CLID restriction for Contact Center Calls
Hi,
One of our customers has a stalker and they have asked from the telco to send the Calling Line ID for the mobile calls which are normally blocked by the calling person. When these calls are to a Callmanager user, they cannot see the caller ID as expected, but when the call is to contact center, than the agent sees the caller ID on the agent desktop which is legally not accepted. So I made a search and I found the
clid strip pi-restrict
command. Will this command do the trick to remove the caller ID for the agents also while still showing on the voice gateway isdn q931 debugs ?
Thanks
Hi,
Here is the debug output: (I hope this much is enough)
Sending Complete
Bearer Capability i = 0x8090A3
Standard = CCITT
Transfer Capability = Speech
Transfer Mode = Circuit
Transfer Rate = 64 kbit/s
Channel ID i = 0xA1839F
Preferred, Channel 31
Date/Time i = 0x0A081A10000C
Date (dd-mm-yr) = 10-08-26
Time (hr:mnt:sec) = 16:00:12
Calling Party Number i = 0x21A3, '1234567890'
Plan:ISDN, Type:National
Called Party Number i = 0xA1, '0987654321'
Plan:ISDN, Type:National
Aug 26 15:51:16.054: ISDN Se2/0:15 Q931: TX -> CALL_PROC pd = 8 callref = 0x805D
Channel ID i = 0xA9839F
Exclusive, Channel 31
Aug 26 15:51:16.082: ISDN Se2/0:15 Q931: TX -> ALERTING pd = 8 callref = 0x805D
Progress Ind i = 0x8188 - In-band info or appropriate now
The Voice gateway sends everything to the gatekeeper and gatekeepr sends it to the CCM over the GK controlled trunk. As i said before, if the call is destined to a normal IP Phone, ther is no problem, the CLID is "Unknown". But if the call is destined to an Agent, when the call starts ringin on the CAD, on the incoming call information, the CLID is unknown. But after the call is conncted, Both on the line information and the ANI field, the CLID is shown.
Thanks
Similar Messages
-
BRD Template for Contact Center Solutions
Hello All,
Can you any body have Business Requirement Gathering Template for Contact Center Solutions?
I really appreciate if you can share me.
Or We have to follow Order tools only.Cloud Management Suite is a cloud-based solution revolutionizing the way IT professionals engage in endpoint device management. Cloud Management Suite uses best-in-class agentless technology, requires only a web browser to deploy and can easily and quickly scale up to as many as 35,000 endpoints within an enterprise.Presented on August 14, 2015, in Norwalk, Connecticut, these awards are regarded as some of the most prestigious and respected honors in the communications and technology sector worldwide. Winners represent prominent players in the market who consistently demonstrate the advancement of technologies. Each recipient is a verifiable leader in the marketplace.“It is especially gratifying to have Verismic’s Cloud Management Suite receive this prestigious recognition before we celebrate its first anniversary on the market,” says...
-
Contact center call recording issues
Good day,
We have a very strange issues with recording calls on our contact center. We use cisco Agent desktop 7.0(1) seem in the startup window. In agent window, from the help>about:
Cisco Unified Contact Center Express 7.0 Cisco Agent desktop 6.6(1) (Premium Version)
Build: 6.6.1.400
So let me start by saying that the recording of inbound calls works more or less. The problem that we have are three:
(1) sometimes the recording suddenly stop with no apparent reason. So we have calls of which the call itself lasts let's say 8 minutes but the recording suddenly stops after 5 minutes.
(2) Sometimes recordings overlap. So when you play back a recorded file, suddenly you hear a completely different call conversation from another agent. Sometimes it hops back to the original agent and sometimes it doesn't. Again there is no apparent reason for why this is happening.
(3) some recordings are half speed. So when you play back the call is in 'slomotion'
I've checked the historical reports to see whether the agents themselves where doing anything out of the ordinary. I looked at reports like login/logout, call details, not ready states, reason codes etc but found nothing. The one thing that comes to mind while posting this is muting of calls. Could this mess up a recording? Anyway, mostly we have no issues but sometimes these 3 issues randomly pop up. Anybody have any experience with this? Or similar issues? Does anybody know the cause and even better the solution?
Any information would be very helpfull, thanks.
rgds,Hello Dass,
Unfortunately I was not the one who implemented this. I'm also not an ip phone engineer. To put it simple, I'm a cisco network engineer and my boss says well VOIP devices are from cisco so you should support that too ;-) . So bare with me as it is kind of not so easy for me to produce the answers. So Imma blur out al lot of info now.
Let me say something about the setup using a diagram:
Because of security I had to leave a few things out of the diagram, but this pretty much tells it all. So we record all inbound calls to our servicdesk. The agents use the agent desktop software, Cisco Unified Contact Center Express 7.0 Cisco Agent desktop 6.6(1) (Premium Version) Build: 6.6.1.400. The pc on which this software runs is physicaly connected to a cisco ip phone 7962 (pc port) and the phone is connected to a C2960 switch. Switch port confguration:
interface FastEthernet0/4
switchport access vlan 10
switchport mode access
switchport voice vlan 50
srr-queue bandwidth share 10 10 60 20
priority-queue out
mls qos trust cos
auto qos voip trust
spanning-tree portfast
We have a few of thses switches in a star topology connected to a 'backbone' switch C2960S. All connections to the backbone are trunked. The contact center is directly connected to this 'backbone switch' on an access port on vlan 50.
Now looking at the contact center web interface, I see in System=>Control Center I see a couple of services that are running related to recording:
Cisco Desktop Recording & Statistics Service
Cisco Desktop Recording Service
This is pretty much all I have now. If there is more info required I can look it up. So can anyone say anything about this issue that I have? -
Reporting - restricted for profit center-wise
Hi
My client has two profit centers (1000 and 2000) in one company code. Both profit centers are totally independent. Now my client requirement is that when user of profit center 1000 runs AR01 (i.e. asset balances), he should be able to see assets only for his profit centers i.e. 1000. Asset of profit center 2000 should not appear in that report.
In EHP 4, there is provision for Profit Center-wise document posting, change and display functionality. But i want to know if this profit center-wise authorization will work for asset balances report (AR01) and other assets reports also.
Please help.
Edited by: Deepak Agrawal on Jan 1, 2012 5:43 PMK_PCA or authorization object for profit center is not check in assets report.
In AR01 you cannot restrict the results to profit center as it is not checked in authorization . The fields which are checked are company code , Asset class and asset views.
Hence you will have to lookup for alternatives like selection based on plant or cost center or responsible cost center etc.
In case if the requirement is a show stopper then you will have to code the things in Enhancement points as there are no BADI or Exits available for the same .
Cheers,
Dewang -
Contact center call manager integration
Hello
I have call manager 7.1(5b) 7.1.5.30000-1 and contact center express 7.0(1)SR2 I have notice the ccx compatible with the version of my call manager is the 7.0(1)build 168?
Could anyone please confirm
Thanks
Sent from Cisco Technical Support iPad AppHi,
the hw/sw compatibility guide (
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html) is a great information source. It answers your question.
By the way, if I were you, I would definitely update UCCX to a newer version.
G. -
I don't know if this is supported in cm8.5 and cx8.5 - can contact center agents login to contact center service on the phone from EM profile??
I configured everything to the point where EM is able to display the personal line, and the agent extension for the agent, but there is no service available from the services button on the phone anymore, only to logout of EM. How do you bring the contact center service to the EM profile so agents can login to the queue?
Thanks in advance for looking and helping out.Did you checked the enterprise subscription option for the other services you've created ?
Any service with the enterprise subscription does not need to be subscribed in the phone and won't show up when subscribing services.
You can add a service to User Device Profile:
Procedure
Step 1 Choose Device >> Device Settings >> Device Profile .
The Find and List UDP window displays.
Step 2 To locate a specific UDP , enter search criteria and click Find.
A list of phones that match the search criteria displays.
Step 3 Choose the Profile to which you want to add a service.
The Phone Configuration window displays.
Step 4 On the upper, right side of the window, click the Subscribe/Unsubscribe Services link.
Step 5 From the Select a Service drop-down list box, choose the service that you want to add to the phone.
Step 6 Click Continue.
The window displays with the service that you chose. If you want to choose a different service, click Back and repeat
Step 7 If the service has required parameters, enter that information into the field that is provided.
Step 8 Click Subscribe.
The service displays in the Subscribed Services list. -
Cisco security agent for Contact center express
Hi,
I have Cisco Contact center express version 7 SR 5 running on server with operating server Windows 2003.1.5. Please let me know which version of Cisco security agent is compatible with above mentioned CCX version & OS version.
I refered to the CCX comaptibilty guide but but I did not get information regarding operating system comaptibility with CSA. Kindly provide the same.
Also I tried version 5.0.0.235 of CSA it gave error "CIsco works common service is not installed" & insatllation aborted. I do not have CWLMS in network do i need to install some cisco works common services?
Regards,
Atul KaulHi Atul,
These are the compatible version of CSA with 7.01Sr5. Recommended one is the highest and latest in the list 5.2.0.296-3.1(9)k9. You can install this in the server regardless of the version OS if you have UCCX 7.01 Sr5.
4.5.1.639-2.0(3)
4.5.1.645-2.0(4)
4.5.1.655-2.0(5)
5.0.0.187-3.0(1)
5.0.0.205-3.0(3)
5.0.0.210-3.0(3)
5.0.0.216-3.0(4)
5.0.0.217-3.0(5)
5.0.0.217-3.0(6)
5.0.0.225-3.0(7)
5.0.0.232-3.0(9)
5.0.0.235-3.0(10)
5.2.0.281-3.1(3)k9
5.2.0.282-3.1(5)k9
5.2.0.282-3.1(7)k9
5.2.0.296-3.1(9)k9
Thank you
Rajani Joshi -
Restriction for cost center and IO
PL account 520000 to 520010 is restricted to post to IO and cost center together, how to design CO validation and show error messgae, for example, 520010 can only be posted to IO or cost center, but can't be post to both cost center and IO.
do we need user exit?
thanksTC: OB28. Environment->validation.
Create a new validation under "Line Item" section.
Attach step 1 under the new validation.
prerequisite: (g/l account no>=520000 and g/l account no < 520010)
check: cost center="" or order =""
message: type "E", message text could be like "account no &1 must be assigned both cost center and internal order"
Attach step 2 under the new validation
prerequisite: g/l account no=520010
check: (cost center="" and order="") or (cost center not equal to "" and order not equal to "")
message: type "E", message text could be like "account no 520010 must be assigned either cost center or internal order" -
what is the differences between
call recording using the Call recoding lic. under the premium or the Enhanced licenses
use a mediasense server for the recordingThe builtin recording and monitoring features are manually triggered* by a supervisor in CSD on a call-by-call basis. Recording is done through CAD or the server directly if you can get all agent phones into a single SPAN/RSPAN session. The server will only retain them for seven days, though a supervisor can extend that to 30 and the server has a quota of 2.6Gb total storage for them which cannot be increased. You must manually export anything you wish to keep.
MediaSense on the other hand is the opposite to nearly all of the above points. It uses the phone's Built-in Bridge or a Cisco voice gateway directly to have audio forwarded to it (no SPAN required). It is automatic and can record 100% of calls. It can retain recordings essentially as long as you have storage. The unique thing about MS is that Cisco hasn't been willing to compete directly with any of the established market players. As such, MS is positioned more as a middleware that is for another product to integrate with. The idea is that MS offloads all of the capture effort so the user-facing product can focus on features. Cisco has bent the rule slightly by included a *very* basic Search and Play widget.
At the end of the day if the built-in feature doesn't meet your requirements you should be looking for a recording vendor. During the solution design you need to ask if MS completes the solution by doing the audio capture.
* It is possible to build a CAD workflow that manually triggers the recording automatically for each call. This does not scale well because the server will not delete old recordings to make room for new ones if the quota is reached. It will just stop recording. Also, CAD's days are numbered.
Please remember to rate helpful responses and identify helpful or correct answers. -
Contact center users for BE6K/7K
Looking at the supported number of contact users for the BE6K it looks to support up to 100 users on their "H" platform. Does anybody have any information on the limitations for contact center users for the BE7K?
Hi,
UCCX can support maximum 400 users. regarding the HW you need to size the servers based on the VMs you need.
HTH
Anas
don't forget to rate the helpful posts -
Contact Center Failover Solution?
Hi,
We have CiscoCallmanager Publisher/Subscriber and UCCX Server in one site (A). The other sites (B,C) they all use the contact center services from site A. If something happened to site A, we want site B and C can still work. Right now, we only have some integrated service router which is capable of doing callmanager fallback in site B and C. But for contact center, I believe the router can't do the failover. So how can I realized the contact center service failover? Buy and install another UCCX server in site B and C?
I'm new to VoIP stuff. Please help. Thanks a lot.
LouHi Jonathan,
This contact center failover discussion is long time ago. Finally I got the time to give it shot. I'm manually configuring the ephone, ephone-dn and ephone hunt in the router. I noticed I must configure "dial-peer hunt" to specify the dial peer hunt sequence. But how can I use this command appropriately? It has multiple mode to configure. In the normal operation, the router just sent the inbound contact center calls to CTI route point. We have a pots dial peer to match all the incoming call:
dial-peer voice 1 pots
description Incoming Calls
incoming called-number .
direct-inward-dial
We have two queues, when the link to UCCX and UCM is down, I preconfigured two dial-peer to match two different incoming calls like:
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
mso-para-margin:0in;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
mso-fareast-theme-font:minor-fareast;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;}
dial-peer voice 120 pots
description incoming call to group1
service aa-group1
incoming called-number xxx1111111
direct-inward-dial
port 0/0/0:23
forward digits-all
dial-peer voice 130 pots
description incoming call to group2
service aa-group2
incoming called-number xxx2222222
direct-inward-dial
port 0/0/0:23
forward digits-all
Since these two new dial-peer coexists with the old "wildcard" dial-peer matching any incoming calls, I need specify the preferences for them to make router select new dial-peer with auto attendent during the failover. Can the "dial-peer hunt" command do this? Thanks a lot for your help. Really appreciated.
Lou -
R16 Help guide in the chapter 13 - Communications mentions the".... see Oracle Contact On Demand Administration
Manager Guide and Oracle Contact Center Anywhere Administration Manager Guide...."
Pls. where can I find these guides... Tried metalink but a search for Contact center didn't return any guide...
Txs. for any help.
AntonioHi,
http://www.oracle.com/technology/documentation/ccod.html
for Oracle Contact On Demand Documentation
http://www.oracle.com/technology/documentation/siebelcca.html
for Oracle Contact Center Anywhere Documentation
- Prakash -
CTI Problem in inbound call scenario with Siemens OpenScape Contact Center (CMS)
Hello Experts,
we are working on a SAP CRM 7.0 EhP 2 with CTI to a CMS from Siemens (OpenScape Contact Center).
The basic integration works perfect, so that agents get informed about incoming calls in their Interaction Center UI and so on.
Currently we have a problem with handling of incoming calls:
When the agent is available (workmode 'ready') and he does not accept the call, the next available agent in the queue gets the call.
So far, so good. The problem is that the calls, the agent did not accept, do not disappear in the upper right corner. They are counted up to 5 and a timer starts counting up to 600 seconds. When the 600 seconds are reached, the agend gets disconnected from the communication channel, too.
(In case the agent talkes a call again, this counter is reset to again)
Is there any possibility to avoid the signalization of unaccepted calls from CRM side (generally)?
How could we prevent the agent from disconnection after 600 seconds and 5 unaccepted calls from CRM side?
Thanks in advance!
Kind regards
Martin
Message was edited by: Joaquin FornasHi Yoro,
do you click on a physical phone button or on the button in the WebUI.
As far is i know, the OpenScape Contact Center does not support hang up funktionallity of the related button in the WebUI.
If you do not use wrapup time (which is used to give the agent time for the data maintenance before he continues receiving calls) the Counter shoud end after the call.
It seams that the OpenScape does not work propperly.
For more details you can take a look into the Log:
Transaction CRM_ICI_TRACE
You have to set the User Parameter CRM_ICI_TRACELEVEL to value XXX to enable the logging.
Good Luck!
Kind regards,
Martin Gaschk -
Hello all,
I bought an iPhone 5 in the US and brought it back to Brasil. Now I'm trying to use Siri, but once I press the "home" button "voice control" appears and it only works for me to call my contacts. The manual guide tells me to go to Settings>General>Siri. At the General menu "Siri" doesn't appear. What should I do to set Siri up if it doesn't appear at settings>general?
Thank you,
Melanie.Go to Settings>General>Restrictions and make sure Siri is set to On.
-
Contact Center and TeleService for Internal Emplooyees
Any one has information on enabling contact center and teleservice for Internal Employees?
We are planning to use for HR call center for internal employeesWhat version are you looking at? In R12, the contact center allows pulling up an employee record and then you can log a service request.
In 11.5.10, you can use service request form or HTML Service pages to create service request for HR Help desk requests.
You can use Zoom functionality to navigate to appropriate HR forms from SR form.
Maybe you are looking for
-
Can see, but can't print to network printer in Panther Server
I'm running Panther Server 10.3.9 in a vLAN with 16 OS 9 clients. They all print to 2 Xerox Phaser 6200 and 6250 network printers. I am unable to print to either one from a G4 running Server 10.3.9. I have limited desk space so a USB-attached printer
-
This ipod is currently linked to an Apple ID. Sign in with the Apple ID that was used to set up this iPod what do i do??
-
I need more details about an http 404 error
I got the ''http 404, page not found '' error for an existing page in htmldb, I do not know where is the error exactly.How can I do to take this kind of web error in more detail: the procedure that is generating the error, the number of line, the ite
-
ServerSocket with multiple NIC
I need? (want!) to write a server type application that will listen to requests that arrive via 2 (or more) NICs. My problem is that the program seems to ignore the second card. OK some code... waiter1= new Waiter("123.456.789.12"); waiter1.start();
-
to clean i drop a temp tablespace and create another with same name.. Have an another way to clean an temporary tablespace?