JTAPI and call center

Hi,
does Cisco provide call center classes with their JTAPI? For instance, i would like to monitor Call center events with the JTAPI application, the same way i can monitor events on Call manager.
Regards,
Marko

You can get alot of information as to whats going on in the callcenter via the HDS database. You can also connect into the CTI interface on the CTIOS server. To get information via the ctitoolkit. Remember that JTAPI can way heavily on the CPU load on a server, and the agents add additional overhead to a standard CUCM box as well. You might run into a device weight issue if you get too carried away.

Similar Messages

JTAPI AND Call Load?

Hello,
I have been getting mixed responses and would like to know what the actual experts say on JTAPI and the potential "load" it places on CUCM. What I am specifically referring to is FPC (1st party control) and TPC (3rd party control), but more specifically just adding a user then adding devices to be monitored for the lone purpose of getting device presence information. This means no CTI route points or CTI ports actually being used.
Since this means that an actual JTAPI session would need to be open (I am using a simple JTAPI listener to get OnHook/OffHook events), I understand that there will be *some* load, but I cannot see where this would cause a significant increase in resource use on CUCM.
Would someone please share their thoughts on this? Thank you.

You can get alot of information as to whats going on in the callcenter via the HDS database. You can also connect into the CTI interface on the CTIOS server. To get information via the ctitoolkit. Remember that JTAPI can way heavily on the CPU load on a server, and the agents add additional overhead to a standard CUCM box as well. You might run into a device weight issue if you get too carried away.

Java Script Errors on Siebel Sales and Call Center Login Pages

Hello,
This only happens with some users, but not all of them.
When we first open the login screen in TRIAL we get several Internet Explorer errors.
1. Line: 1153
Char: 16
Error: Expected ')'
Code: 0
URL: http://topaxsear009.iss.bnr.com/callcenter_enu/start.swe?SWECmd=Start&SWEHo=topaxsear009.iss.bnr.com
2. Line: 59
Char: 1
Error: Object expected
Code: 0
URL: http://topaxsear009.iss.bnr.com/callcenter_enu/start.swe?SWECmd=Start&SWEHo=topaxsear009.iss.bnr.com
3. Line: 13
Char: 1
Error: Object expected
Code: 0
URL: http://topaxsear009.iss.bnr.com/callcenter_enu/start.swe?SWECmd=Start&SWEHo=topaxsear009.iss.bnr.com
4. Line: 30
Char: 1
Error: Object expected
Code: 0
URL: http://topaxsear009.iss.bnr.com/callcenter_enu/start.swe?SWECmd=Start&SWEHo=topaxsear009.iss.bnr.com
Once we enter our login credentials and click the login button or press Enter nothing happens. No Siebel errors are shown and the login page does not react. No additional IE errors are thrown either.
As mentioned earlier, this does not happen to everyone that tries to log in to Trial. This also does not happen in Dev or Prod. Also, this only occurs in Thin Client. We are able to log into Thick Client which leads me to believe it is a web server issue.
Has anyone ever seen this behavior beenbefore and what would cause this to occur?
Thanks,
Andrea Thomas
(817) 352-0175
[email protected]

There isn't any browser script on the Siebel Sales Enterprise or the Siebel Universal Agent Applications.
We have the following script in the Application_Start function on the Siebel Sales Enterprise and Siebel Universal Agent Applications:
function Application_Start (CommandLine)
var sysDate = new Date();
//var sDate = Date("2003","10","16","03","00","00");
//var sDate = ((sysDate.getMonth() + 1) + "/" + sysDate.getDate() + "/" + sysDate.getFullYear());
var sDate = (sysDate.getMonth() + 1) + "/" + sysDate.getDate() + "/" + sysDate.getFullYear() +" "+sysDate.getHours()+":"+sysDate.getMinutes()+":"+sysDate.getSeconds();
var sLogin = TheApplication().LoginName();
var ZepBO = TheApplication().GetBusObject("ZephyrUsage-BNSF");
var ZepBC = ZepBO.GetBusComp("ZephyrUsage-BNSF");
var sLastError = "" ;
     try
     ZepBC.SetViewMode(AllView);
     ZepBC.ClearToQuery();
     ZepBC.ActivateField("Login Name");
     ZepBC.ActivateField("Recent Login");
     ZepBC.ActivateField("Previous Login");
     ZepBC.SetSearchSpec("Login Name",TheApplication().LoginName());
     ZepBC.ExecuteQuery(ForwardBackward);
     var sflg = ZepBC.FirstRecord();
          if(sflg == true)
               ZepBC.SetFieldValue("Previous Login",ZepBC.GetFieldValue("Recent Login"));
               ZepBC.SetFieldValue("Recent Login",sDate);
               ZepBC.WriteRecord();
               ZepBC = null;
               ZepBO = null;
     catch(e)
          e=null;
     finally
          ZepBC = null;
          ZepBO = null;
We have the following script in the Application_Close function on the Siebel Sales Enterprise Siebel Universal Agent Applications:
function Application_Close ()
var sysDate = new Date();
var sDate = (sysDate.getMonth() + 1) + "/" + sysDate.getDate() + "/" + sysDate.getFullYear() +" "+sysDate.getHours()+":"+sysDate.getMinutes()+":"+sysDate.getSeconds();
var sLogin = TheApplication().LoginName();
var ZepBO = TheApplication().GetBusObject("ZephyrUsage-BNSF");
var ZepBC = ZepBO.GetBusComp("ZephyrUsage-BNSF");
var sLastError = "" ;
//var fp = Clib.fopen('d:\\AppScript.txt', 'wt');
//Clib.fputs('\n I am UnGracefully Closed', fp);
//Clib.fclose(fp);
     try
     ZepBC.SetViewMode(AllView);
     ZepBC.ClearToQuery();
     ZepBC.ActivateField("Login Name");
     ZepBC.ActivateField("Last Logout");
     ZepBC.SetSearchSpec("Login Name",TheApplication().LoginName());
     ZepBC.ExecuteQuery(ForwardBackward);
     var sflg = ZepBC.FirstRecord();
          if(sflg == true)
               ZepBC.SetFieldValue("Last Logout",sDate);
               ZepBC.WriteRecord();
               ZepBC = null;
               ZepBO = null;
     catch(e)
          e=null;
     finally
          ZepBC = null;
          ZepBO = null;
We have the following script in the general declarations of the Siebel Sales Enterprise Siebel Universal Agent Applications:
//     8/20/01 Melissa Ahluwalia
//     Define global variables for the VBC connections
//     MA 8/1/2 - Add global variable for URL
var gOLTP;
var gOLAP;
var gURL;
var LOVBC;
// CS Project: Yash: 09/16/2004
var gEqUndoRecord;
//Aditya CS REDESIGN
var gEnforceSRReqFields;
var gForceSRInput;
var gRunSREquipmentAutoTrace;
TheApplication().SetSharedGlobal("gEqUndoRecord", "N");
TheApplication().SetSharedGlobal("gEnforceSRReqFields", "Y");
TheApplication().SetSharedGlobal("gForceSRInput", "N");
TheApplication().SetSharedGlobal("gRunSREquipmentAutoTrace", "Y");
     LOVBC = TheApplication().GetBusObject("List Of Values").GetBusComp("List Of Values");
                         LOVBC.SetViewMode(AllView);
                         LOVBC.ClearToQuery();
                         LOVBC.ActivateField("Type");
                         LOVBC.ActivateField("Value");
                         LOVBC.ActivateField("Active");
                         LOVBC.SetSearchSpec("Active", "Y");
                         LOVBC.SetSearchSpec("Type", "BNSF_CONNECT_OLTP");
                         LOVBC.ExecuteQuery(ForwardBackward);
                         LOVBC.FirstRecord();
     TheApplication().SetSharedGlobal("gOLTP", LOVBC.GetFieldValue("Value"));
                         LOVBC.SetSearchSpec("Type", "BNSF_CONNECT_OLAP");
                         LOVBC.SetSearchSpec("Active", "Y");
                         LOVBC.ExecuteQuery(ForwardBackward);
                         LOVBC.FirstRecord();
     TheApplication().SetSharedGlobal("gOLAP", LOVBC.GetFieldValue("Value"));
                         LOVBC.SetSearchSpec("Type", "BNSF_CONNECT_URL");
                         LOVBC.SetSearchSpec("Active", "Y");
                         LOVBC.ExecuteQuery(ForwardBackward);
                         LOVBC.FirstRecord();
     TheApplication().SetSharedGlobal("gURL", LOVBC.GetFieldValue("Value"));
//     LOVBC = '';
LOVBC = null;
The following script is in the function EmpAvailability in the general section of the Siebel Universal Agent Application:
function EmpAvailability(sLogin, sStatus)
     //Availability Setting
     var EmpBO = TheApplication().GetBusObject("Employee")
     var EmpBC = EmpBO.GetBusComp("Employee");
     EmpBC.SetViewMode(AllView);
     EmpBC.ClearToQuery();
     EmpBC.ActivateField("Login Name");
     EmpBC.ActivateField("Availability Status");
     EmpBC.SetSearchSpec("Login Name", sLogin);
     EmpBC.ExecuteQuery(ForwardBackward);
     var bRec = EmpBC.FirstRecord();
     if (bRec == true)
          EmpBC.SetFieldValue("Availability Status", sStatus);
          EmpBC.WriteRecord();
     EmpBC = null;
     EmpBO = null;
}

Automatic connection between call center and phone system

Dear friends,
I have one customer, they have a phone system in their call center.
When implemeting CRM 2007, they want to have an automatic connection betwwen their phone system and call center in CRM. This means when having a call from customers the call center system ( CRM 2007) searches automatically or updates the phone number ( this phone number is get automatically from phone system ).
Does this is possible in CRM 2007? Or if u have any solutions pls let me know.
Thanks and Regards,
Nghi Do

Hi,
Just check if this blog is of any use to you:
What is Computer Telephony Integration (and Why Do I Need It?)
Thanks and Regards,
Rohit

I am working from home in virtual call center. I urgently need Firefof 5, all above cause problems and crashes. Can you please advise how I can download FF 5, it is urgent. Thank you.

I was running Firefox 5 and have been able to protect it against new versions, but now I am not being warned that there is a new version being snuck in without telling me about it.
The problem is that I work in a virtual call center from home, and the new version is creating problems I never had before.
Is there a way you can supply me with a link to FF5, and how do I protect it against new versions being installed on my machine. This is extremely important as I earn my living from the call center.
Thanks and look forward to your reply.

Perhaps you've already fixed this, but the first two links you showed us do work fine in FF and IE8, I can not say about the third link as I did not see it on your page.
Are you still having trouble with this?
E. Michael Brandt
www.divahtml.com
www.divahtml.com/products/scripts_dreamweaver_extensions.php
Standards-compliant scripts and Dreamweaver Extensions
www.valleywebdesigns.com/vwd_Vdw.asp
JustSo PictureWindow
JustSo PhotoAlbum, et alia

FTE and volume based billing for a call center operations

hi,
we have a call center handling operations only for intercompany customers (means no external customers). And we want to go for a solution based on two business processes. first one is FTE (Full time equivalent) and the second is volume based billing (based on how many tickets received between a time period).
The solution approach will be to create cost centers to track costs and billing through normal SAP sales order.
Can anybody guide me through the process here with some explanation or documentation related to this?
Thank you all

hi,
this is to inform you that,
create a master contract - 1st step.
create a value and a service contract - 2nd step.
link this two low level contracts to master contracts.
different pricing procedures will be there for value and service contracts each.
the process flow of this is :
1. for value contract : MASTER CONTRACT - SALES ORDER - DELIVERY - BILLING.
2. for service contract : MASTER CONTRACT - SALES ORDER - BILLING.
hope this clears your issue.
please let me know if you have any doubts on the same.
balajia

New iphone 6 with ios 8.0 crushed and didnt open again. call center told me that use itunes to update 8.0.2 but server is too slow and didnt let me download it. it stopts in the middle of the session. how can i download it from another link or server

new iphone 6 with ios 8.0 crushed and didnt open again. call center told me that use itunes to update 8.0.2 but server is too slow and didnt let me download it. it stopts in the middle of the session. how can i download it from another link or server. by the way i try to dowload from turkey.

anyone help me there? )=

Suddenly calls stop coming to call center for 10 min and then it come back

Hi All;
I faced a very special strange problem where we are not used on it since we installed the CVP and IPCCE. While calls were coming to the GW and the IVR responds fine for the customer, then when the customer press 0 to be transferred to the call center, the call disconnected instead of being transffered to the agent, the problem stayed for 10 minute and then the system come back working fine without doing any thing (without doing restart or any other thing). Did anyone face such problem?
The GK model is 3845 and the IOS version is 12.4(15)T4 RELEASE SOFTWARE (fc2)
And the GW model is 5350 and the IOS version is 12.4(15)T7 RELEASE SOFTWARE (fc3)
The CCM is 4.2(3), CVP is 3.1(2) and the ICM is 7.2.6
About the network, it was fine and no errors in the logs regarding the network, also the IP Phones existed in a site and the servers (GW, GK, CCM, CVP, ICM) are existed in another site and linked togethor via network link. During the down, the CTI clients were logged in and the IP Phones were logged in (so all registered), that means the network link was fine and did not go down.
I appreciate if anyone can give advises for the reason of this problem and which things to check and from where could be the problem to avoid it from being happenning next time.
Any help?
Regards
Bilal

Bilal,
You may want to look at logs and describe bit more activity. So what happend if you try to re create the scenario and in that 10 minutes period when you make a new incomming call can you track it?
I hope you are not mentioning the activity of just one call.

Hi. I have the ipad 4 and have got a Vodaphone ( India) data sim, however it does not seems to work. The CS support at the gallery and the call center is lousy as they dont seem to know what they are upto. Although the sim is active i am unable to surf.

hi. I have the ipad 4 and have got a Vodaphone ( India) data sim, however it does not seems to work. The CS support at the gallery and the call center is lousy as they dont seem to know what they are upto. Although the sim is active i am unable to surf. The vodaphone number is
9168554687. Please assist

Since this is a carrier issue, we are probably not going to be able to help you. You are paying for this service, so be assertive when you call customer service.

Erica Phone rep from California call center said order is placed and awaiting supervisor's approval, but NOTHING was placed and no follow up

Erica Phone rep from California call center said order is placed and awaiting supervisor's approval, but NOTHING was placed and no follow up. I'm very displeased with Verizon customer Service. I guess I should expect that, given they are this giant and why should they care about 1 customer, even if its a very loyal one.
I was told that my order for an iPhone is placed and all it need is to get an approval from supervisor for a $300 coupon off a regular priced device. This "need supervisor's approval" apparently is how Verizon reps get people off the line and forget about any promises made. I called to follow-up and was told that someone from the call center will call me back. Guest What??? No one did, even after I went to the corporate store in downtown San Francisco and spoke to the store manager there.
I guess I should lower my expectations about a company which spends billions on advertisement, but delivers empty promises.

gvitalik - You'll need to send a Follow request (located in the upper right-hand corner of their profile page) to AyaniB_VZW that they'll have to approve. They likewise will need to send you a Follow request that you'll have to approve. Once you both are Following each other, then you can send them a Direct Message.
How To: Direct Message

Help needed- Caller tone application using JTAPI and JMF

Hi to All,
I want to make a Caller Tone Application for Cisco IP phone.
For that application I am using JTAPI and JMF.
I am new to this two technologies.
Can somebody help me for how to accomplish this?
---Ashish

Hi Jerry,
You can run analog input and counter tasks concurrently. You can start them using software timing basically at the same time which may be fine for your needs and is the easiest to implement. You also can use a hardware start trigger to start the tasks if you prefer. It all depends on the level of synchronization you need.
You have not mentioned at what rate you will be acquiring data on your analog inputs. The M Series PCI-6225 has 80 analog inputs and may suit your needs. You will need to know what sampling rate you are trying to achieve. Any M Series device will definitely give you the best value.
Hope this helps!
Laura

I HAVE IPHONE 4 i am facing 2 problems on the IOS 7 GM 1- I CAN'T SLIDE THE CONTROL CENTER AND NOTIFICATIONS CENTER UNTIL I MAKE RESTART 2- ONCE I RECEIVING CALL IF I PRESS TO REMIND ME LATER THE I PHONE MAKE RESTART SOMETIME

DEAR ALL,
I HAVE IPHONE 4 i am facing 2 problems on the IOS 7 GM 1- SOMETIME I CAN'T SLIDE THE CONTROL CENTER AND NOTIFICATIONS CENTER UNTIL I MAKE RESTART 2- ONCE I RECEIVING CALL IF I PRESS TO REMIND ME LATER THE I PHONE MAKE RESTART SOMETIME.
<Email Edited by Host>

Restore as a new device, then sync your apps and contacts.
Do not restore from backup.
If that does not resolve it, then the next step would be to visit the Genius bar at an Apple store.

Hi, is there a support for development ? I have a idear for a docking station. But i want to know some more details about the licence from apple and so on. Is there a special call center ??

Hi, is there a support for development ? I have a idear for a docking station. But i want to know some more details about the licence from apple and so on. Is there a special call center or can i call the normal support for my country ???

For liscensing of iOS related hardware? You'd need to contact the Made For iPod Program.
<http://developer.apple.com/ipod/>
Their contact address is <[email protected]>

The inbound calls to our call center is drop after putting it on hold or transfer

Dear All;
Good day
The inbound calls to our call center is drop after putting it on hold or transfer the call to another agent. The MOH file is playing till 21 sec only then call drop . the agent cant resume the call again. The MOH file is running from Gateway (multicast).
No problem in outbound calls.
I urgent need you help
Should you require any more information , please do not hesitate to contact me.
Thanks & Best Regards,
Muhammad Fathy,
IT Network Manager
ALEXBANK
A subsidiary of Intesa Sanpaolo Group
Head office: B210-F1, Smart Village , KM 28 Cairo-Alex Desert Road, Egypt.
Cell:      +201017288844.
Office: +202-35311300   Ext: 8090.
eMail:   [email protected]
i To maintain a paperless environment, please don't print this e-mail unless you really need to.

Typically you have a codec or media resource issue to track down. IE, MTP, region, location, gateway trunk to trunk to call or something in that area.   Bypass UCCX and do the same call without this app... does it happen with a normal call?

Not updating G/L account and cost center with BAPI BAPI_PO_CREATE1

Hello Friends,
The two fields G/L ACCOUNT and Cost Center is not updated using BAPI BAPI_PO_CREATE1. I am unable to understand why? This is what i am passing to account assignment structure( POACCOUNT). Filled POACCOUNTX structre as well. I have passed company code at the header level.
PO_ITEM = 00010
SERIAL_NO = 01
CREAT_DATE = sy-datum
GL_ACCOUNT = 621000
COSTCENTER = 1000
CO_AREA = 4000
Please let me know why it is not updating anything i missed while passing?
2>I need to update GR quantity but this field is not available in the BAPI ..Please let me know how to update this field.
Any help is highly appreciated.
Regards,
Raj

Hi, I have a problem I use the bapi BAPI_PO_CREATE1, I pass the table pt_poaccount in the parameter poaccount but the bapi when register my purchase order doesn't register correctly the values KOSTL, AUFNR, PS_PSP_PNR, NPLNR of the tablepoaccount and register the default values of the contract. Please i need help with this.
CLEAR s_poaccount.
     s_poaccount-po_item     = <fs_datos>-ebelp.
     s_poaccount-serial_no   = w_serial.
     s_poaccount-costcenter = <fs_datos>-kostl.
     s_poaccount-orderid     = <fs_datos>-aufnr.
     s_poaccount-wbs_element = <fs_datos>-ps_psp_pnr.
     s_poaccount-network     = <fs_datos>-nplnr.
     s_poaccount-activity    = <fs_datos>-vornr.
     s_poaccount-quantity    = <fs_datos>-menge.
     s_poaccount-net_value   = <fs_datos>-brtwr.
     s_poaccount-creat_date = sy-datum.
     s_poaccount-itm_number = <fs_datos>-ebelp.
     s_poaccount-co_area = '1001'.
     APPEND s_poaccount TO pt_poaccount.
CLEAR s_poaccountx.
     s_poaccountx-po_item     = <fs_datos>-ebelp.
     s_poaccountx-serial_no   = w_serial.
     s_poaccountx-po_itemx = 'X'.
     s_poaccountx-serial_nox = 'X'.
     s_poaccountx-creat_date = 'X'.
     s_poaccountx-itm_number = 'X'.
     s_poaccountx-co_area = 'X'.
     s_poaccountx-costcenter = 'X'.
     s_poaccountx-orderid = 'X'.
     s_poaccountx-wbs_element = 'X'.
     s_poaccountx-network = 'X'.
     s_poaccountx-activity = 'X'.
     s_poaccountx-quantity = 'X'.
     s_poaccountx-net_value = 'X'.
     APPEND s_poaccountx TO pt_poaccountx.
CALL FUNCTION 'BAPI_PO_CREATE1'
     EXPORTING
       poheader          = pe_poheader
       poheaderx         = pe_poheaderx
     IMPORTING
       exppurchaseorder = pi_exppurchaseorder
     TABLES
       return             = pt_return
       poitem           = pt_poitem
       poitemx         = pt_poitemx
       poschedule    = pt_poschedule
       poschedulex = pt_poschedulex
       poaccount      = pt_poaccount
       poaccountx    = pt_poaccountx
       poservices     = pt_poservices
       posrvaccessvalues = pt_posrvaccessvalues.
The BAPI is register with these values as default however i pass other values in table
pt_poaccount

JTAPI and call center

Similar Messages

Maybe you are looking for