Contact Center Ent. Integration with CUCM

I have CUCM 8.0 and CCX 8.0 and i am trying to setup the integration between them.
I have created a user on the CUCM and CTI Port and done the required configuration on the CCX.
Under CTI Port Status & IP Address it is giving unknown.
I have attached the configuration on CUCM and CCX.
Any help will be highly appreciated.

this is wrong , they have to be created on the UCCX , the UCCX will automaticly creat them on the CUCM.
check the link below :
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/configuration/guide/uccx801ag.pdf
Amer

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Jabber cannot Call - Integration with CUCM/AD

Dear all,
I installed CUCM 9.1.1 and CUPS 9.1.1 with Jabber client 9.0.1.
when I run Jabber on a joined domain PC (login with AD username and password), there are no problem with the calling ability.
But when I try to use a non-join domain PC (I am using VPN to connect to office network and using my personal PC), only the chatting feature that are available. I cannot loggin to phone accounts and cannot make any calls with my Jabber client.
Should I use UDS integration with AD?
Thanks,
Hasan

Hi Hasan,
Can you take a look on this thread:
https://supportforums.cisco.com/message/3914353#3914353
If you still have problem connecting, can you try with newer version of Jabber?
Regards,
Srdjan

Profit Center(Controling ) integration with SAP CRM Billing

Hi,
we are using SAP CRM5.O & R/3 4.7.
Can you please some body give the information of Integration CRM Service billing integration with Controling(profit center).
Regards
Chandra
Edited by: Chandra Sekhar Reddy.Botla on Apr 22, 2008 10:14 AM

HI Anup,
Thanks for your information .
Here i will explain teh business senario.
Here my client is doing service on behalf of Actual service Provider(ex: cell repairs, On behalf of Nokia my client dong service for the End customers. warranty ).
So that we creating service order & billing on end customer, but payer will be the brand (nokia) .
so here there is no expence relate transaction are posting. Here we are doing only billing (revenue related transactions). This revenue has to be posted to concern profit ceneter. Where we will give teh profit center integration with CRM Service.
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Edited by: Chandra Sekhar Reddy.Botla on Apr 22, 2008 7:27 AM

Cisco TS 320 integration with CUCM

Dear Expert,
Is there any way we can integrate the TS 320 with CUCM without any conductor.
Means by SIP trunk or as Conference bridge.
BR

I have TS on Media 320, so its means we can not use it as locally managed.
The TelePresence Server on Media 310/320 and Cisco TelePresence Server on Virtual Machine do not support locally managed mode; on these platforms, the
TelePresence Server must be managed by a system like Cisco TelePresence Conductor or Cisco TelePresence Exchange System.
BR

Jabber for Windows - without LDAP integrated with CUCM Jabber UDS - NO PEOPLE CAN SEARCH

Hi all Jabber Experts,
I have the CUCM, which is the versin 8.6 and the Presence Server, which is the version 8.6, that is not integrated the LDAP, but I want to deploy the Jabber for Windows.
So I would use the UDS to deploy the Jabber for Windows (modified the XML and uploaded to the CUCM TFTP server).
Finally, that can login the users, which is manually added from CUCM.
But I cannot search other users from the Bubby List. Any idea for that?

First of all, either you use CUCM 8.6 with CUPS 8.6, or you use CUCM 9.1 with IM&P 9.1, what you're mentioning is just impossible as they're not compatible and that's not supported.
HTH
java
if this helps, please rate
www.cisco.com/go/pdihelpdesk

Need Urgent Help on Meeting Place Integration with CUCM 7.1 and AS5400 PSTN Gateway

Hi,
This is first time I am on this forum.
I have already tried going through a lot of docs on docwiki.cisco.com but couldn't find complete configuration help.
I have to integrate Meeting Place 8.X with an existing CUCM and an E1 gateway (PSTN Gateway) AS5400.
The CUCM is already part of a Telepresence Environment. I need to create a SIP trunk between AS5400 and CUCM 7.1 and then create a Trunk between AS5400 and Cisco Unified MP 8.X and then between CUMP and CUCM.
I need help on AS5400 SIP Configs as well as parameters I need to cover on CUCM (Though I have done some basic dial-peer configs but they haven't been of much help).
Then I also need help on AS5400 SIP configs with CUMP 8.0
Any docs on Integration between CUMP and TP3000 will be of great help too.
Rgds,
Asim

I can get the Ricoh to register as sip endpoint, it answeres then imediatly disconnects. Doing a monitor with Wireshark looks like it attempts to negotiate t38 but fails. Any idea why this fails?
|160.260684000|         INVITE SDP (g711U)            |                   |SIP From:
|         |(5060)   ------------------> (5060)   |                   |
|160.338806000|         INVITE SDP (t38)              |                   |SIP Request
|         |(5060)   <------------------ (63435) |                   |
|160.339545000|         491 Request Pending           |                   |SIP Status
|         |(5060)   ------------------> (5060)   |                   |
|160.547894000|         406 Not Acceptable            |                   |SIP Status
|         |(5060)   <------------------ (63435) |                   |

LDAP Integration with CUCM 9.0

We would like to use LDAP to sync all of our users from Active Directory. All of our current CM Users are local, the problem is that they have the same user names as our Active Directory users. From what I understand this is going to be a problem because:
"If accounts from LDAP match an existing Unified CM account that is not marked as an LDAP synchronized account, then these accounts are ignored."
Does that mean we will have to delete all our existing CM users in order to sync the LDAP users correctly? Is there a best practice for this? Once we syncronize the LDAP users how to I ensure that the user gets associated with the proper phone? Or do I have to visit each user individually?

I just did a quick test for this, my lab CUCM 9 is already LDAP integrated, but I created a local user, then I created that same local user in my LDAP OU, and performed a full sync.
The user is no longer showing as a local active user, but as an active LDAP synchronized user.
Which was my thought, there's only one conversion, from LDAP to local.
The behavior is just as with any previous release, local users who match an LDAP user after you enable it, are just updated, and kept with all their configurations.
I checked the option to turn it back again into a local user, did a full sync, and it's again an active LDAP user.
HTH
java
if this helps, please rate
www.cisco.com/go/pdihelpdesk

Error in cost center assessment integration with FI

We just upgraded our test system with support pack SAPKH50020 and when we test cost center assessment, we are getting the error message "For document type SA, an entry is required in field Reference"
The same process is working in our production system, which is under support pack SAPKH50010. We are using the same doc type, and the configuration for this doc type is the same as in our test system.
OSS told us that the only solution is to change the doc type configuration or use a user exit to populate the Reference field.    However, I don't understand why this process is working in the old support pack and not in the new one.
Has anybody encountered the same issue? If so, how was it resolved?
thank you,
Lanny

Hi Phaneendra,
Thank you for your response. But the real question is why is this process different between support pack SAPKH50010 and SAPKH50020.   In support pack SAPKH50010, we also uses document type SA with reference field required, but the cost center assessment is able to post to it without any customization.    Now, in support pack SAPKH50020, this no longer works.    So I'm just wondering if any of you have encountered similar issue after upgrading the support pack.
thanks
Lanny

CCX 9 integration with Dynamics CRM 2011?

Hi,
Please help me with intgeration of contact center 9 integration with Microsift Dynamics CRM 2011.
Please points me to some good documents. Is the coneector for Dynamics still available or EOS?
Regards,
Nirmal

Hi,
Yesterday we announced the release of the EchoSign for Microsoft Dynamics 2013 integration.
For more information please visit our blog, http://adobe.ly/1c1ovWG
The Dynamics 2013 integration includes:
Ability to send documents directly from within Leads, Opportunities, Contacts, and other Microsoft Dynamics entities including custom entities
Real-time status tracking of EchoSign transactions with visibility to EchoSign events in the Dynamics Activity Feeds
Automatically merging data from Microsoft Dynamics fields into contracts, and push data from signers back to Dynamics fields
Ability to attach invoices or custom reports and send them for signature. This allow dynamic generation of documents and forms using the native Microsoft capability and be able to leverage that within our integration
Record and store the signed agreements and the audit trail that capture each step in a contract’s history

Cisco UCM with Third Party Contact Center Solution

Hi all, hope everyone is well.
Anyone out there running Cisco UCM with a third party contact center solution ? would love to hear your experience on this subject.
Thanks in advance !!
Danny

I have not heard of any sucessful stories, which vendor are you considering and what would you not go with UCCE/UCCX?
I used to work for Rockwell (Aspect today) which attempted to integrate their Business Contact Solution with CUCM (back on 3.3) and it worked OK for low volume calls, but never had any customer adoption.
I have not heard of any other known ACD vendors integrating with CUCM.
Chris

Error with the Contact Center Simulator

Hello All,
I am trying to use the Contact Center Simulator (CCS) with the IC WebUI in SAP CRM 7(IDES).
I have done all the settings as per SAP Help and the Blog: How to Configure Contact Center Simulator User Interface (CCSUI)n
When i try to use the CCS i am running into a issue.
This is the sequence of steps -
1 - I start the CCS and then then i login to the IC WebUI and in the CCS i can see the Agent with status "Not Ready".
2 - I change the status in the IC WebUI to "Ready" but the status in the CCS doesnot change to "Ready" and remains "Not Ready"
Tried installing different version of JRE (1.4.xx and 1.3.xx) but no change.
Activated the ICI trace and the error message is see in the ICI is
Http Outgoing Request - Http/1.0 401 Unauthorized
Logon Failed
Call of url http://<servername>:8004/sap/bc/bsp/sam_sess_queue/sam_session_queue_cntrler.do terminated due to error in logon data
Note
Logon performed in system <systemname>.No logon data provided.
I checked SICF and all the required services are activated.
So not sure whats the cause of the error.
Any help/suggestions will be greatly appreciated.
Cheers
Subu

Hi Subbu,
I have a similar problem , I'm able to view in CCS this message : Currently no agents are logged on to CCS , how do we proceed forward , i logged to WEB UI and the status is Ready but i'm not able to see the same status in CCS..
Appreciate if you can publish your solution in this thread ...
Thanks,
Satish

Cisco BE6k with CUCM 10.X integration with Siemens with Hipath 3350 and 3550

Dear Experts;
We have one requirment from customer.
They have 4 branches with Siemens Hipath 3350 and 3550 PBX and they want to integrate with cisco CUCM 10.x.
The Head Quater with complete CUCM as IPT and branches with with Hipath 3350 and 3550 PBX.
CIsco TAC says interoperability doc is not available and also I can see tehre is no doc.
TAC Reply As below.
We do not have any documents about CUCM integration with Hipath 3350 and 3550 on our interoperability portal. This means that their integration with CUCM was never properly tested. So we can not confirm that all features will be working. But from CUCM perspective this is third-party device that can be integrated using SIP or ISDN (with Voice Gateway between them).
Link for interoperability portal:
http://www.cisco.com/c/en/us/solutions/enterprise/interoperability-portal/networking_solutions_products_genericcontent0900aecd805b561d.html#callmgr10
Regards
Debashis

If the Siemens supports SIP or H323 you can attempt to simply create a trunk between the systems and route calls via it. If IP integration is not an option then as pointed by TAC integrate via PRI circuit (preferably QSIG). From CUCM side it will be just another GW, similarly from Siemens side. You'll need to select which side is going to be ISDN network (I always use Cisco side) and then make the other side user.

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

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

CISCO IVR integration with Phoenix

I have phoenix application which is based on ISO 8583.
I have to integrate Contact-Center IVR solution with it.
I wanted to know, if such an itnegration was ever developed earlier and is it provided by CISCO or by 3rd party?
You can get more information about Phoenix from http://www.phoenix-interactive.com/.
Thanks

I know this already.
The problem is specifically about integration with Phoenix.
If you have or anyone who has some knowledge on the Phoenix side of integration as well.
What CISCO is offering, I know that.
But I want to know, if any real work for this integration has already been done.

Contact Center Ent. Integration with CUCM

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