Quality Manager with Contact Center Enterprise (not Express)?

Is Quality Manager (part of the Workforce Optimization package) supported with Contact Center Enterprise?  The documentation focuses on Express only.
Thanks,
Tom

You buy QM Enterprise direct from Calabrio, and QM Express from Cisco.

Similar Messages

  • Installing contact center enterprise 6.0 in new server and upgrading to 7.0

    Hi,
    I am trying to install contact center enterprise 6.0 into a new server ( earlier both call manage 4.3  and enterprise 6.0 were in the same BOX). So now i am upgrading cucm4.3 to 7.0 and installing enterprise 6.0 onto a new server taking backup from the old server and restoring in the new server. and after that i am planning to upgrade the Enterprise version to 7.0. Is this the right way or there is any other way.

    Take a look at the 7.0 Upgrade Guide for your options. You'll be looking for Tech Refresh.
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_0/installation/guide/Upgrade_Guide.pdf
    Is there any reason why you are not upgrading to UCCE 7.5 which is compatible with UCM 7.0?

  • The sandbox of Unified Contact Center Enterprise always shows the error "Finesse is out of service."

    Hi guys,
    I reserved the sandbox of Unified Contact Center Enterprise. But when I open the desktop application from the url "http://10.10.20.60/desktop/container". It always shows the error "Finesse is out of service.".
    Does anyone meet the issue?
    William

    Hi DeveloperMax,
    According to your description, the error occurs when you execute the package with Agent job on clustered MSSQL 2012 Enterprise Nodes.
    As per my understanding, I think this issue can be caused by you use SQL Server Agent to schedule a SQL Server Integration Services package in a 64-bit environment. And the SSIS package is referencing some 32-Bit DLL or 32-Bit drivers which are available
    only in 32-bit versions, so the job failed.
    To fix this issue, we should use the 32-bit version of the DTExec.exe utility to schedule the 64-bit SQL Server Agent to run a package. To run a package in 32-bit mode from a 64-bit version of SQL Server Agent, we can go to the Job Step dialog box, then
    select “32 bit runtime” in the Advanced tab.
    Besides, we should make sure that SQL Server Integration Services is installed on the failing environment.
    If there are any other questions, please feel free to ask.
    Thanks,
    Katherine Xiong
    Katherine Xiong
    TechNet Community Support

  • Contact Center Enterprise (UCCE) and Vmware

    Hi everybody,
    according to the document  "Virtualization Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted (February 2010)"
    only PGs and client AWs are availble on ESX.
    To take advantage of UCS and virtualization we need to virtualize all the UCCE components (router, logger, and aws first ! ).
    Do you know when UCCE components will be compatible with vmware for production?
    thanks
    Romain

    As of August Cisco has updated the list of supported virtualized UCCE components for 8.0(2).
    Here is a link:
    http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise
    Best regards,
    Troy

  • Cisco Unified ICM/Contact Center Enterprise & Hosted Installation popup

    Hi,
    How to disable Cisco Unified ICM/Contact Center Enterprise & Hosted Installation popup on CISCO ICM 9.x setup.
    Process Name: ICMCCNextStep.exe*32
    Thanks ,
    S.Ram

    Hi Gergely,
    After deleting from startup it is not displaying. Please find attached snapshoot for the same.

  • Configure & integrate the quality management with production planning

    hi,
      i know general flow of production planning ,
    i dono how to configure & integrate the quality management with production planning . can anyone explain step by step to configure.
    with regards,
    Elanchi

    Hi,
    You must define an inspection type 03 and activate it for materail. When you create production order you will have the inspection lot created. you define type of inspection plan in inspection lot type. You will insert an operation in routing og the material. This operation must contain inspection characteristics. use the operation key QM04 with a quality work center.
    Inspection process time will be assigned to your production order.
    I think you can manage t customise the process from this global definition of the QM process in Production.
    Best Regards,
    Salih Arslan
    SCM Functional Consultant
    Zeitine Solution Partners

  • Project with profit center was not created for entire period

    Hi everybody,
    I need a help with a problem here.
    The alert mesage "project with profit center was not created for entire period" was displayed.
    Then I searched for the creation dates and the profit center was created before the project gets its firsts postings. Therefore, some line itens don't exist in profit center (ledgers).
    My two questions:
    The first one, is it possible to input line itens in a retroactive way?
    Everytime I need to use the project master data this alert is displayed. How can I fix avoid this message?
    Thanks,

    Hi,
    Regarding your issue, it is theoretically possible to reverse all settlements up to the start of the project and then to settle again it
    is a must to check in standard if the profit center is valid from the project start date onwards.
    Check the attached note 1048945.
    The system generates error message KM700 ('Profit center <PRCTR> does not exist for <date>') when you enter a profit center on a project definition if the profit center is not valid in the entire period between the basic start and the basic finish date of the project definition . However, only one warning message should only be generated in this case.
    regards
    Waman

  • Quality Management with SAP

    Hi Experts,
    Can anyone give me Xerox of this book :- Quality Management with SAP (by M. Holzer (Author), M. Schramm (Author)
    thanks
    Utkarsh

    You can directly download from
    [http://www.sap-press.com/product.cfm?account=&product=H1902]
    OR
    [http://www.amazon.com/Quality-Management-SAP-M-Holzer/dp/1592290515]
    Regards,
    Shyamal

  • UCCX Advanced Quality Management with VMware View

    Hi,
    I have a customer who uses UCCX 8.5 with VMware View clients running CAD and 7940 IP phones.
    They are looking at recording options and have expressed an interest in the Advanced Quality Management product.
    There are a few issues that I would need to consider specific to their environment.
    The first is that Desktop based recording would not work in this environment as CAD is running on a virtual desktop rather than a PC daisy chained to the IP phone. The second is that network based recording is not supported as the 7940 phones do not have a Built in Bridge.
    This leaves server based recording which uses SPAN port mirroring. The issue with this is that the agents phones are distributed across multiple Catalyst switches so I guess I would need to configure RSPAN - has anyone got any experience of using Cisco QM with RSPAN? - if yes how well did it work? - the customer would probably be willing to upgrade the IP phones used by the agents if that would be a better option.
    The final query relates to the Screen Recording Client - the install guide details how to install this on a Citrix server but makes n mention of VMware view. Does anyone know if support for this is on the roadmap?
    Thanks!

    Hi James
    I've done an RSPAN deployment with UCCX recording which I presume will have similar gotchas...
    The only issue I had was that I ham fisted an RSPAN config in that SPANned the VVLAN on all the edge switches. My mistake was that I didn't exclude the uplink ports, and these switches were stacked, so there was a lot of packet duplication initially (sounds like 90s dance music time stretching).
    If you ensure you SPAN ingress only on all the endpoints (i.e. phones, and gateways) and then exclude any ports where traffic might be seen a second time (e.g. switch uplinks), and then filter for the voice VLAN  you should be OK.
    This deployment was a routed LAN with different subnets on each edge stack but this worked OK with everything running through a single RSPAN session back to the server.
    I've not had the good fortune to have to do this more than a couple of times, and I've not done it for AQM  - but assuming that SPAN/RSPAN are supported along with the video recording part running on the endpoints I don't see it being too different as they seem to be written by the same people.
    Can't help re: VMware view either I'm afraid... 
    Aaron

  • What is the best way to set up direct to agent calling in Contact Center Enterprise?

    I have a need to route to agents from a menu choice or extension. We use an extension and a seperate agent login for our associates. I need to keep the call visible to Contact Center for reporting but it must route to the users Voicemail extension if the Agent is not available. There could be up to 20 of these in a sales unit that have to be setup. I am doing the first now and want to set it up the best way from the start. any suggestions?

    There are a few ways to go about this.
    Say, for example, that your agents have the following on their phone:
    ACD line (no voicemail), same as Agent Peripheral ID
    Personal line (with voicemail)
    In my environment, we have a *XXXXXX pattern set up in CUCM which will go directly to the voicemail box of extension XXXXXX.
    In my extension entry script, I use a Queue to Agent node with indirect agent reference. The caller inputs the Agent's ACD number, and if the Agent is available it delivers directly to them. You could of course continue queuing with messaging at this point, but in my case I follow up the Queue node with a Label that concatenates * to the number the caller entered. In Unity, I have configured the personal voicemail boxes with Alternate Extensions equal to the ACD line numbers.
    Here's an example flow:
    Caller enters ACD 801234 at prompt
    Queue to Agent node queues to 801234
    Agent not available, so Label node returns *801234
    *801234 gets sent to CUCM (in my case through CVP). CUCM sends 801234 to Unity
    Unity matches 801234 on Alternate Extension of 805678 personal line
    Caller hears voicemail prompts for 805678
    The important part of this design in my opinion is the direct-to-voicemail pattern (*XXXXXX in my example). You wouldn't want to overflow calls to a non-ACD number that actually rings the Agent's phone, as there is then the potential for calls with poor reporting. Getting to the right voicemail box can be done with Alternate Extensions as above, or you could keep a database table of AgentID-Extension matches and use the DB Lookup node in ICM.
    -Jameson

  • CAD send metadata to Quality Management with chinese string

    Hi everybody,
           I'm facing a problem is when I want send a metadata to the Quality Management for a recording, it's failed when the metadata include Chinese string,  the error reason is "Tried to read incomplete UTF8 decoded String". And I believe the database of QM is support for Chinese string because I can change the metadata field in the database to Chinese string manually.
           Does anybody know how to send Chinese string to the Quality Management?
           The attachment is screenshot for the error and the result when I change database field into Chinese manually.
           It's really need somebody can help me to resolve this problem.
    Best Regards.
    Tony.Ye

    Hi James
    I've done an RSPAN deployment with UCCX recording which I presume will have similar gotchas...
    The only issue I had was that I ham fisted an RSPAN config in that SPANned the VVLAN on all the edge switches. My mistake was that I didn't exclude the uplink ports, and these switches were stacked, so there was a lot of packet duplication initially (sounds like 90s dance music time stretching).
    If you ensure you SPAN ingress only on all the endpoints (i.e. phones, and gateways) and then exclude any ports where traffic might be seen a second time (e.g. switch uplinks), and then filter for the voice VLAN  you should be OK.
    This deployment was a routed LAN with different subnets on each edge stack but this worked OK with everything running through a single RSPAN session back to the server.
    I've not had the good fortune to have to do this more than a couple of times, and I've not done it for AQM  - but assuming that SPAN/RSPAN are supported along with the video recording part running on the endpoints I don't see it being too different as they seem to be written by the same people.
    Can't help re: VMware view either I'm afraid... 
    Aaron

  • Cisco Unified WFO - Call Recording and Quality Management with Extension Mobility agents

    Hi All,
    We're considering Cisco Unified WFO - Call Recording and Quality Management for a customer running UCCX 8.0, agents on multiple WAN sites, all agents using extension mobility.
    The documentation I've been able to find describes three different recording methods:
    Using Desktop Recording service (Endpoint) to record from an agent’s desktop.
    Server Recording - Uses SPAN (not so good for remote sites)
    Network Recording - Uses CUCM recording service / SIP trunk / phone's built in bridge.
    Network recording or Desktop recording should be suitable for the customer but it seems that Extension mobility is not supported.  Extension Mobility is not mentioned in the 8.5 installation guide, it is mentioned as ‘not supported’ in the 8.0 guide as follows:
    'Server Recording and Network Recording have the following limitations:
    • Extension mobility is not supported.'
    Neither version's documentation specifically mention extension mobility in relation to the desktop recording method, though I realise this is a similar approach to the 'server recording' method.
    So the question I have is:  Is extension mobility supported in any way on version 8.0, or version 8.5 for recording?  And if so which recording method(s) are supported?
    Thanks,
    Jonathan

    Hi,
    I had more luck asking questions over at the Calabrio forum - they make the software and Cisco re-brand a version of it - there is some good info on their portal (http://portal.calabrio.com), you have to register but it's fairly painless.  The answer I got was:
    "QM Desktop recording has always supported extention mobility as it determines the recorded user by the desktop user's login. Extention mobility was not supported for Server and Network recording until the Calabrio QM 8.6.2 release in April 2011 and will be added to Cisco QM starting with QM 8.5.2 in June 2011"
    Regards,
    Jonathan

  • Cisco Quality Manager 8.5 "Domain could not be validated" error

    Hi
    Has anyone encountered this error when they attempt to add domain to Quality Manager?
    I need to understand how I can fix this problem?
    Marsha

    My issue is stil not received, i hav send a document to the system team to follow for the integration. The AD configuration for QM shud be very expicit or else integration will not work. I am attachin the doc here. Let me knw if that helps.

  • Customer satisfaction survey with Contact center express

    dear,
    does anyone know how is done to have an IVR so after the agents end with the customer, the customer is transfered to a IVR menu so he can rate the attendance?
    regards

    Hi Leandro.
    It can be done through Cisco Desktop Administrator configuring an action (eg. firward the call to another applycation running a survey) on hangup reference in agent desktop profile.
    Please use the following link as reference.
    https://supportforums.cisco.com/thread/2028389
    HTH
    Regards
    Carlo
    Sent from Cisco Technical Support iPhone App

  • C240 M3 with VIC 1225 managed with UCSM: Failure Reason: not enough vNIC available

    Hello,
    I have problems in creating a working service profile with more than one vNIC/NIC.
    I have a shiny new C240 server with a UCS VIC 1225 network card in PCI Slot 2. The server is directly connected to the two Fabric Interconnects (6248UP). 2 Direct attached cables with no FEX ("Direct Connect Mode Cluster Setup"). Firmware version is 2.2(1d). After setting the FI port to server role the server is flawlessly discovered. And shows up in the UCSM-GUI. And I see the VIC 1225 adapter that has 2 DCE Interfaces.
    Now, when I try to create Service Profile for this server by choosing "Hardware Based Service Profile" (with Create default vNICs [X] and Create Default vHBA [ ]) I get the following error:
    I am able to create a working profile with one vNIC in one fabric, but a soon as I try to add a second vNIC I get the error above.
    What I expected was, that it is possible to map more than one vNIC/NIC into the server profile. At leat 2 NICs, one in each fabric.
    I would be great if there is someone to bring some light in the darkness thats around me. Any hints or pointers to obvious documentation would be great.
    Kind regards,

    Hello,
    thanks for your answer. And you are probably correct.
    I can add aditional vnics to fabric A but not to fabric B. And even trying to add a single nic to Fabric B does not work.
    I changed the ports for this server on the fabric interconnects and rebooted the FI but it did not help.
    When I look at the General Tab of my server and then on Connection Details I see:
    Conection Path: A, B
    Connection Status: A
    Managing Instance: A
    My conclusion is, I have a problem with the Connection Path B of my C240..

Maybe you are looking for