Contact Center CAD IP Address

Is there any way I can get currently logged in CAD's IP address from UCCX application or select from DB?
Get User Info step doesn't have IP field.
Running UCCX 8.5.
Thanks

If you are sending XML payloads to CAD, you are probably using IPC, correct?
The best way you can handle this then is have the CAD login action "register" the login with your IPC server.
Here's a video I made, showing how CAD can talk to an IPC server (written in ruby).
http://www.youtube.com/watch?v=88E-z0ShlFE
Here is a forum thread where I gave away the code:
https://supportforums.cisco.com/message/3041806#3041806

Similar Messages

CAD from Contact center into SAP CRM

Hi All,
I am no SAP expert, but the following is what we are trying to achieve:
-A call comes into a contact center application
-Via an integration this call is send to a SAP ICI webinterface and ends up at the agent logged on to that SAP session.
Now we have an awkward situation that the original number coming from the PBX is rather misformed +00031123456789. What we are expecting is +31123456789. The number coming from the PBX can be changed, but that is going to have consequences for all other people that are not connected to SAP, so doing this is not an option.
What I have been reading about is that it is possible to get CAD (Call Attached Data) to be send into the SAP ICI environment.
The contact center application is delivering the data in the following XML format:
What I am interested in is to map all these fields into such a way that I can use them in the SAP ICI interface.
I have been reading Link:[; and in there it is mentioned that there needs to be a mapping between these fields and an XSLT and ABAP. And a reference to a book.
Is there anybody that can help me with this? Or give me some other advice that could help me out in this case. I would very much appreciate it.
Thank you all very much for your input.
Best regards,
Corné

Hello Corné,
I'm guessing the reference was to my book, "Maximizing Your SAP CRM Interaction Center" from SAP Press, where on page 396 I offer a paragraph on how to identify a call via CAD rather than ANI.
Here's the excerpt:
How to Identify Account via Call Attached Data (CAD)
Is the Interaction Center able to identify a customer via account number contained in call attached data (CAD) rather the via automatic number identification (ANI) service?
Yes, it is possible to identify a customer by extracting the customeru2019s account ID from the call attached data (CAD). This can be configured in the IMG activity Define Account Identification Profiles (transaction CRMC_IC_BPPROF) in the fields under Contact-Attached Data Extraction. In the CAD Application ID field, enter the value that appears in the application ID tag that appears in the XML code of the Interactive Voice Response (IVR) system that collects the customeru2019s account number (e.g., u201CGenesys-CADu201D). In the XSLT file field, enter the name of the XSLT program that is responsible for extracting the account ID from the contact attached data. You are responsible for creating this XSLT file. However, SAP delivers a sample XSLT file that you can reference, named CRM_IC_BPIDENT_EXT_IAD_TO_ABAP. SAP also provides a sample program showing how to extract CAD data from, for example, Genesys named CRM_IC_BPIDENT_EXT_IAD_GENESYS. See SAP note 707104 for additional information.
Best regards,
John

Ask the Expert: Cisco Unified Contact Center Express (UCCX) Version 10.0 - Upgrade, Migration, and New Features Overview

With Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.
Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:
Installation
Upgrade from previous versions - both Linux and Windows
Migration from MCS to Cisco UCS environment - Different methods and best practices
New features - Overview and limitations
This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.
Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).
For more details about this topic, refer to the recently published Tech-Talk Video and Blog.
Remember to use the rating system to let Abhiram know if you have received an adequate response.
Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration community, sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

Hi Anurag,
Thanks for your questions.
1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?
I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.
2:Is there any version change for Linux OS used as VOS,
The Linux version is Red Hat Linux 5. To be precise:
[root@uccx10pub /]# cat etc/redhat-release
Red Hat Enterprise Linux Server release 5.7 (Tikanga)
3:Is there any API architecture change in UCCX 10 from previous releases ?
I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?
Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:
Inter CPU Model
It it is on thVMWare Hardware Compatibilty List
You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:
http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22
6:Is Host name change supported?
Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)
Cheers,
Abhiram Kramadhati

How to go about pursuing Contact Center

Hello,
I wish to pursue Contact Center and CVPI.
I would like to know what are the per-requisite for these specialized voice course.
Kindly suggest a path of different technologies needed for UCCE.
ICM and IP IVR are separate module or are they covered in dept in CVPI or UCCE?
Please suggest how to go about pursuing my goal.
Regards.

UCCE is an umbrella solution that includes ICM (central controllers, PGs, AW, HDS) as ACD, then you have CVP as the IVR working with VXML GWs, CUCM as PBX, CUIC for reporting (or 3rd party), Finesse or CTI OS, or CAD for agent desktop, optional CUSP as SIP proxy and bunch of 3rd parties if needed for call recording, workfrce management, wallboard, etc, etc.
ICM can also run outside of UCCE integrated with 3rd party ACDs, but this is more rare in recent years.
HTH, please rate all useful posts.
Chris

SAP Contact Center SP7 OnPremise released

Hi all,
We are very happy to announce that SAP Contact Center 7.0 SP7 is now available at SAP Service Marketplace (SMP):
Link to SP7 Release Notes: https://service.sap.com/sap/support/notes/1902610
Link to updated SAP Contact Center Guides: https://websmp107.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000741563&
Updated Application Helps can be found via SP7 system user interfaces: IA, SC, CDT, Convergence, Monitoring, Reporting or via
SAP Help PortalOur address at SAP Help Portal is also renamed and can now be found from http://help.sap.com/contact-center
SP7 contains also many new & enhanced functionality – please see release notes & updated manuals for details (links above).
Please free to ask questions if you have any about new naming or anything related this release.
Regards,
Jukka
SAP Contact Center Team
PS: Cloud version is planned to release during next week.(26)

Hi Jukka,
I would like to look at the documents linked in the above post (in relation to BCM support on IE11 and Windows 8.1), but when I click on the links, I get prompted for login and password. My usual Marketplace login and password don't work. Could you advise at all?
Thanks,
Adele

Contact Center query

Dear Gents,
I have a question regarding contact center, let’s start with the existing scenario:
There is a simple contact center script with multiple menu options for the caller to choose one of them let’s say, 1 ènew subscription, 2 è complains, ….etc. suppose the following happens, a caller who need new subscription chose option number 2 (complains) and directed to a complains agent and this agent addressed this caller needs.
The problem is this call will be recorded in the CCX reports as option 2 (complains) call although it was actually a new registration (option 1) which will be misleading in the CCX reports.
So briefly the customer needs something to be configured to facilitate the agents to indicate that the previous call was belonging to another submenu (option) after he finished talking with the caller in order to give accurate statistics in the CCX reports
So please could you tell me how this can be implemented.

You can setup additional trigger number the agent can transfer the call to internally and inside the script send the call directly to respective queue bypassing the initial menu in this case u can get reporting based on this trigger and queue
Sent from Cisco Technical Support iPhone App

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

CISCO UNIFIED CONTACT CENTER EXPRESS - ANSWERING TEMPLATES

It is possible in Cisco Unified Contact Center Express 8.5, Premium, to configure some templates for mail / SMS / chat answers, so all agents can serve customers in a predefined style?

If you are referring CAD Agent EMails you can check the section "configuring Templates" in the link below
========
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
========
Regarding chat - Agents can communicate only with team members , supervisors and SME (if presence is enabled). The closest what you can have for the template is "
Predefined High-Priority Chat Message" which can be checked on page 57
=========
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf
=====
Hope this helps
Regards
Anuj

Using cisco jabber in a contact center environment

Hi All,
We have recently thought about using Cisco Jabber 10.5 in our environment for all contact center users follwoing are the versions we use
CAD - 8.5
UCCE - 8.5.3
CUCM - 8.6.2
We do not have a presence server but are planning on the same as we require it for jabber. Like to know if there would be any issues using CAD and CSD when we use jabber as a soft client and is there a requirement for CIPC or hardphones to be used with jabber.
Please help me out

This might help you out.
"Certain advanced use cases, such as those that involve posture assessment, profiling, and web authentication, are not consistently available with non-Cisco devices or may provide limited functionality, and are therefore not supported with non-Cisco devices. In addition, certain other advanced functions like central web authentication (CWA), Change of Authorization (CoA), Security Group Access, and downloadable ACLs, are only supported on Cisco devices.""
http://www.cisco.com/en/US/docs/security/ise/1.1.1/compatibility/ise_sdt.html

Cisco Unified Contact Center Express 8.5 feaures ( Standard License)

Can somebody give some info regarding what are the Highliting feaures that i can have with UCCX Sandard Licenses. ?
Can the Agents use CAD and for Superviosrs CSD ?What are the highligting features available with Sandard License ?
Recording and Silent Monitoring is Possible ?
Configured Licenses:
Package: Cisco Unified CCX Standard
Total IVR Port(s): 300
Cisco Unified CCX Standard Seat(s): 23
High Availability : Disabled
Cisco Unified CCX Maximum Agents: 400

Dear mohamedbineesh,
Allow me to answer as best as I can.
UCCX Standard Edition is quite a limited package, you won't be able to use features like CAD or Silent Monitoring/Recording. You can use Supervisor Desktop, but again, the features are limited, for a full view of features that you can use with Standard Edition, please check the document below:
Cisco Unified Contact Center Express
Solution Reference Network Design
Cisco Unified Contact Center Express, Release 8.
Cisco Unified CCX Packaging
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf
IPPA features
CSD supported Licensing platforms
I hope this helps. Any question please let me know.
Regards,
Daniel Amador
CCIE# 38898 (Voice)

SR created using cs_servicerequest_pub.Create_ServiceRequest is not able to search it in Contact Center.

Hi All ,
I have created a SR using following sql api
declare
lx_msg_count NUMBER;
lx_msg_data VARCHAR2(2000);
lx_request_id NUMBER;
lx_request_number VARCHAR2(50);
lx_interaction_id NUMBER;
lx_workflow_process_id NUMBER;
lx_msg_index_out NUMBER;
lx_return_status VARCHAR2(1);
l_service_request_rec CS_ServiceRequest_PUB.service_request_rec_type;
l_notes_table CS_SERVICEREQUEST_PUB.notes_table;
l_contacts_tab CS_SERVICEREQUEST_PUB.contacts_table;
begin
-- Populate the SR Record type
l_service_request_rec.request_date := to_date('19-NOV-2013 16:27:34', 'dd-MON-YYYY
HH24:MI:SS');
l_service_request_rec.type_id := 4;
l_service_request_rec.status_id := 1;
l_service_request_rec.urgency_id := 44;
l_service_request_rec.inventory_item_id := 2530;
l_service_request_rec.inventory_org_id := 204;
l_service_request_rec.severity_id := 6;
l_service_request_rec.summary := 'TEST IBIZ';
l_service_request_rec.caller_type := 'ORGANIZATION';
l_service_request_rec.customer_id := 3532;
l_service_request_rec.verify_cp_flag := 'N';
l_service_request_rec.sr_creation_channel := 'PHONE';
l_service_request_rec.resource_type := null;
l_service_request_rec.group_type := null;
l_service_request_rec.owner_id := null;
l_service_request_rec.owner_group_id := null;
l_service_request_rec.bill_to_site_use_id := 1583;
l_service_request_rec.ship_to_site_use_id := 2359;
l_service_request_rec.exp_resolution_date := to_date('19-DEC-2013 16:27:34', 'dd-MON-YYYY
HH24:MI:SS');
l_service_request_rec.install_site_use_id := 178401;
l_service_request_rec.account_id := 3670;
l_service_request_rec.obligation_date := to_date('22-NOV-2013 16:27:34', 'dd-MON-YYYY
HH24:MI:SS');
l_service_request_rec.category_id := 1376;
l_service_request_rec.last_update_channel := 'PHONE';
l_service_request_rec.category_set_id := 27;
l_service_request_rec.incident_occurred_date :=to_date('19-NOV-2013 16:27:34', 'dd-MON-YYYY
HH24:MI:SS');
l_service_request_rec.incident_location_id :=178401;
l_service_request_rec.incident_country :='US';
l_service_request_rec.last_update_program_code :='CSXSRTAB';
l_service_request_rec.creation_program_code :='CSXSRTAB';
l_service_request_rec.bill_to_account_id :=3670;
l_service_request_rec.ship_to_account_id :=3670;
l_service_request_rec.bill_to_party_id :=3532;
l_service_request_rec.ship_to_party_id :=3532;
l_service_request_rec.bill_to_site_id :=2915;
l_service_request_rec.ship_to_site_id :=2915;
l_service_request_rec.incident_location_type :='HZ_PARTY_SITE';
dbms_output.put_line('before calling public sr');
FND_GLOBAL.APPS_INITIALIZE(
user_id => 0,
resp_id => 21739,
resp_appl_id => 514);
cs_servicerequest_pub.Create_ServiceRequest (
p_api_version => 2.0,
p_init_msg_list => FND_API.G_TRUE,
p_commit => FND_API.G_FALSE,
x_return_status => lx_return_status,
x_msg_count => lx_msg_count,
x_msg_data => lx_msg_data,
p_resp_appl_id => 514,
p_resp_id => 21739,
p_user_id => 0,
p_login_id => NULL,
p_request_id => NULL,
p_request_number => NULL,
p_service_request_rec => l_service_request_rec,
p_notes => l_notes_table,
p_contacts => l_contacts_tab,
x_request_id => lx_request_id,
x_request_number => lx_request_number,
x_interaction_id => lx_interaction_id,
x_workflow_process_id => lx_workflow_process_id );
dbms_output.put_line('Return Status : ' || lx_return_status);
dbms_output.put_line('Inserted request id: ' || lx_request_id );
dbms_output.put_line('Inserted request num : ' || lx_request_number );
dbms_output.put_line('Interaction ID : ' || lx_interaction_id );
IF (lx_return_status <> FND_API.G_RET_STS_SUCCESS) then
IF (FND_MSG_PUB.Count_Msg > 1) THEN
--Display all the error messages
FOR j in 1..FND_MSG_PUB.Count_Msg LOOP
FND_MSG_PUB.Get(
p_msg_index => j,
p_encoded => 'F',
p_data => lx_msg_data,
p_msg_index_out => lx_msg_index_out);
DBMS_OUTPUT.PUT_LINE(lx_msg_data);
END LOOP;
ELSE
--Only one error
FND_MSG_PUB.Get(
p_msg_index => 1,
p_encoded => 'F',
p_data => lx_msg_data,
p_msg_index_out => lx_msg_index_out);
DBMS_OUTPUT.PUT_LINE(lx_msg_data);
DBMS_OUTPUT.PUT_LINE(lx_msg_index_out);
END IF;
END IF;
exception
when others then dbms_output.put_line('in others main ' || sqlerrm);
commit;
end;
I am able to create SR using above code but when i try to search using the SR number it say no LOV is found from Contact Center . Please
help me out.
Thanks
Mark

Hi Mark,
Have you tried setting p_commit to FND_API.G_TRUE?
HTH, Ryan.

I have a new iPad. I am using Comcast as my email provider but when I send a message, it pulls up the facebook email addresses for my contacts instead of the addresses stored in my comcast account. How can I get rid of the Facebook email addresses? The

I have a new iPad. I am using Comcast as my email provider but when I send a message, it pulls up the facebook email addresses for my contacts instead of the addresses stored in my comcast account. How can I get rid of the Facebook email addresses? The comcast addresses are stored in the comcast (xfinity) app. I do not use the "mail" or "contacts" apps ....I go straight to comcast (xfinity). I wish I could start over!!! thanks.
iPad

I could be wrong, but it sounds like Facebook imported to your contacts. I have the Xfinity app on my new ipad, too, but none of my stored contacts from the online version are showing, only what I manually entered into the iPads contacts are there. When I did add the FB app, I did not grant it permission to push and pull from my ipad (not a fan of FB knowing every detail about me), so that may be where our difference lies. You could try to open the app and change your privacy settings, or delete it and then reinstall without granting permissions to integrate.
I'm sure someone here with a lot more knowledge then me can probably diagnose your issue better, though. Good luck!

How do I rid my contacts list of unwanted addresses that only display when creating a message. These contacts are not in my normal contacts list.

When using my contacts list to address a message, I have unwanted addresses NOT created or entered/saved by me in my contacts list. These addresses do not appear in my contacts database/list.

Restore the backup

No longer able to drag a contacts group into mail address line

With the latest update to OSX, I cannot drag a Contacts group to the address line in Mail. How can I restore this function?

Nvm I figured it out, the option I was looking for was under Summary on the iPhone "manually manage music and videos"

Best Practice for Shared Contacts available as an Address Book in Outlook??

Yep so crazy that Microsoft still refuses (by design) to enable address book option for Shared contacts!!!!!!! So I am asking what do they suggest then for my clients to have a shared contact list that is available as an address book and available
to sync to your phone?
Problem:
I have a client that the boss has a contact list in his outlook that he has synced to his phone that is shared so that everyone else on his team can see the contacts, since it is a shared contact list users are not able to add it to their address book (by
design..nice design)
Solutions I know of:
1.Use public folder for contact list...= Nope public folder contact list will not sync with his iphone/ipad...(yes there are 3rd party tools but I would prefer to not go this route)
2.Sharepoint....I have heard this one but don't know much about it. How does it sync to outlook and phones? Is it seemless? can user add contacts in outlook?
3. ??
Seems like this would be a huge issue that microsoft would have fixed by now. Let me know if anyone has any ideas...
Sbs 2003 I will miss you !!!!

Hi,
For more methods of making Shared Contacts available as an Address Book, you can refer to the following articles:
http://social.technet.microsoft.com/Forums/en-US/9d20ffad-d49a-4aa3-8d49-c63b8d4583ee/adding-shared-contacts-to-the-address-book-without-public-folders-in-outlook-2010?forum=outlook
Add shared Contacts folder as Address Book list:
http://www.msoutlook.info/question/614
Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make
sure that you completely understand the risk before retrieving any suggestions from the above link.
Hope it can help you.
Thanks,
Angela
We
are trying to better understand customer views on social support experience, so your participation in this
interview project would be greatly appreciated if you have time.
Thanks for helping make community forums a great place.

Contact Center CAD IP Address

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