Contact Center. Campaign outbounds??

Hi, I'm new to these issues and am trying to make a campaign outbounds for a contact center. In the documentation indicates that the contact information is entered in plain text are the separator comma, but it is producing an error importing contacts. I tried to introduce them to single quotes, without quotes ..... but it still fails. Can someone help? I've been looking for examples and find nothing about it.
A greeting.

Hi,
I've checked it, the information is: "use only comma-separated plain text file with .txt extension", but when import the contacts like this configuration, for example:
     name, last name, phone1, phone2, phone3
or
     'name','last name', phone1, phone2, phone3
or
     'name','last name', 'phone1', 'phone2', 'phone3'
or
devolve an importing error and I dont know how i have to do.
Thanks a lot
Regards

Similar Messages

Scale CCX, Contact Center Express in BE 6000

I know that "The Business Edition 6000 Cisco Unified Contact Center Express supports up to 100 concurrent call center agents with agent-based service" but ....
How is this enforced?
can 110 or 120 Agents concurrent be loged in if there is available ccx licenses?
What about HA, it is active active for ccx since 8.6 ver
I would really appreciate answers
BRegards

Hi,
it may require some programming, but it's possible.
What I would do: use the Cisco Unified Routing Rules Interface (CURRI) API. Here's how:
1. call center agent initiates outbound call;
2. CUCM asks the CURRI server (to be created), with the following parameters: the calling number, the called number;
3. CURRI server asks UCCX: is there an active login associated with this calling number?
If yes, the call will be allowed. Otherwise, it will be denied (perhaps with a treatment, saying that you are not allowed to call this number).
G.

Automactic Import contact list in outbound campain !!!

Outbound Call during work, I encounter a difficulty: When we have a * txt file containing the customer's phone number to call, we must update the file UCCX up manually, so will be very slow . I don't know Has Cisco solution for this is done automatically or not.? I am the Contact Center Express 7.0 version.Thanks very much.

No they don't.
Maybe this thread will help you down an unsupported path?
https://supportforums.cisco.com/thread/1002632

Import Contacts in UCCX Outbound

Hi,
Whether any mechanism to schedule to read the contacts to be imported for UCCX Outbound instead of importing the contacts list each time manually.
Please help

The provisioning API introduced with 9.0 is how you'll do it. I don't recall whether contact managment is in the 9.0 revision of the API or is being added in 10 though.
https://developer.cisco.com/site/tech/communication-collaboration/contact-center/uccxapi/overview/
Please remember to rate helpful responses and identify helpful or correct answers.

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.

Direct CTI Integration with Oracle Contact Center Form

Hi,
We are on 11.5.10.2 and we are trying to implement the "Direct CTI Integration" solution that Oracle suggested to enable Screen Pop in contact center form based on data coming from a third party CTI. In our case we are using Genesys TServers for CTI.
In this document (The equivalent R12 document is on metalink titled DIRECT CTI Integration - Oracle EBS Contact Center & Third Party CTI [ID 734902.1]), Oracle solution involves little to no coding from the Oracle Apps side other than a few profile setups. We are not able to get started on this because we did not find some of the profile options. And the forms did not have the changes that Oracle said it should have. Obviously, we need to apply some patches but not sure which one.
I am wondering if there are any users and customer who have implemented a similar solution that can help us get started.
Thanks.
Regards,
Venkat

It has been a while since we did a test of the Direct CTI integration at my company. We are on a 12 release so the patches are included, unfortunately I can't help there.
Word from the Wise: Be Prepared....
The only development on the Oracle side that was necessary was the configuration of the profile settings. You select a port in the settings which will then instantiate an http listener on the user's thin client.
The development on the CTI side is intensive....you must code an http listener on your client CTI to enable two way communication between the Oracle thin client and your 3rd party CTI client (most likely residing on the desktop of the user PC, in my case, Cisco CTIOS).
Unless Oracle has since changed their model, you cannot just send a blind screen pop to the Oracle client due to the required 2 way communication. There are a lot of request/response's involved (registers, readys, etc). While it is absolutely necessary for an HTTP listener to exist on the Oracle side, I believe that it is unnecessary to have the level of communication required from the 3rd party CTI. The CTI needs the call control, I just don't believe that Oracle needs to know about it.
If I have incorrectly interpreted or understood the model/options, I hope someone can correct me.
Thanks,
Derek

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

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 Fornas

Hi 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

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

CUIS Contact Center Reporting Error

I was getting this error on CUIS Reporting tool. I have developed a report using Database Query. My query runs successfully on SQL Server, but its making error in front end. Could anyone have solution on this?
Thread was being aborted. at System.Threading.Thread.AbortInternal() at System.Threading.Thread.Abort(Object stateInfo) at System.Web.HttpResponse.End() at System.Web.HttpResponse.Redirect(String url, Boolean endResponse) at ViewerLauncher.Page_Load(Object sender, EventArgs e)
Thanks,

Hi,
The Contact Center Simulation runs on the J2EE stack so you need to know your J2EE HTTP port and include that in your URL.
http://<server>:<J2EE Port>/bcb
The J2EE port is different from the HTTP/S port.
Check with your basis team to know you J2EE port.
Regards,
Joost

Installing contact center enterprise 6.0 in new server and upgrading to 7.0

Hi,
I am trying to install contact center enterprise 6.0 into a new server ( earlier both call manage 4.3 and enterprise 6.0 were in the same BOX). So now i am upgrading cucm4.3 to 7.0 and installing enterprise 6.0 onto a new server taking backup from the old server and restoring in the new server. and after that i am planning to upgrade the Enterprise version to 7.0. Is this the right way or there is any other way.

Take a look at the 7.0 Upgrade Guide for your options. You'll be looking for Tech Refresh.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_0/installation/guide/Upgrade_Guide.pdf
Is there any reason why you are not upgrading to UCCE 7.5 which is compatible with UCM 7.0?

Ask the Expert: Deployment and Troubleshooting Cisco Unified Contact Center Express (UCCX) Deployments

With Anirudh Ramachandran and Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco UCCX (such as the integration of Cisco Social Miner to provide agent chat and better reporting using the Cisco Unified Intelligence Center), as well as the existing features of Historical Reporting, custom reporting using the historical database, Agent Email services, JTAPI integration with CUCM, and the HA over WAN cluster mechanism.
Anirudh Ramachandran is a customer support engineer at the Cisco Backbone Technical Assistance Center in Bangalore, India. Working in the Asia-Pacific time zone for the last two years, he focuses on Cisco Unified Contact Center Express issues and specializes in Linux, JTAPI/CTI integration, and UCCX system and database issues. He holds the CCNP Voice and UCCX Specialist certifications, and is also a Red Hat Certified Engineer. Anirudh writes tools and automates bug workarounds for UCCX in addition to working on TAC service requests, and currently has authored and co-authored seven such tools. Anirudh graduated from the National Institute of Technology Karnataka with a Bachelor of Technology in Computer Engineering.
Abhiram Kramadhati is an engineer with the Contact Center Backbone team in the Asia Pacific timezone. He has been working with UCCX since he started with Cisco 2 years ago. During his time at Cisco, he has built his expertise around UCCX Telephony applications, JTAPI integration, UCCX system behaviour, LDAP components and also UCCX as IPIVR in UCCE environments. He also works on other technologies including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the region. Abhiram is a Telecommunications engineer from Bangalore, India.
Remember to use the rating system to let Anirudh and Abhiram know if you have received an adequate response.
They might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video Contact Center subcommunity discussion forum shortly after the event. This event lasts through May 3, 2013. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

Hi Anthony,
Thanks for the question.
This is an interesting requirement, since the UCCX trigger's configuration is translated only to the Call Forward Busy External setting on the CUCM.
Trigger creation:
144768: Apr 22 21:54:23.789 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet.updateNewTrigger() - Creating a new Trigger :1234
144876: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet routePoint = 1234
144877: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet description = testt
144878: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet deviceName = testt
144879: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePool = {1B1B9EB6-7803-11D3-BDF0-00108302EAD1}
144880: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePoolName = Default
144881: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpace =
144882: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpaceName = None
144883: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet redirectCSS = default
144884: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet location = {29C5C1C4-8871-4D1E-8394-0B9181E8C54D}
144885: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet locationName = Hub_None
144886: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partition =
144887: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partitionName = None
144888: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfile =
144889: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfileName = None
144890: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyVM =
144891: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyDestination =
144892: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSS =
144893: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSSName = None
144953: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: try makeRequest() on AXL: 10.106.113.142, AXLUser: axl, AXLPassword: XXXXXX
144954: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:CCMVersionSOAPAdmin.getAXLVersion():7.1
144955: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - Start REQUEST ====================
144956: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 440
http://schemas.xmlsoap.org/soap/envelope/">MADM_5691234CRS Line descriptionCallPark
144957: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - End REQUEST ==================
144958: Apr 22 21:54:23.914 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: getSocket: MADM_LIB_AXL_AXL_SOCKET_POOL-0-79[TLS_RSA_WITH_AES_128_CBC_SHA: Socket[addr=10.106.113.142,port=8443,localport=44913]]
144987: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - Start REQUEST ====================
144988: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 839
http://schemas.xmlsoap.org/soap/envelope/">MADM_570testttesttCTI Route PointCTI Route PointCTI Route PointSCCPUserRing1000010000
144989: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - End REQUEST ==================
145014: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - CTI RP created.
145015: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - Created a Route Point = 1234
As you would aready know, the UCCX will send an AXL request (within the SOAP envelope) to the CUCM to create this RP. Looking at the existing code, there does not seem to be a method where we are differentiating between CFB_internal and CFB_external while sending this request.
We have taken this as an enhancement request and also spoken to the business unit about the same. It has been added to the roadmap, we will reach out to you offline to understand the business case so that the process can be expedited if needed.
Keep the questions coming
Cheers,
Abhiram Kramadhati

CISCO UNIFIED CONTACT CENTER EXPRESS - SMS INTEGRATION

Is is possible to integrate Cisco Unified Solutions (Cisco Unified Contact Center Express) with a SMS system? Do you have any recommendation of solution (ej. Quescom)?

We do this all the time using XLM and SOAP...what exactly did you have in mind?
Peace,
Michael Clendening
CCIE 6487 (ISP-Dial)

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HI All,
I am trying to simulate CCS , by following a blog /people/stephen.johannes/blog/2008/05/21/crm-contact-center-simulator-setup .
I have acccessed BCB via http://<javahost>:<javaport>/bcb , but once i am into the screen,it asks to login as admin . i tried logging in with my usual user id , but its not allowing me and hence not able to simulate the phone call.
Any help or any other approach of simulating the call
Many thnx in advance
Chandu

Hi Chandu,
If you add the SAP_J2EE_ADMIN role to your user account, you should be able to log into the simulator.
Sincerely,
Glenn
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Covington Creative
www.covingtoncreative.com

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