CISCO IPCC EXPRESS - E-MAIL SUBSYSTEM PROVISION

We have read that, to provision the e-mail subsystem in a Cisco IPCC Express environment, we have to complete the following steps.
1. From the Cisco Unified CCX Administration menu bar, choose Subsystems > eMail. The eMail Configuration web page opens.
2. Use this web page to specify the following fields:
- Mail Server: A fully-qualified e-mail server name.
- eMail Address: An existing fully qualified e-mail address for the administrative account.
What kind of permissions need the administrative account? Exhange Administratior permissions? Because the customer don't like the idea of giving us a user with the possibility of controlling all the e-mail of his firm.
Do we really need it???? Thank you very much.

I typically tell the customer's Exchange team that I need them to accept unauthenticated SMTP transport from the CCX server IP address(es). I believe [read: haven't had to do it myself in a while] there are settings in Exchange 2003 on the virtual SMTP server where it will accept unathenticated mail for it's own domain from. Exchange 2007/2010 is a different animal that I haven't had to do first-hand yet. I have been lazy and just have an Exchange resource call the customer and talk them through it.

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CISCO IPCC EXPRESS - SUPERVISOR NEEDS TO DINAMICALLY MOVE AGENTS BETWEEN QUEUES

We have a Cisco IPCC Express environment with two queues ("REQUESTS" and "TROUBLES"). In case of, for instance, a great trouble in the customer network (loss of the e-mail service), most of people will call to the Troubles service, so the customer would like to forward some agents to take calls of this queue.
So, we need to dinamically distribute the agents between several queues. Is this possible? Thank you very much.

Hi
The parameter was in System/System PArameters in AppAdmin; it's called 'Supervisor Access'. You can set it to 'None' 'Sup's Teams Only' etc.
It was (I think) introduced in 5.0, but you may find it's not in v6.0 as that was kind of a parallel universe release for the dying Windows CCM train...
Regards
Aaron
Please rate helpful posts...

Overview Skills IPCC express v. 8.5

Hi,
we are using Cisco IPCC express in version 8.5.
Is there any possibility to generate a report / have a list of all the users with their different configured skills?
The only possibility which we found was "Subsystems -> RmCm -> Skills" -> but in this list for the different Skill we only found the user configured for a skill but not with the exact configured skill like 1-10.
Such a report of all the users with their actual configured skills would be extremly helpful.
BR
Michael

Hi Brian,
thank you for your answer.
I just tried this SQL at UCCX server at getting a good output:
run uccx sql db_cra select s.skillname, rsm.competencelevel, r.resourceLoginID, r.extension, r.resourceFirstName, r.ResourceLastName,t.teamname from skill s inner join resourceskillmapping rsm on s.skillid = rsm.skillid inner join resource r on rsm.resourceskillmapid = r.resourceskillmapid join team t on r.assignedteamid = t.teamid where s.active = 't' and r.active = 't' order by s.skillname, competencelevel, resourceloginid
I just tried to use this SQL with a perl script which is perfectly working with CUCM to transfer the output into a CSV-file.
But this perl withc UCCX is not correclty working:
#!/Program Files/Cisco/perl
use strict;
use warnings;
use SOAP::Lite +trace => 'debug';
use Data::Dumper;
use MIME::Base64;
#define variables
my $uccxip;
my $axl_port = "8443";
my $user;
my $password;
my $desc;
my $error_text;
my $sql = "db_cra select s.skillname, rsm.competencelevel, r.resourceLoginID, r.extension, r.resourceFirstName, r.resourceFirstName,t.teamname from skill s inner join resourceskillmapping rsm on s.skillid = rsm.skillid inner join resource r on rsm.resourceskillmapid = r.resourceskillmapid join team t on r.assignedteamid = t.teamid where s.active = 't' and r.active = 't' order by s.skillname, competencelevel, resourceloginid";
#get CUCM IP, username and password
print "Communications Manager IP: ";
$uccxip = <>;
print "AXL Username: ";
$user = <>;
chomp($user);
print "AXL User Password: ";
$password = <>;
chomp($password);
#set up soap
my $cm = new SOAP::Lite
encodingStyle => '',
uri => 'http://www.cisco.com/AXL/API/1.0',
proxy => "https://$uccxip:$axl_port/axl/" ;
#disable certificate check
BEGIN { $ENV{PERL_LWP_SSL_VERIFY_HOSTNAME} = 0 }
#authenticate to CUCM
$cm = Login($cm,"$user","$password");
#axl request
my $axldata = SOAP::Data->name( "sql" => $sql );
my $res = $cm->executeSQLQuery( $axldata );
#show the returned value
my $file = "UCCX_skills.csv";
open(FH, "> $file") or die "\nCan`t open the file $file\n";
unless ($res->fault) {
my( $reply ) = $res->paramsall();
$desc = $reply->{row};
foreach(@$desc) {
print FH "$_->{skillname}\;";
print FH "$_->{competencelevel}\;";
print FH "$_->{resourceLoginID}\;";
print FH "$_->{extension}\;";
print FH "$_->{resourceFirstName}\;";
print FH "$_->{resourceFirstName}\;";
print FH "$_->{teamname}\;";
close(FH);
else
$error_text = $res->faultcode.' '.$res->faultstring."\n";
print $error_text
sub Login
$cm->transport->http_request->header (
'Authorization' => 'Basic ' . encode_base64("$user:$password", ''));
return $cm;
Do you know such perl and why it`s not working correcly with UCCX?
Or is there any other possibilty to get the SQL into a CSV-file?
BR
Michael

[IPCC Express] Questions about database fields

Hello,
I'm developing some reports for Cisco IPCC Express.
During the development, a lot of questions came out related to the definition of some fields:
- In ContactCallDetail, what is the difference between transfer and redirect a call?
- In ContactCallDetail, what is the difference between transfer = 1 and contactType=5? Both are related to transfering a call.
I'll appreciate any help you can give me.
Best Regards,
Filipe Cruz - Portugal

Where i can get that Enterprise Edition ? 
here (click) 
 
does Express edition has Web based EM ? Read the doc about Express Edition : Oracle Database 10g Express Edition 
 
Nicolas.

IPCC express premium 4.0 and Remedy integration

Hi,
Has anybody done any integration work with Cisco IPCC express premium and Remedy? Any ideas where can I get some information about this integration process?
Thanks in advance.

Consilium UniAgent™ is a CRM connector for integration between the Cisco Agent Desktop (CAD) application & BMC Remedy.
It is a certified Cisco Compatible product under the Cisco Developer Network (CDN.)
Please visit the Consilium page at the Cisco CDN portal for more info:
http://developer.cisco.com/web/partner/search?accountId=0014000000P5zH4AAJ

CISCO IPCC MONITORIZATION

Our customer has a Cisco IPCC Express environment and he wants to monitorize, in real-time, the state of the system in some graphical way (incoming calls, state of agents, etc.).
Is there any Cisco recommended tool for this? In case the recommendation is the Supervisor Desktop, is it possible to personalize it?
Thank you very much.

Aggragate information is available through the real-time tables in SQL. This is what all available wallboard products use. You cannot see individual calls though. The information visible through SQL is very similar to what you can see in CSD.
Database Schema Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(1)

Cisco Unity Express 8.6.6 Voice Mail not deleting when e-mail with attachment deleted

I have a Cisco Unity Communications Manager rel 9.1.2 that supports a remote location with a Unity Express rel 8.6.6 voice mail service module in the voice gateway to insure if WAN goes down the location still has voice mail. We have Voice Mail to E-Mail working. The problem is that when the e-mail with the voice mail is deleted the message stays in the Unity Express Voice Mail Box. All of our local users on the same Call Manager Cluster using a local Unity Connection Cluster rel 9.1.2 have the voicemails deleted when the e-mail is deleted.
How can I resolve this issue?

Found another post that referenced Cisco Bug ID CSCti37610.
CUC plays message is from Unity Connection Messaging system
Symptom:Before message playback, Unity Connection plays the message is from Unity Connection Messaging System instead sender's ANI
Conditions:Problem was observed on Unity Connection cluster and appropriate services are not rebooted after changing the SMTP domain name
Workaround:
Restart the Unity Connection servers
It should have been fixed in 8.5 but we did change the SMTP domain name on 8.6 and now see the problem. Will schedule a reboot and see if the issue goes away.

IPCC Express Subsystem Blank Screen

I am running IPCC Express 5.0(2)SR03_Build317. When I click on subsystems RmCM, the screen comes up with a white blank screen (on any laptop, server, etc). This feels like some kind of bug. To edit RmCm, I have to go through the wizard. It is very annoying. Has anyone seen this or know the fix to this error? Thanks for any information.
Rob Horrigan

Hi Robert,
How many CCM Servers do you have listed in appadmin under the Unified CM Configuration for Unified CM Telephony Subsystem and for RmCm Subsystem for the Selected CTI Manager side? If you have more than 2 on the Selected CTI Manager side I have seen this (yes it was a defect) to cause the blank screen issue like you are experiencing. Only 2 is supported. Anything more than 2 listed there can cause issues.
Please let me know if this was helpful and if it was please rate this highly. Otherwise let me know what you find.

IPCC Express-record call after waiting timeout end e-mail

I have IPCC Express 3.5.2. I have successfully created a script that enables recording a message when either a wait timeout occurs and then the user selects to leave a message. There is a maximum time limit on the recording. As long as the user stays online long enough during the recording fort he max timer to expire I can save the file and send out an e-,mail with this attached.
My question is how do detect hang-up then save the file and send the e-mail when a caller hangs up before the max time out has expired?

You need to use the On Exception GoTo and Clear Exception steps.
An Example:
Start
...logic...
On Exception (contactInactiveException) GoTo RecordingException
Recording
--Successful
----Label: Recording Exception
----Clear Exception: RecordingException
----....email/otherlogic...
End
The On Exception Goto watches for the caller hanging up. If they do, it moves the script to the label instead of going to the end. You must have the Clear Exception step to then clear the exception and move on.

IPCC Express IllegalAccessException when re-skilling agents

I have recently adopted an IPCC Express version 4.0(5) system as part of changing jobs. I am finding that supervisors on the system are receiving the following error when trying to re-skill and agent through Subsystems -> RmCm -> Resources:
Error:IllegalAccessException
This doesn't always happen. It is intermittent. I went to see the behavior as demonstrated by one of our call center supervisors. I saw her re-skill two agents with no issue and then receive the error several times when trying to re-skill the third. We went to my computer where I tried. The re-skill was successful. We went back to her machine and re-skilled the same agent, and it worked. The IPCC Express (CRS) server is here in the same building that we are in, so it shouldn't be any kind of time-out due to latency.
I queried the error on the support forums and the Cisco support site and found nothing related to this particular issue. Any thoughts?
Thanks

Hi
This issue might require indepth trace analysis.
I will request you to open a case with TAC in this regard
Thank you
Anuj

IPCC Express Skills Based Routing "Select Skill" feature request.

Let me start by saying that I hope I'm just doing something wrong and that what I'm trying to accomplish is already possible within the existing feature set of IPCC Express. (I'm running 4.5.2) If not, I'd like to start a campaign to get it added as a feature in the next release.
Short version:
A call comes in, and in order to assign skills to the call you must assign the call to a csq that contains the skills required to complete that call. -- Problem arises when number of skills gets large, so must the number of CSQ's. Maintaining all of the agent to CSQ mapping gets very cumbersome.
I'm proposing a new "select skill" step in the CRS developer, which will allow you to assign a skill required to handle a call, rather then have skills required be based on what CSQ the call was put into.
(Long version in an e-mail from me to cisco)
Basically what I'm seeing with the Skills Based Routing feature in IPCC Express is that it still relies heavily on CSQ's to determine the group of agents selected to take a certain call. I can't assign a skill to a calling contact during the call flow in the script editor, instead I have to assign a contact to a CSQ which has certain skills assigned to it.
Let me give you an example as it pertains to my company.
We have 15 Healthcare locations with an average of 7 doctors per location. Each doctor has his or her own specialist that takes appointments and other calls not destined to be terminated by the doctor. Each Specialist is also a Primary backup for 2 other doctors and a secondary backup for the rest.
Currently, if I want to use skills based routing to route a call to one of the Doctors, I have to create a CSQ for each doctor, and add that doctors skill to that CSQ, and then add all of those CSQs to the locations "team".
Furthermore, if I want to add a "bilingual" skill so that each caller has the option to speak to a bilingual rep, it changes the order for the rep selection. Now I have to double the amount of CSQs in the system to have 1 queue for one language and another queue for another language for each doctor.
At 15 locations and averaging 7 docs per location with 2 languages, this requires 210 different CSQs that I have to update on a regular basis because turnover for these specialists is fairly high. Not to mention the fact that Cisco has imposed a "soft limit" of 75 CSQs per server on the 7835.
What I would propose to alleviate this mess would be to add a new step in the CRS editor under "IPCC Express" and call it "Select Skill", where I could assign a skill required to handle a call. This would allow me to create 1 CSQ and have agent selection done based on skill, or a combination of skills. It would also allow me to look across the enterprise for an agent with a particular skill without having to create 105 CSQs with 105 agents per CSQ.
To do this for now I have created a work around, but it's not a very good one because it requires a lot of overhead. I've created a database with all of my agents in it and all of the skills they are qualified for. Then where I would use the 'Select Skill' step I talked about earlier I now use a database dip and select a resource with the skills I require, then do a 'Get Reporting Statistic' to determine if that resource is logged in and available. Then using CRS 4.5.2 I route on resource instead of CSQ. Now the problem with this method, is if the resource is available, but away, or doesn?t answer the phone (because they also have to deal with walk up customers) it sets them not ready and then just sits there waiting for then to go available again. It wont requeue to the next skilled agent unless I dequeue then from the current app and start the process all over again, which in that cause they would loose their place in line.
So that's it in a nutshell, I'm sure it's not the easiest thing to follow.
Let me know if you have any questions.
Jeremy
(end e-mail)

I just want to join you in this request.
Steven Ferland, Bell Canada
P.S.: Please add your name if you agree with Jeremy.

Agent license for IPCC Express Premium 4.0(3)

Hello experts!
We're currently running IPCC Express Premium 4.0(3) in our environment (I know it's kind of old and we're thinking for a migration soon) but meanwhile, I've been asked to add 4 more agent licenses to our IPCC server to bring 4 more agents on board in the queue. When I contacted one of Cisco partners to buy a few, I was told that since this version is no longer under support, Cisco does not sell anymore licenses as well! I was wondering is there really NO way to purchase a few license more from anywhere (including used market, internet)? any idea/suggestion to least get this worked for now and then think about upgrade later?
Thank,

we've recently (Jan 2011) been successfully able to order enhanced licences for a client who was running IPCC 4.0(1) and they were converted to a licence file through the usual channels and applied to their server.
If you get your partner to use the dynamic configuration tool and rather than search (which will not yield any results) directly input the top level SKU IPCX-4.X-ADDON-PRE you may find they are able to order some licences. I can't guarantee this will still work and you may find that the order is cancelled at some point during the process.
You really should be considering upgrading (not least because you are only 6 weeks away from having a completley obsolete software release on an unsupported operating system and will be totally exposed) there are some very agressive discounts from Cisco for Comms Manager and Unity at the moment (which you will have to upgrade as well) which really make it worthwhile.
also be wary of the behaviour of your server post upgrade as version 4 installations which have been static for a long time don't seem to like being messed around with

CallManger 4.2 coresident IPCC Express 3.5

Hello,
Is it possible to have a coresident installation of CallManager 4.2 with IPCC Express standard 3.5?
thks

Yes, but for CCM 4.2 you will need at least IPCCX 3.5(4).
Take a look at this compatibility matrix:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/crscomtx.pdf
HTH, please rate all posts!
Chris

IPCC Express - Recording ALL outbound calls

Is it possible for the IPCC express server to keep a record of ALL outbound calls instead of just the ones the supervisor chooses? How?

Hi, guys.
Finally I've confugured my cheme.
I found my audio files .
I have added voice contact workflow to CAD-BE agent instead of CAD Agent. It was my mistake. When i do the same steps at CAD Agent - I saw raw files at C:\Programm Files\Cisco\Desktop_Audio folder.
But they all has *.RAW 1KB size. Is it correct ? I've talked over 1 min and only 1KB Any ideas ?

IPCC Express to Enterprise

Our company has recently purchased IPCC Express and there seems to be a lot of limitation to reporting and functionality. We were told that we are able to upgrade to Enterprise. Is there a document out there that outlines the features of each. A pros vs cons of upgrading. If we upgrade to Enterprise can we re-use the current scripting, CSQ, skills, etc from IPCC Express and us it in Enterprise.
Jeff R

This link may help with your feature outline question.
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_bulletin0900aecd80564e23.html

CISCO IPCC EXPRESS - E-MAIL SUBSYSTEM PROVISION

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