Contact center desktop Agent stealth mode issue (8.0.2)

So here is the deal.
We're running windows XP and the verstion of desktop agent that i've noted above.
When the agents put the desktop software in "stealth" mode it goes into the systray. However when they receive a call, it takes over priority (only way I can describe it) and does not stay in "stealth".
Has anyone come accross this? Any docs on a solution would be great.
Thanks,
BR

Are you saying that it regains focus (i.e. reopens)? I'm not sure how to interrupt "takes over priority".
Stealth mode should only regain focus if a team message or email is received. If it is doing this for a call it's a bug. From the CAD user guide:
The window appears as an icon in the system tray (lowerright-hand corner of your desktop, next to the systemclock) and doesn’t appear unless double-clicked or if youreceive a team message or an e-mail.
Speaking of bugs, I strongly recommend that you place a PUT order for 8.5 and apply 8.5(1)SU1. The 8.0(x) release is a train wreck and has caused multiple CAP cases.

Similar Messages

Contact Center - timers agents

Hi,
I have been assigned by my company to manage CUCM and UCCX. All this because I have a little background of Alcatel OXE systems. For the moment I am quit busy to learn how to handle those products but there is still a long way to go. So sorry for the "maybe" stupid question.
That being said, our people from the helpdesk who are all in the Contact Center are asking me the next thing to configure:
When the agents are taking a call and after a few minutes end that same call by hanging up, they are immediately free for a second call. That's something they want me to change. Because they have to fill in a ticket, they need some time before the next call come in. So they are asking me if there is a way to be "offline" or "still busy" for about 15 seconds.
Is this something easy to implement in UCCX? Or is this the wrong place to config this and should it be done in CUCM? I'm looking for timers, hunting groups but don't find what I am looking for. I think I'm looking at the wrong place.
For the RTFM people, I do read manuals and check very interesting video's on how to handle all this, but like I said; I'm just into it and the problem is that I don't have time credit on this one.
Many thanks for the help.
Kind regards,
Max

Gergely,
I found something else.
On the Cisco website we can read:
Wrapup Time
Determines if agents automatically enter Wrapup when a call ends.
Like you mentioned already.
From the Unified CCX Administration menu bar, choose Subsystems > RmCm > Agent Based Routing Settings. The Agent Based Routing Settings area opens.
When I go there, I don't have the wrapup option.
Then there is an interesting note:
The Agent Based Routing Settings are available only if you are using Unified CCX Enhanced or Premium license packages.
When I check the licenses on my system:
Configured Licenses:
Package: Cisco Unified CCX Standard
IVR Port(s): 150
Cisco Unified CCX Standard Seat(s): 10
Cisco Unified CCX Maximum Agents: 300
So my research ends here? As a beginner I should say yes. Or are there other ways to configure what is asked to me?
Kind regards,
Max

Contact Center Express 8.5.1 Issue

Hi:
I'm installing a Cisco Contact Center Express 8.5.1 in a virtualized server but when I tried to configure a team, I observed there ar a lot of Default teams created and every time new Default teams are created.
Any idea about what is making this trouble?

This is a known bug filed under CSCtq40046. There have been so many TAC cases over this that Cisco released a COP file for it. You'll want to apply it or upgrade to a Fixed In version which appears to be 9.0.
Please remember to rate helpful responses and identify helpful or correct answers.

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?

Contact Center Agent disappears after logging in

Greetings,
I've come across a strange issue happening with one of my users. She will attempt to log into the 8.5 UCCX agent. Once she logs in, the agent disappears from the desktop completly and isn't in the systray either. If I start the task manager on her computer, I can see the agent*32.exe process running, but it can't be found anywhere.
I've uninstalled the agent, reboot the computer, and then re-installed. Unfortunately this didn't resolve the issue.
Has anyone seen this issue and figure out the probelm?
She is running Win 7 64-bit and the agent version is Build 8.5.1.312
Thanks

Hi Joe,
Please check if the Stealth mode is enabled in the Desktop preference.
Desktop Preferences
If your administrator configures your toolbar so that you have access to the Preferences button, you can change your Agent Desktop window behavior and accessibility options
To set your desktop preferences:
1.Click Preferences on the toolbar. The Desktop Preferences dialog box appears.
2.Select the preferences you desire on each tab, and then click OK.
Reference: page 30
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.
Anand
Please rate helpful posts !!

Contact Center Simulator (CCS) agent details

hi friends
When i use the Contact Center Simulator (CCS) and click on Agents to see the total number of agents who are logged on and available it displays
"Currently no agents are logged on to CCS".
I dont know where is the problem can any one help me as its a urgent requirement to test the working.
Do i have to assign and channel seperately to agent also if so how plz help us?
Thanks & Regards
Pulkit

Hello Pulikt,
Do the following :
Step 1.) Open up the IC Web client, log into it by using your CRM system user and ensure that the telephony channel is selected. Select Work mode : Ready using the radio button.
Step 2.) Choose refresh on the CCS Agent Over view page.
Hope this helps in solving your problem.
Regards,
Khushboo

What is the best way to set up direct to agent calling in Contact Center Enterprise?

I have a need to route to agents from a menu choice or extension. We use an extension and a seperate agent login for our associates. I need to keep the call visible to Contact Center for reporting but it must route to the users Voicemail extension if the Agent is not available. There could be up to 20 of these in a sales unit that have to be setup. I am doing the first now and want to set it up the best way from the start. any suggestions?

There are a few ways to go about this.
Say, for example, that your agents have the following on their phone:
ACD line (no voicemail), same as Agent Peripheral ID
Personal line (with voicemail)
In my environment, we have a *XXXXXX pattern set up in CUCM which will go directly to the voicemail box of extension XXXXXX.
In my extension entry script, I use a Queue to Agent node with indirect agent reference. The caller inputs the Agent's ACD number, and if the Agent is available it delivers directly to them. You could of course continue queuing with messaging at this point, but in my case I follow up the Queue node with a Label that concatenates * to the number the caller entered. In Unity, I have configured the personal voicemail boxes with Alternate Extensions equal to the ACD line numbers.
Here's an example flow:
Caller enters ACD 801234 at prompt
Queue to Agent node queues to 801234
Agent not available, so Label node returns *801234
*801234 gets sent to CUCM (in my case through CVP). CUCM sends 801234 to Unity
Unity matches 801234 on Alternate Extension of 805678 personal line
Caller hears voicemail prompts for 805678
The important part of this design in my opinion is the direct-to-voicemail pattern (*XXXXXX in my example). You wouldn't want to overflow calls to a non-ACD number that actually rings the Agent's phone, as there is then the potential for calls with poor reporting. Getting to the right voicemail box can be done with Alternate Extensions as above, or you could keep a database table of AgentID-Extension matches and use the DB Lookup node in ICM.
-Jameson

EM for contact center agents

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 Kaul

Hi 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

The sandbox of Unified Contact Center Enterprise always shows the error "Finesse is out of service."

Hi guys,
I reserved the sandbox of Unified Contact Center Enterprise. But when I open the desktop application from the url "http://10.10.20.60/desktop/container". It always shows the error "Finesse is out of service.".
Does anyone meet the issue?
William

Hi DeveloperMax,
According to your description, the error occurs when you execute the package with Agent job on clustered MSSQL 2012 Enterprise Nodes.
As per my understanding, I think this issue can be caused by you use SQL Server Agent to schedule a SQL Server Integration Services package in a 64-bit environment. And the SSIS package is referencing some 32-Bit DLL or 32-Bit drivers which are available
only in 32-bit versions, so the job failed.
To fix this issue, we should use the 32-bit version of the DTExec.exe utility to schedule the 64-bit SQL Server Agent to run a package. To run a package in 32-bit mode from a 64-bit version of SQL Server Agent, we can go to the Job Step dialog box, then
select “32 bit runtime” in the Advanced tab.
Besides, we should make sure that SQL Server Integration Services is installed on the failing environment.
If there are any other questions, please feel free to ask.
Thanks,
Katherine Xiong
Katherine Xiong
TechNet Community Support

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

App-v cubacs and desktop agent

I have a client who is upgraded their CCM environment to version 10. We will be deploying a CUBACs server and client and contact centre express desktop agent and supervisor agent. They are also looking at deploying the desktop applications in a Microsoft App-V (ver 5.0.12180). I have a quick google search to see if the App-V environment is support for these but not found anything. Has anyone out there come across deploying these packages in an App-V environment, and if so are the any issue?

See the App-V client to see if it is attempting to delete the shortcuts during a refresh - you may need to set the log to verbose mode first.
Twitter:
@stealthpuppy | Blog:
stealthpuppy.com
This forum post is my own opinion and does not necessarily reflect the opinion or view of Microsoft, its employees, or other MVPs.
Please remember to click "Mark as Answer" or "Vote as Helpful" on the post that answers your question (or click "Unmark as Answer" if a marked post does not
actually answer your question). This can be beneficial to other community members reading the thread.

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

CTI OS desktop agent cannot answer call

Hello All,
I am seeking a suggession on a issue which seems to be lying with network.
Agents are located in different location and all remaining Cisco components like ICM, CVP and CCM are in data center.
Agent succesfully logs in via CTI os Dsktop agent and IP phone, but when call is transferred, its state fluctuates between ready and reserved. CTI OS desktop agent never goes to talking state and call never lands on IP phone.
Network team claims nacessary routing and firewall ports are already open.
Seeking suggesion to further isolate and what logs/traces can be collected to identify the source of issue.
Tried 1 test agent login in data center and observed that in data center call lands to agent succesfully.
Any directions/pointers?
TIA
Regards,
Kailash

Hi Kailash,
Could you please check the below points:
1. Check if you associated the Agent phones to CCMPG user.
2.Symptom: Agent receives calls, but loses them after a few seconds before they can be answered.
Possible Cause The Ring No Answer feature is probably set on your ICM system. Open the ICM Configuration Manager and increase that value or disable it all together. (Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for more information on how to configure the Ring No Answer feature.)
3. Make sure the CSS and partitions are proper.
Also refer the below troubleshooting guide for more information,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_2/troubleshooting/guide/ctits.pdf
Hope it helps,
Anand
Please rate helpful posts by clicking on the stars below the right answers !!

Contact center desktop Agent stealth mode issue (8.0.2)

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