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

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    please share CVP and VXML application logs, but i think you must place agent greeting type variable in recording script. after CED just set greeting type.
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  • Agent Greeting / Agent Recording error

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    with Regards,
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    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
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    kindly guide me. how to proceed further.
    with Regards,
    Manivannan

  • Agent Greeting

    Hello
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    ECCVar:6=D
    ECCVar:12=N
    ECCVar:2=0
    ECCVar:7=en-us/microapp/ag_gr
    ECCVar:10=http://10.7.16.101
    ECCVar:0=041CFD63C13B11E4B2F187873ED96234.
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    19:30:27:931 PG2A-pim1 Trace: VRU->PG:EVENT_REPORT(22 bytes):DID=143 SendSeq#=3 EventCode=Disconnect(6) CauseCode=NormalComplete(1).
    19:30:27:932 PG2A-pim1 Trace: ToRouter_CallEventReport:CALL_EVENT_REPORT  RCID=5001 PID=5001 DID=143 DIDRelSeq#=2 LabelIndex=0 Event=6 DialogEnds=1 Cause=1.
    19:30:27:934 PG2A-pim1 Trace: ProcessDialogFail:DIALOG_FAIL  RCID=5001 PID=5001 FailureType=2 NumOfEvents=1 DID=143 DIDRelSeqNo=1 ReasonCode=18.
    UCM PIM
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         CallID            = 2130706515  DeviceID = 1021  DeviceType = Static
         RoutingCrossRefID = 65616
         CurrentRoute      = PlayAgentGreeting
         CallingDevice      = 1021
         RequestType       = 59
         AG                = 1
         CustomerID        = 1
         PreferredASTID    = 5013.
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    19:30:19:031 PG1A-pim1 Trace: TelephonyDriver::SendMediaStreamRequest - AgentCallID=16783427, AgentCallConnectionDeviceID=1021,AgentCallConnectionDeviceIDType=0, InvokeID=815003.
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    19:30:19:031 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared:
         CallID     = 2130706515 DeviceID =   DeviceType = Static     LocalState = NONE
         Cause      = EC_NONE.
    19:30:19:114 PG1A-pim1 Trace: RTPStarted: CID=16783427, ConnDevID=1021/0, Addr=10.7.3.28:25222, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=0000000000001843012E0A3200000000.
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    19:30:19:130 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=16783427 ConnDevID=1021/0 EventCode=0.
    19:30:19:131 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
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         EventCode = EC_AGENT_GREETING_STARTED GreetingType = 1 PeripheralErrorCode=0x0(0).
    19:30:19:177 PG1A-pim1 Trace: dtRequeryResultInd: RTRCallKey=151271.289 netTargID=0 ASTID=5013 Result=11 CallID=16783427.
    19:30:27:925 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=16783427 ConnDevID=1021/0 EventCode=-1932787441.
    19:30:27:927 PG1A-pim1 Failed to play agent greeting type: 1, for call ID: 16783427, to agent ID: 2105, with the extension: 1021, due to original call dropped.
    19:30:27:929 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
         CallID = 16783427  DeviceID = 1021  DeviceType = Static
         EventCode = EC_AGENT_GREETING_ERROR GreetingType = 1 PeripheralErrorCode=0x4f2f(20271).
    19:30:27:929 PG1A-pim1 Trace: RTPStopped: CID=16783427, ConnDevID=1021/0, Addr=10.7.3.28:25222, Direction=IN, UniqueID=0000000000001843012E0A3200000000.
    19:30:27:930 PG1A-pim1 Trace: RTPStopped: CID=16783427, ConnDevID=1021/0, Addr=10.7.16.253:32294, Direction=OUT, UniqueID=0000000000001843012E0A3200000000.
    19:30:27:930 PG1A-pim1 Trace: ConnectionCleared: CID=16783427 ConnDevID=1021/0 ReleasingDev=1021/0 LocalConn=-1 Cause=-1UniqueID=0000000000001843012E0A3200000000 DevTgDevStr=1021.
    19:30:27:931 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC

    i added the send to VRU node and the script aborts the "send to VRU" node. should i see the FeatureParam step on the CVP Pim log. it looks like ICM is not telling CVP the agent info or greeting type. but i do have the call.agentgreetingtype in my queue script.

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

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    Message was edited by: Silambarasan K

  • CTI OS answer call but not play agent greeting

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    Alerting    = 
    Calling     = 1079
    Called      = 1001
    Redirection = 
    LocalState  = INITIATE
    Cause       = EC_NEW_CALL 
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    Alerting    = 1001
    Calling     = 1079
    Called      = 1001
    Redirection = 
    LocalState  = ALERTING
    Cause       = EC_NONE 
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    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

  • CVP Media server config for Agent greeting

    Hi All,
    How to write agent greeting files to multiple media servers, (4 media servers in our case)
    I got to know that setting the default media server to act as a proxy will resolve this issue. Kindly let me know is this correct and how this could be done.?
    Thanks and Regards,
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    Hi,
    Did you find the solution to this? Can't find anything in the docs.
    Thanks
    Anthony

  • Whisper and Agent Greeting

    Hi ,
    I had a query  on whisper and Personalised Agent Greeting supported in UCCE 8.5.
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    regds,
    aman

    Yes you can ...
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    - To shorten your call-handling time, you may want to use shorter Whisper Announcements and Agent Greetings than you might if you were using either feature by itself. A long Whisper Announcement followed by a long Agent Greeting equals a long wait before an agent is actively handling a call.
    - If you use a Whisper Announcement, your agents probably handle different types of calls: for example, “English-Gold Member-Activate Card,” “English-Gold Member-Report Lost Card,” “English-Platinum Member-Account Inquiry.” Therefore, you may want to ensure the greetings your agents record are generic enough to cover the range of call types.
    source: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/configuration/guide/agwa85fg.pdf
    (page 18)
    Brian
    Please rate helpful posts.

  • UCCE Record Agent Greeting Exaple Script Fails at first Run Ext Script Node

    I am deploying Agent Greeting and trying to get the recording piece completed. When the example script gets to the run ext script node it fails.

    I am running 9.0 for UCCE, CUCM, and CVP.....When I press the record button on CTIOS agent I get a 101707 error with somthing about the route. Then I do a script monitor I notice the flow stops at the first run ext script node
    I have attached the PG Logs
           Sorry about the vagueness in the first post just seeing if any knew of this issue with the example scripts.

  • Record Agent Greeting and the DTMF Phone Pad

    Strange behaviour here.
    If I use a 7960 phone and press the icon to record an agent greeting, the Phone Pad pops up and I can press the buttons to navigate the menus. I can also use the hard phone. Of course, this phone has no BIB, so I connected another couple of phones.
    If I use a 7961 phone, pressing the keys on the Phone Pad does nothing - but I can use the hard phone. That''s strange.
    If I use a 7971, pressing the keys on the Phone Pad does nothing and neither does pressing the keys on the IP phone!!! I created a similar app outside of the Recording process and attached it to a Route Point and get the same behaviour. Must be a phone setting that is not allowing DTMF.
    Regards,
    Geoff

    please share CVP and VXML application logs, but i think you must place agent greeting type variable in recording script. after CED just set greeting type.
    regards
    Chintan

  • Play Agent Greeting

    I am configuring agent greeting in a lab environment and to this point, I have been unable to get this process to work.  Using CCE 9.0 with an IP Communicator with Built-In-Bridge enabled.
    Record agent greeting works just fine.  We can record and review the agent greetings.  We are able to locate the agent greeting in the media server and using our browser we can get execute the agent greeting.  When we execute the ICM script to play the agent greeting we see it successfully pass through the ICM node of Set Variable for AgentGreetingType.  We have a dialed number defined for call manager to PlayAgentGreeting.  In our ICM script we can see the calls successfully execute the PlayAgentGreeting DN and Script execute successfully and exit the PM microapp. 
    We are now at a loss of where to start to finalize this process.  Looking in the Dumplog for our CM PIM we see the following output.
    I am no expert but this looks like agent greeting was successful however, we are not able to hear the media file.
    12:11:50:469 PG1A-pim1 Trace: Checking for AgentGreeting. GREET: 1 CustID: 1
    12:11:50:469 PG1A-pim1 Trace: CSTA ROUTE REQUEST, TelephonyDriver::RequestPostRoute: by PIM for the DNP SENT TO OPC
    CallID            = 2130706482  DeviceID = 7591  DeviceType = Static
    RoutingCrossRefID = 65584
    CurrentRoute      = PlayAgentGreeting
    CallingDevice            = 7591
    RequestType       = 59
    AG                = 1
    CustomerID        = 1
    PreferredASTID    = 5048
    12:11:50:471 PG1A-pim1 Trace: ProcessCSTARouteSelect: crossRefID=65584, RTRCallKey=150783.231, label 8888888888179 callID=2130706482
    12:11:50:471 PG1A-pim1 Trace: TelephonyDriver::SendMediaStreamRequest - AgentCallID=33567498, AgentCallConnectionDeviceID=7591,AgentCallConnectionDeviceIDType=0, InvokeID=100603
    12:11:50:471 PG1A-pim1 Trace: TelephonyDriver::ProcessCSTARouteSelect: Agent Greeting Service, Route End SENT TO OPC
    12:11:50:471 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared:
    CallID     = 2130706482 DeviceID =   DeviceType = Static           LocalState = NONE
    Cause      = EC_NONE
    12:11:51:129 PG1A-pim1 Trace: RTPStarted: CID=33567498, ConnDevID=7591/0, Addr=172.24.104.183:24636, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000330A02C7D4D700000000
    12:11:51:154 PG1A-pim1 Trace: RTPStarted: CID=33567498, ConnDevID=7591/0, Addr=172.28.36.5:17006, Direction=OUT, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000330A02C7D4D700000000
    12:11:51:156 PG1A-pim1 Trace: addMediaStreamConf:  InvokeID=100603
    12:11:51:156 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=33567498 ConnDevID=7591/0 EventCode=0
    12:11:51:156 PG1A-pim1 Trace: RecvCallAgentGreetingEventMsg: AG Greeting Start delay is 686 MS for CallID 33567498
    12:11:51:156 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
    CallID = 33567498  DeviceID = 7591  DeviceType = Static
    EventCode = EC_AGENT_GREETING_STARTED GreetingType = 1 PeripheralErrorCode=0x0(0)
    12:11:56:917 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=33567498 ConnDevID=7591/0 EventCode=1
    12:11:56:917 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
    CallID = 33567498  DeviceID = 7591  DeviceType = Static
    EventCode = EC_AGENT_GREETING_DONE GreetingType = 1 PeripheralErrorCode=0x0(0)
    12:12:00:103 PG1A-pim1 Trace: RTPStopped: CID=33567498, ConnDevID=7591/0, Addr=172.24.104.183:24636, Direction=IN, UniqueID=000000000000330A02C7D4D700000000
    12:12:00:103 PG1A-pim1 Trace: RTPStopped: CID=33567498, ConnDevID=7591/0, Addr=172.28.36.5:17006, Direction=OUT, UniqueID=000000000000330A02C7D4D700000000
    12:12:00:103 PG1A-pim1 Trace: ConnectionCleared: CID=33567498 ConnDevID=7591/0 ReleasingDev=7591/0 LocalConn=-1 Cause=-1UniqueID=000000000000330A02C7D4D700000000 DevTgDevStr=7591
    12:12:00:103 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
    CallID          = 33567498  DeviceID = 7591  DeviceType = Static
    ReleasingDevice = 7591
    LocalState      = NONE
    Cause           = EC_NONE
    12:12:00:103 PG1A-pim1 Trace: CallCleared: CID=33567498 ConnDevID=/0 LocalConn=-1 Cause=-1UniqueID=000000000000330A02C7D4D700000000 
    12:12:00:103 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared: SENT TO OPC
    CallID     = 33567498 DeviceID =   DeviceType = Static           LocalState = NONE
    Cause      = EC_NONE
    12:13:30:857 PG1A-pim1 Trace: ConfigureRoutingClient - PID=5000 RID=5000 Timeout=1500 Late=500 Limit=10 ConfigStr=
    12:13:30:857 PG1A-pim1 Trace: DeskLinkPeripheral::ProcessRCConfig() RCTimoutThreshold=0

    I am configuring agent greeting in a lab environment and to this point, I have been unable to get this process to work.  Using CCE 9.0 with an IP Communicator with Built-In-Bridge enabled.
    Record agent greeting works just fine.  We can record and review the agent greetings.  We are able to locate the agent greeting in the media server and using our browser we can get execute the agent greeting.  When we execute the ICM script to play the agent greeting we see it successfully pass through the ICM node of Set Variable for AgentGreetingType.  We have a dialed number defined for call manager to PlayAgentGreeting.  In our ICM script we can see the calls successfully execute the PlayAgentGreeting DN and Script execute successfully and exit the PM microapp. 
    We are now at a loss of where to start to finalize this process.  Looking in the Dumplog for our CM PIM we see the following output.
    I am no expert but this looks like agent greeting was successful however, we are not able to hear the media file.
    12:11:50:469 PG1A-pim1 Trace: Checking for AgentGreeting. GREET: 1 CustID: 1
    12:11:50:469 PG1A-pim1 Trace: CSTA ROUTE REQUEST, TelephonyDriver::RequestPostRoute: by PIM for the DNP SENT TO OPC
    CallID            = 2130706482  DeviceID = 7591  DeviceType = Static
    RoutingCrossRefID = 65584
    CurrentRoute      = PlayAgentGreeting
    CallingDevice            = 7591
    RequestType       = 59
    AG                = 1
    CustomerID        = 1
    PreferredASTID    = 5048
    12:11:50:471 PG1A-pim1 Trace: ProcessCSTARouteSelect: crossRefID=65584, RTRCallKey=150783.231, label 8888888888179 callID=2130706482
    12:11:50:471 PG1A-pim1 Trace: TelephonyDriver::SendMediaStreamRequest - AgentCallID=33567498, AgentCallConnectionDeviceID=7591,AgentCallConnectionDeviceIDType=0, InvokeID=100603
    12:11:50:471 PG1A-pim1 Trace: TelephonyDriver::ProcessCSTARouteSelect: Agent Greeting Service, Route End SENT TO OPC
    12:11:50:471 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared:
    CallID     = 2130706482 DeviceID =   DeviceType = Static           LocalState = NONE
    Cause      = EC_NONE
    12:11:51:129 PG1A-pim1 Trace: RTPStarted: CID=33567498, ConnDevID=7591/0, Addr=172.24.104.183:24636, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000330A02C7D4D700000000
    12:11:51:154 PG1A-pim1 Trace: RTPStarted: CID=33567498, ConnDevID=7591/0, Addr=172.28.36.5:17006, Direction=OUT, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000330A02C7D4D700000000
    12:11:51:156 PG1A-pim1 Trace: addMediaStreamConf:  InvokeID=100603
    12:11:51:156 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=33567498 ConnDevID=7591/0 EventCode=0
    12:11:51:156 PG1A-pim1 Trace: RecvCallAgentGreetingEventMsg: AG Greeting Start delay is 686 MS for CallID 33567498
    12:11:51:156 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
    CallID = 33567498  DeviceID = 7591  DeviceType = Static
    EventCode = EC_AGENT_GREETING_STARTED GreetingType = 1 PeripheralErrorCode=0x0(0)
    12:11:56:917 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=33567498 ConnDevID=7591/0 EventCode=1
    12:11:56:917 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
    CallID = 33567498  DeviceID = 7591  DeviceType = Static
    EventCode = EC_AGENT_GREETING_DONE GreetingType = 1 PeripheralErrorCode=0x0(0)
    12:12:00:103 PG1A-pim1 Trace: RTPStopped: CID=33567498, ConnDevID=7591/0, Addr=172.24.104.183:24636, Direction=IN, UniqueID=000000000000330A02C7D4D700000000
    12:12:00:103 PG1A-pim1 Trace: RTPStopped: CID=33567498, ConnDevID=7591/0, Addr=172.28.36.5:17006, Direction=OUT, UniqueID=000000000000330A02C7D4D700000000
    12:12:00:103 PG1A-pim1 Trace: ConnectionCleared: CID=33567498 ConnDevID=7591/0 ReleasingDev=7591/0 LocalConn=-1 Cause=-1UniqueID=000000000000330A02C7D4D700000000 DevTgDevStr=7591
    12:12:00:103 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
    CallID          = 33567498  DeviceID = 7591  DeviceType = Static
    ReleasingDevice = 7591
    LocalState      = NONE
    Cause           = EC_NONE
    12:12:00:103 PG1A-pim1 Trace: CallCleared: CID=33567498 ConnDevID=/0 LocalConn=-1 Cause=-1UniqueID=000000000000330A02C7D4D700000000 
    12:12:00:103 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared: SENT TO OPC
    CallID     = 33567498 DeviceID =   DeviceType = Static           LocalState = NONE
    Cause      = EC_NONE
    12:13:30:857 PG1A-pim1 Trace: ConfigureRoutingClient - PID=5000 RID=5000 Timeout=1500 Late=500 Limit=10 ConfigStr=
    12:13:30:857 PG1A-pim1 Trace: DeskLinkPeripheral::ProcessRCConfig() RCTimoutThreshold=0

  • Agent greeting delay

    Dear Community,
    My UCCE 8.5 setup is experiencing agent greeting delay, where once the call is connected to agent, there are 2secs delay (silent) before the agent greeting file played (heard). The setup is centralized servers with VG and IP phones reside at remote sites. The remote sites are connected via MPLS to the central site.
    The agent greeting wav files are cached on VG, however, TAC analysis presents that the delay on the signaling also causes the delay of agent greeting being played.
    Does anyone have the similar setup but not experiencing agent greeting delay? or also experiencing same delay. Kindly please share your experience.
    Thank you for your attention.
    .wan

    Yes, I've trimmed the begining silence of each greetings wav files.
    .wan

  • Agent Greeting with Genesys CTI/Desktop

    Hello everybody!
    Is it possible to use agent greeting if the customer has integration with the Genesys Cisco T-Server.
    The deployment - Unified CCE with Genesys CTI/Desktop Only.
    He has:
    - CVP 9.0;
    - UCM 9.1;
    - ICM 9.0.3;
    - Genesys T-Server 8.0;

    Hi,
    Agent greeting does not support Genesys Cisco T-Server.
    It supports only with the out of box CTI toll kit.
    Regards,
    Srinivasan

  • Agent Greeting with Precsion Queueing anf Finesse

        Hello all
    I am wanting to know if I can add Agent Greeting to a PQ and if someone has a snapshot example ICM script. Has anyone created a gadget to allow the Agent greeting to be recorded from Finesse agent desktop.

    please share CVP and VXML application logs, but i think you must place agent greeting type variable in recording script. after CED just set greeting type.
    regards
    Chintan

  • Play prompt before call is handed to the agent

    I am editing a script and I have found that a prompt is not playing if the caller is queue.  But it does play if an agent is available and "Ready" when the call comes in.
    Below is a screenshot of the script.  The prompt that is not playing if the call was queued is the "RecordingPrompt".  During reactive debugging, it appears to be playing the prompt, but I do not hear it on the phone.  Is there an Unhold step or some other step that I am missing so that the caller hears this prompt, even after the go through the queue?
    Any assistance would be appreciated.  Thank you.
    Debbie

    Hello Debbie,
    My guess for this script is that you are trying to do somw kind of workaround to make a agent greeting.
    The script is correct, however i guess you are only missing one step which is the unhold, try placing a call unhold before the IF statement of the recordingprompt== true and give it a try.
    Amer

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