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

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I am trying to use the Contact Center Simulator (CCS) with the IC WebUI in SAP CRM 7(IDES).
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Note
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Cheers
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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..
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Hi Chandu,
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Hey Kevin,
could you be so kind to share your solution?
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Hello Gurus,
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Hi Amar,
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The specified item was not found.
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Message was edited by: Sap Adherent

Hello Sap Adherent,
Stephen Johannes blog is the best source of information on this. I had a look and can see the link for the ICI Overview is broken.
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James

Contact Center Simulator Error

Hello experts,
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Service cannot be reached
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Note
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HTTP 404 - Not found
Your SAP Internet Communication Framework Team
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Hi,
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Hi all
I'd like to use CCS to run some tests with IC WebClient scenario.
What I'm doing is the following:
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Many thanks

Hi Christian,
First of all, look at the following oss notes: 790596, 787085, and 721008.
They contains interesting hints, but my system was recently upgraded.
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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

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Hi,
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Sending Complete
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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

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
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Unity matches 801234 on Alternate Extension of 805678 personal line
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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??
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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.

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.
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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:
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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

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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.
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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

Contact Center Simulator (CCS) agent details

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