ICM8 - UCCX8 as IPCC Express Gateway

Hello Friends,
I am facing a problem to reflect UCCX settings (Triggers, CTI Ports, ... everything is not reflected) even Peripheral Autoconfiguration is checked in ICM Peripheral tab in Routing Client page, Peripheral Monitor does not display anything !!!
2. The installation is done on VMware and process of PGagent and PIM both are active.
3. UCCX version 8 (Linux) and ICM version 8.
4. Dumplog can see 2 agents but they are not reflected to Agent page in ICM and it does not show me anything else for CSQ or Applications ....!!!
5. I increased debug level to 5 and same situation did anyone face like this problem before? I do appreciate your help ...
6. I followed all the steps in ICM deployment guide but still face same problem...
Note:
If I am using same scenario but using IPIVR 8 license as a VRU, everything is working fine ....
Thanks,
Hisham Karem

Thanks for the swift reply, that is what I figured, but I was put on the wrong foot by a consultant taht came in and said it was possible.
I am waiting for my PVDM as I initially ordered it in advance, and since the call volume is only 1 simultaneous call for now the G.711 is fine for now.
Again, thanks for swift reply.
Leo

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CUOM error when trying to poll performance data from IPCC Express

Hi Network Professionals,
Using CUOM 2.1 SP1 I get an error when trying to access the Performance menu for a IPCC Express Server in the Service Level View.
Error Message:
Performance polling is not supported for the current capability.
The server is fully monitored and I get enviroment, system, interface and application information.
I the Polling Parameters menu (Voice Utilization Settings) the only parameter listed is "Communication Manager and Registred MGCP Gateway Utilization".
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Is anything missing on the IPCC server? I have only configured it with SNMP.
Kind Regards
Johnny Olsen

hi teresa.
well I bother you because I have a problem similar to that raised earlier, I have a vm INTAL CUOM 2.1 SP1 and the problem is that computers add-in-law his administration IPCC view the service level ... but when I fall into a custom group created the group and add the teams the same ip ipcc already visible, in my group I want to generate displays custom cloud but do not show me the equipment, except that I want to add IVR servers and I do not under any circumstances the samples .. lso probe and reset everything and anything related services, install the SP! and nothing. Can you help me with this or if I recommend CUOM up version of the 2.3 that I could not even see the difference with 2.1 CUOM thanks greetings

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We use Wallboard too with UCCX5.0 and i hope it works with UCCX8.0 you might want to check Control Center and check which server is Master, then point your browser to that server.

IPCC Express - CRS 5.0.2 - IVR is not working

Dear All ,
we have IPCC Express 5.0.3 integrated with CUCM 5.1.3 , IVR was working fine and suddenly stopped .
when i am dialing Piolet Number it ringing but not hitting to the IVR.
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Hi Behrang,
Go to your Safari menu bar click Safari / Preferences then select the Security tab. Click: Show Cookies
Delete all Google / Gmail related cookies.
Quit Safari.
Open a Finder window. Select your Home folder in the Sidebar on the left. It has a small house icon. Now on the right open the Library folder, then the Caches folder, then com.apple.Safari folder.
Move the cache.db file from the com.apple.Safari folder to the Trash.
Relaunch Safari and see if that makes a difference.
If not, from your Safari menu bar click Safari / Reset Safari. Select the top 5 buttons. Click Reset. Relaunch Safari and try Gmail again.
Carolyn

In IPCC express,last 4 month report i;m not getting in historical report. in report it shows blank.

Hi all,
we are using IPCC express 5.0 with high availability and call manager 6.0.
Now i;m facing an issue in historical reports.i'm not getting last 4 month reportin the historical report and the report is blank.
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i observed in datastore control center, agent, historical, repository status is stopped in publisher and replication status also stopped. i tried to start it but it stopped again.
as per customer information, also agent phones are communicating with standby server not with publisher for last 4 months.
so i'suspect it is database replication problem for long time that is why i;m getting the report also for these 4 months.
please find the attachment for your reference..
please anybody can help me in this..
thanks in advance..

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

CISCO IPCC EXPRESS - E-MAIL SUBSYSTEM PROVISION

We have read that, to provision the e-mail subsystem in a Cisco IPCC Express environment, we have to complete the following steps.
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2. Use this web page to specify the following fields:
- Mail Server: A fully-qualified e-mail server name.
- eMail Address: An existing fully qualified e-mail address for the administrative account.
What kind of permissions need the administrative account? Exhange Administratior permissions? Because the customer don't like the idea of giving us a user with the possibility of controlling all the e-mail of his firm.
Do we really need it???? Thank you very much.

I typically tell the customer's Exchange team that I need them to accept unauthenticated SMTP transport from the CCX server IP address(es). I believe [read: haven't had to do it myself in a while] there are settings in Exchange 2003 on the virtual SMTP server where it will accept unathenticated mail for it's own domain from. Exchange 2007/2010 is a different animal that I haven't had to do first-hand yet. I have been lazy and just have an Exchange resource call the customer and talk them through it.

IPCC Express IllegalAccessException when re-skilling agents

I have recently adopted an IPCC Express version 4.0(5) system as part of changing jobs. I am finding that supervisors on the system are receiving the following error when trying to re-skill and agent through Subsystems -> RmCm -> Resources:
Error:IllegalAccessException
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I queried the error on the support forums and the Cisco support site and found nothing related to this particular issue. Any thoughts?
Thanks

Hi
This issue might require indepth trace analysis.
I will request you to open a case with TAC in this regard
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Anuj

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We have a Cisco IPCC Express environment with two queues ("REQUESTS" and "TROUBLES"). In case of, for instance, a great trouble in the customer network (loss of the e-mail service), most of people will call to the Troubles service, so the customer would like to forward some agents to take calls of this queue.
So, we need to dinamically distribute the agents between several queues. Is this possible? Thank you very much.

Hi
The parameter was in System/System PArameters in AppAdmin; it's called 'Supervisor Access'. You can set it to 'None' 'Sup's Teams Only' etc.
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Regards
Aaron
Please rate helpful posts...

[IPCC Express] Questions about database fields

Hello,
I'm developing some reports for Cisco IPCC Express.
During the development, a lot of questions came out related to the definition of some fields:
- In ContactCallDetail, what is the difference between transfer and redirect a call?
- In ContactCallDetail, what is the difference between transfer = 1 and contactType=5? Both are related to transfering a call.
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Best Regards,
Filipe Cruz - Portugal

Where i can get that Enterprise Edition ? 
here (click) 
 
does Express edition has Web based EM ? Read the doc about Express Edition : Oracle Database 10g Express Edition 
 
Nicolas.

IPCC Express Skills Based Routing "Select Skill" feature request.

Let me start by saying that I hope I'm just doing something wrong and that what I'm trying to accomplish is already possible within the existing feature set of IPCC Express. (I'm running 4.5.2) If not, I'd like to start a campaign to get it added as a feature in the next release.
Short version:
A call comes in, and in order to assign skills to the call you must assign the call to a csq that contains the skills required to complete that call. -- Problem arises when number of skills gets large, so must the number of CSQ's. Maintaining all of the agent to CSQ mapping gets very cumbersome.
I'm proposing a new "select skill" step in the CRS developer, which will allow you to assign a skill required to handle a call, rather then have skills required be based on what CSQ the call was put into.
(Long version in an e-mail from me to cisco)
Basically what I'm seeing with the Skills Based Routing feature in IPCC Express is that it still relies heavily on CSQ's to determine the group of agents selected to take a certain call. I can't assign a skill to a calling contact during the call flow in the script editor, instead I have to assign a contact to a CSQ which has certain skills assigned to it.
Let me give you an example as it pertains to my company.
We have 15 Healthcare locations with an average of 7 doctors per location. Each doctor has his or her own specialist that takes appointments and other calls not destined to be terminated by the doctor. Each Specialist is also a Primary backup for 2 other doctors and a secondary backup for the rest.
Currently, if I want to use skills based routing to route a call to one of the Doctors, I have to create a CSQ for each doctor, and add that doctors skill to that CSQ, and then add all of those CSQs to the locations "team".
Furthermore, if I want to add a "bilingual" skill so that each caller has the option to speak to a bilingual rep, it changes the order for the rep selection. Now I have to double the amount of CSQs in the system to have 1 queue for one language and another queue for another language for each doctor.
At 15 locations and averaging 7 docs per location with 2 languages, this requires 210 different CSQs that I have to update on a regular basis because turnover for these specialists is fairly high. Not to mention the fact that Cisco has imposed a "soft limit" of 75 CSQs per server on the 7835.
What I would propose to alleviate this mess would be to add a new step in the CRS editor under "IPCC Express" and call it "Select Skill", where I could assign a skill required to handle a call. This would allow me to create 1 CSQ and have agent selection done based on skill, or a combination of skills. It would also allow me to look across the enterprise for an agent with a particular skill without having to create 105 CSQs with 105 agents per CSQ.
To do this for now I have created a work around, but it's not a very good one because it requires a lot of overhead. I've created a database with all of my agents in it and all of the skills they are qualified for. Then where I would use the 'Select Skill' step I talked about earlier I now use a database dip and select a resource with the skills I require, then do a 'Get Reporting Statistic' to determine if that resource is logged in and available. Then using CRS 4.5.2 I route on resource instead of CSQ. Now the problem with this method, is if the resource is available, but away, or doesn?t answer the phone (because they also have to deal with walk up customers) it sets them not ready and then just sits there waiting for then to go available again. It wont requeue to the next skilled agent unless I dequeue then from the current app and start the process all over again, which in that cause they would loose their place in line.
So that's it in a nutshell, I'm sure it's not the easiest thing to follow.
Let me know if you have any questions.
Jeremy
(end e-mail)

I just want to join you in this request.
Steven Ferland, Bell Canada
P.S.: Please add your name if you agree with Jeremy.

Agent license for IPCC Express Premium 4.0(3)

Hello experts!
We're currently running IPCC Express Premium 4.0(3) in our environment (I know it's kind of old and we're thinking for a migration soon) but meanwhile, I've been asked to add 4 more agent licenses to our IPCC server to bring 4 more agents on board in the queue. When I contacted one of Cisco partners to buy a few, I was told that since this version is no longer under support, Cisco does not sell anymore licenses as well! I was wondering is there really NO way to purchase a few license more from anywhere (including used market, internet)? any idea/suggestion to least get this worked for now and then think about upgrade later?
Thank,

we've recently (Jan 2011) been successfully able to order enhanced licences for a client who was running IPCC 4.0(1) and they were converted to a licence file through the usual channels and applied to their server.
If you get your partner to use the dynamic configuration tool and rather than search (which will not yield any results) directly input the top level SKU IPCX-4.X-ADDON-PRE you may find they are able to order some licences. I can't guarantee this will still work and you may find that the order is cancelled at some point during the process.
You really should be considering upgrading (not least because you are only 6 weeks away from having a completley obsolete software release on an unsupported operating system and will be totally exposed) there are some very agressive discounts from Cisco for Comms Manager and Unity at the moment (which you will have to upgrade as well) which really make it worthwhile.
also be wary of the behaviour of your server post upgrade as version 4 installations which have been static for a long time don't seem to like being messed around with

CallManger 4.2 coresident IPCC Express 3.5

Hello,
Is it possible to have a coresident installation of CallManager 4.2 with IPCC Express standard 3.5?
thks

Yes, but for CCM 4.2 you will need at least IPCCX 3.5(4).
Take a look at this compatibility matrix:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/crscomtx.pdf
HTH, please rate all posts!
Chris

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Is it possible for the IPCC express server to keep a record of ALL outbound calls instead of just the ones the supervisor chooses? How?

Hi, guys.
Finally I've confugured my cheme.
I found my audio files .
I have added voice contact workflow to CAD-BE agent instead of CAD Agent. It was my mistake. When i do the same steps at CAD Agent - I saw raw files at C:\Programm Files\Cisco\Desktop_Audio folder.
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Our company has recently purchased IPCC Express and there seems to be a lot of limitation to reporting and functionality. We were told that we are able to upgrade to Enterprise. Is there a document out there that outlines the features of each. A pros vs cons of upgrading. If we upgrade to Enterprise can we re-use the current scripting, CSQ, skills, etc from IPCC Express and us it in Enterprise.
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This link may help with your feature outline question.
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_bulletin0900aecd80564e23.html

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Is there any facility in IPCC Express ( Enhanced) version for the supervisor to communicate with the agent without hearing the customer ?

Hi,
The supervisor can communication with agent by sending chat/install message from supervisor desktop.
Following is from Cisco Supervisor Desktop User's Guide
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/super/super_ug.pdf
Sending an Instant Message
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Regards
Venkat

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