Mark call as callback in Cisco UCCX outbound

Hi,
I am using Cisco UCCX 10.0. I configured outbound system in uccx and calls are offering to agents.
Anybody please help how a call can be marked as callback in uccx.
Also whether i can update the result of the call; for example: I am running a campaign for credit card. Whether i can update any where that what each customer responded.
Please help

Anybody please help how a call can be marked as callback in uccx.
The agent has a Callback button in CAD while the call is connected to setup the callback. The callback window defined on the campaign will decide how much slack on either side of the desired callback time system will offer that preview call to an agent. Also, the missed call behavior defines what happens if the subsystem cannot find an agent within the window.
Also whether i can update the result of the call
The call result is set to Voice (i.e. customer responded) by default unless an agent Reclassifies the call. Again, this is a button in CAD. The Admin Guide defines what will happen for all of the other result states.
Please remember to rate helpful responses and identify helpful or correct answers.

Similar Messages

UCCX Outbound Option - What needs to be configured besides UCCX Outbound config

I'm trying to setup Outbound Option for UCCX 10.0. Unfortunately my knowledge in VoiceGateways isn't really deep. What I'm wondering is:
1) On progressive mode: Do I need to add some components (e.g. VGW) to CUCM first or is UCCX talking directly to the VGW?
2) On direct preview mode: Even if I havn't configured CUCM (if needed) and VGW properly, an outbound call should be suggested to the agent anyway before dialing, is this correct (if UCCX Outbound Option is configured well of course)?
Thanks for every response
Elias

btw: we're using finesse, not CAD

Mark Calls as Handled in UCCE...help needed

Hello everyone,
I need a little help:
Here is the situation: UCCE + IVR ...
Within queue IVR script I have if EWT is longer than 3 minutes, I present a caller with Call Back option (press 5) and than ICM sends call to another IVR script that asks for telephone number, if caller wants to leave a message...
Calls that go to Call Back IVR script are presented with Call Type as abandoned, and I need (if its possible) to mark them as handled.
Tried with Set Contact Info - Handled, in queue script where caller presses option 5 ...Get Digit String --> If CED = 5 -->Set Contact Info - Handled...)
I also checked option in Subsystems --> ICM --> General --> Additional VRU Call Information Session Handled - user.session.handled
because from guide I learned the following:
"Session Handled: Boolean flag that the Unified ICME software or a Set Contact Info step with a Handled flag step sets to indicate whether the session is handled."
Does someone has some experience with this situation. Any help or hint is much appreciated.
Thank you all
Vlad

Unfortunately, UCCE always assumes that every inbound call wants to get answered by an agent - it doesn't care what you set in the IP IVR script, the UCCE sees the caller hang up (or get hung up on) without getting to an agent and tag the call as abandoned in the call type.
Although Cisco solved this problem with Courtesy Call Back in CVP 8.0, they have yet to address the same functionality using IP IVR. I would not hold my breath either, all of their UCCE development work is focused on CVP as the queue/treatment platform, not IP IVR.
Luis had a good suggestion, when you know the caller is opting out for a call back, you need to dequeue the call and change the call type. You will still get an abandon, but that's expected in the "CallBack_CallType" - you'll see the "Inbound_CallType" will get an "overflow out" - not an abandon. You'll see the queue time and call data collected initially in the Inbound Call Type.
For real self-service application tracking in UCCE, you should make use of the VRU Progress Variable and related reporting templates in the system. This is a call variable that you can set in your UCCE routing script that identifies the call as a self-service call and allows you to flag it as "handled" or "unhandled" or "assisted" if transferred out to an agent. Yes, that's all manually done via SET nodes in the script, but it helps identify the self service call flows better than the standard Call Type and Skill group reporting in UCCE.
Read more about the VRU Progress Variable in the UCCE Reporting Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ippcenterprise9_0_1/user/guide/UCCE_BK_RAEEC3EE_00_reporting-guide-for-cisco-unified.pdf
Starting on Page 138, VRU Application Reporting
Good luck,
-Chris

UCCX Outbound Question

Hi All,
I am trying to implement and test outbound option in UCCX. Have few queries regarding that.
we make only CUCM initiated calls to UCCX and dont have a PSTN connection.
1. How to configure UCCX outbound in this case.
2. How to use Phone in same CUCM as customer and Agent.
if possible kindly guide me how to implement it.
With Regards,
Raja Raman

Only if you modify the report to add an additional filter via the stored procedure or Crystal. The general concept of custom reports is somewhat explained in the Historical Reporting Administrator and Developer Guide. It doesn't hold your and through it though; I suggest finding yourself a DBA or Crystal Reporting resource before attempting this.

Import Contacts in UCCX Outbound

Hi,
Whether any mechanism to schedule to read the contacts to be imported for UCCX Outbound instead of importing the contacts list each time manually.
Please help

The provisioning API introduced with 9.0 is how you'll do it. I don't recall whether contact managment is in the 9.0 revision of the API or is being added in 10 though.
https://developer.cisco.com/site/tech/communication-collaboration/contact-center/uccxapi/overview/
Please remember to rate helpful responses and identify helpful or correct answers.

Marking calls as handled

Hi, I'm having trouble marking calls as handled for the CSQ. I'm basically trying to build a script that uses onexception step which catches when contact goes inactive (hangs up), I then check the duration of the call, and if the call is shorter than 30 seconds, I want to mark the call as handled.
When looking at the real time reporting on the Contacts Summary page, I do actually see my short calls incrementing handled counter, instead of abandoned. But when I look in the CSQ Stats, the actual CSQ where the caller was queued my short calls are always marked as abandoned, never handled. I'm using "Set Contact Info" step and mark it handled. I even tried using "dequeue step" and that doesn't help. I'm using UCCX 7.0.
- On Exception (ContactInactiveException) Goto Determine if Abandoned
- Accept
- callstart = Get Contact Info (Creation Time)
- Select Resource
- Determine if Abandoned:
- CallDuration = special formula
- If (CallDuration < 30) Then
- True
- Set Contact Info (handled)
- Dequeue (from queuename)
Has anyone got this working?

Do you have UCCX?
CCX Editor, under Contact drag "Set Contact Info" to your Script. Open it Under Handled Click the Set button.
Of Course this only works if they have comleted a task, not just hung up.
Please rate if this helps you.

Unify for Cisco UCCX

Has anyone worked with Unify for Cisco UCCX? if yes, please provide pro and con on the product. I am checking on outbound campaign dialer options and see what would best fit client's requirements. I have tested outbound on UCCX, but it does not have all the requirements on client's wish list.
Thanks.
Dat Pham

Hi Marco-
Take a look at the UCCX 9.0.2 Administration Guide under the ASR and TTS in Unified CCX section:
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/configuration/UCCX_Admin_guide_902.pdf
UCCX Configuration Guides:
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html
DJ

Integrate Cisco UCCX with remote CUCM

Hi
We are looking into design of a Cisco Contact Center Express 8.0 solution with CUCM 8.0. In this deployment model, we want to integrate Single Server UCCX at Site A with CUCM Cluster at Site B, that is, there is no Local CUCM.
I have been reading through the Latest UCCX SRND, and as per one of the Cisco Unified CCX General Rules for Design states, The Cisco Unified CM servers running CTI Managers with which Cisco Unified CCX communicates can be located in the same campus LAN or different site as Cisco Unified CCX servers.
This statement is highly confusing. Does this statement mean that, CUCM running CTI Manager Service can be in same LAN network as UCCX OR it can be at a Different Site, and UCCX and CUCM can communicate over WAN?
Please suggest.

I got through some of the Cisco UCCX 8.0 release notes, the required design is indeed supported model.
The release notes state that Unified CCX Remote from Call Agent, which supports Cisco CUCM as remote call agent and JTAPI Over WAN Support.

Cisco UCCX 9.x Web Chat integration with Siebel

Hi,
I have a requirement to configure and integrate Cisco UCCX 9.x Web chat with Siebel. Do anyone have any good documentation/guides on configuring Web chat on UCCX aswell as integrating it with Siebel?
Thanks
KMS

Hi,
We have uccx 9.0 with socialminer integrated for webchat.
After the chat is complete,can we send the chat history to the customers email id.
Is this possible?If so can any one advice me how to configure the same.
Thanks,
Rahul

Cisco UCCX 8 - Integration with SAP BCM

Hi
Can Cisco UCCX 8 be integrated with SAP BCM for the crm requirements?
Thanks,

I have heard that these guys offer an integration but have not worked with them myself: http://www.tcandc.com/cisconn

UCCX Outbound CCDR Report

On the Agent Outbound CCDR Report there are 18 Call Results.
There are a few that the system can not detect:
5—Customer does not want to be called again.
6—Call connected, but wrong number.
7—Call connected, but reached the wrong person.
8—Customer requests callback. This is not applicable for IVR-based outbound campaigns.
I understand #8, there is a callback button for the agent to schedule the callback.
How does the system know when 5,6, or 7 occurs?

Hi
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/user/guide/cadx105-agent-desktop-user-guide.pdf
page 45 onwards suggests the agent can select:
'Reclassify' allows selecting 'do not call' (presumably 5)
'Skip-next' then 'wrong number' (i.e. reason 6)
'Skip-next' then 'not home' is presumably 'wrong person' (i.e. wrong person, right number - reason 7)
I've not used preview OB for a while, so may be wrong... but I'd test those outcomes.
Aaron

Cisco UCCX 9.0.2.10000-71 - Demo License Issues

Hello Cisco Support,
I have installed Cisco Unified Contact Express 9.0.2.10000-71 on a Cisco UCS C220 M3 Server and have used the demo license that comes with the ISO Image on the server. After install, I have used the Premium Demo License. I have integrated UCCX 9.0 with CUCM 8.6(2) SU2.
I can say that everything worked fine until I wanted to test the Cisco Agent Desktop (CAD), Cisco Supervisor Desktop (CSD) and Cisco Agent IP Phone Service.
I am pretty much sure that the configuration on either the CUCM, UCCX is set up correctly but I might miss something.
When I tried to fire up the CAD or CSD, I am getting the following error message: "A licensing error has occurred. Please try again in five minutes. If the problem persists, please see your log files or System Administrator for details". then followed by License Server is down.
I have also setup Agent IP Phone Service on the CUCM and each time I select the Service on the IP Phone, an error stating that could not connect to the IP Phone Agent Service.
Below is the information for my setup:
admin:show uccx version
Active UCCX Version: 9.0.2.10000-71
Inactive UCCX Version: NA
admin:show uccx license
Configured Licenses:
Package: Cisco Unified CCX Premium
IVR Port(s): 50
Cisco Unified CCX Premium Seat(s): 25
High Availability : Enabled
Cisco Unified CCX Preview Outbound Dialer: Enabled
Cisco Unified CCX Quality Manager Seat(s): 25
Cisco Unified CCX Advanced Quality Manager Seat(s): 25
Cisco Unified CCX Workforce Manager Seat(s): 25
Cisco Unified CCX Compliance Recording Seat(s): 50
Cisco Unified CCX Maximum Agents: 400
Cisco Unified CCX Licensed Outbound IVR Port(s): 25
For dynamic content like the Inbound ports in use and Outbound ports available and in use please check using the Cisco Unified CCX Administration.
Command successful.
Could you please help me out figure out what could be the cause of me failing to log onto the CAD/CSD and also IP Phone Agent Service?
Warm regards,
JK.

Hello Aman,
Thanks for the link.
How do I go about turning off the the SYN Flood Detection Mode state in Option 2 on the UCCX Server.
Option 2: Turn off SYN Flood detection mode. Risk: Leaves the server open to SYN Flood.
I have checked and my Windows XP SP3 computer where Cisco Agent Desktop is installed has Windows Firewall set to off at the moment.
Warm regards,
JK.

Cisco UCCX VOIP Monitoring Issue

Hi there,
We got a customer with Cisco CUCM 8.5 and UCCX 8.5. We have configured SPAN Port VOIP Monitoring for Agent/Supervisor. When Agent is talking, the Supervisor can click on button to hear the conversation. It takes 5 or 6 seconds till we hear the agent conversation.
I hope someone got any idea why it's taking 5 or 6 seconds till we hear the actual voice.
Thanks.
Regards,
Ysana

You don't say if this is UCCX or Enterprise
Make sure your jtapi user has "Standard CTI Allow Call Monitoring" set under permissions.
If this is UCCX then it should have set that permission when it created the jtapi user, Enterprise you will need to set it
Graham

UCCX Outbound configuring

Good day!
I try configure outbound campain on UCCX
8.5.1.11003-32
UCCX call customer but does not pass RTP. We use SIP trunk beetwen VG and CUCM.
When we call to RP from internal phone we can hear IVR. Outbound Campign use same application.
What could be the cause?
Other call through this VG and SIP trunk work fine.
I have attached debug ccsip from VG and shr run.

I had the same issue.
It seems that it's related to the CPA support of your SIP Gateway.

UCCX Outbound IVR Port License Requirements

Hi, trying to figure out how many Outbound IVR port licenses are needed.
UCCX dials out, call is answered with a live voice, UCCX transfers to Application Trigger. No agent available, call is queued. At this point 1 Outbound IVR license is used.
Agent becomes available and call is transferred to Agent. At this point is the licensed port returned or is the license consumed until the agent hangs up?
Thanks.

Hi Chris
I dont think the outbound license will be held till agent answers the call.
Here's when outbound licenses will be released:
1. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to agents extension via gateway-sip trunk - CUCM. At this point, outbound port is free and agent takes the call
2. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to IVR trigger. Outbound port is released. Here, the outbound contact is now connected to one of the inbound CTI ports which are associated to the IVR trigger
In summary, as soon as outbound port does a successful SIP Refer transfer, the outbound port is free to be used for next contact.
Regards
Shikhar

Mark call as callback in Cisco UCCX outbound

Similar Messages

Maybe you are looking for