Main # Ans'rd by AA - Select Contact Ctr Options or Ext - Dead Air
We've had this issue for about 8 months, where a caller dials our main #, it's answered by the Auto Attendant as soon as one of the Contact Center options or the Customer Service extension is chosen, the caller intermittently encounters dead air/silence.
It has occurred on all of our Auto Attendant options and specifically on our Customer Service ext. Since this issue is intermittent & consistent, it's been a challenge to troubleshoot. I've worked with our Cisco vendor in conjunction with several Cisco Engineers (Call Manager & UCCX) W/O resolution.
Additionally, our telco provider was also involved for a couple of months, intrusive testing and still no resolution. I have spent a great deal of time and $, but I sincerely think what's happening is something simple and is being overlooked.
The first occurrence began when the systems below were upgraded from 7.1 to 8.5:
Cisco Publisher & Subscriber - System Version: 8.5.1.15900-4
Cisco UCCX - System Version: 8.5.1.11003-32
Cisco Unity System Version: 8.5.1ES102.15900-102
Voice Gateway - Cisco 2921
The many times I've recently tested, I was only able to recreate the issue once. The dead air occurred I called from my ext. (registered in Cisco SUB) to the Customer Service ext. (registered with the Cisco PUB)...in this test, no telco is involved just a call between Call Managers. So is the issue in the Call Managers or on the Voice Gateways?
Has anyone experienced this issue and can provide feedback on any further steps to be considered?
Hi Susan,
I'm taking a stab and assuming your call flow traverses your VG and UCCX.
Have you checked in the UCCX RTMT tool to confirm your overall telephony subsystem state is in service?
It is possible there might be an issue with a trigger/CTI port. The UCCX application steps through ports so if 95 of them are ok and 1 has issues it will take time to get there but it eventually will.
The same theory applies if the call is traversing voice gateways. The VG consumes channels as call volume builds and it could take time, but eventually you will hit the misbehaving channel. I've seen this on T1/CAS configurations .. the call connects (dead air) however, the channel is waiting for more inputs and eventually times out and we hear the extremely rare, highly regarded "Your call cannot be completed ... " recording.
Good luck .. these take time to find ...
Thanks,
Keith
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Exporting selected contacts from Outlook 2011 for Mac
I've wanted to easily export a set of selected contacts from Outlook in Microsoft Office for Mac 2011. I've been through many threads about synching to Address Book and then exporting, but I've found a host of troubles, including duplicate copies of contacts being created.
So, I finally broke down and wrote an AppleScript script to export all of the currently selected contacts from Outlook to a file in either vcf (vcard) or csv (comma separated value) format. The best use of this script is to:
-- Install this as a script in Microsoft Outlook by saving the script below to Documents>Microsoft User Data>Outlook Script Menu Items
-- Change to your Contacts in Outlook. Use the Outlook search bar to find the contacts you want to export. You might search by name, category, company, or anything else that identifies the contacts you want to export. Or, you might just leave the view showing all contacts.
-- Select the contacts you want to export
-- Launch the script
The script will have you select between vcard and csv and select a destination file. This hasn't been optimized for speed, so if you're exporting 100's or 1,000's of contacts, be patient. And there isn't a progress bar at present, so you have to wait. It will display an alert when it's complete.
Sorry not to have a download location for you. You'll just have to copy the script text :-). Keep in mind there's been some but limited testing. Read the comments for details. And enjoy.
-- jsc
-- Export Outlook Contacts
-- (c) 2012 J. Scott Carr. The script is made available for free use, with no
-- warranty, under the Creative Commons license agreement.
-- This script has only been tested on Mac OS X 10.6.8 with Micrsoft Outlook for
-- Mac 2011 version 14.1.4.
property byCategory : "By category"
property byPattern : "Names matching pattern"
property vcardFormat : "VCard"
property csvFormat : "CSV"
-- main
set contactsToExport to {}
-- Get the contact selection
set contactsToExport to get_contacts_to_export()
if (count of contactsToExport) is 0 then
display alert "Please select contacts to export and rerun script" as warning
return
end if
-- Shall we export to vcard or CSV?
set theFormat to vcard_or_csv()
if theFormat is "" then
display alert "Error: Must select VCard or CSV format" as warning
return
end if
-- Get and open the output file
set oFile to open_output_file(theFormat)
if (oFile is equal to -128) then
display alert "Canceled"
return
else if (oFile < 0) then
display alert "File open failed (" & oFile & ")" as warning
return
end if
-- Export the contacts
display dialog "About to export " & (count of contactsToExport) & " contacts in " & theFormat & " format. Proceed?"
if button returned of result is not "OK" then
try
close access oFile
end try
return
end if
if theFormat is vcardFormat then
export_to_vcard(contactsToExport, oFile)
else if theFormat is csvFormat then
export_to_csv(contactsToExport, oFile)
else
display alert "Invalid format" as warning
end if
close access oFile
display alert "Complete"
return
-- get_contacts_to_export()
-- We're going to export the Contacts currently selected in Outlook.
-- Check that the current selection is Contacts and not some other Outlook
-- object. Snag the selected Contacts and return them as a list.
-- A side note. When I started this, I built options to enter a matching
-- name string or select a category. And then it hit me that those features
-- are much more robust in Outlook, and it would be easy to just use the
-- current selection.
-- There is some strange behavior that Outlook needs to have recently been
-- the front, active window.
on get_contacts_to_export()
set selectedContacts to {}
tell application "Microsoft Outlook"
set theSelection to selection
if class of theSelection is list then
if class of the first item of theSelection is contact then
copy theSelection to selectedContacts
end if
else
if class of theSelection is contact then
copy theSelection to selectedContacts
end if
end if
return selectedContacts
end tell
end get_contacts_to_export
-- vcard_or_csv()
-- Get the format to use when exporting contacts
on vcard_or_csv()
choose from list {vcardFormat, csvFormat} with prompt "Select export file format:"
if result is false then
return ""
else
return first item of result
end if
end vcard_or_csv
-- open_output_file()
-- Open the destination file for the export, returning the file descriptor or the error number
-- if the operation fails
on open_output_file(exportType)
-- Get the filename, letting "choose file name" deal with existing files.
set theDate to current date
set theTime to time of theDate
if exportType is csvFormat then
set fileName to "contacts.csv"
else
set fileName to "contacts.vcf"
end if
try
set outputFile to choose file name with prompt "Select export destination file" default name fileName
on error errText number errNum
return errNum
end try
-- Open the file
try
-- Open the file as writable and overwrite contents
set oFile to open for access outputFile with write permission
set eof oFile to 0
on error errText number errNum
display alert "Error opening file: " & errNum & return & errText as warning
try
close access oFile
end try
return errNum
end try
return oFile
end open_output_file
-- export_to_vcard()
-- Export each of theContacts to the open file outFile as a set of vcards. Note that the
-- vcard data is from the "vcard data" property of the theContacts. This routine
-- doesn't attempt to reformat an Outlook vcard, nor limit the fields included
-- in the vcard.
on export_to_vcard(theContacts, outFile)
set vcards to {}
tell application "Microsoft Outlook"
repeat with aContact in theContacts
copy vcard data of aContact to the end of vcards
end repeat
end tell
repeat with aCard in vcards
write (aCard & linefeed) to outFile
end repeat
end export_to_vcard
-- export_to_csv()
-- Export each of theContacts to the open file outFile in csv format
on export_to_csv(theContacts, outFile)
set csvFields to {}
-- Get the fields of the contact to export
set csvFields to init_csv()
-- Write the header row
set nFields to count csvFields
write first item of csvFields to outFile
repeat with i from 2 to nFields
write "," & item i of csvFields to outFile
end repeat
write linefeed to outFile
-- Export the fields of the contacts in CSV format, one per line
repeat with aContact in theContacts
write build_csv_line(csvFields, aContact) & linefeed to outFile
end repeat
end export_to_csv
-- init_csv(): defines the fields to export when csv format is selected
-- Each of the fields in the list must match a name used in the routine build_csv_line().
-- The idea is to later create a a pick list so the user can select which contact properties
-- to export.
on init_csv()
set csvFields to {"first name", "last name", "middle name", "title", "nickname", "suffix", "phone", "home phone number", "other home phone number", "home fax number", "business phone number", "other business phone number", "busines fax number", "pager number", "mobile number", "home email", "work email", "other email", "company", "job title", "department", "assistant phone number", "home street address", "home city", "home state", "home country", "home zip", "business street address", "business city", "business state", "business country", "business zip", "home web page", "business web page", "note"}
end init_csv
-- build_csv_line(): format one line for the csv file
-- Parameter csvFields determins which fields to include in the export.
-- Unfortunately I've not figured out how to use perl-style generation of
-- indirect references. If I could, this would have been much more elegant
-- by simply using the field name to refer to a Contact properly.
-- Note that email address are a special case as they're a list of objects in
-- Outlook. So these are handled specially in the export function and can only
-- be selected by the column names "home email", "work email", and "other email".
-- Outlook allows a contact to have more than one of each type of email address
-- but not all contact managers are the same. This script takes the first of
-- each type. So if a contact has more than one "home" email address, you will
-- only be able to export the first to a csv file. Suggest you clean up your
-- addresses in Outlook to adapt. The alternative is to support multiple
-- columns in the csv like "other email 1" and "other email 2", but that's not
-- supported in this version.
-- Another note. In this version, any embedded "return" or "linefeed" characters
-- found in a property of a contact are converted to a space. That means that
-- notes, in particular, will be reformated. That said, this gets arond a problem
-- with embedded carriage returns in address fields that throw off importing
-- the csv file.
-- Also note that at this time IM addresses aren't supported, but it's an easy add
-- following the same logic as email addresses.
on build_csv_line(csvFields, theContact)
set aField to ""
set csvLine to ""
set homeEmail to ""
set workEmail to ""
set otherEmail to ""
tell application "Microsoft Outlook"
set props to get properties of theContact
-- Extract email addresses from address list of contact
set emailAddresses to email addresses of props
repeat with anAddress in emailAddresses
if type of anAddress is home then
set homeEmail to address of anAddress
else if type of anAddress is work then
set workEmail to address of anAddress
else if type of anAddress is other then
set otherEmail to address of anAddress
end if
end repeat
-- Export each desired fields of the contact
repeat with aFieldItem in csvFields
set aField to aFieldItem as text
set aValue to ""
if aField is "first name" then
set aValue to get first name of props
else if aField is "last name" then
set aValue to last name of props
else if aField is "middle name" then
set aValue to middle name of props
else if aField is "display name" then
set aValue to display name of props
else if aField is "title" then
set aValue to title of props
else if aField is "nickname" then
set aValue to nickname of props
else if aField is "suffix" then
set aValue to suffix of props
else if aField is "phone" then
set aValue to phone of props
else if aField is "home phone number" then
set aValue to home phone number of props
else if aField is "other home phone number" then
set aValue to other home phone number of props
else if aField is "home fax number" then
set aValue to home fax number of props
else if aField is "business phone number" then
set aValue to business phone number of props
else if aField is "other bsiness phone number" then
set aValue to other business phone number of props
else if aField is "bsuiness fax number" then
set aValue to business fax number of props
else if aField is "pager number" then
set aValue to pager number of props
else if aField is "mobile number" then
set aValue to mobile number of props
else if aField is "home email" then
set aValue to homeEmail
else if aField is "work email" then
set aValue to workEmail
else if aField is "other email" then
set aValue to otherEmail
else if aField is "office" then
set aValue to office of props
else if aField is "company" then
set aValue to company of props
else if aField is "job title" then
set aValue to job title of props
else if aField is "department" then
set aValue to department of props
else if aField is "assistant phone number" then
set aValue to assistant phone number of props
else if aField is "age" then
set aValue to age of props
else if aField is "anniversary" then
set aValue to anniversary of props
else if aField is "astrololgy sign" then
set aValue to astrology sign of props
else if aField is "birthday" then
set aValue to birthday of props
else if aField is "blood type" then
set aValue to blood type of props
else if aField is "desription" then
set aValue to description of props
else if aField is "home street address" then
set aValue to home street address of props
else if aField is "home city" then
set aValue to home city of props
else if aField is "home state" then
set aValue to home state of props
else if aField is "home country" then
set aValue to home country of props
else if aField is "home zip" then
set aValue to home zip of props
else if aField is "home web page" then
set aValue to home web page of props
else if aField is "business web page" then
set aValue to business web page of props
else if aField is "spouse" then
set aValue to spouse of props
else if aField is "interests" then
set aValue to interests of props
else if aField is "custom field one" then
set aValue to custom field one of props
else if aField is "custom field two" then
set aValue to custom field two of props
else if aField is "custom field three" then
set aValue to custom field three of props
else if aField is "custom field four" then
set aValue to custom field four of props
else if aField is "custom field five" then
set aValue to custom field five of props
else if aField is "custom field six" then
set aValue to custom field six of props
else if aField is "custom field seven" then
set aValue to custom field seven of props
else if aField is "custom field eight" then
set aValue to custom field eight of props
else if aField is "custom phone 1" then
set aValue to custom phone 1 of props
else if aField is "custom phone 2" then
set aValue to custom phone 2 of props
else if aField is "custom phone 3" then
set aValue to custom phone 3 of props
else if aField is "custom phone 4" then
set aValue to custom phone 4 of props
else if aField is "custom date field one" then
set aValue to custom date field one of props
else if aField is "custom date field two" then
set aValue to custom date field two of props
else if aField is "note" then
set aValue to plain text note of props
end if
if aValue is not false then
if length of csvLine > 0 then
set csvLine to csvLine & ","
end if
if (aValue as text) is not "missing value" then
set csvLine to csvLine & "\"" & aValue & "\""
end if
end if
end repeat
end tell
-- Change all embeded "new lines" to spaces. Does mess with the formatting
-- of notes on contacts, but it makes it cleans the file for more reliable
-- importing. This could be changed to an option later.
set csvLine to replace_text(csvLine, return, " ")
set csvLine to replace_text(csvLine, linefeed, " ")
return csvLine
end build_csv_line
-- replace_text()
-- Replace all occurances of searchString with replaceString in sourceStr
on replace_text(sourceStr, searchString, replaceString)
set searchStr to (searchString as text)
set replaceStr to (replaceString as text)
set sourceStr to (sourceStr as text)
set saveDelims to AppleScript's text item delimiters
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set theList to (every text item of sourceStr)
set AppleScript's text item delimiters to (replaceString)
set theString to theList as string
set AppleScript's text item delimiters to saveDelims
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end replace_textThank You, but this is a gong show. Why is something that is so important to us all so very, very difficult to do?
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Hello BobS3!
We absolutely want to make sure your contacts are backing up as well! I'm sorry you're running in to this concern. Let's figure this out together. Just to clarify, you mentioned you reset Backup Assistant Plus. Was this by following these steps: http://vz.to/14Iv5eS and clearing the data for the Sync Service and Backup Assistant apps?
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Thanks!
MelissaM_VZW
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