IPCCE Agent Whisper

Hi,
Can we achieved whisper to the agent ( Like this is Sales Call or Maintenance call ) prior to call delivery and answer by IPCCE with IPVIR.
Does anyone have a workaround or ideas on this? Is it possible with any IPCCE with IVR solution. I know it is possible with IPCCE with CVP 8.5.
Please help..
Regards,
DJ

Just as I post that I found an old email of mi
ne:
/* 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:0cm 5.4pt 0cm 5.4pt;
mso-para-margin:0cm;
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:Calibri;
mso-fareast-theme-font:minor-latin;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;
mso-fareast-language:EN-US;}
http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps427/prod_white_paper0900aecd8066a098_ps1846_Products_White_Paper.html
It’s under UCCX but applies for Enterprise as well as it is really a CAD workflow thing. Ideally for environments with IP Communicator as it uses a little VBScript application to invoke the Microsoft TTS to playback enterprise data via the PC but as it mentions you can use a Plantronix MX10 amp to bridge PC audio and a physical hardphone through to a single headset. Neat little way to do whispers as it doesn’t use IVR ports like if you use the method where you use the IVR to place a call to the agent and play an announcement first before routing the call through.

Similar Messages

Agent Whisper issue

Hi Team,
My Agent whisper is not working on random calls. i have 9.0 ICM and CVP platform.
i have found error log on the call server.
1205522: 10.117.6.21: Nov 25 2013 06:39:02.472 +0000: %CVP_9_0_SIP-3-SIP_ERROR_SNMP: CALLGUID = 1AC098B454D311E383D35057A8D21E80 LEGID = 1AC098B454D311E383D35057A8D21E80-138536154206526348 - [OUTBOUND] Whisper Prompt Playback failed. Check the media name and address. VXML gateway logs can provide more detail with 'deb voip appl err' trace on. [id:5010]

Hey David,
i got solution to it, it is just codec issue.
Regards
Pardha

UCCE Agent Whisper with CVP

I am attempting to build out the Agent Whisper Feature in our Development lab, but I keep getting "IPIVR Whisper is disabled as the routing client CVP is not System PG" in Router Log Viewer.
I followed the configuration guide for Agent Whisper, but I suspect I missed something in my current configuration.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/configuration/guide/agwa85fg.pdf
My first guess was to look at the script, but I based my script on the script in the documentation. Does anyone have any ideas on where I should look for this issue? I will be glad to upload logs or screen shots if that helps.
Thanks!
Mike Cairns

I agree with braclarke. It is most likely an issue with your ringtone.tcl. If you look at the code you can see that there are several references to the Whisper feature.
# Script last modified by: chleblan
# Script Version: CVP_8_5_1_0_0_0_312
# Script Name: ringtone.tcl
# Script Lock Date: 4/24/2008
# Copyright (c) 2010 by Cisco Systems, Inc.
# All rights reserved.
# DESCRIPTION-------------:
# ringtone.tcl - application script used to play ring tone back to the caller on cvp sip calls.
# CVP DISCLAIMER
# This tcl script is a component of CVP.
# Modifications to this script not made as part of an CVP release
# nullify Cisco's support responsibility for this script.   The party who makes the
# change assumes responsibility for ongoing maintenance of this script.
# History:
# 4/24/08   Added the ability to use RTSP and HTTP as the URL type for the custom ringtone
#           in function, act_Media { }.
#service ringtone flash:ringtone.tcl
#dial-peer voice 9191 voip
# service ringtone
# voice-class codec 1
# incoming called-number 9191T
# dtmf-relay rtp-nte
# no vad
# CODE REVIEW FEEDBACK 9/10/2010
#1.Playtone requires DSP^Rs. We sell bundles that don^Rt have DSP^Rs for VXML gateways. CUBE may also not have DSP^Rs. Can^Rt we force a media name so that we don^Rt default to playtone?
#2.^QParam register^R used to have a memory leak. I had to take them all out of survivability.tcl at one time. I^Rm not sure if that has since been fixed.
#3.I have seen weird things if timers are still active when the caller hangs up.   You should always invoke Cleanup for the call close and add a couple of statements to stop the timers.
proc init { } {
    global zombie_timeout
    set zombie_timeout 600
    if {[infotag get cfg_avpair_exists zombie-timeout]} {
        set zombie_timeout [infotag get cfg_avpair zombie-timeout]
    global whisper_timeout
    set whisper_timeout 15
    if {[infotag get cfg_avpair_exists whisper-timeout]} {
        set whisper_timeout [infotag get cfg_avpair whisper-timeout]
    global use_facility_event
    set use_facility_event 1
    if {[infotag get cfg_avpair_exists use_facility_event]} {
        set use_facility_event [infotag get cfg_avpair use_facility_event]
proc act_Setup { } {
    global zombie_timeout
    global whisper_timeout
    global callident
    global whisper
    global medianame
    global use_facility_event
    global agent_dummy_port
    set medianame ""
    set whisper 0
    set agent_dummy_port 0
    set uahdr [infotag get leg_proto_headers "User-Agent"]
    puts "\n *** USER AGENT header = $uahdr *** \n"
    set incoming [infotag get evt_legs]
    set callident [infotag get leg_guid $incoming]
    # Extract ringtone media file name to play
    # SIP calls with App-Info header of format "App-Info: <10.86.129.211:8000:8443>;ringtone=ringback.wav"
    set appinfohdr [infotag get leg_proto_headers "App-Info"]
    puts "\n\n *** App-Info=$appinfohdr *** \n\n"
    if {[string length $appinfohdr] > 0} {
        if {[string first "whisper" $appinfohdr] != -1} {
            set whisper 1
        if {[string first "4000" $appinfohdr] != -1} {
            set agent_dummy_port 4000
        set list [split $appinfohdr ";"]
        if { [llength $list] > 0 } {
           set temp [lindex $list 1]
           set list2 [split $temp "="]
           set medianame [lindex $list2 1]
    puts "\n\n *** medianame = $medianame *** \n\n"
    leg connect leg_incoming
    if {$whisper != 1} {
        fsm setstate RINGTONE_TIMER
        timer start named_timer $zombie_timeout RingtoneServiceTimer
        act_Media
    } else {
        fsm setstate WHISPER_TIMER
        timer start named_timer $whisper_timeout RingtoneServiceTimer
        if {$use_facility_event == 0 || $agent_dummy_port == 0} {
            act_Media
# do this so that the media loops, ie ringing goes on and on
proc act_Media { } {
    global medianame
    if {[string length $medianame] > 0} {
        if {[string first "RTSP://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "rtsp://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "HTTP://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "http://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "appl:" $medianame] != -1} {
            #do handoff here
            set application [string range $medianame 12 [string last > $medianame]]
            handoff appl leg_incoming $application
        } else {
            media play leg_incoming flash:$medianame
    } else {
        set medianame "ringback.wav"
        media play leg_incoming flash:$medianame
proc act_Facility {} {
    global use_facility_event
    global agent_dummy_port
    if {$use_facility_event == 1 && $agent_dummy_port == 4000} {
        act_Media
proc actMediaDone { } {
    global whisper
    global medianame
    global callident
    set media_err ""
    set status [infotag get evt_status]
    switch $status {
        "ms_000" {
        default { #all other errors go here
            set msg "******* ERROR: playing media in ringtone tcl CALLID=$callident STATUS=$status WHISPERFLAG=$whisper MEDIANAME=$medianame *******"
            LogMsg "ERROR" $msg
            #set medianame to empty so that if custom ringtone cannot be found then just play ringback tone
            set medianame ""
            if {$whisper == 1} {
                set media_err "whisper fail"
    # for whisper announcement make sure we end after the prompt is done
    if {$whisper == 1} {
        if {$media_err != ""} {
            leg disconnect leg_incoming -c 38
        act_Cleanup
    } else {
        act_Media
proc zombieTimerExpired { } {
    set msg "******* Ringtone Zombie timer expired - call cleared *******"
    LogMsg "INFO" $msg
    act_Cleanup
proc whisperCallMaxLengthExceeded {} {
    global medianame
    global callident
    set msg "******* ERROR: Clearing call. Whisper Prompt Max Length Exceeded in ringtone tcl. MEDIANAME=$medianame *******"
    LogMsg "ERROR" $msg
    act_Cleanup
proc LogMsg {errLevel msg} {
   global callident
   set x " CallID = "
   set y "TCL CVP ringtone.tcl: "
   append x $callident
   append msg $x
   append y $msg
   puts -nonewline "\n$y"
   if {$errLevel == "ERR"} {
      log $y -s ERR
   if {$errLevel == "WARN"} {
      log $y -s WARN
   if {$errLevel == "INFO"} {
      log $y -s INFO
proc act_Cleanup { } {
    timer stop named_timer RingtoneServiceTimer
    call close
init
requiredversion 2.1
#   State Machine
set fsm(any_state,ev_disconnected)         "act_Cleanup        same_state"
set fsm(CALL_INIT,ev_setup_indication)     "act_Setup          same_state"
set fsm(any_state,ev_facility)             "act_Facility       same_state"
set fsm(any_state,ev_media_done)           "actMediaDone       same_state"
set fsm(RINGTONE_TIMER,ev_named_timer)     "zombieTimerExpired same_state"
set fsm(WHISPER_TIMER,ev_named_timer)      "whisperCallMaxLengthExceeded same_state"
fsm define fsm CALL_INIT

How to restrict IPCC agent's Call-Id and Intern DN?

Hi there,
We have installed IPCC for an enterprise customer. The IPCC agents while calling intern (on-net) are sending their Call-Id and Internal DN. Is there a way to restrict those information of an IPCC-agent while making on-net calls?
Thanks.
Regards,
Ysana

Is CUCM the PBX? If so I have accomplished this exact scenario using a combination of Calling Search Spaces, Partitions, and Translation Patterns.
Example Assumptions:
1. There is an Everyone Partition and all internal DN's have it applied = PT_ALL_DEVICES
2. There is an Internal Calling Calling Search Space = CSS_INTERNAL
3. All Internal Extension = 7XXX
4. Main Contact Center Pilot Number = 9999
5. It is desired to mask all agents internal calls with 9999
Perform the following:
1. Create a Partition = PT_AGENT_TRANSLATION
2. Create a Calling Search Space = CSS_AGENT with the following properties:
     a. Assign the PT_AGENT_TRANSLATION
     b. Assign any other Partitions needed for external calling.
     c. OMIT the PT_ALL_DEVICES
3. Create Translation Pattern with the following properties:
     a. Translation = 7XXX
     b. Patition = PT_AGENT_TRANSLATION
     c. Called Number 7XXX
     d. Calling Search Space = CSS_INTERNAL
     e. Calling Number Mask = 9999
4. Assign the CSS_AGENT Calling Search Space to the Agents Phones.
In essence when an Agent calls a 7XXX extension it is forced through the new translation pattern where you can apply an Calling Number Mask. Things can obviously get trickier depending on how the CUCM dial plan is laid out but this should give you an idea.
I have also done something like this in reverse where all my internal users could not call the Agent DN's directly.
HTH - Please rate posts.

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.
Thanks for your help.

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
Please use the star ratings to help drive great content to the top of searches.

CONFIGURATION OF TEMPLATES FOR IPCC AGENTS

Suppose I have 100 agents in a Cisco IPCC Express environment, and I want to asignate them some skills. Is there any way of configuring a "template", so I can make bulk modifications or I have to make all changes one by one?
Thank you very much!

No. CCX does not have a BAT Template-type concept. Your closest option will be the Assign Skills option within RmCm Configuration. This will let you assign skills to multiple agents all at once.

IPCC - agent stuck in reserved state

HI
I have a problem, Desktop agent goes in reserved state are using Cisco Contact Center Express 7.0(1)_Build168 This contact Center is integrated with CUCM 7.1.3.30000-1.
Logs attached .
PD:I already checked the CSS configuration of the agents and cti ports.

Hi Carrion
The problem is when the call is transferred from UCCX CTI port to your agent:
602574: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-7-UNK:CallID:114 MediaId:1342/1 Task:18000000195 consultWithoutMedia gets CiscoJtapiException: 0x8ccc0088(CTIERR_CONSULT_CALL_FAILURE)::Consult Call Failure
602575: Jun 15 19:28:34.161 COT %MIVR-ALARM_MGR-3-UNK:MIVR alarmwriter queue is full some alarms will be dropped
602576: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-3-CONSULT_FAILED:Consult failed: All Call ids=CallID:114 MediaId:1342/1 Task:18000000195,Extension=6058,Exception=com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException: ,Failure reason=consult gets error 0x8ccc0088=CTIERR_CONSULT_CALL_FAILURE
602577: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException:
So the call gets placed back into the queue and then fails to dispatch succssfully to the agent again.
Can you please confirm how you are making these calls, are they from the PSTN or internally to the UCCX?
Also please check MTP and make sure you have allowed media resources as the system has to beable to place the call on hold while it transfer.

CTI OS answer call but not play agent greeting

hello everyone
i config agent greeting in UCCE
now i can record the greeting
and i config a DN like 60002 with PlayAgentGreeting call type,and the call type associate PlayAgentGreeting script
i dial 60002 from my CTI OS client i can hear the greeting .
but when i enable agent greeting on CTI OS,and answer a call in number ,it can't play greeting.
i look the script but no run this script .
i look the log with CTI OS server and find the client can't sent the dialed number ....
can i loss some config with play script? like CTI OS client config?

hi
next is rtr log
Events from February 17, 2015:
00:01:41:617 rb-rtr Trace: (35 x 0 : 0 0) NewCall: CID=(151257,301), DN=60000, ANI=1079, CED=, RCID=5001, MRDID=1, CallAtVRU=1, OpCode=0
00:01:41:617 rb-rtr Trace: (35 x 33 : 0 0) TransferToVRU: Label=1231231234567890, CorID=33, VRUID=5002, RCID=5001
00:01:41:781 rb-rtr Trace: (35 36 33 : 0 0) RequestInstr: CID=(151257,301), CallState=1
00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) ATR rule not found for agent 5001 at ext 1001. Device target had label 1001 (ID 5026).
00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) DeviceTargetPreCall_V11: CID=(151257,301), PerID=5000, SGSTID=5003, AGSTID=5001 NetworkCallFlags=0, InvokeID=18, GREET=
00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) Connect: CID=(151257,301), EventSelect=0, ServiceType=0, RCID=5001, Label(s)=1001
00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) Deleting Dialog.
next is CUCM pg pim log
Events from February 17, 2015:
00:01:27:095 PG1A-pim1 Trace: CSTASetAgentState: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000046 Dev=1001 AgentMode=READY AGID=1000 SG=-1(0xffffffff))
00:01:27:095 PG1A-pim1 Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=
00:01:27:095 PG1A-pim1 Trace: CSTASetAgentStateConfEvent: TPServices::CSTASetAgentStateConfEvent InvokeID=0xf0000046
00:01:50:619 PG1A-pim1 Trace: DeviceTargetPreCallInd: PreLock: RTRCallKey=151257.301 NTID: 5035 dialed number=60000 CED= ASTID=5001, AG=, CustomerDefinitionID=1, AW=0
00:01:50:619 PG1A-pim1 Trace: DeviceTargetPreCallInd: PostLock: RTRCallKey=151257.301 ASTID: 5001 NTID: 5035 Ext: 1001 AG= AW=0
00:01:50:619 PG1A-pim1 Trace: CheckWhisperECCWithIPIVR: ECC.user.media.id8CF741800001000000000713F901A8C0 and Customer Call ID: -1
00:01:50:619 PG1A-pim1 Trace: AddPreRoutedCall: Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 1 RouterCallKey=(151257/301) preCallRouteCrossRefID: 0, SkTT:0, GREET: DialedNumber:60000 CustID:1 AW=0
00:01:50:782 PG1A-pim1 Trace: Delivered: CID=16779291 ConnDevID=1079/1 AlertDevID=/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=1 Cause=22OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 ANI=1079 DevTgDevStr=1001
00:01:50:782 PG1A-pim1 Trace: RetreivePreRoutedCall: Head Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 1 RouterCallKey=(151257/301)
00:01:50:782 PG1A-pim1 Trace: MatchPendingCall (DeskLinkCall) : Inst: N1001 CreatedByPreCall: T PeriphCID: -1 RouterCallKey=(151257/301)
00:01:50:782 PG1A-pim1 Trace: Offered matched PreCall for CID: 16779291 Ext: 1001 SecondsPending: 0
00:01:50:783 PG1A-pim1 Trace: FreePreRoutedCall: Head Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(151257/301)
00:01:50:783 PG1A-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Offered: SENT TO OPC
CallID = 16779291 DeviceID = 1079 DeviceType = Dynamic
Alerting =
Calling = 1079
Called = 1001
Redirection =
LocalState = INITIATE
Cause = EC_NEW_CALL
00:01:50:783 PG1A-pim1 Trace: Delivered: CID=16779291 ConnDevID=1079/1 AlertDevID=1001/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=2 Cause=-1OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 DevTgDevStr=1001
00:01:50:783 PG1A-pim1 Trace: GetAgentWhispePrimaryCallID: Unable to find PreRoutedCallPending 16779291
00:01:50:783 PG1A-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Delivered: SENT TO OPC
CallID = 16779291 DeviceID = 1079 DeviceType = Dynamic
Alerting = 1001
Calling = 1079
Called = 1001
Redirection =
LocalState = ALERTING
Cause = EC_NONE
00:01:53:081 PG1A-pim1 Trace: CSTAAnswerCall: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000047 AlertingCall(CID=16779291,Dev=1079,Type=Dynamic)
00:01:53:081 PG1A-pim1 Trace: PRIVATE_DATA: AnsweringDevice=1001
00:01:53:092 PG1A-pim1 Trace: Established: CID=16779291 ConnDevID=1001/0 AnsDevID=1001/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=3 Cause=-1OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 DevTgDevStr=1001
00:01:53:092 PG1A-pim1 Trace: Checking for agent whisper enabled. Ext=1001 CallID=16779291 AW enabled=0 ReqEnbld:0 ReqSt=0
00:01:53:092 PG1A-pim1 Trace: Checking for RNA Requery. Ext=1001 CallID=16779291 RNA=0 Qtime=4 ReqEnbld:0 DNID:0 ReqSt:0
00:01:53:092 PG1A-pim1 Trace: CSTA ESTABLISHED, TelephonyDriver::Established: SENT TO OPC
CallID = 16779291 DeviceID = 1001 DeviceType = Static
Answering = 1001
Calling = 1079
Called = 1001
Redirection =
LocalState = CONNECT
Cause = EC_NONE
00:01:53:092 PG1A-pim1 Trace: Checking for AgentGreeting. GREET: CustID: 1
00:01:53:093 PG1A-pim1 Trace: AnswerCallConf: InvokeID=121322
00:01:53:093 PG1A-pim1 Trace: CSTAAnswerCallConfEvent: TPServices::CSTAAnswerCallConfEvent InvokeID=0xf0000047
00:01:54:137 PG1A-pim1 Trace: RTPStarted: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:24582, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000081B016B9CB400000000
00:01:54:232 PG1A-pim1 Trace: RTPStarted: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:20664, Direction=OUT, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000081B016B9CB400000000
00:01:57:537 PG1A-pim1 Trace: CSTAClearConnection: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000048 Call(CID=16779291,Dev=1001,Type=Static)
00:01:57:537 PG1A-pim1 Trace: PRIVATE_DATA: CompoundRequestType=Unknown CSTA Event Type SubjectDevice=1001
00:01:57:546 PG1A-pim1 Trace: RTPStopped: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:24582, Direction=IN, UniqueID=000000000000081B016B9CB400000000
00:01:57:547 PG1A-pim1 Trace: RTPStopped: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:20664, Direction=OUT, UniqueID=000000000000081B016B9CB400000000
00:01:57:547 PG1A-pim1 Trace: ConnectionCleared: CID=16779291 ConnDevID=1001/0 ReleasingDev=1001/0 LocalConn=-1 Cause=-1UniqueID=000000000000081B016B9CB400000000 DevTgDevStr=1001
00:01:57:547 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
CallID = 16779291 DeviceID = 1001 DeviceType = Static
ReleasingDevice = 1001
LocalState = NONE
Cause = EC_NONE
00:01:57:547 PG1A-pim1 Trace: CallCleared: CID=16779291 ConnDevID=/0 LocalConn=-1 Cause=-1UniqueID=000000000000081B016B9CB400000000
00:01:57:547 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared: SENT TO OPC
CallID = 16779291 DeviceID = DeviceType = Static LocalState = NONE
Cause = EC_NONE
00:01:57:548 PG1A-pim1 Trace: ClearConnectionConf: InvokeID=121323
00:01:57:548 PG1A-pim1 Trace: CSTAClearConnectionConfEvent: TPServices::CSTAClearConnectionConfEvent InvokeID=0xf0000048
i ues UCCE 9 and all CTI OS version is 10

PCCE agent Greeting

My agent whisper plays fine but my greeting will not work. Any help would be great.
Thanks>>..

Chintan,
thanks for explanation it is very clear. I got stuck in below config
router sends VRU label to PG (this will be configured under network VRU explorer, and it will be for your CM peripheral), and label will be always appended with corr id.
Now it is passing the send to vru node and playing the menu. but now it is failured at
Run Ext. Script node (Audium, GS,Server,V), i am using the default media server (cvpcall server+vxmlserver+mediaserver)
when i checked the activity log of RecordAgentGreeting vxml application nothing is there, that means it is not hitting the application.
I am suspecting that what ever variables ECC created recently is not taken effect. becuase i found the following error in cvp call server logs
CONNECT message, sending EVT RPT back to ICM - >>HEADERS: (JMSType)=MsgBus:CONNECT (JMSDestination)=Topic(CVP.ICM.CC.RESP.SYS_SIP2) (JMSTimestamp)=1402823524903 (ServerID)=WIN-PBC34IB91T5.SYS_ICM2:ICM:ICM2:WIN-PBC34IB91T5.MsgBus002 >>BODY: callguid=0B527E56F3A411E3987E78DA6E493500 RouterCallKey=1113 floatingvars=>>HEADERS: (JMSType)=MsgBus:FLOATINGVARS >>BODY: callvars=[, , , , , , , , , ] user.microapp.app_media_lib=app user.microapp.media_server=media user.media.id=0B527E56F3A411E3987E78DA6E493500 user.microapp.FromExtVXML=[null, null, null, null] user.microapp.ToExtVXML=[null, null, null, null, null] user.microapp.locale=en-us user.microapp.input_type=D >>STATE: isTabular=false isWriteable=true cursor=-1 dnis=8015 correlationid=26711 timezone=Asia/Riyadh RouterCallKeySequenceNumber=0 version=CVP_10_0 RouterCallKeyDay=151010 labeltype=-1 label=8111126711 localOffset=180 calllegid=B527E56-F3A411E3-90EDEE36-70AFD42F >>STATE: isTabular=false isWriteable=false cursor=-1 [id:5005]
kindly guide me. how to proceed further.
with Regards,
Manivannan

Disabling the previous agent info on the login screen

We are using IPCC enterprise 8.03 with CTIOS and offer multiple shifts in our call center. Due to security reasons, we would like to disable the last agent logged in info from the IPCC agent desktop. Currently when an agent launches IPCC desktop, it displays the agent id and extension of the last agent who was logged in; we would like to set it where last agent's information is not automatically pre-populated.
Thanks for your help..

we use the below bat file for lauching CAD to remove existing agent data.
@echo off
setlocal
REM # This script re-writes the .ini file for CAD to clean up old usernames.
REM # It restors a copy of the .ini file over the current version, and
REM # substitues the username field with the current user and removes
REM # (blanks) any existing phone extension.
set INI_LOCATION="C:\Program Files\Cisco\Desktop\config\PhoneDev.cfg"
REM set INI_LOCATION=PhoneDev.ini
REM ### Original File: ###
REM [PhoneDevice]
REM Appearance0=6752
REM [AgentID]
REM AgentID=test
REM [AgentMobilePhone]
REM RemoteAgent=0
REM Number=
REM AgentWorkMode=0
REM ######## END of Original #####
C:
REM ## Build new file from scratch
echo [PhoneDevice] > %INI_LOCATION%
echo Appearance0= >> %INI_LOCATION%
echo [AgentID] >> %INI_LOCATION%
echo AgentID=%USERNAME% >> %INI_LOCATION%
echo [AgentMobilePhone] >> %INI_LOCATION%
echo RemoteAgent=0 >> %INI_LOCATION%
echo Number= >> %INI_LOCATION%
echo AgentWorkMode=0 >> %INI_LOCATION%
REM # END
cd "C:\Program Files\Cisco\Desktop\bin"
start agent.exe
exit

UCCE v8.5 with CIPC8.6 agent greeting and Whisper annoucement

Dear networkers,
We do have UCCEv8.5 deployed with CVP 8.5, CUCM 8.5 and CAD 8.5.
We have Cisco IP Communicators(CIPC) v8.6 installed we would like to implement the follwoing two features:
- Agent Greeting
- Whisper Announcement
As far as the documentation says, we need a phones with Built in bridge. Does CIPC support uch feature ?? Can the above two features be deployed using CIPC ?
thanks in advance.
Best Reagrds.

Hi ,
You can deploy those two features with cipc 8.6 ....first you need to enable Built-in-Bridge in CUCM for the perticular cipc..
For more info refer the below url
http://www.google.co.in/#hl=en&safe=active&tbo=d&spell=1&q=agent+greeting+%26+whisper+announcement+configuration&sa=X&ei=Yg8iUZj8LsXE0QHPl4GYCQ&ved=0CCsQvwUoAA&bav=on.2,or.r_gc.r_pw.r_qf.&bvm=bv.42553238,d.dmg&fp=ca85679e4aaec60f&biw=1366&bih=651
Message was edited by: Silambarasan K

IPCCE 7 - Webview - when I getting report an agent appears twice

Hi All,
I was having a problem with an agent's name being in the Cisco database twice. In order to get any data for him I have to select both names. If I select just either one of them then there is no data available.
Prevously I gave to this agent a new phone extension at Callmanager and IPCC staff , so was wondering if I could take out his name that is still associated with his old extension? Where do I have to find? I need leave only the new extension.
Thanks for your inputs
Andres

Login to the AW (either directly or remotely using VNC or MSTSC), open Microsoft SQL Query Analyzer, select the AW database from the drop down list, and type in the command and press "Execute".
If this is beyond you, do some reading on the Web about using Microsoft Query Analyzer. You really should have basic SQL skills to maintain and administer IPCC, so don't be afraid to start now.
Regards,
Geoff

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 agent desktop on window 7 and working with IPCC 4.0

Hi all,
i am using IPCC version 4.0.5 and Cisco Agent desktop client is installed on the windows XP machine
now we are planning to upgrade the all windows XP machine to window 7 32bits
before upgradeing OS from XP to windows 7 just want to know can CAD or CSD should be work onthe window 7 32bit
anyboday is using IPCC 4.X version with using CAD on the window 7 32 bits OS if yes CAD is woking fine with windows 7 or if any issue aries ?
Thanks in advance.

CAD for IPCCX v4 does not support windows 7. See compatibility matrix:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
In my experience if you already have CAD installed and you upgrade the OS (without a fresh rebuild) CAD will work - but it is NOT supported. You should test this though.
You will not be able to install the older version of CAD on windows 7, the installer will give you errors.
Brian
please rate helpful posts

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...

IPCCE Agent Whisper

Similar Messages

Maybe you are looking for