Cisco Unified CCX - JTAPI Resync

Hi all,
Quick question. Our CCX Admin page is telling us we need to resync JTAPI after a CUCM upgrade. Can this be done in a live environment or will there be downtime involved?
Thanks in advance,
Jason

Cheers mate, much appreciated

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Cisco Unified CCX Go To PARTIAL SERVICE

Cisco Unified CCX Engine go to PARTIAL SERVICE and after one or two days the IVR goes down no calls received.
i have a ccx 7

Hi Ahmed,
Please elaborate on the issue.
Can you go to control center and let us know which service under CCX Engine goes into partial , causing the engine to go into partial.
A screenshot will be helpful. Also if its CM telephony service, I should recommend a data resync.
Regards,
Chuck
Please rate helpful posts and identify correct answers.

Verifying data coming from Cisco Unified CCX Historical Reports

Good afternoon
I (along with a number of other colleagues) are heavily involved in a project to take data from a wide variety of different sources and merge it all into one system so that we can report on it in a joined-up manner.
The project comprises a number of different types of data source (such as Telephony or CRM). Within each data source type, we have various suppliers of those products. In the case of telephony data (which I'm looking into at the moment), the eventual aim is to make it possible to take data from any of the telephony platforms in use across our business (currently AVAYA, Alcatel and Cisco) and report on it in a uniform way, thus negating the need for an end-user to know what the Cisco definition of AHT is (for example).
The switch I'm currently looking at is a managed switch, meaning that we don't have any sort of direct access to the back-end database(s). We could probably get it, but I suspect that the company that manages it for us would probably charge a small fortune for that. In view of this, I'm working with a number of the standard reports in the Cisco Unified CCX system. My plan (at the moment anyway) is to identify the reports that we can use that will best provide details of all calls into and out of our contact centres. I'd be looking to get the exact details of each individual call, which could then be rolled up into manageable intervals (such as 15-minute or 30-minute).
Before I go much further, I'd like to be clear on something: I'm a database developer rather than a telecoms engineer so if I ask something that appears to be obvious then I apologise in advance. I've got quite a bit of experience of working with the CTI system that sits on top of our AVAYA platform, but it's proving to be a bit of a wrench effectively "un-learning" that system so that I can make room in my head for the Cisco solution.
So, what I've learned (or have guessed) so far is this:
When I run the Application Performance Analysis report, the Application Names that are returned are effectively the Call Routes that are set up in the system. Each Call Route can be fed by one or more Called Number (which I understand to essentially be a DDI);
The Application Summary Analysis report shows the same Application Name information as is shown in the Application Performance Report. However this report also shows the Called Number, thus providing slightly more information about the individual DDI being answered;
My next plan is to try and run an Agent-level report so that I can see exactly which calls each agent handled. This is where I've run into problems: I ran the CSQ - Agent Summary report for the whole of 17th October. I then ran the Agent Detail report for the same period, and ran it out to CSV so that I could "play" with the data. The CSQ - Agent Summary Report shows that a particular agent on a particular CSQ Name (ID) handled a total of 29 calls. However, if I filter the Agent Detail report for that agent and CSQ, I get a total of 30 calls and for the life of me am unable to identify where the missing call is coming from. Initially I'd thought it might be bacause the CSQ in question has two separate DDIs but as far as I can see, this is making no difference.
I NEED to be 100% sure that when I'm importing the data from the Cisco reports into our system, I am then able to mimic the types of reports that are coming from Cisco, with the same figures. Therefore, if anyone can help me, I'll be extremely grateful.
TIA
Ian Henderson

The "Cisco Unified CCX Historical Reports Scheduler" sits in my startup folder but seems like it doesn't "run" at startup. So I ran a "test":
- Manually right-clicked the "Cisco Unified CCX Historical Reports Scheduler" icon in the startup folder and chose "Run as Administrator"
I didn't log off or reboot PC and the reports are running again. I checked the "properties" of the icon and I did make sure it was already set to "Run this program as an Administrator" under the "Compatibility" tab.
Not sure why it's not working...
Thank you for any help you can provide....

Cisco Unified CCX Historical Reports 8.5 - question

Hi all,
Have a question regarding UCCX Historical Reports. Ran daily reports for "Agent Not Ready Reason Code" report for a complete week and exported them to Excel. Excel shows a SUM for daily values that differs from what UCCX shows in Weekly report.
Although it is a slight difference, I would like to know why UCCX and Excel display different values. Would it be due the way UCCX handles decimal value?
Image below shows the sum for the complete week and every one of the daily values
This is what Excel displays as a sum for same daily values:
Thanks so much for the help you can provide

The "Cisco Unified CCX Historical Reports Scheduler" sits in my startup folder but seems like it doesn't "run" at startup. So I ran a "test":
- Manually right-clicked the "Cisco Unified CCX Historical Reports Scheduler" icon in the startup folder and chose "Run as Administrator"
I didn't log off or reboot PC and the reports are running again. I checked the "properties" of the icon and I did make sure it was already set to "Run this program as an Administrator" under the "Compatibility" tab.
Not sure why it's not working...
Thank you for any help you can provide....

Cisco Unified CCX 8.5.1 problem in CSD when the CCX bascull

Hi,
I have a problem with the Cisco Supervisor Desktop. There is a cluster of 2 Cisco Unified CCX, system version: 8.5.1.10000-37. At this moment the IPCC2 is the Main and if the system bascull to the IPCC1 we have a problem with the Cisco Supervisor Desktop, the CSD does not monitors the agents.
Which could be the problem?
Thanks,
Regards,
David Lozano

Correct 64kbps.
Audacity or any sound application can do this.
Chris

Cisco Unified CCX Premium - Web Chat Features

We would like to provide a system so that our Call Center Agents can chat with customers through our website. Similar to the way Cisco.com does it, where after you're on our site for a few minutes a little box pops up and asks the customer if they would like to chat with an agent.
What products do we need in order to facilitate this? We have the required Cisco Unified CCX Premium licenses and cisco.com shows that "Web Chat" is a feature that is provided by this license.

Hi Steven
Web Chat is in 9.0, and you are entitled to it if you have Premium and are upgraded/upgrading to that version.
It requires SocialMiner - my understanding is that you get the 'agent' licenses for as part of your CCX Premium. What you don't get is the OS and DB software entitlement for the SocialMiner server, which you have to purchase. This is much like the old days when you got free 5-seat UCCX with CUCM, but had to buy the OS disribution and server hardware.
Regards
Aaron

UCCX RTMT 8.02 Missing Cisco Unified CCX quick launch

I was going to try and follow this article.
https://supportforums.cisco.com/docs/DOC-31779
When I start RTMT I have no quick launch in the left hand pane as outlined 'Cisco Unified CCX' just isn't there.
Am I missing something here, and the article is recent, perhaps for versions later than 8.02 ???
Thanks for any help

We have 8.5 CUCM so RTMT versions are different but I was sort of thinking along the same lines so I uninstalled both versions and only installed UCCX version and triple checked I was connecting to UCCX.

Cisco Unified CCX Reporting Server in Partial Service

I can't seem to find anything specific on this, so I'm hoping one of you can assist.
I have a client who is running UCCX 8.0(2) in failover HA, and they just noticed that one of their UCCX servers has the Control Center - Feature Service
Cisco Unified CCX Reporting Server in Partial Service.
The node that is reporting this to be in Partial Service is the standby node.
I was trying to compare with some other clients I have, but it appears they have actually deactivated this service, so I have nothing to judge against. No other services Feature or Network are in Partial Service on either node.
Do you know if the node reporting this is a standby HA server, then should this service show as Partial Service. The active node (Master) shows this service as IN SERVICE.
Thanks!

I believe this is used for the mobile supervisor, that's the Iphone app.
It is disabled on all our systems. If you are not using the Iphone app I suggest you turn it off.
Graham

Cisco Unified CCX Database service Out

Hello everyone!
I have a strange problem regarding Cisco Unified CCX Database service.
Situation is the following:
UCCX 8.5.1 in HA Cluster
And from time to time, on 1st UCCX Cisco Unified CCX Database is going OUT OF SERVICE.
In CLI utils service list shows that service is STARTED, but in Web-Interface is OUT OF SERVICE.
Whether I restart it through CLI or Web, it stays in INITIALIZING status in Web, but in CLI is STARTED!!
After restart of the system everything goes back like it should be.
Don't see anything unusual in logs.
Any similar experiences? .... Any help or hint is appreciated!!
Thank you
A

Hi
I've seen this several times on 8.5... a reboot of the affected node brings it back until it decides to fail again. A bug for sure, but I've not had the chance to open a TAC case for it yet...
Aaron HarrisonPrincipal Engineer at Logicalis UK
Please rate helpful posts...

Cisco Unified CCX Node Manager service terminated unexpectedly

"Windows must now restart because the Cisco Unified CCX Node Manager service terminated unexpectedly."
After I installed my CCX os and software. The os reminded me like above. I guessed I need to upgrade the patch of my OS. And I also installed McAfee ver 8.5i at my OS. But that doesn't work. I noticed that the status of cisco unified ccx node manager was starting.

On a new install, this can occur if you start patching the OS before you get UCCX installed. This is especially a problem in an HA environment. Some of the patches set values to things they should not be if they are applied before the software is installed.
When installing UCCX on a new system, you should build the OS on the box (DO NOT PATCH at this time), Install the UCCX software and integrate with CCM, get your second server (if you are doing HA) on line with OS and UCCX and integrated. Once all the above are done, then you can start installing OS patches and UCCX patches.
You should NEVER start installing things like AV software before you have the system completely up and working. If you do, and they cause issues, you cannot tell if it's a system issue, or something caused by your a/v software.

Cisco Unified CCX Engine RE_ENTRANT_ERROR

Hi! I have the following case:
Abonent A calls to route point B that is registered in UCCX as a trigger.
The route point plays greeting and redirects abonent A to cti port C that is controlled by UCCX.
Cti port C calls to operator D. Directory number D has assigned external call control profile.
The external call control profile sends a http request to the routing rules servlet.
The routing rules servlet answers with divert on directory number E. Directory number E is not associated with UCCX resources.
Abonent E answers the call. UCCX drops the call immediately.
In UCCX logs i discovered an error:
Date: Mar 16 17:20:06
Machine Name: ccx105
Severity: Error
App ID: Cisco Unified CCX Engine
Message: : 58: ccx105: Mar 16 2015 10:20:06 AM.788 UTC : %UC_CONTACT_MGR-3-RE_ENTRANT_ERROR: %[exception=java.lang.IllegalStateException: Unsupported re-entrant method call][contact.impl.id=24185/1][UNKNOWN_PARAMTYPE:Contact id=7][contact.type=Cisco Agent Call][contact=CallContact[id=7,type=Cisco Agent Call,implId=24185/1,active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=en_US,abo][contact.class=com.cisco.call.CallContact][ClusterID=][NodeID=ccx105]: Re-entrancy error
I am failed to find any description for this error. What does it means? Is this case supported by UCCX?

In our case, when we do the backup, it is only 94% completed with the following error:
"ERROR: Unified CCX Cluster View Deamon is not running. The Unified CCX database backup cannot be initiated., Backup Completed..."
The CCXCOMPONENT got the error while the rest of the components succeeded. Any solution?

Cisco Unified CCX Error

I have the error when I try install the Cisco Unified CCX Historical Report Install.
Can help me ?
>> Not possible open the key ....

In our case, when we do the backup, it is only 94% completed with the following error:
"ERROR: Unified CCX Cluster View Deamon is not running. The Unified CCX database backup cannot be initiated., Backup Completed..."
The CCXCOMPONENT got the error while the rest of the components succeeded. Any solution?

CISCO unified CCX reason codes

Hi, I have generated an AGENT STATE DETAIL REPORT and two of the not ready reason codes are 36 and 38. Can anybody point to where in the CISCO literature I can find the explanation for those reason codes. Or explain them to me.
Also as a second question, when using CISCO Unified CCX to generate reports is there any way of showing what the call termination reason was.
ie Call has been handled but was it a) ended by the caller b) ended by the phone agent c) ended by a CISCO error.
This would be quite usefull to know at times.
many thanks in advance for any help, advice or pointers.

Hi Eric,
The reason codes are defined through the desktop administrator and the range are 0 - 999.Refer the below link page number 48 for more info.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
Page :191
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
For the second query refer the database schema guide for more info.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85dbschema.pdf
Regards,
Gnan.
Pls rate if this helps.

Customize Cisco Unified CCX historical report.

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Hi,
We are using UCCX 7.0. We want to Customize Cisco Unified CCX historical report. For example at Agent Login Logout Activity Report the first four (04) columns are Agent name, Extension, Login Time and Logout time. We want to change the Column order as follows. Login Time, Logout time, agent name and extension. Another thing, we want to add two more columns such as total ready time and total not ready time. So what will be the detailed procedure to accomplish these two tasks. Could anyone please help?
Regards
Fakhrul

This guide outlines how to do this:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programming/guide/uccx70hradmdev.pdf

Excel formatting issue in Cisco Unified CCX Historical Reports

Hi Team,
We are using Cisco Call Manager 7.1.5.20000-6 & CCX version 7.0(1).
The data report pulled in PDF format is in perfectly alright but when i try to extract in Excel format it gets in destorted format.
The sub-titles dont get reflected, column width & line spacing is not proper.Kindly find the attached files of both the formats.
Plz suggest for the same.
Rgds,
Atul Kaul.

The "Cisco Unified CCX Historical Reports Scheduler" sits in my startup folder but seems like it doesn't "run" at startup. So I ran a "test":
- Manually right-clicked the "Cisco Unified CCX Historical Reports Scheduler" icon in the startup folder and chose "Run as Administrator"
I didn't log off or reboot PC and the reports are running again. I checked the "properties" of the icon and I did make sure it was already set to "Run this program as an Administrator" under the "Compatibility" tab.
Not sure why it's not working...
Thank you for any help you can provide....

Cisco Unified CCX - JTAPI Resync

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