Questions on agent state of phone ready and email ready

An agent can put themselves in both phone ready and email ready state...does that mean they will get both a phone call and an email at the same time?
Or does it mean that if they get an email, they go to not ready state for both phone and email?
If an agent is both phone ready and email ready state, which takes priority? Is there a way to ensure (configure) incoming phone calls take priority over incoming emails?
Also under configuring agent e-mail, Maximum number of e-mails on agent desktop = the maximum number of e-mails an agent can have on the desktop at any one time - what does that really mean?
We are running UCCX v7.0(1)

The terminology used is that email is an "interruptible" channel and voice and web chat are not. So if you are on a voice call, you cannot get interrupted - by any call, be it another voice call, a web chat, an email. You are ready on all three channels, but cannot be interrupted.
As for the email channel, you can get interrupted by a voice call or a web chat at any time, if you are ready.
(Aside: In UCCE you can change this behaviour and make email a non-interruptible channel, if you so desire - I don't have any customers that have wanted it that way.)
The number of concurrent tasks you can handle on a channel is configurable. By default, voice is 1. I don't think that can be changed - and rightly so.
But web chat and email can allow a number of concurrent tasks. In email, these are sitting in your "current activity" box and you are handling them in some random order. In web chat, they represent different customers you are chatting with at the same time.
Regards,
Geoff

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One button login cannot change agent state because phone is out of service on 8861 phone

I'm testing out the 88XX line of phones for our practice and I am getting the strangest error when trying to enter ready state using one button login.
The phone states...
one button login cannot change agent state because phone is out of service
We are using extension mobility to login into the phone, then hitting the one button login service. (all of which works fine).
Also if I use this same account on any of our older 79XX phones it works perfectly and I can go into ready state and receive calls.
I only have issues on the 88XX line of phones.
Any insight would be great, thanks.
Davidt

Hi Kim,
We have seen this issue in our lab.
But after configuring the authenticate presence and authenticate register and also you need to associate the respective session-server for the ephone-dn as shown below...it will work.
voice register global
mode cme
max-dn 720
max-pool 262
load 7960-7940 P00308000500
authenticate presence
authenticate register
tftp-path flash:
create profile sync 0022049925121368
ephone-dn 5
number 1005
allow watch
session-server 1
exit
Hope it helps.
Anand
Please rate helpful posts

How to reuse standard Activity subcomponents - Appointments, Tasks, Phone Calls and Emails within a custom work center?

Requirement : We have a requirement to reuse the standard Activity subcomponents Appointments, Tasks, Phone Calls and Emails within a custom work centre. The requirement is to leverage and copy all sub functionalities Appointments, Tasks, Phone Calls and Emails available within the standard activity work center. This feature is available within Accounts, Opportunities, Leads etc. (Refer screenshot: Std_Act_Screen.jpg)
We are unable to consume/embed the standard Activity (Work center) sub components Appointments, Tasks, Phone Calls and Emails within the custom work center. This is because of backend consistency check violation UI designer error message displayed. (Refer screenshot:Error while consuming standard activities.jpg)
Ø Open Question:
a. Is there a limitation to consume/embed the standard Activity (Work center) subcomponents Appointments, Tasks, Phone Calls and Emails within a custom work center? We have noticed that this standard Activity Work center subcomponents Appointments, Tasks, Phone Calls and Emails has been repeatedly reused within the application in Account, Opportunity, Sales lead, Lead, Sales Quote Objects.
b. Is there an alternative way in which we can call [Through API etc..] the standard Activity Work center subcomponents Appointments, Tasks, Phone Calls and Emails?
We need your guidance to overcome the error to enable the reuse of the standard Activity Work center sub-components Appointments, Tasks, Phone Calls and Emails within our custom work center or suggest a suitable workaround on how this can be achieved.
Regards .. Dheeraj Saini

Whenever you find out let me know. I wanted to assign a text tone to someone and now in iOS 7 i can't. Or I haven't figured this out yet.

How do you combine iMessage sent to phone number and email?

I talk to someone who sends me imessages to my phone number from their phone, and also from their ipad to my email. Both phone number and email are under the same contact. But the mesages go into 2 different threads. Id like to combine them since being under the same contact they show up exactly the same in the messages list.. so i cant tell if im messaging the ipad or the phone..
ideally id like to write a message to that contact and it would go to both their ipad and iphone...
anyways.. how do I combine them?

This is possible and you can also send and receive iMessages to your MacBook from one phone number without having to use any email address whatsoever. This also means you will have one chat thread with all of your messages not two.
Anyone will tell you that I am a hardcore Apple Fan, however, sometimes they lack in the instructions area. For a while now I have had a problem with iMessages being sent from my MacBook. I could send an iMessage from my phone with no problem and my friend would receive it from my phone number however, the problem would arise when I would send a iMessage from my MacBook to to the same friend and a new thread would be created, so in essence she would have two different messages for me, one from my phone number and one from my email. After numerous attempts of contacting Apple Customer Service with no avail, I eventually figured it out on my own. I did aggrate some friends because I had to send messages relentlessly. In the end I found a solution and here are the instructions.
You’re going to go into iMessage on your computer, go to messages in the top left, click on preferences and then click on accounts. Look under “you can be reached for messages at” you should see your email and or your phone number.
If you do not see your phone number you need to add it to your account at this site. “https://appleid.apple.com/” click on manage your Apple ID and then sign in. After you sign in you will go to another screen and on your left you’ll see a list of choices click on phone numbers. Add your phone number and click save changes. It usually takes a few seconds for your iMessage account to update. Completely quit iMessage in the toolbar and then reopen it and go back into messaging preferences and then accounts.
After that has been done your phone number should now be added to the “you can be reached for messages at” section. Click on your phone number and then uncheck your email address.
Then go into your iPhone settings, messages, then scroll down to send and receive. Uncheck any email, only your phone number should have a checkmark, if your phone number does not have a checkmark... check it. You should receive a pop-up on your iPhone saying so-and-so’s MacBook is now using “insert phone number here” for iMessages.

I can't move my contacts ( phone numbers and email addresses) from outlook express to my 8900 phone

i can't move my contacts ( phone numbers and email addresses) from outlook express to my 8900 new phone through the usb cable.
i have the same contacts in both outlook and outlook express, can this help.
can anybody help

highland_ddmac wrote:
I have the 8900 and when I try and synch I get the error "unable to read application data". Very, very annoying.
Wondering why I switched from Nokia!
Can anyone help please??
Hi and Welcome to the Forums!
A lot more detail is needed to understand your issue...for instance:
Your specific BB Model
Your specific BB OS (all 4 octets)
Your DTM version (again, 4 octets)
Your PC PIM version
Your PC OS version
Good luck and let us know!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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One single button for "Ready" and "Not Ready"?

Hi all!
Is there a possibility to assign a service URL for changing the agent state from "Ready" to "Not Ready"? Just like the "One Button Login" ...
Best regards; Florian

I think this is what you are looking for. If you are using IPPA then you can use something like this as a registered service. It's what our installer configured for us.
http://XXX.XXX.XXX.XXX:PORT/ipphone/js/sciphonexml/IPAgentChangeState.jsp?State=3&RC
The 3 is your Agent State Code for Not Ready. For Ready just change it to a 4.
Word of caution: Agents can not go from one Not Ready state into another Not Ready state if you are using Reason Codes. We have our agents selecting a Not Ready code from a list and with the IPPA you have to first select Ready then select Not Ready to change this state. If you are using CAD this is not an issue. Becomes a real problem if you have agents who came back from a meeting and need to go to lunch but there are calls in queue. If anyone knows a way to work around that little problem I'd be eternally grateful.

CAD Ready and Not Ready Icon

All,
We use CCX 7.0 premium.
In UCCX 502, when user is in Ready status, Not Ready icon is greyed out. It is very easy to tell whether agent is Ready or Not Ready. In CCX 7, the icons no longer get greyed out. It is very hard to tell what is the current status of CAD.
I looked at CDA and could not find a fix. Any suggestion how to change it?
Thanks.

Hi Wenqian,
I am not sure if you are aware of this, but UCCX 5.0.2 does not support CAD on Windows 7. The first UCCX release that does support Windows 7 is UCCX 8, which is currently available and 7.0.2 which is scheduled to release at the end of the year. Please see the following link for Windows 7 support
Cisco Unified Communications Support for Microsoft Windows 7
https://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_bulletin_c25-563280_ps1846_Products_Bulletin.html
You can also use the Compatibility Matrix as well
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crsmatrxeol.pdf
CAD on Windows 7 for UCCX 8 has the same behavior with regards to ready/not ready buttons. Many customers requested that the agent be able to change reason codes without going ready and this change was implemented for that reason.
Regards,
Joe

TS2755 My husband and I have iPhone 4S's. For some reason, my text messages show up on his phone. We share the Apple ID, and my settings are such that I send and receive from my phone number and email address. How do we correct this?

My husband and I both have iphone 4S's and for some reason he gets my text conversations w/ other people. We share the apple ID and I have my settings set to and from my phone # and email address. He is getting tired of being apart of text messages I am on. How do we remedy this?

Each of you need to have your own apple id's instead of sharing is the best way. But you can go to each phones settings, messages, send and recieve, and down to start new conversation from, and make sure each of you have your own email address with a check mark beside of it not the same address.

Maintaining Multiple Vendor Phone Fax and Email using IDOC

Hello Guru's,
I have a requirement where I must be able to maintain multiple phone and fax entries for all of our vendors. Is there a standard segment in IDOC CREMAS05 that will allow for this maintenance? Or will I have to use a separate BAPI / FM? I think there must be a standard way for doing this.
As of now it appears the CREMAS05 IDOC only supports the ability to maintain one phone/fax or email address at a time, which is in the LFA1 table, and not at the address table level (ADR2, ADRC, ADRT, etc.).
This is for an R/3 System running on EHP5.
Thanks,
Kohl Kemp
Edited by: Kohl Kemp on Jul 14, 2011 3:16 PM

I've never done this natively in CUC. Here's a guide that covers how to do it with the Fax server integration if that helps:
http://docwiki.cisco.com/wiki/Configuring_Fax_Detection_%28Single-Number_Voice_and_Fax%29_with_Cisco_Unity_Connection

Problem with iMessage contacts being separated by phone number and email

Hi all, sorry if this thread is a duplicate of another, I've seen some that are similar but none seem to match the exact situation I'm having.
Me and 3 other friends have a group iMessages thread where we talk to each other.
We each have several devices: ie. I have a Macbook Air and an iPhone 5S, one has a Macbook, an iPhone 4, and an iPad, etc etc. Essentially we all have a mix of devices which we can use to read the thread, all using the same Apple ID and with our phone number added.
The problem is, every so often and for no discernible reason, someone will send a message and it'll start a new thread: this usually happens on my iPhone but occasionally it happens on my Macbook. Sometimes, what has become 2 threads on my phone will be only one thread on my Macbook, and vice versa. Same applies to my friends. However, sometimes what has become 2 threads for them is still only one thread for someone else, as though some of us have gone "out of sync".
When you compare the contacts in the 2 threads, they are IDENTICAL (can't stress this enough, the contacts themselves have not been duplicated), however when I look at the same contact from one thread, their phone number will be highlighted in blue. In the other thread, their email address will be highlighted in blue.
Therefore the problem seems to be that devices are unable to bring together an iMessage sent from a contact's phone with one sent from their email. If the information for both email and phone number are correctly filled in for a contact, why can Messages/iMessage not realise it is the same person and bring them together?
The problem is, sometimes a message sent from the same device will first be sent from the phone number, then the next will be from the email address (or rather, everyone else's devices are seeing it that way, they're not doing anything different than usual, just typing in the thread and pressing send). Its as though the device is choosing one then the other, seemingly at random, and iMessage doesn't seem to be able to add them to the already existing thread but instead creates a new one as the "source' is different. Is this behaviour intended? Surely it can't be.
Is this something to do with the "You can be reached by iMessage at" setting in iOS. One of us needs to be reached by both his email and phone number so we can't just all turn off the email on our phones/iPads for example.
Is this a known problem? Is there something we can do about it? Is it ever going to be fixed?
We've tried other messaging programs but they're just not as well integrated as Messages, and obviously being able to switch between my phone and my Macbook is hugely convenient.
Any help would be much appreciated, we're now at the stage where we have 2 iMessage threads and a backup LINE group chat for when things are completely unfollowable due to every other message going to the duplicate thread.
Thanks in advance.

When you go to Settings>Messages do you see your Apple ID at the top? Also, when you go to Settings>Messages>Receive At do you see both your email address and your phone number listed?

My wife and I want to swap her 4s for my 4 while a take a short trip out of the country. We use the same email address for itunes but different for email. Can we just change our phone numbers and email addresses so we get our own messages?

My wife and I want to swap her iphone 4s for my iphone 4 while I take a short trip out of the country. We use the same itunes account but have different email accounts. Can we just change our phone numbers with our carrier and change email addresses on our phones so we get correct messages, with out disturbing our other apps?

The email is simple. Just delete her email acoount on her iPhone and configure your account into the phone and then do the same for her on your phone.
The harder issue is that to switch the cellular phone service you will need to switch the SIM cards and the two phones do not use the same size SIM card.

Merging Phone numbers and email addresses in a new user account

OK... here goes....
For the last 10 years my wife and I have shared one user account on our desktop computer, a G5 tower.
We have been able to successfully keep our 'digital lives' separate because I used Apple Mail and Address Book with my iPhone, syncing with mobile me. She used Microsoft Entourage and a flip phone.
She has just gotten an iPhone 4S and I want her to be able to sync contacts with Address Book. So... I am FINALLY setting her up with her own user account and getting her to use Apple Mail and Address Book. We do NOT want my Address Book to sync with her new iPhone.
I think I can import her messages and mailboxes into Mail in the new user account easy enough. And I am pretty sure I can get her Entourage email addresses into Address Book also. I have seen some articles online and I think I got it straight.
Here is the part I am not sure about. When she got her iPhone last week the Verizon store transfered her PHONE NUMBERS into the iPhone form her old flip phone. How do we merge the email addresses (from Entourage) and phone numbers (currently on the new iPhone) into Address Book?
I am asuming there are gong to be many double entries and such as the names will not match.... but i do not want to overwrite anything and lose data. Will we just have to suck it up and manually merge the data?
We can not use iCloud yet, as the machine is not Intel and is only running Leopard. There is a new Mac Mini in our near future and I will get the iCloud running for her soon enough. And I anticipate no issues moving over her new user account, from the G5 over to the new Mini.
I ONLY use my white Intel MacBook running Lion and the iCloud to keep MY life in sync these days and doubt I will put my MacBook user account on the new desktop... but I might at some point.
Thanks
Eliot
NYC

highland_ddmac wrote:
I have the 8900 and when I try and synch I get the error "unable to read application data". Very, very annoying.
Wondering why I switched from Nokia!
Can anyone help please??
Hi and Welcome to the Forums!
A lot more detail is needed to understand your issue...for instance:
Your specific BB Model
Your specific BB OS (all 4 octets)
Your DTM version (again, 4 octets)
Your PC PIM version
Your PC OS version
Good luck and let us know!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4 Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA Display/Scan Bar Code

Lost my phone contacts and email usage while downloading itunes transferring music from itouch. How do I fix it?

Why did I lose my iphone contacts and can't get or send mail after synching my itunes from my itouch? How can I get it back? Especially the mail.

Check to see if you have a back up of the phone prior to when you lost this content (edit>preferences>devices). If so preserve this back up by putting a check mark in the "prevent ipods, ipads and iphones from syncing auto" box before plugging in your phone, then do a restore using that back up.

Lightroom 5 - I downloaded original purchase 2.14. After a crash I reloaded today. I can see the files but can't open. I don't want monthly cloud subscription I want open the program. Customer Care (no phone support and email are awful)

Why won't my LR 5 open?

I have described the whole issue here. It seems like there is NO support unless I buy a subscription.
After paying for this CD (Amazon) and I have the serial # . The files are there but nothing opens.
Customer Care on the website is useless! All it does is go to troubleshooting which didn’t help at all. That’s how I got to forums.
I have WIN 8. No screen capture, all you see are files/folders.
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I sold a mac mini and I'm receiving messages to my other devices saying that my phone number and email is associate with all my devices including the one that I sold, how can I unlink the mac mini if I don't have it anymore?

I just want to unlink that computer totally from my account because I don't know if that person that bought is able to see my imessages, facetime, etc... I'll appreciate a lot a little bit of help with this... thanks

Best is to erase the device remotely
iCloud: Erase your device
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Next time do this
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Questions on agent state of phone ready and email ready

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