Contact center express 8.5 recording
hello any body could give me good reference or decom. to implement recording in uccx8.5 as its my first time implementing recording in uccx8.5
thx for u reply i need ur help in the follwing in u could help me
connect my uccx8.5 to core 3560 x switch and i have agents connected to 2960 edge switches
when i put the destination port in remote span my uccx 8.5 lose its connectivity and i cannot ping it
i have the following configuration on my edge 2960
monitor session 1 source interface Fa0/3 , Fa0/7 , Fa0/9
monitor session 1 destination remote vlan 10
in my core 3560x
monitor session 1 destination interface Gi0/2 encapsulation dot1q ingress .....
monitor session 1 source remote vlan 10
after inggress which vlan should i put....
my phones vlan 3
remoate SPAN vlan 10
my server vlan 2 uccx8.5
Similar Messages
-
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: 400Dear 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) -
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 -
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) -
Unified Contact Center Express installation error
HELLO
while installing the Unified Contact Center Express 9 on vmware ESXI5.1 i am getting the attached error
the VM config
2 cpu
4 gb ram
160 gb hdd
os rhcl5 32bit
Please helphttp://software.cisco.com/download/release.html?mdfid=284666782&softwareid=283733053&release=2.3&relind=AVAILABLE&rellifecycle=&reltype=latest
Chris -
Historical Reporting Contact Center Express - Errors
Hello
When i create the report on my contact center express for historical information of somes ACDs, i am watching the following:
Reject: Remote Timeout
Reject: Channels Busy
Reject: Trigger Failed
What these reasons code mean???
Thanks,
Alexis MunozAaron,
Thank you I will try what you suggest.
Respectfully,
Deborah
Deborah A. Morgan
Mary Washington HealthCare
Information Systems Network Support Team
(540) 741-1048 voice
(540) 741-1072 fax
Email [email protected]
From: aaronharrison
To: Deborah Morgan
Date: 09/12/2011 05:18 PM
Subject: - Re: Contact Center Express 7 Historical
Reports Peak Time CSQ
Cisco Support Community
Re: Contact Center Express 7 Historical Reports Peak Time CSQ
created by aaronharrison in Contact Center - View the full discussion
Hi
The closest thing to what you are asking for that I've seen is the
'contact service queue activity by interval' report.
It produces normal CSQ stats (total, abandon etc) per interval (i.e. per
hour, 30 mins or 15 mins) through the day so you can see when your busy
times are.
Change the 'interval' to what you need on the detail tab before running
the report.
Regards
Aaron
Please rate helpful posts..
Reply to this message by going to Cisco Support Community
Start a new discussion in Contact Center at Cisco Support Community -
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. -
Migration Contact Center Express 4.5 to Contact Center Express 8.5
Hi Everyone
I plan to migrate a Contact Center Express 4.5 to Contact Center Express 8.5, I' m not sure if the database will be restored in the new release, so I was searching information about the database, but I coudn't find information about that, I would like to know if the upgrade process will backup all information from the database (included CDR), if so what utility does this task.
ThanksThis 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. -
Cisco security agent for Contact center express
Hi,
I have Cisco Contact center express version 7 SR 5 running on server with operating server Windows 2003.1.5. Please let me know which version of Cisco security agent is compatible with above mentioned CCX version & OS version.
I refered to the CCX comaptibilty guide but but I did not get information regarding operating system comaptibility with CSA. Kindly provide the same.
Also I tried version 5.0.0.235 of CSA it gave error "CIsco works common service is not installed" & insatllation aborted. I do not have CWLMS in network do i need to install some cisco works common services?
Regards,
Atul KaulHi Atul,
These are the compatible version of CSA with 7.01Sr5. Recommended one is the highest and latest in the list 5.2.0.296-3.1(9)k9. You can install this in the server regardless of the version OS if you have UCCX 7.01 Sr5.
4.5.1.639-2.0(3)
4.5.1.645-2.0(4)
4.5.1.655-2.0(5)
5.0.0.187-3.0(1)
5.0.0.205-3.0(3)
5.0.0.210-3.0(3)
5.0.0.216-3.0(4)
5.0.0.217-3.0(5)
5.0.0.217-3.0(6)
5.0.0.225-3.0(7)
5.0.0.232-3.0(9)
5.0.0.235-3.0(10)
5.2.0.281-3.1(3)k9
5.2.0.282-3.1(5)k9
5.2.0.282-3.1(7)k9
5.2.0.296-3.1(9)k9
Thank you
Rajani Joshi -
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
BRegardsHi,
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. -
CISCO UNIFIED CONTACT CENTER EXPRESS - ORACLE WEB SERVICES
We need to access to an Oracle database information through Web Services, in a system witch Cisco Unified Contact Center Express 8.5.
Is there any way to do this? Thank you!Hi Alicia,
Incase you are planning to obtain real time stats from the CRA_DB which is the UCCX db, this can be done via the use of a wallboard.
-This displays the data such as
available agents in CSQs, call volumes, talk times, wait times, and number of handled calls. You can enable the Unified CCX system to write Unified CCX real-time information to a database that can then be displayed on a wallboard.
-Not sure if this is what you are looking for, let me know, thanks
Prashanth -
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 -
Cisco Unified Contact Center Express 8.5 and Call Manager 8.5 on single ESXi
Does Cisco support 2 virtual machines (on ESXi), one for Cisco Unified Contact Center Express 8.5 and one for Call Manager 8.5?
I have blade ucs b200.
Thanks a lot, SvetomirYes it is supported. Check this out http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Sizing_Guidelines#Sizing_Examples
GP.
Pls rate helpful posts by clicking on stars below the post !! -
Contact Center Express GNU Bash vulnerability CSCur02861
Cisco Security Advisory notes that Contact Center Express is affected by GNU bash vulnerability [CSCur02861] . But this bug report is not public available. does anyone have information which versions are affected?
8.0(2)SU5
NO patch as it has reached End of SW Maintenance Releases Date
8.5(1)SU4
http://software.cisco.com/download/release.html?mdfid=283625051&flowid=46059&softwareid=280840578&release=Security_Patches&relind=AVAILABLE&rellifecycle=&reltype=latest
9.0(1)
http://software.cisco.com/download/release.html?mdfid=284367996&flowid=46061&softwareid=280840578&release=Security_Patches&relind=AVAILABLE&rellifecycle=&reltype=latest
9.0(2)SU2
http://software.cisco.com/download/release.html?mdfid=284666782&flowid=46062&softwareid=280840578&release=Security_Patches&relind=AVAILABLE&rellifecycle=&reltype=latest
10.0(1)SU1
http://software.cisco.com/download/release.html?mdfid=285000761&flowid=49042&softwareid=280840578&release=Security_Patches&relind=AVAILABLE&rellifecycle=&reltype=latest10.5(1)SU1
http://software.cisco.com/download/release.html?mdfid=286265496&flowid=70402&softwareid=280840578&release=Security_Patches&relind=AVAILABLE&rellifecycle=&reltype=latest
10.5(1)SU1
http://software.cisco.com/download/release.html?mdfid=286265496&flowid=70402&softwareid=280840578&release=Security_Patches&relind=AVAILABLE&rellifecycle=&reltype=latest
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