Outboun ucce 7.5

can anyone tell me me if that field or account number is possible to shown in Layout of ctios toolkit agent for campaign outbound?
exist any reports of outbound with AHT statistics?
what reports exist for to says a supervisors of reason for customer do not buy any product of campaing outbound?
how can I to know of time that take to do all call of list of distribution or all contact call?
what are of reports in real time for webeview?

Similar Messages

Original Caller Id not appearing in case of call transfer [UCCE 7.0]

Dear All,
Currently we have UCCE 7.0 Environment and we are facing an issue that when a call is transferred by an Agent A to another Agent B via different Call Flow, the Original Caller Id of the customer is not getting displayed on Agent B Phone, rather it shows the Caller Id of the Agent A who has transferred the call. Following are the details of scenario.
1. We have two different call flows of ICM scripts, lets Call it Call Flow A and Call Flow B.
2. A Call arrives to Call Flow A, goes into the SkillGroup Queue and Call is answered by Agent A and he can see the correct Callerd Id. When Agent A determines that the call is not related to his skills, so he transfers the Call to Call Flow B.
3. The transferred Call in Call Flow B goes into the Skill Group Queue and is answered by Agent B but the Agent B can't see the original Caller Id of the customer, rather he is presented with the Caller Id of Agent A who transferred the Call.
Our contact center staff complains that the issue was not there before, so we tried to verify this through past Screen Recordings found that their claim is correct.
We tried to trouble shoot this by collecting wireshark logs, but as our call volume is too high so we couldn't figure out which party has changed the Caller Id. We tried to make a guess that may be at CVP end the Caller Id has been changed, so when we tried to filter the IP addresses of CVP Servers in wireshark logs as source and destinations, so we found no results.
I just want to know what would be the best way to troubleshoot this issue. And does anyone know what may cause this issue to trigger suddenly. We still have plans to capture the wireshark logs again during off peak hours, but still i thought i may get a good advise on this forum.
Regards,
Yasir

Hi Yasir - Route Pattern 2xxxx which is routed to CVP is specially created for transfer scenario ? or accidentally some one created this.
whatever the reason is Route pattern taking priority and transferring calls to CVP which is considering transfer leg as NEW CALL instead of PRE-ROUTE call so obviously phone Extn which is transferring the calls will appear as ANI which we can verify the same from below logs since ICM losing the call control it cannot update initial call info here the same can be verified in PIM logs.
Since you already enabled N/W transferred in PIM and Script, Just delete the Route Pattern 2xxx which is pointing to CVP and make test calls and tranfer the same call to 20083 via CTI and let me know the result
You can also verify the TCD table in HDS DB for the call where Router call key will be same for initial and Transfer leg
deleting Route Pattern will resolve the issue, make some test call and observe the ANI for tranfer leg
If not collect the logs will verify the same, also pls update me TCD table for those failure calls
// Fresh call from PSTN (36600985)
Line 3174: 5774543: 10.149.26.36: Jan 01 2015 23:04:28.910 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045172]} Matched 10047 to 10.149.26.35
Line 3175: 5774544: 10.149.26.36: Jan 01 2015 23:04:28.910 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045172]} Using Local Static Route for sip:[email protected]
// Transfer call from 10047 using Route Pattern
Line 3559: 5774771: 10.149.26.36: Jan 01 2015 23:06:08.066 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=DATAI.7} NEW CALL with guid=754ADE47912811E48D7897BD6DF783AA legid=754B7A6F-912811E4-8D7E97BD-6DF783AA dn=20083 ani=10047 uui=null calldate=Thu Jan 01 23:06:08 AST 2015 video=false
// Request from VG to CVP
5774793: 10.149.26.36: Jan 01 2015 23:06:29.878 +0300: %CVP_7_0_SIP-7-PARAM: {Thrd=DATAI.7} CALLGUID = 824B1BC0912811E4BDE75475D04FE580 LEGID = 824BB7E8-912811E4-8D8997BD-6DF783AA - [INBOUND]: ReqURI (DN) sip:[email protected]:5060 FromURI sip:[email protected] Video:false
// Final Agent Transfer
10.149.26.36: Jan 01 2015 23:06:32.550 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045217]} Matched 10074 to 10.149.26.35
Using Local Static Route for sip:[email protected]
[OUTBOUND]: INVITE TO <sip:[email protected];transport=udp> FROM 10047 <sip:[email protected]:5060>

UCCE 8.5.3/8.5.4 call volume statistics not matching in interval tables

hello,
We have just migrated a call center to UCCE 8.5.3 that runs roggers and ICM call flow scripts that contain very basic flows. In each flow there is basically a one-to-one ratio of call type elements to select skill group elements.
Generally you would expect the call volume (as our scripts are written) to have almost the same call volume in the call type interval table and the skill group interval table, with allowable differences because of RONAs, etc. But basically somewhat close.
In general this does work but after a reboot of the roggers (A and B sides) (logger down first, then router and reversed to start), the skill group interval data lags greatly from the call type interval data, meaning maybe 10% of the call type interval volume. We have learned that completely shutting down both A and B side and then briinging it back up in order from scratch seems to alleviate the problem (until the next restart). We cannot just leave the servers alone though due to company security patching policies.
Cisco TAC had recommended patching to UCCE 8.5.4 which we have recently done, but the probelm persists.
I was wondering if this data discrepancy has ever been seen by anyone else or if possibly some system config issue might be self-deating us? Rebooting the roggers leaves the phone system itself working just fine for the call centers, but the recording of statistics to the skill group interval table is greatly impacted with almost no recording of volume in relation to the call type interval (and for comparison, the call type skill group interval table as well).
We would generally not worry about it, but the workforce management vendor that takes its feed from UCCE only uses the skill group interval, which is basically reporting almost no volume in the mentioned scenarios.
If anyone can provide any information it would be most appreciated/
Thanks.
Greg

Thank you for the response. The time source check is a great idea. We ran into problems before when internal web service servers did not match the PGs (CTIOS service) and CTI provideed stats did not match.
We will continue to work through TAC, but I was just wondering if anyone else had seen this (as 8.5.4 sid not fix it) and if maybe it could have been something self-defeating in our system configuration or scripting. We did not immediately know this was happening until our 3rd party workforce management vendor made us aware.
Thanks,
Greg

Upgrade UCCE 7.5, CUCM 7.1, CVP 7.0.2 to latest version

Hi,
We have UCCE 7.5, CUCM 7.1 and CVP 7.02 version and we want to upgrade to the 8.X or latest version but we have no ESW and UCCS contact.
How we can upgrade our all application to the latest version. what License or conatct need to purchase from Cisco.
Please help me in this regards.
Thanks & Regards,
Muzammel

We have UCCE 7.5, CUCM 7.1 and CVP 7.02 version and we want to upgrade to the 8.X or latest version but we have no ESW and UCCS contact.
How did this pass through A2Q? They would have checked the BOM to ensure UCSS was purchased for the software at the time of deployment.
If you only bought 1 year UCSS and let it expire, Cisco require that UCSS be purchased for the missing years. Then the customer is entitled to the upgrades.
Regards,
Geoff

UCCE 7.5: How to make automatic filling of wrap up codes in CAD

Hello, All!
In some situations we need to automatically filling of wrap up codes.
For example - agent is in the Outbound mode, customer not home, agent push "Customer not home" button, and after call must fill wrap up code "Customer not home". We want in this case to automatically filling wrap up code.
Is It possible?
May by - with creation custom button that will set outbound call result and fill wrap up at the same time..
Thank you!

Hello,
Wrapu-up is a reporting method, not telephony or UCCE method , what you can do in the outbound case is to do the call back but i had never saw a wrap-up to be used as a filling .
i think your best option is (if you really need this) is to go to a third party CRM agent software that is capable of doing such thing.
Amer

Set Password Policy For System Administrator Account in UCCE Servers

Hi All,
We want to setup a password policy ( expires in 30 days) for the local administrator account in all our UCCE servers.
We found that the all the UCCE services are running in local system account except logger and distributor( these services are running in domain user account).
Is it a supported configuration ? Are there any impacts with this setting ?
Thanks a lot in advance!
Thanks and Regards,
Thammaya

Hi,
what is the UCCE (~ ICM) version? Is there OS hardening applied?
By the way, yes, if you mean the local "administrator" account, you can do whatever you want to do with it, provided you don't lock yourself out - this should not happen, naturally, having all ICM servers in the domain and you can always use the domain admin (or a user belonging to the domain admins group).
By the way, I don't really see the meaning of having a local administrator account being enabled. :-)
G.

Need to print SCC-14 and UCC-128 barcodes through SAP Smartforms

Hi all,
I have Two labels to be printed using smart forms.
But in one label the barcode should be of SCC-14 type
and in other the barcode should be of UCC-128 type.
<b>How to print SCC-14 and UCC-128 barcodes through SAP Smartforms?</b>
As standard barcodes do not meet my requirement i have created custom barcodes in transaction se73 of required height and width .
This is as:Se73>System Barcodes>change>Create>New-->:
I have given bar code and short text.
Narrow Module Width &Linear Height&Code128 Mode given default values.
But in this process where can i set the barcode should be of SCC-14.
> I have known that if we give Code128 Mode =
> 'U'-->It is like UCC-128.Is it correct ?
>
> But how can i know for SCC-14 barcode.
>And How many inches is euqal to 1 unit of Narrow Module Width &
How many inches is euqal 1 unit of Linear Height?
Please help me in this regard.It is urgent.
All solutions from you will be fully rewarded.
Thank you in advance.

Hi Rama,
We are working to print Bar codes using Smart forms.
Barcode is printing in label (4*6 Inchs) using printer (Zebra Z4 M PLUS (300 DPI)) (TLP-3842) which supports ZPL Language and Device type is ZLZEB3 (300 DPI).
We are printing bar codes successfully.
But After testing bar code using bar code tester (BC TESTER 4.4) software tool.
The results are failed.
We are expecting results: Like bellow.
Value formatted type is: EAN
Value is [C142007470
Total Description:   420. Ship To-Deliver to Postal Code a Single Postal Authority 07470
Current Situation:
Here we are Created Bar code (Ship to Post) in SE73 with
Bar code type is: Code 128
Width is: 08
Height: 300
Mode is: A    (Even I tried with N and U)
UCC check: Empty.
I added this to character format in my Smart forms.
Text in smart form is: ,,,,<C2>&W_POSTAL_CODE&</>    for P1 Paragraph.
Using this functionality we are able to print a Bar code in Label.
But while testing using BC Tester
Values are showing:
Value formatted type is: EAN
Value is 42007470
Total Description Values: Empty
The Type is EAN is when we select the Manually EAN Radio button (but this not capturing automatically this is problem we are facing).
Even I tried with some changes like bellow:
But Forcefully writing some code in Program lines Smartform:
               concatenate '420' fs_zediu017-pstlz into w_postal_code
After this forcefully adding this Value [C1 in Before W_postal_code Element text :
Text in smart form is:        ,,,,<C2>[C1&W_POSTAL_CODE&</>    for P1 Paragraph.
After this we are tested using BC tester
Every thing is displaying correct Vales which mention above when we manually select the Value formatted type radio button EAN but this Wrong.
Client need when testing bar code using BC TESTER 4.4 it should be display to take EAN radio button and showing all the Values.
Please let me know if you get any idea on this ?
Thanks,
Bathini.

UCCE 7.5 Silent Monitoring for only primary supervisor

Hi all,
We currently activate Silent Monitoring for our UCCE platform 7.5 using BIB and CCM based deployment.
I'd like to enable the feature for only the team primary supervisor. Meaning the same supervisor, if configured as secondary for a different team, can not monitor calls of members from that team.
Can someone please give me a hint?
Thank in advance,
Best Regards,

If it was CTIOS you could remove the button, recompile and deploy that Supervisor Desktop. But I guess you have CAD.
If it was the Cisco Agent Desktop you could create a workflow, remove a button (make it invisible), and assign this workflow to agents who did not require the function.
Not sure about CSD. I know you can remove buttons for everyone (we removed the one for Dynamic Reskilling) but I can't recall if you get the ability to do more.
Regards,
Goeff

UCCE 7.5.6 Supported Browsers for Webview and Agent reskilling

Hi, Can anyone out there please give me a link to the supported browsers (IE, FireFox etc) and their versions for UCCE 7.5(6) - We currently run with WIndows XP clients on IE7, however, would like to migrate to WIndows7 with IE8 / IE9
Thanks in anticipation,
gmb

Below browser versions are supported and mentioned in the BOM for ICM 7.5
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/user/guide/icm75bom.pdf
Check additional requirements for WebView Clients pg 44
Internet Explorer 6.0 (SP1 or greater)
Internet Explorer 7.0
Internet Explorer 8.0 for ICM 7.5(7) or later
Hope this helps.
Shirish

UCCE 7.5 Domain manager problem

          Hello I need help please!
I try to install UCCE 7.5 but when I try to create the Instance I get error of Domain Manager.
0/09/2012 19:03:05 Domain Manager opened
10/09/2012 19:03:07 User: userX(CN=userx Center,OU=dinfuser,OU=xxx,OU=xxxx,OU=GDA,DC=xxx,DC=xxxxx,DC=mx)
10/09/2012 19:03:07 Computer: ROGGER (CN=ROGGER,OU=xxx,OU=xxxx,OU=GDA,DC=xxx,DC=xxxxx,DC=mx)
10/10/2012 10:40:14 Error creating OU
                       Error: Cannot add OU
                       Location: OU=XXXs,OU=xxx,DC=xxx,DC=xxxx,DC=MX
                       Details: LDAP Provider : 00000005: SecErr: DSID-031521D0, problem 4003 (INSUFF_ACCESS_RIGHTS), data 0
                       Code: 0x80070005
10/10/2012 11:19:28 Domain Manager closed
10/10/2012 11:19:30 Setup successfully ran the ICM Domain Manager.
10/10/2012 11:25:52 No Active Directory facilities were found for the domain x.x.mx.
What are role or permit to userx within active directory?
Thanks.

Hello Muhammad, What is the minimum permissions or privileges to assign the domain user? This To install the ICM, my customers do not can to assign full privileges to this user, what is the basic privileges to this user to do continue this installation.
Thanks

UCCE 7.5 Set agents back to ready after Rona?

Hi All
Is there any way in UCCE that you can set agents back to ready if they are put to not ready after RONA? I know there is a global option for this in UCCX but not sure about UCCE? They are using CAD 7.5 and UCCE 7.5.
If not any other work around that you may know of?
Thanks,
Matt

The only way I know that you can do it, is to se tthe Agent Desk Setting RONA, 1 seconds HIGHER then the CVP RONA timer.
Therefore is CVP is 15 seconds, set the Agents Desk Settings to 16.
This will prevent the Agent Desk settings from moving the agent to Not Ready.
CVP allows the use of custom RONA timers with SIP, so if its just for a few agents you may need to add specific routes for their extensions with the appropriate CVP RONA timers.
Cheers,
Chad

UCCE 7.5 - Queuing Across Multiple PGs

Hi guys,
I'm working with a client running UCCE 7.5 with CVP with agents across multiple PGs and are now wanting to look at having call flows with calls queuing across multiple skill groups across multiple PGs. Can I just queue to an Enterprise Skill Group with the relevant Skill Groups at each site in the Enterprise Skill Group? I've never had to queue across multiple PGs before so just wanted to clarify how I need to approach it.
Cheers,
Nathan

You don't even need to use an Enterprise Skill Group if you don't want to. You can just add the individual skill groups in the Queue node.
Also, keep agent transfers in mind when splitting calls across clusters and make sure your dial plan supports whatever transfers will be necessary.

UCCE 7.5 - CAD 7.5.1 Agent can not login

Hi everybody,
We're using CAD 7.5.1 for UCCE 7.5.
Currently an agent complait that she can not log in to the CAD due to the error of delay time out. I did a test with her account and here is what I found
- CAD got stucked in the "connect to CTIOS server" step then timeout.
- Her IP Phone is the only one that has this problem. Tested with another IP Phone and they work. Her SEP is well associated with the PG user though.
- Randomly, CAD works. Upon reopening the CAD and trying to reconnect, it stucked again.
I include here the CAD log, hope that helps.
03/14/11 15:48:50.096 30096 agent Thd(32244) [agent.5000.4729]::OnQueryAgentStateConf()
03/14/11 15:48:50.096 30096 agent Thd(32244) ObjectId = agent.5000.4729 , Enablement Mask = 1000000
03/14/11 15:48:50.096 30096 agent Thd(32244) CCtiOsSession::OnEvent( eAgentInfoEvent ), EnablementMask = ffffffff
03/14/11 15:48:50.096 30096 agent Thd(32244) CCtiOsSession::OnEvent, (AgentID:4729 AgentLastName:OUFKIR
AgentFirstName:Sanaa UniqueObjectID:agent.5000.4729 MessageID:eAgentInfoEvent
SupervisorKey:(null) LoginName:sanaa.oufkir)
03/14/11 15:48:50.096 30096 agent Thd(32244) [agent.5000.4729] eAgentInfoEvent
03/14/11 15:48:59.002 30096 agent Thd(32244) CCtiOsSession::OnEvent, Event(eOnNewSkillGroupStatisticsEvent) is blocked.
03/14/11 15:49:09.690 30096 agent Thd(32244) CCtiOsSession::OnEvent, Event(eOnNewSkillGroupStatisticsEvent) is blocked.
03/14/11 15:49:20.097 30096 agent Thd(32244) CCtiOsSession::OnEvent, Event(eOnNewSkillGroupStatisticsEvent) is blocked.
03/14/11 15:49:30.487 30096 agent Thd(32244) CCtiOsSession::OnEvent, Event(eOnNewSkillGroupStatisticsEvent) is blocked.
03/14/11 15:49:39.847 CTIOSTrace - CConnectionMonitor::MonitorThread, Connection (agent.exe_30096_27384) Abandoned
03/14/11 15:49:39.847 CTIOSTrace - CConnectionMonitor::RemoveClient, Removing Connection (agent.exe_30096_27384)
03/14/11 15:49:39.847 CTIOSTrace - CConnectionMonitor::MonitorThread, Posting Quit Message
03/14/11 15:49:39.847 CTIOSTrace - WndProc(WM_DESTROY)
I suppose we have a IP Phone defect since it's the only one that had the problem.
Someone experience the same thing before? Any comment is welcome.
Thanks,

@Geoff:
Thank you for all the good sugesstions, however unfortunately none of them is possible to me
I would try this using the CTIOS client on your test machine, just to eliminate CAD a little. From the trace, it doesn't appear to matter, since you are looking at the pure CTIOS trace messages, and they are the issue - but I like CTIOS for this sort of debugging.
--> We are using CAD and do not have CTIOS client installed. Does the soft actually come with the UCCE installation package? Can you please tell me where I can find it?
@Geoff and Ed
Dissociate and re-associate the device with JTAPI and retest.
--> Good point, I did the same actually but the phone still didn't work.
Nevertheless, I really think we have a network problem (which was observed time to time before)
I will update this thread as soon as I can do some further tests.
Thanks,
Regards,

UCCE 7.5 to 8.5 Common Ground upgrade with uncommon hardware.

All,
So, I have a client that is running UCCE 7.5, and they are looking to do an in place upgrade to 8.5. Most of their hardware is pretty standard, except for the PGs. There is a mix of virtual and physical servers, with drive configurations that are nowhere near a standard. The physical servers have drive configurations that are 40 gig for the OS drive, and 97 gig for the application drive. The virtual servers are a 20 gig OS drive, 50 gig application drive,
Looking through the 8.5 BOM, the requirements seem to be either 4x72 or 4x146 for the drives. I'm sure that some voodoo can be used to bring the VMs into compliance, but what about the physical servers? Is there any issue running 8.5 with these drive configurations?
The client getting ready to go to 9.1 fairly quickly after the 8.5 upgrade, and is planning a tech refresh for that project, hence the desire to use the in place hardware until the new environment is up and going.

Ok, so 8.5 won't care about your drive configuration, but TAC might. However, since you already have 7.5 running like that I can't imagine you having any additional problems. Caveat emptor, the customer is not running a standard install and make sure they understand this and it's documented.
david

UCCE 7.5.7 CAD macro to populate ICM Call Variable

UCCE 7.5.7
CAD 7.5.8
I need to create a CAD Toolbar macro in Cisco Desktop Administrator that reads data from a text file (an 8 digit number) and writes this data to an ICM Call Variable.
The 8 digit number is not known until after the call is answered.
I have created a Toolbar Task that asks the CAD Agent to enter digits, which are then written to a text file on the local PC, but I haven't been able to create a macro successfully that will copy the data from the text file and write this to an ICM Call Variable.
Anyone done this before or know how to?
Thanks,
Neil

The layout logic works pretty much the way it is described in the CAD documentation. Double check the naming of your ECC variable id 252. What did you name your ecc variable in ICM? What did you name it in CAD? Remember in CAD the name should not include the "user" prefix. Make sure you are writing the correct layout name into variable 252, this needs to exactly match the name of your layout in CAD.
For database reads you may want to look into the dblookup functionality in ICM. It's somewhat limited with what you can do but easy to setup if it works for you. Otherwise you could use the database querying abilities of CVP or IP-IVR. If none of those are suitable then you can go with some custom integration triggered by a CAD client desktop workflow.

Outboun ucce 7.5

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