Interesting Client Concern: UCCX Agent Tricks

I had a client ask us to compile a list of tricks UCCX agents use to get around meeting job requirements. Other than not transferring calls to post-call surveys I couldn't think of any. So does anyone know of things agents can do with UCCX that may be considered tricks/work-arounds to "beat the system"?
Thanks,
Brian

Hi,
well, Tanner has a point, it must be solved processwise.
The company I used to work for had a customer with a large UCCE contact center and they asked for a report that would show this kind of suspicious activity. UCCE has actually a way to mark these calls, unfortunately, as far as I know, there is no such thing in UCCX. The rule was simple: you can be caught only once doing that.
G.

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Can't move UCCX agent to another extension

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Hi Eric,
Maybe this is better
Miscellaneous tab options.
Option Description
Window Behavior Specify how you want the Agent Desktop window to
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UCCX Agent ready state softkey

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UCCX Agent with Unified Mobility

Hi all,
We have UCCX 8.5 and CUCM 8.6
Maybe somebody knows.
Can we make next:
Incomnig call to UCCX ---> UCCX Script--->CAD and Agent IP Phone
But we woud like configure Unified Mobility feature and use this feature with UCCX agents phone.
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UCCX Agent Configuration

Hi everyone,
I'm having some concerns about the design I should put in place for my lab to reflect the best solution to implement :
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I check Cisco UCCX design guide and EM is not mendatory, i'm just wondering wether it's a better choice not to use EM : it reduce the delai and actions on the phone before loggin in IPPA.
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Best regards,

Hi,
I'm going to test the same scenario, in my test when the user logged off on EM the Agent state is in "not ready" and remain logged in so if I try to login the same EM user and Agent, I receive an alert and the operation is not user friendly.
I have to force the logoff of the previous agent, force the logoff again and login the agent.
There is a solution for terminate a session or force a logoff of the agent after a perid of time ?
I've tried with workflow management but it doesn't work.
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Latest version of UCCX Agent desktop in VDI or XenDesktop environment

Is anyone out there using Agent Desktop for UCCX in a XenDesktop VDI environment. The release notes for the latest clients don't appear to list XenDesktop specifically but mentions VDI support and XenApp support.

I've a confirmation from Calabrio that it has not been qualified and is not committed to a specfic release at this time.
Please rate helpful posts.
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UCCX Agent Desktop Auto Answering Calls

Has anyone heard of a situation where CAD is auto answering calls? The users are reporting it sporadically only when they get a off a call and a call is waiting in queue, the call will automatically connect right after they hang up the first call.
Sounds bizarre, I know.
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Thanks.

We've had a similar issue. While the agent is talking, the CAD changes state to "work" i.e. it thinks that the call has been hung up. It then goes to "ready" while the agent is still talking. As a result, when the agent hangs up their call, they are in "ready" state and are given the next call immediately.
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UCCX agent cannot log in

Dear Cisco Support community,
I have a hot issue that agents cannot log into the UCCX via agent desktop application.
I'm working with the CUCM version 7.1.5.33900-10 and UCCX 8.0.2.11003-10, both versions are compatible.
I already configured a CSQ and all other configuration, but when the customer try to log into the UCCX, she's getting the following error message:
Agent Desktop logs below:
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:123 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:123 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:186 INFO STD0000 Starting preference change event dispatch thread.
2012-04-18 11:51:56:576 INFO LC0000 Connected to Calabrio LDAP server on <192.168.0.12>.
2012-04-18 11:51:56:576 INFO STD0004 Client <Calabrio LDAP> connected to service at <192.168.0.12>.
2012-04-18 11:51:56:608 INFO DESK1122 Get Update Flag from LDAP successfully.
2012-04-18 11:51:57:529 INFO SPUD0000 Successfully launched update from <C:\Program Files\Common Files\CAD\bin\update.exe>.
2012-04-18 11:52:01:139 INFO LRMS0004 LRMClient is connected to the service at <192.168.0.12>.
2012-04-18 11:52:01:826 ERROR DESK3023 Could not read Offering out of LDAP. Error <Could not find specified entry.>
2012-04-18 11:52:02:201 INFO VOIP4020 Created the LDAP recovery thread.
2012-04-18 11:52:23:201 ERROR DESK3113 Unknown exception while releasing the license(s)
2012-04-18 11:52:23:201 ERROR DESK3113 Unknown exception while releasing the license(s)
2012-04-18 11:52:24:248 INFO STD0005 Client <Calabrio LDAP> disconnected from service at <192.168.0.12>.
I don't know how to fix that problem, could someone help me?

Hi Jefferson,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/reference/guide/cad85ccxecd.pdf
DESK2206
Text: Could not read product offering from LDAP. Error
code = <%d>, <%ls>
Type: Warn
Add’l Info: The wait for an active call ID to be the target for the
blind conference timed out.
Action: Retry the action later
Could you please restart the UCCX box once and check it again.
Hope it helps.
Anand
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UCCX Agent Team Change & CSD

UCCX 9.0(2)
Client is reporting issues where an agent changes team, but the supervisors continue to see the agent within their old team.
It appears in general that changes to a team's "assigned CSQ" nor to an agent's assigned team update in CSD. We've tried log out/login of CAD and CSD users, and Admin db resync, but nothing helps. Looking to avoid outage due to service restarts.
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Brian

Cisco Supervisor Desktop pulls configuration information when it is first launched, this includes agents, teams, queue info, etc. Unfortunately CSD does not update this information during the course of its operation and requires closing and reloading the application to refresh this data.
HTH,
Tanner Ezell
www.ctilogic.com

UCCX Agent Whisper in the Script

Hello,
We want to have a whipser option for a agent so they can know if the calls are coming from English or French queues.
Is it possible to configure this in the script for english or french queue?
I was trying to add the prompt in the attached script under "Connected"
We have UCCX 9.0.2.
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Whisper is not a feature of UCCX. Anything that you implement which would be even close, will be complicated and not quite elegant.
If the two CSQs are actually two different CSQs, then the CSQ name is already presented to the Agent in CAD by default. If one was named: Support_EN and the other Support_FR, then this should be sufficient.
If not, what I recommend for you is to leverage Enterprise Data. This is basically meta data about the call which you pass to the Cisco Agent. This can be any data to include a separate field for the Language of the caller.
Please refer to the Cisco Desktop Administrator's guide for details on configuring Enterprise Data Fields and Layouts.
UCCX Support Documents
https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
Anthony Holloway
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CTIOS Client: Enabling Chat & Agent Stats

Working with CTIOS client in a lab (8.5). Have one agent and one supervisor (spv configured as spv of agent on team). Two issues:
1) Chat:
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     b) I CANNOT send a chat (or response) from the spv to the agent. When I try, I get a message that the agent is not a spv of their team and they are
     only allowed to chat w/ spv's of their team.
I have checked the registry settings for both the agent (agentchatlevel) and spv (supervisorchatlevel) and set both to Unrestricted. After doing this, I did log out of the desktops and close and reopen, but did not cycle the CTIOS servers if that's required. Or is it some other setting I'm missing?
2) Agent Stats:
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No firewall David, but I figured out both problems. Regarding poping the chat window, it's actually a beep, set here:
The chat window can be configured to beep, every time a new message arrives. To make the Chat control beep every time a new message arrives, set the following registry key to a non-zero value.
HKEY_LOCAL_MACHINE\Cisco Systems, Inc.\CTI Desktop\CtiOs\BeepOnMsgReceived
If the registry key does not exist, or if its value is set to zero, the Chat control will not beep.
Regarding the agent stats, I had to pull up another window to find them :-)
Thanks for your input.

UCCX Agent can`t loggin

My UCCX is 8.5 su3 ,CME is 8.5.When the IP phone agent loggin ,the screen display "The extension you entered is not associated with this agent ID. Verify the extension and try again"
The CME config in the Attach file.
I have creat agent on UCCX server.
I have read the Cisco Unified CallManager Express System Administrator Guide,Cisco Unified Contact Center Express Solution Reference Network Design Guide.But I can't find out how to handle this problem.

Hi,
I hope you are using the compatible CME IOS image,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
->Details of CME/IOS version mapping can be found at
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/requirements/guide/33matrix.htm
->Only SCCP Phones are supported as Agent Phones with Unified CME. Refer to "Cisco Unified IP Phone Support" section from the respective Cisco Unified CME
Supported Firmware, Platforms, Memory, and Voice Products web page. For example, for Cisco Unified CME 7.1, go to: http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/requirements/guide/cme71spc.htm, and scroll down to view the "Cisco Unified IP Phone Support" table.
c. Cisco IP Phones 6911, 6921, 6941, 6945, 6961, 8961, 9951, 9971 are not supported as Agent Phones with Unified CME
If everything is ok and you are still facing the issue, than I would suggest you to appraoch TAC for further help.
Thanks,
Anand

Reminder for UCCX agent desktop

Hi There
We are using uccx 7 and got some requirement to have a reminder pop up when the agent is not ready to remind them that they need to change their status to Ready.
Our agents are not just sitting in the chair and waiting for the incoming call, they have to move to other area to do some other stuff sometimes, but during that time they may get incoming call and their agent status was changed to Not Ready, when they came back to the desk they just simply forgot to change the status back, is there any way that we can have a pop up window to remind them?
In the Cisco Desktop Administrator, I can configure the popup window under Voice Contact Work Flows when the called number match the trigger, but there is no way I can add the condition that it only happen when the agent is not ready; In the Agent Management Work Flows, I can have the popup window when agent is not ready, but it is not what we want, it popup whenever the agent's status changed to Not Ready.
Maybe there is a way in the script that when there is incoming call, it check the "Not Ready" agents and send the popup window to those agents, but I am not sure how to do it.
Can anyone kindly give me some hint for this?
Cheers

As you can probably see reading this thread, there is no easy, built-in way to handle this. I think the Cisco approved way, would be to leverage the Wrap up time, and force them into the Ready state, as oppose to warning them.
I have one other method to throw into the mix, and your experience with it may be different from the next person's; so please test this out first before deploying it all over the place.
If you have MS Office installed on the CAD PC, you can actually leverage a feature out of the MS Word COM Object to view a list of running Window Titles, and since CAD puts the state of the Agent in the Window title, this works.
You will need to copy and paste the below code into a notepad document, and then save as "All Files" and name it something like "monitor.vbs".
'=============================================================================='=='=='=='=='=='== This script will attempt to monitor the CAD title window and keep track'== of how long the state is Not Ready, then alert the user once a threshold'== is exceeded. The user can press OK to go ready or Cancel to stay Not Ready.'=='== Microsoft Word Required.'=='== Author=Anthony Holloway'== [email protected]'=='== Last Update=04 AUG 2009'=='== User defined variables'=========================' The StateThreshold is in seconds, and sets a limit to how long the Agent' state can be "Not Ready"Const StateThreshold = 600' The AlertMessage is displayed to the user; keep it short and sweet.Const AlertMessage = "You are currently in a Not Ready state."' The AlertTitle is displayed as the alerts title barConst AlertTitle = "Cisco Agent Desktop"'==============================================================================Set oMicrosoftWord = CreateObject("Word.Application")Set cRunningApplications = oMicrosoftWord.TasksSet oShell = CreateObject("WScript.Shell")iCounter = 0sCADNotreadyTitle = "Not Ready - Cisco Agent Desktop"' Loop foreverDo While True ' Does the CAD title contain "Not Ready"? If cRunningApplications.Exists(sCADNotReadyTitle) Then ' Yes, Has the state exceeded the threshold? If iCounter >= StateThreshold Then ' Yes, Alert the user iUserChoice = MsgBox(AlertMessage & vbCrLf & "Press OK to go Ready", vbOKCancel + vbExclamation + vbDefaultButton2, AlertTitle) If iUserChoice = vbOK Then oShell.AppActivate sCADNotreadyTitle WScript.Sleep 500 oShell.SendKeys "^w" End If ' Reset the counter iCounter = 0 Else ' No, Increment the counter iCounter = iCounter + 1 End If Else ' Yes, Clear the counter iCounter = 0 End If ' Pause 1 second before checking again WScript.Sleep 1000Loop
Then you will need to start it by one of several ways. One way is to place it into the startup folder of the windows PC. Another way is to have it launch via CDA Run External Application on CAD Startup. It just runs in the background all the time, monitoring the title of the CAD window.
Anthony Holloway
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Interesting Client Concern: UCCX Agent Tricks

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