IPCC Express 3.5 Place Call

How can I implement originating a call to the outside iand then have it wait until the caller picks up then play a prompt?
Currently I can Place a Call to an outside line however the script progresses once the call has been placed and not when it has been picked up. This results in an error in the script and the caller hears "We are experiencing etc etc"
Any suggestions would be welcomed.
Thanks
Carl

Hi
There's a way to retrieve user info from the directory based on CLI (see here :https://supportforums.cisco.com/message/3023611#3023611) if your version of UCCX supports HTTP requests... however the info you're asking for can't be retrieved by any of the normal steps you might expect to find that in.
Regards
Aaron

Similar Messages

IPCC Express - Recording ALL outbound calls

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.
But they all has *.RAW 1KB size. Is it correct ? I've talked over 1 min and only 1KB Any ideas ?

IPCC Express-record call after waiting timeout end e-mail

I have IPCC Express 3.5.2. I have successfully created a script that enables recording a message when either a wait timeout occurs and then the user selects to leave a message. There is a maximum time limit on the recording. As long as the user stays online long enough during the recording fort he max timer to expire I can save the file and send out an e-,mail with this attached.
My question is how do detect hang-up then save the file and send the e-mail when a caller hangs up before the max time out has expired?

You need to use the On Exception GoTo and Clear Exception steps.
An Example:
Start
...logic...
On Exception (contactInactiveException) GoTo RecordingException
Recording
--Successful
----Label: Recording Exception
----Clear Exception: RecordingException
----....email/otherlogic...
End
The On Exception Goto watches for the caller hanging up. If they do, it moves the script to the label instead of going to the end. You must have the Clear Exception step to then clear the exception and move on.

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.

Configuring Callback Option - IPCC Express

When customers call in and all agents are busy, we'd like to give them an option to leave a call back number so a call can be automatically made to that number (while retaining their position in queue) as soon as an agent become available. I know this must be a very common scenario that many people probably have already deployed in their organization. I'm very novice in IPCC scripting and would like to know where should i start from? What are the requirements for that? We're running IPCC Express Premium 4.0(3) and Callmanager 4.1(3)
Any advise would be highly appreciated.
Thanks,
Ehsan

I think there is a miss-communication here.I never said the caller should stay on the line until it gets a callback (why on earth someone would do that??!!). All I meant was the caller should (actually MUST) hang up and then get a call back maybe after 30 min or anytime as soon as an agent become available. The actual call should maintain its position in the queue throughout this entire process. The call flow are:
1) All agents in the contact center are busy and the call gets queued on the Cisco IP-
IVR. Caller listens to a prompt - “All agents are busy assisting other customers.
Please hold and your call will be answered in the order received.”
2) The caller is given the option: “If you wish to leave a phone number for an agent
to call you back, please press 1”
3) The caller opts to leave a callback phone number.
4) The Cisco IP-IVR prompts the caller to enter the phone number he/she would like
to use for the call back.
5) The caller can also opt for a delayed call back. The Cisco Media Blender
processes the callback delay value with an additional prompt and collect through
the Cisco IP-IVR – “Please enter the duration after which you would like to
receive a callback”. Caller enters 15 minutes, indicating the best time per his/her
schedule to speak with an agent. This value is POSTED to the Cisco Media
Blender and the call back is scheduled after 15 minutes.
6) The Cisco IP-IVR collects the phone number and callback time (if applicable) and
POSTS a URL request using Cisco IP-IVR step “OpenURL” to the Trailhead
Server indicating that this request is for a callback.
7) The Trailhead server forwards this request to the Cisco Media Blender, which will
place a phantom call in queue (if there are no agents available) as a placeholder
for the callback.
8) When an agent becomes available, the phantom call is routed to the agent and a
call is made via the agent’s second phone line to the caller’s callback number.

Place Call to Internal Number

Hello,
I am a relatively new user of IPCC Express. I am working on a script using the CRS Editor that, when a call comes in, the system will place a call to an internal number and play a prompt to the called number. It currently comes up as unsuccessful when I test it. The script is very small right now as I am just trying to make it complete the call before I add the intricacies.
I have attached both the script and a screen shot of the script.
Thank you in advance,
Matt

Just as you said, I removed the Accept step and ran the debugger. It doesn't return any exceptions, it runs right through. When I run the reactive debug (with the Accept step reinserted), it hits unsuccessful when it tries to place the call.

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.
when i troubleshooted, i checked for filter in scheduler file, logs and i couldn;t find any issues in that.
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.
1. From the Cisco Unified CCX Administration menu bar, choose Subsystems > eMail. The eMail Configuration web page opens.
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
This doesn't always happen. It is intermittent. I went to see the behavior as demonstrated by one of our call center supervisors. I saw her re-skill two agents with no issue and then receive the error several times when trying to re-skill the third. We went to my computer where I tried. The re-skill was successful. We went back to her machine and re-skilled the same agent, and it worked. The IPCC Express (CRS) server is here in the same building that we are in, so it shouldn't be any kind of time-out due to latency.
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
Thank you
Anuj

CISCO IPCC EXPRESS - SUPERVISOR NEEDS TO DINAMICALLY MOVE AGENTS BETWEEN QUEUES

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.
It was (I think) introduced in 5.0, but you may find it's not in v6.0 as that was kind of a parallel universe release for the dying Windows CCM train...
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.
I'll appreciate any help you can give me.
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.

Call Manager Express B-ACD with Call Manager 5 or 6

Can I use the Call Manager Express B-ACD with Call Manager 5 or 6, because there is no autoattendant in CCM 5 or CCM 6

Hi Zohaib,
With CCM (all versions), they do ship with a "stripped down" version of IPCC/CRA which is where the actual AA is built. But this is not really an "on box" solution :( You will need a seperate MCS box to install IPCC on and then integrate with CCM via jtapi. Here is a clip and link for CCM 5.x and a link for 6.x which is a rather large PDF which I am having trouble downloading today;
Cisco CallManager AutoAttendant
Cisco CallManager AutoAttendant, a simple automated attendant, allows callers to locate people in your organization without talking to a receptionist. You can customize the prompts that are played for the caller, but you cannot customize how the software interacts with the customer.
Cisco CallManager AutoAttendant comes bundled with Cisco CallManager on the Cisco CallManager 5 agent IPCC Express bundle.
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a0080531888.html#wp1026233
Check out the 6.1 Features and Services Guide here;
http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html
Hope this helps!
Rob

Tanberg 1000MXP-CCM as IPCC Express Agents

We want to use T1000MXP-CCM as Agents for IPCC-Express (3.5). While Tandberg is working on this "IP Phone service" for the T1000, we want a "workaround." We would like to have an Agent login via another Cisco IP Phone, but the calls all go to the Tandberg. Can this be developed as a IP Phone Service for a Cisco Phone?
(For many reasons, we do not want to use a PC for Agent Login.)
Thanks.

I appreciate the reply, but... i did not know if you were saying to "uninstall" or "install" the support patch.
"toninstall the tandberg support patch from Tandberg"
Thanks.
ray

IPCC Express Prompt Size or Length Limit.

I have a marketing sound byte that is 120 seconds long and 1.15 mb in size. I am not able to get it to lay using a ply prompt. I chopped it in half and it plays fine.
Is there a size limit to sound files?
What happens instead of the file playing is the step will loop 100 times then error out.

No errors related to the playing of the prompt. The script will try to play the prompt rapidly 1000 times with in a couple of seconds then log a
WFMaxExecutedStepsExceededException: No. of executed steps: 1000 error.
As far as playing the prompt no issues reported in the log:
289068408: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : Play Prompt (--Triggering Contact--, pQueue2)
289068409: Jul 18 11:07:05.375 EDT %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:52000543003 Executing OutputStep
289068410: Jul 18 11:07:05.375 EDT %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:52000543003 OutputStep: myExecute
289068411: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-PUSHING_ACTION:Pushing action: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Action=com.cisco.wf.cmt.dialogs.CMTPlayPromptDialogImpl@12fd2c6,Type=Interruptible action
289068412: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-POPING_ACTION:Poping action: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Action=com.cisco.wf.cmt.dialogs.CMTPlayPromptDialogImpl@12fd2c6,Type=Interruptible action
289068413: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=765,Step.cisco.wfframework.steps.core.StepComment,Step Description= /* __________________________________________________________ */
289068414: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : /* __________________________________________________________ */
289068415: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=766,Step.cisco.wfframework.steps.core.StepComment,Step Description= /* Check_to_see_if_agents_are_still_logged_in */
289068416: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : /* Check_to_see_if_agents_are_still_logged_in */
289068417: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=767,Step.cisco.wf.steps.ivr.GetReportingStatStep,Step Description=iAgentsLoggedIn = Get Reporting Statistic (Logged-In Resources[csq] from CSQ IPCC Express)
289068418: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : iAgentsLoggedIn = Get Reporting Statistic (Logged-In Resources[csq] from CSQ IPCC Express)
289068419: Jul 18 11:07:05.375 EDT %MIVR-STEP_ICD-7-UNK:Task:52000543003 Get Reporting Statistic: Executing the step ...
289068420: Jul 18 11:07:05.375 EDT %MIVR-STEP_ICD-7-UNK:Task:52000543003 Get Reporting Statistic: Calling getReportingStat() with arguments CSQ IPCC Express, Logged-In Resources, and RI.Cast.Clinic.CSQ
289068421: Jul 18 11:07:05.375 EDT %MIVR-STEP_ICD-7-UNK:Task: 52000543003 The value of Statistic Variable of Get Reporting Statistics Step is 1
289068422: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=788,Step.cisco.wfframework.steps.core.StepIf,Step Description=If (iAgentsLoggedIn<=0) Then
289068423: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : If (iAgentsLoggedIn<=0) Then
289068424: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=791,Step.cisco.wfframework.steps.core.StepComment,Step Description= /* Continue--through--script */
289068425: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : /* Continue--through--script */
289068426: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=772,Step.cisco.wfframework.steps.core.StepComment,Step Description= /* __________________________________________________________ */
289068427: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : /* __________________________________________________________ */
289068428: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=773,Step.cisco.wf.steps.ivr.GetReportingStatStep,Step Description=iOldestCallWaitTime = Get Reporting Statistic (Oldest Contact in Queue[csq] from CSQ IPCC Express)
289068429: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : iOldestCallWaitTime = Get Reporting Statistic (Oldest Contact in Queue[csq] from CSQ IPCC Express)
289068430: Jul 18 11:07:05.375 EDT %MIVR-STEP_ICD-7-UNK:Task:52000543003 Get Reporting Statistic: Executing the step ...
289068431: Jul 18 11:07:05.375 EDT %MIVR-STEP_ICD-7-UNK:Task:52000543003 Get Reporting Statistic: Calling getReportingStat() with arguments CSQ IPCC Express, Oldest Contact in Queue, and RI.Cast.Clinic.CSQ
289068432: Jul 18 11:07:05.375 EDT %MIVR-STEP_ICD-7-UNK:Task: 52000543003 The value of Statistic Variable of Get Reporting Statistics Step is 10
289068433: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=774,Step.cisco.wfframework.steps.core.StepGoto,Step Description=Goto QUEUE LOOP
289068434: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : Goto QUEUE LOOP
289068435: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=761,Step.cisco.wfframework.steps.core.StepLabel,Step Description=QUEUE LOOP:
289068436: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : QUEUE LOOP:
289068437: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Step id=857,Step.cisco.wf.steps.ivr.OutputStep,Step Description=Play Prompt (--Triggering Contact--, pQueue2)
289068438: Jul 18 11:07:05.375 EDT %MIVR-ENG-7-UNK:Execute step of Task 52000543003 : Play Prompt (--Triggering Contact--, pQueue2)
289068439: Jul 18 11:07:05.375 EDT %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:52000543003 Executing OutputStep
289068440: Jul 18 11:07:05.375 EDT %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:52000543003 OutputStep: myExecute
289068441: Jul 18 11:07:05.375 EDT %MIVR-APP_MGR-7-PUSHING_ACTION:Pushing action: Application=App[name=Test_A_Script,type=Cisco Script Application,id=32,desc=To Test any script,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Thu Jul 18 11:04:09 EDT 2013,recordId=520,desc=To Test any script,name=Test_A_Script,type=Cisco Script Application,id=32,enabled=true,sessions=10,script=SCRIPT[RI.Cast.Clinic.aef],defaultScript=,vars=[,,,,,,],defaultVars=null]]],Task id=52000543003,Action=com.cisco.wf.cmt.dialogs.CMTPlayPromptDialogImpl@b6fe31,Type=Interruptible action

IPCC Express CAD / CSD Licensing

Hi guys,
My desktop SOE guys are wanting to know how licensing works with Cisco Agent Desktop / Cisco Supervisor Desktop / Historical Reporting client as they are doing a new SOE for our call centre and want to know if they can install all apps on all machines as access will be controlled by who is configured as an agent / supervisor / historical reporting user via username and password.
I am assuming the licensing is enforced by the IPCC Express server and that it does not matter on how many machines the applications are installed. Is this correct or are there additional workstation licensing considerations??
Cheers
G

Hi,
Just wanted to add one point.
- You can install CAD\CSD on many boxes but don't install the HRC and give privileges to all the users (however there is a limit on max number of Reporting users also) but still if every reporting user starts pulling the HR Reports it will put lot of load on the UCCX box (little be careful if its in production), so you can only install HRC's on the client box where there is a real requirement. If its a UCCX High Availability setup than the load will be on the slave node.
- In case if the active Agents count equals the Agent seat licensing count, the very next logging in Agent will get a clear warning message that Agent seat licenses are already consumed to the maximum extent.
Thanks,
Anand

IPCC Express 3.5 Place Call

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