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

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Contact center simulator

Hi Experts,
I want give a demo to the client CIC on IDES. For this I came to know about the Contact center simulator. Can any one help me out to tell the process of installing this simulator or any supporting document or link will be helpful....
When I am checking in google I got one Link by Stephen Johannes but those link are not working......
Regards,
Sap Adherent.
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.
You should be able to access this now at Integrated Communication Interface - Using Java - SAP Library
I hope this helps!
Kind Regards,
James

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.

Contact Center Failover Solution?

Hi,
We have CiscoCallmanager Publisher/Subscriber and UCCX Server in one site (A). The other sites (B,C) they all use the contact center services from site A. If something happened to site A, we want site B and C can still work. Right now, we only have some integrated service router which is capable of doing callmanager fallback in site B and C. But for contact center, I believe the router can't do the failover. So how can I realized the contact center service failover? Buy and install another UCCX server in site B and C?
I'm new to VoIP stuff. Please help. Thanks a lot.
Lou

Hi Jonathan,
This contact center failover discussion is long time ago. Finally I got the time to give it shot. I'm manually configuring the ephone, ephone-dn and ephone hunt in the router. I noticed I must configure "dial-peer hunt" to specify the dial peer hunt sequence. But how can I use this command appropriately? It has multiple mode to configure. In the normal operation, the router just sent the inbound contact center calls to CTI route point. We have a pots dial peer to match all the incoming call:
dial-peer voice 1 pots
description Incoming Calls
incoming called-number .
direct-inward-dial
We have two queues, when the link to UCCX and UCM is down, I preconfigured two dial-peer to match two different incoming calls like:
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
mso-para-margin:0in;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
mso-fareast-theme-font:minor-fareast;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;}
dial-peer voice 120 pots
description incoming call to group1
service aa-group1
incoming called-number xxx1111111
direct-inward-dial
port 0/0/0:23
forward digits-all
dial-peer voice 130 pots
description incoming call to group2
service aa-group2
incoming called-number xxx2222222
direct-inward-dial
port 0/0/0:23
forward digits-all
Since these two new dial-peer coexists with the old "wildcard" dial-peer matching any incoming calls, I need specify the preferences for them to make router select new dial-peer with auto attendent during the failover. Can the "dial-peer hunt" command do this? Thanks a lot for your help. Really appreciated.
Lou

How 7921 interface with 3rd party; guest service contact center?

I want to use 7921 for staff in hotel to get sms from "guest service contact center", how to do the interface?

You can write an application to push text to 7921, using CiscoIPPhoneExecute and CiscoIPPhoneText object. Check out Cisco's SDK for more information about using these objects.
There are 3rd party products, like PhoneTop Messenger, which allow you to push text/audio to Cisco IP phones.

I have about 1000 contacts on my iPhone 4 after syncing with iCloud there are only about 120 contacts on iCloud How can I have the same info on both the iCloud and my iPhone

Hi
I have about 1000 contacts on my iPhone 4 after syncing with iCloud there are only about 120 contacts on iCloud How can I have the same info on both the iCloud and my iPhone

On the iPhone tap Settings > iCloud
Switch Contacts off then back on then reset the device.
Hold the On/Off Sleep/Wake button and the Home button down at the same time for at least ten seconds, until the Apple logo appears.

How can I move my contact list to new ID account and question about updating iOS

How can I move my contact list to new ID account?
And should I update my iOS system ?

Hello Godde
Lets start with checking out the articles below for setting up Family Sharing and more information about Apple ID’s. I will say that you will not be able to transfer any purchases to a different Apple ID, but you can rename the Apple ID. If you want to use Family Sharing, then you will need to just create a new iCloud account and then follow the steps in the second article to start sharing content between you to.
Using your Apple ID for Apple services
http://support.apple.com/kb/HT4895
Sharing purchased content with Family Sharing
http://support.apple.com/kb/HT201085
Regards,
-Norm G.

Hi, I had about 5900 contacts on my iphone 5, 1 week ago I realised that it has about 5700 contacts that means about 200 contacts automatically deleted. My phone is on automatic iCloud sync. How do I recover those 200 ? Thanks

HI I had about 5900 contacts on my iphone 5, 1 week ago I realised it has only about 5700, my phone is on auto sync on iCloud. How do I recover those 200. ? Thanks

Enough storage available? Not iCloud ...
Tap Settings > General > About > Available
If there's enough available space, tap Settings > iCloud
Switch Contacts off then back on. Give iCloud a few minutes to re sync the data.

I see there is another ios update. I have an iPhone 4S. The last time I updated the ios I lost all my contacts, as I had not been using the iCloud as a backup. I am now apprehensive about the latest update. How can I determine if contacts are backed up?

I see there is another ios update. I have an iPhone 4S. The last time I updated the ios I lost all my contacts, as I had not been using the iCloud as a backup. I am now apprehensive about the latest update. How can I determine if contacts are backed up?

You should never lose contacts under any circumstances.
Although contacts are included with the iPhone's backup, contacts are designed to be synced with a supported address book app on your computer where such important data should be available with or without an iPhone or any cell phone. Not a good idea to depend on a cell phone for such important data which can be lost or stolen or damaged beyond repair.
In addition, there are a number of free email accounts that support syncing contacts over the air including an iCloud account, Gmail, Yahoo, and Hotmail.
If you are not syncing contacts over the air with an iCloud account and not backing up your iPhone wirelessly with your iCloud account, your iPhone's backup is being updated by iTunes on your computer which is updated as the first step during the iTunes sync process.
With Windoze, contacts can be synced with Outlook 2003, 2007, or 2010 along with syncing calendar events, notes, and reminders, or with the address book app used by Outlook Express and by Windows Mail called Windows Contacts for syncing contacts only. With a Mac, contacts can be synced with the Address Book app. This is selected under the Info tab for your iPhone sync preferences with iTunes.
If the supported address book app on your computer is not used and has no contacts available, before the first sync for this data enter one contact in the supported address book app on your computer. This will provide a merge prompt with the first sync for this data, which you want to select.

Somehow, I erased all my contacts when syncing music. Any idea how I go about locating and redownloading them

Somehow, I erased all of my contacts while syncing music. Any clue on how I go about locating and redownloading them? Thanks

Hopefully you have those contacts on your computer from a previous sync. If you do, connect your iphone, click on your iphone, and then go to "info" and make sure "sync all contacts" is checked. Then sync and you should be good to go.

CAD from Contact center into SAP CRM

Hi All,
I am no SAP expert, but the following is what we are trying to achieve:
-A call comes into a contact center application
-Via an integration this call is send to a SAP ICI webinterface and ends up at the agent logged on to that SAP session.
Now we have an awkward situation that the original number coming from the PBX is rather misformed +00031123456789. What we are expecting is +31123456789. The number coming from the PBX can be changed, but that is going to have consequences for all other people that are not connected to SAP, so doing this is not an option.
What I have been reading about is that it is possible to get CAD (Call Attached Data) to be send into the SAP ICI environment.
The contact center application is delivering the data in the following XML format:
What I am interested in is to map all these fields into such a way that I can use them in the SAP ICI interface.
I have been reading Link:[; and in there it is mentioned that there needs to be a mapping between these fields and an XSLT and ABAP. And a reference to a book.
Is there anybody that can help me with this? Or give me some other advice that could help me out in this case. I would very much appreciate it.
Thank you all very much for your input.
Best regards,
Corné

Hello Corné,
I'm guessing the reference was to my book, "Maximizing Your SAP CRM Interaction Center" from SAP Press, where on page 396 I offer a paragraph on how to identify a call via CAD rather than ANI.
Here's the excerpt:
How to Identify Account via Call Attached Data (CAD)
Is the Interaction Center able to identify a customer via account number contained in call attached data (CAD) rather the via automatic number identification (ANI) service?
Yes, it is possible to identify a customer by extracting the customeru2019s account ID from the call attached data (CAD). This can be configured in the IMG activity Define Account Identification Profiles (transaction CRMC_IC_BPPROF) in the fields under Contact-Attached Data Extraction. In the CAD Application ID field, enter the value that appears in the application ID tag that appears in the XML code of the Interactive Voice Response (IVR) system that collects the customeru2019s account number (e.g., u201CGenesys-CADu201D). In the XSLT file field, enter the name of the XSLT program that is responsible for extracting the account ID from the contact attached data. You are responsible for creating this XSLT file. However, SAP delivers a sample XSLT file that you can reference, named CRM_IC_BPIDENT_EXT_IAD_TO_ABAP. SAP also provides a sample program showing how to extract CAD data from, for example, Genesys named CRM_IC_BPIDENT_EXT_IAD_GENESYS. See SAP note 707104 for additional information.
Best regards,
John

CTI Problem in inbound call scenario with Siemens OpenScape Contact Center (CMS)

Hello Experts,
we are working on a SAP CRM 7.0 EhP 2 with CTI to a CMS from Siemens (OpenScape Contact Center).
The basic integration works perfect, so that agents get informed about incoming calls in their Interaction Center UI and so on.
Currently we have a problem with handling of incoming calls:
When the agent is available (workmode 'ready') and he does not accept the call, the next available agent in the queue gets the call.
So far, so good. The problem is that the calls, the agent did not accept, do not disappear in the upper right corner. They are counted up to 5 and a timer starts counting up to 600 seconds. When the 600 seconds are reached, the agend gets disconnected from the communication channel, too.
(In case the agent talkes a call again, this counter is reset to again)
Is there any possibility to avoid the signalization of unaccepted calls from CRM side (generally)?
How could we prevent the agent from disconnection after 600 seconds and 5 unaccepted calls from CRM side?
Thanks in advance!
Kind regards
Martin
Message was edited by: Joaquin Fornas

Hi Yoro,
do you click on a physical phone button or on the button in the WebUI.
As far is i know, the OpenScape Contact Center does not support hang up funktionallity of the related button in the WebUI.
If you do not use wrapup time (which is used to give the agent time for the data maintenance before he continues receiving calls) the Counter shoud end after the call.
It seams that the OpenScape does not work propperly.
For more details you can take a look into the Log:
Transaction CRM_ICI_TRACE
You have to set the User Parameter CRM_ICI_TRACELEVEL to value XXX to enable the logging.
Good Luck!
Kind regards,
Martin Gaschk

Contact Center. Campaign outbounds??

Hi, I'm new to these issues and am trying to make a campaign outbounds for a contact center. In the documentation indicates that the contact information is entered in plain text are the separator comma, but it is producing an error importing contacts. I tried to introduce them to single quotes, without quotes ..... but it still fails. Can someone help? I've been looking for examples and find nothing about it.
A greeting.

Hi,
I've checked it, the information is: "use only comma-separated plain text file with .txt extension", but when import the contacts like this configuration, for example:
     name, last name, phone1, phone2, phone3
or
     'name','last name', phone1, phone2, phone3
or
     'name','last name', 'phone1', 'phone2', 'phone3'
or
devolve an importing error and I dont know how i have to do.
Thanks a lot
Regards

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

How to go about pursuing Contact Center

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