EIM 4.3.2 - Non Integrated Priority

Hello,
We have decided to move one of our business unit's to a non-integrated solution, and I had a question on priorities.
Does anyone know if priority 1 is the highest or lowest setting?
If an email comes in with no priority set, is it lower than the lowest setting, or is there a default?
When you setup routing, you can setup the default for emails to be answered based on priority, however you can't say, "answer based on priority first, then time in queue". Is this an assumed setting if you route based on priority?
Hope someone can help!
Barry

There is no need to open a TAC case for this as this was advised as not supported configuration since it overrides intentional behavior to honor max task. If it is fully supported then I guess Karthik and Gaurav would be able to publish the solution directly instead of asking for TAC cases to be opened
Personally, I think this should have been enabled by default but the conclusion which was made by BU and eGain apparently takes something more into account and confirms the initial decision not to include this in the available options. Nevertheless, I would still like to be proved otherwise as honestly I didn't find any additional technical details 'what can go wrong' but I also welcome that part from Karthik/Gaurav as well if that still stands.

Similar Messages

EIM 4.3 - Integrated vs. Non-Integrated

Hello,
Looks like the ability for our supervisors to be able to pull emails out of the queue is starting to out weigh their descision to remain integrated! Has anyone had to do a comparison chart that they could share with me?
Even if you have a few points and can share them, that would be great. Once I have everything in order, I can post a complete list. For now, I'm back to reading the 'non-integrated' parts of the manual, that I skipped last time!
Barry

Integrated
-> Universal queue is possible. Voice & Chats are non-interruptible while Emails are interruptible.
-> Only push method is possible
-> Supervisor/Agents cant pull/pick from other queues or from other agents
-> ICM needs to take care of wait period when agents are unavailable
Non-integrated
-> Routing of voice and email/chats are done independently.
-> Both push and pull are possible
-> Supervisor/Agent can pull/pick from other queues or from other agents
-> ICM straight away dumps the email into the queue regardless of available agents
-JT-

EIM Auto pushback - requeue at higher priority?

Hello,
In our EIM 4.3.2(8) implementation (ICM Enterprise integrated queues and agents), all new and incomplete activites auto-pushback to queue after 8 hours (overnight generally). The problem with this is, they're getting pushed to the back of the queue. I'd like to have all auto-pushback emails queue at a higher priority so that during days of high email volume, we don't get stragglers that keep getting pushed to the end of the queue while newer emails get handled.
I saw this:
http://docwiki.cisco.com/wiki/Transferred_Emails_Get_Sent_To_End_of_Queue
and thought maybe I could pull some Activity related column through to ICM to act on to change the priority... Not sure what I should use though. I considered looking at the "WHEN_CREATED" field and upping the priority in ICM if that's more than a day ago, but I wonder if there is a simpler way to do this.
Any help you can provide would be greatly appreciated.

New tasks are sent from EIM to ICM in order queue priority, activity priority and oldest - in that order. While sending new task there is no differentiation between new email first time in queue Vs email which is auto pushed back to queue, if queue and activity priority are same then oldest activity criteria will be honored.
There is no other way in default EIM product to push auto pushed back emails ahead of others.

Re: IllegalArgumentException: Illegal request to write non-integral

Description:
               Java sound library has been bundled with java1.4. There was a
               separate sound libraray in java1.3 (sound.jar). In java1.4
               com.sun.media.sound.* contains an inbuilt sound device configuration
               library.
               A JMF class (com.sun.media.protocol.javasound.JavaSoundSourceStream.class)
               uses javax.sound.sampled.TargetDataLine Interface for reading data from
               media device and defines a buffer size to read data for the method
               javax.sound.sampled.TargetDataLine.read(byte[] b, int off, int len)
               for the variable "len"
               The source for read method of the class
               javax.sound.sampled.TargetDataLine.read resembles like this:
               public int read(byte[] b, int off, int len) {
               if (len % getFormat().getFrameSize() != 0) {
                    throw new IllegalArgumentException("Illegal request to write non-integral number of frames (" + len + " bytes )");
               Clearly, this requires that the number of bytes to be read must
               be an integral number of sample frames, such that:
               [ bytes read ] % [frame size in bytes ] == 0
Solution:
               Buffer size defined in JavaSoundSourceStream should be proper
               and adjustable for device capability.
               Before defining buffer size, the getFrameSize() method of
               javax.sound.sampled.AudioFormat should be called to verify
               the frame size of the media device.
               The following code should be inserted in the file
               com/sun/media/protocol/javasound/JavaSoundSourceStream.java
               in the method openDev():
               int adjust_FrameBuffer_size = afmt.getFrameSize();
               bufSize = bufSize - (bufSize % adjust_FrameBuffer_size);
               before defining DataLine.Info buffersize.
*/

hello fellows!
In my case i am plugging in the JSPEEX into java sound API. I am getting this same exception when I have samplesizebits as 16 Bits (Depth sample) . But when I make it as 8 Bit(Depth sample) its executing without any exception. wat is the reason?
java.lang.IllegalArgumentException: illegal request to write non-integral number of frames (607 bytes, frameSize = 2 bytes)
My Input parameters:
float sampleRate = 44100.F;
int sampleSizeInBits = 16; //8,16
int channels = 1;//1,2
boolean signed = true;//true,false
boolean bigEndian = false;
OS: Windows NT server.

Integrated and Non-Integrated Facility

Can a facility be both Integrated and Non-Integrated?

Dear Jeannie,
I assume your question is related to the questions in the survey you received. This is a bit to specific to be discussed here. You should have received an email from PSN-Support.
Best Regards,
Jonas

Integreated Versus Non integreated system of accounting

Hello experts
I want to know whether integreated and non integreated system of accounting can be followed concurrently in SAP.
that is to have the separate system for cost accouting and financial accouting and to have the separate trial balance as per cost accouting and financial accounting. is it possible?
Basically because of the inherent differences in these two types of accouting, there will be different profits .
Hence i want to know whether it is possible to have the different trial balance as per these two systems?

Within SAP you can produce a P&L statement both in FI (finance) and CO (controlling). Trial balance exists in FI. The answer to your question is yes.

Query for data input into IncoCube (Non Integrated Planning)

Hello Gurus,
i was trying to search over the internet how to make a query ready for input, but without using integrated planning, but no luck.
I want to make a bex query (specific form) which could be filled with data by simple user, and then on button click sent to BW InfoCube.
Is it at all possible or not?
Thanks and Regards

Hi,
Thanks for quick responce.
So basically what you are saying is that only IP anables me to enter the data through BEX.
Regards
Laurynas

EIM 4.3 - Closing Cases

Hello,
Had an interesting scenaio (yet very likely) in testing today using integrated EIM.
Email came in to agent
    - Auto Reply sent to customer
    - Customer replied - thanks for auto reply, and added additional information - setting off exception queue routing
    - Customer replied one more time.... "thanks sorry for all the hassle......"
Agent could not complete first case as there was a pending email
Agent could search on open case activities and saw emails in queue - exception queue and integrated queue
Agent can not pick emails
Agent had to ask integrated adminstrator/supervisor to find exception queue email and then forward that to the queue or complete the email for the agent(as the supervisor cannot send directly to an agent)
Agent then had to complete another 2 emails in queue - task limit is set to 1
Agent could then work on exception queue email
Agent could then work on final reply email.
... that was a perfect scenario where with custom code, the last agent who worked the case received the next email.
If this went to another agent in queue and you did not have a queue configured per agent, it would be a real mess to get that closed off!
Has anyone else ran into this? This isn't an issue with non-integrated.
Thanks!
Barry

Hello,
Unfortunately I can't think of how you would do this in integrated... using non-integrated, you could just have your agent create their own task assign it to the current case, and then change the due date so that the task would then show up as red when it hit that date. In non-integrated, maximum activities and tasks are two different settings.
Using Integrated, I think you are stuck leaving the activity open, which of course would blow your SLA, and stop you from having new activities assigned to you.
I think you would have to setup some kind of reminder using other software to follow up with the agent. At that point, the agent may be able to do a search on the case, and re-open it and then send and email, but I have never tried this (it may not work).
By default, agents do not have permissions to 'send messages', so if you wanted an agent to be able to send externally from EIM, you need to add this permission, as well, you would somehow need to mask their outbound email address and set it to one of your company defaults so that customer's do not start conversing directly with the agent outside of your routing rules.
Thanks!
Barry

App-V 5.0 // Visio - Project with Integration + local Office 2010 Deployment Kit and COM settings

Hi, I did read all the Microsoft and non-microsoft documentation first. However, I didn't find an answer to these 3 questions:
Situation:
* Locally installed Office 2010.
* Visio and Projects 2010 sequenced with App-V 5.0 SP3 sequencer with integration scenario (http://support.microsoft.com/kb/2830069)
* User-target of Visio and Project (I now according to documentation this should be published globally. Since not every user has a license this is no option. So far my tests do not show any problems with user-targeted visio/project)
* Visio has "allow COM objects to interact with the local system" and "OutOfProcessEnabled" enabled
1) When targeting both visio and project to the user with integration the licensing component only works for the first started application. Therefore I also install the licensing kit locally which make both the visio and project licensing work just fine.
Anyone sees a problem with having the license kit installed locally and stream the applications with integration on top? With my tests all seems to work well. The advantage of this is that I do not have to have separate packages for integration and non-integration
scenario's.
2) To make drag-and-drop from visio drawings in word work I enabled the COM interaction and I need also to set OutOfProcessEnabled="true". Does anyone now how to set OutOfProcessEnabled to true inside the .appv (it is possible with application
virtualization explorer) and not only manually afterwards in the xml's?
3) Should these COM settings be enabled for project as well? It seems that pasting in word from project has not the same interaction, it just pastes a table.

1. We did similar, installed that MSI for the licensing component locally, and streamed Project and Visio 2010, and so far so good.
2. There is no way to set those COM options inside the .appv. You can set integrated vs isolated, but no IP or OoP COM, you have to use the deployment XML.
3. This gets tougher to answer, but it goes to how much isolation do you want. Some of the articles are great just go over my head slightly, but have to deal with how the filter driver processes certain kinds of COM, IP or OoP. With Isolated
(as opposed to integrated) the COM systems (local and package) are totally isolated except for global exceptions.
With integrated, you can further 'integrate' the COM subsystems by enabling those options. Correct me if I'm mistaken though.
So do you need to? If everything works for you I'd say no, but you might find something else doesn't work without those settings.
Also very important, you cannot join a CG without those subsystems being equal. So if Project and Visio ever need to be in a CG together and the COM settings aren't identical, you will get an error at the client.
I really like this article but not going to lie it goes over my head a bit (a bit or a lot depending on my coffee intake)
http://blogs.technet.com/b/gladiatormsft/archive/2015/01/14/app-v-5-further-into-com-and-dynamic-virtualization.aspx

SSRS 2012 (SP Integrated) report on SP 2013 PerformancePoint Dashboard: when too many filter items selected together report does not update anymore!

I am having a situation with SSRS 2012 (SP-integrated) report rendered on SP 2013 PerformancePoint Dashboard using linked PerformancePoint (PP) filters.
The report works fine as long as too many PP filter items are not selected at the same time. When gradually selecting more items from the filter, the report updates itself until more than a sepecific numer of filter items are selected - the report simply
does not update itself anymore. This "specific number of filter items", when hit, generates the following error in ULS:
An exception occurred while rendering a Web control. The following diagnostic information might help to determine the cause of this problem: System.UriFormatException: Invalid URI: The hostname could not be parsed.
at System.Uri.CreateThis(String uri, Boolean dontEscape, UriKind uriKind)
at System.UriBuilder..ctor(String uri)
at Microsoft.PerformancePoint.Scorecards.ServerRendering.ReportViewControl.ReportUrl(SqlReportViewData sqlReportViewData)
at Microsoft.PerformancePoint.Scorecards.ServerRendering.ReportViewControl.RenderSqlReport(TextWriter writer, ReportView sqlReportView)
at Microsoft.PerformancePoint.Scorecards.ServerRendering.ReportViewControl.RenderReportViewControl(HtmlTextWriter writer, ReportView rv) PerformancePoint Services error code 20700.
I already know that the cause of the issue is in the length of the query (perhapse RDL or MDX) that the browser is supposed to pass on to the instance of SSAS.
Some people had suggested a workaround that was suitable for older versions or non-integrated SSRS (see here: http://social.msdn.microsoft.com/Forums/sqlserver/en-US/cb6ede72-6ed1-4379-9d3c-847c11b75b32/report-manager-operation-cannot-run-due-to-current-state-of-the-object).
Knowing this, have already done the changes suggested (adding the lines suggested to SP's web.config for Reporting and the web.config of the site on which report is rendred) at no avail, just to make sure.
I have rednered the same report on the same dashboard using SSRS filters and there is no problem; it just works fine. This has to be a bug in PP that is causing this.
Has anyone had the same problem with SSRS 2012 (SP-integrated) report rendered on SP 2013 PP dashboard using PP filter? Any fixes or workarounds?
thnx!

Hello everybody.
I confirm the issue in Service Pack 1 Release 2.
Poor workaround is to remove the repeated infromation from the member keys (in SSAS they can be really long).
The issue seems to be specific to SSRS: Excel Services works well with the same filter.
Sergey Vdovin

Problems with non-electable client

Hello!
I am not sure if this forum is the right place to submit feedback, but since I have not find another places I will try to do it here. If anybody knows more appropriate way, please let me know.
I am setting up the replication environment with two nodes: master and client (I am using Java API for db 4.5.20). I don't want automatic failover to occur, so I set the replication priorities to 100 on master and 0 on client. Unfortunatelly, it did not result in the setup I was expecting - after master's failure the client became a master. After debugging the application I found out that it is impossible to set replication priority to 0.
Code analysis shown the following problem: in method configureEnvironment() of the class com.sleepycat.db.EnvironmentConfig there is the following construction:
if (replicationPriority != oldConfig.replicationPriority)
dbenv.rep_set_priority(replicationPriority);
since default value for replicationPriority variable is 0, dbenv.rep_set_priority(replicationPriority) method is not called. On the other hand, in the C code the default replication priority is set to 100 (repmgr/repmgr_method.c, function __repmgr_dbenv_create). Thus, call to environmentConfig.setReplicationPriority(0) does not change default value specified in C.
I have patched the com.sleepycat.db.EnvironmentConfig class and removed this check. This way I have managed to set replication priority to 0. Unfortunatelly, I got one more problem - client kept becoming master eventhough its priority was set to 0. After debugging the replication sources I discovered the following problem:
In function __repmgr_elect_main (file repmgr/repmgr_elect.c) there is a code that supresses election in case of election caused by failure recovery if the only other site in the group is lost. This makes sense, as the only site the can become a master is the local one, but there is no check for non-zero priority there.

Yes, this is a bug. (Two bugs, actually.)
I believe a preferable fix in the Java side would be for EnvironmentConfig to get the correct default value, one way or another, rather than removing the check.
And, indeed it would be better for repmgr to check the local priority before assuming it could make itself master in this case.
Alan Bram
Oracle

Cisco EIM agent and supervisor

Hello everyone,
I have a small problem to solve:
I have Cisco CIM EIM/WIM, and created a simple routing and supervisory script for EIM. It is IPTA, integrated solution.
What I want to do is to have agents receive inbound emails and supervisors receive only outbound emails for reviewing (accepting or rejecting) emails from agents.
Agents are receiving inbound emails and supervisors are receiving outbound emails from agents, and that's ok.
But supervisors are receiving inbound emails as well, and I do not want them to receive those emails, only emails from agents for reviewing.
I tried removing agent role from supervisors (in CIM admin console), but they are still receiving inbound emails.
Is there a way to resolve this? What should I configure or not configure for supervisors, not to receive inbound emails?
Thank you
Vlad

Hi John,
Did you run the "Cisco Unified CCX Client Configuration tool " after upgrading your UCCX system. If not please run it and relaunch the CAD or CSD, they will get automatically get upgraded.
Hope this helps.
Anand
Please rate helpful posts !!

EIM - 'New' button on the Inbox list pane is greyed out.

I have had some problems with creating a new activity as an agent in EIM. This is for a new installation of Cisco EIM/WIM 4.3(1) integrated with UCCE 7.5.
I have raised this with Cisco TAC. But they are still investigating.
When I login as an integrated IPTA agent the 'New' button on the Inbox list pane is greyed out. Clicking on it does nothing. I am unable to create a new activity for an integrated user. There is no indication as to why it is not available. Receiving and replying to new inbound emails work fine.
However when I login as a standalone agent the 'new' button is available in the Inbox list pane. And clicking on it works as expected.
Should an integrated agent be able to create a new outbound email (activity) without replying to an existing one?
Thanks,
Richard

Hello Ashfaque,
You didn't include a screen shot of your Queues. I an integrated deployment you need to configure a Queue for outbound in order to map the MRD. You will also need to assign a Concurrent Task Limit for this queue as well for groups / agents that you map to it.
Looks to me as though everything else is configured properly.
Instrictions for creating an Integrated Queue can be found in this doc;
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/user/guide/cisco_im431_cce_userguide_administration_workflow.pdf
Page 24, "Creating Integrated Queues".
This should solve your issue. If you still have questions or problems re-post and I will be happy to assist.
Thanks,
Kim

Soft images in Bridge full screen preview

This has seemed to plague Bridge for a couple of years now… thought that the CS6 update would fix it. This is reproducible on a variety of Macs with and without external displays, all running the latest OS and Adobe updates.
With 100% previews selected in the preferences and a recently purged cache, browse to a directory of images.
Preview the first image by selecting it and pressing the space bar:
Arrow to the right to preview the second image in the folder. Then arrow left to review the original image:
Notice how blurry it becomes. And subsequent images are rendered blurry.
Hit the escape key to exit and space bar again to re-enter the full screen preview.
There is possibly some non integral sub-pixel calculations going on, making the image blurry. Clicking once on the image brings up a 100% label at the top and the image almost corrects itself.
This should be a priority one fix.
What is Bridge? Adobe® Bridge CS6 digital asset management software is a powerful photo and design organizer that provides centralized access to all your creative blurry assets.

Welcome to my world. If you search a bit, you should find a few discussions on related topics.
Your problem sounds like something I see intermittently. Occasionally, Bridge seems incapable of generating a decent full-screen preview. I generally work around this by purging the folder's cache and/or restarting Bridge.
CS6's Bridge has been reworked quite a lot. It's now 64-bit, and the internal database has been changed to a different system. However, I still see Bridge generating thumbnails and previews unnecessarily, which suggests to me that more work needs to be done.
One thing I learned recently is that Bridge uses the graphcs hardware to generate previews, so it may be worth trying the Use Software Rendering setting in Preferences (if there is one on CS6 for Mac), to see if it makes any difference. If it did, you may have an issue with your graphics cards and/or software and/or settings.

Tear this upgrade apart please......

After much discussion I'm going into business for myself again. I need the flexibility of hours so I can still handle a variety of things, including driving, for my mother due to her health.
Considering it will be primarily online oriented and all technical my computer comes first as a "repair/replace" priority. I've been having issues that extend into gaming even so plan to fix these as well. I only play one game, Everquest, at this time, but that could change in the future.
So, here is the current system:
MSI RS482M4-ILD MB
Antec SmartPower 500W PSU (ATX 2.0 Compliant)
AMD 64 3200+
2 x 512MB PC3200 in Dual Channel Mode
ATI TV Wonder Pro w/ Remote
Samsung 160GB SATA Drive
MSI DR8-A DVD-RW Drive
Sony 3 1/2" Floppy Drive
CTL 770VF 17" Monitor and CTL 919TF 19" Monitor.
Now for the problems:
Monitors - The 19" went fuzzy on me. Although still readable over a period of an hour it can cause some major grief. It still works well as a TV Monitor though. I hook my computer up to it in a different spot to watch TV. The 17" has a single missing pin that per "ALL" connection diagrams including direct from CTL serves no purpose. This single missing pin on the cable causes the monitor to not be detected by the Catalyst driver and, due to an issue with the Firmware coded in the Bios (Per ATI Tier 3 support), the revert from a failure to detect a monitor is dropping the output to a different port.
In order to reboot I have to disconnect the 17" Monitor, plug in the 19" Monitor, boot up, and then plug the 17" monitor back in after drivers have loaded.
Stagger in main zone in Everquest (PoK for those wondering) and misc. others. I've been getting heavy stagger in the main zones. Originally I thought it was a connectivity issue but I've narrowed it down to not be related to connectivity but to be related to a computer issue. I'm overloading something somewhere. What really baffles me is this was not happening on the old AMD XP 2600+ w/ the MSI MBoard and Radeon 9250SE 128MB Video card w/ the same ram. :(
Requirement for Dual Monitors - This is needed in order to be able to be working on one task but still carry on conversations with clients. During certain tasks and remote access to machines full screen is necessary to work.
Keyboard - I'm currently using a generic keyboard that doesn't like to detect on USB Legacy (tested with another one) and a PS2 adapter. It's flimsy and is causing me lots of headache.
Mouse - movability issues, not related to the mouse itself but I am used to the resolution and movements of a trackball. I've thought about moving back to a trackball, but have kind of gotten back to using a mouse since my trackball died. Current one is a cheap logitech wireless that doesn't have the same resolution or movement anywhere near the trackball I had (Logitech). From what I understand the mouse selected does.
Speakers - bad wire on main input of my altecs (6+ years old) causing intermittent sound.
RAM - Upgrading current + replacing it. I believe there is a possibility I could be having sync issues in dual channel with my current ram, although it is kicking in dual. They were manufactured about a year apart. The 4GB of ram is so that I can be sure to run SurroundView, multiple desktops, etc.... and still run all the applications without issue. Have a better idea for this?
The video card is due to the video issues ingame, dvd playback slowness, even media player glitches on the random video display to music. The average user probably would never notice the things I am. Unfortunately I'm not the average user and I'm seeing the differences heavily between integrated and non-integrated video unfortunately.
FYI DO NOT SAY NVIDIA. Sorry I will not buy Nvidia Products. That is a personal choice.
"New Egg Wishlist"
https://secure.newegg.com/NewVersion/wishlist/PublicWishDetail.asp?WishListNumber=3001182
One last thing, I want it torn apart, but I'm also on a budget. This just about hits it and I still need a 10' VGA extention cable for my CTL 919TF and a Video Multiplexer or Switch so I can switch video over to it for TV/Movies.
Thanks,
Larry

If you iMac meets these specs, you can upgrade to 10.6 Snow Leopard:
Mac computer with an Intel processor
1GB of memory (recommend 2GB)
5GB of available disk space
DVD drive for installation
You're correct that OS X 10.5 Leopard would be the next logical operating system upgrade, however, you can't buy it from Apple anymore, it's expensive where you can find it, and Apple doesn't support it anymore. Snow Leopard, on the other hand, is available for $30 from the Apple online store at
http://store.apple.com/us/product/MC573Z/A?fnode=MTY1NDAzOA .
If you want to go with 10.5, and you look in the used market for the disk, beware of gray-faced disks, as they are locked to the system type they were delivered with. Much safer going with the black-faced retail disks. One source of unopened Apple software is http://www.hardcoremac.com . You'll lose the ability to run OS X classic mode when you move to Leopard, which may not be an issue, just mentioning it.
Upgrading the base operating system to either 10.5 or 10.6 will also require examining your non-Apple software, to see if there are upgrades required in order to run under either operating system.

EIM 4.3.2 - Non Integrated Priority

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