Routing the call to the same Agent

Hi
If the same caller calls within XX hours after talking to an agent and if the same agent is available call should be routed to the same agent as before based on ANI
can we do this with UCCX ?
PW

Hi,
yes, this is possible. It's known as the "Sticky Agent" feature.
Take a look at this thread:
https://supportforums.cisco.com/thread/2253279?tstart=0
G.

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CVP call server logs - Hi All, I am trying to figure out whether caller party(End User) hangup the call first or UCCE Agent

CVP call server logs
Hi All,
I am trying to figure out whether caller party(End User) hangup the call first or UCCE Agent.
Attaching CVP call server Logs& UCCE TCD& Route Call Details for your reference.

From the CVP logs, it can be determined which side disconnected the call first. For each call, CVP keeps track each call leg. From Inbound Gateway to CVP is INBOUND leg, rest are OUTBOUND leg. You can then look at which leg the SIP BYE message is received first.
Since you have very basic log enabled, you will not see the exact SIP message. But it can be determined by the outcome of the message. Here is the snippet of the log during the disconnect:
Line 3766: 3083689: 10.180.245.43: Sep 12 2014 12:21:11.293 -0700: %CVP_8_5_SIP-7-CALL: {Thrd=DIALOG_CALLBACK.6} CALLGUID = CBCCDD8539E811E4A3E2CCEF48565980 LEGID = CC65CE04-39E811E4-87DFD7D1-64B198F2 - [INBOUND] DURATION (msecs) = 25610 - DIALOG TERMINATED. Reason: Q.850;cause=16
Line 3768: 3083690: 10.180.245.43: Sep 12 2014 12:21:11.293 -0700: %CVP_8_5_SIP-7-CALL: {Thrd=DIALOG_CALLBACK.6} Sending BUS MSG:>>HEADERS: (JMSType)=MsgBus:CALL_STATE_EVENT (JMSDestination)=Topic(CVP.SIP.CC.EVENT) (JMSTimestamp)=1410549671293 >>BODY: callguid=CBCCDD8539E811E4A3E2CCEF48565980 RouterCallKey=6472 RouterCallKeySent=true causecode=1 timezone=America/Los_Angeles RouterCallKeySequenceNumber=0 version=CVP_8_5 labeltype=1 RouterCallKeyDay=151099 calldate=Fri Sep 12 12:21:11 PDT 2014 label=190376 localOffset=-420 eventid=6 calllegid=CC65CE04-39E811E4-87DFD7D1-64B198F2 >>STATE: isTabular=false isWriteable=true cursor=-1
The first Termination message came on the INBOUND leg which is the PSTN. That means, PSTN side disconnected the call first.
Hope this helps.
Abu

Since i update my iPhone 5 with IOS 7.0.2, I start to have serious problems to call or receive calls from other telephones: is not possible to open the call at the first try. Somebody have the same problem?

Since i update my iPhone 5 with IOS 7.0.2, I start to have serious problems to call or receive calls from other telephones: is not possible to open the call at the first try. Somebody have the same problem?

Try
Reset: Hold down the Sleep/Wake button and the Home button at the same time for at least ten seconds, until the Apple logo appears. Note: You will not lose any data

Caller doesn't hear a ring back if the call is ringing on agent phone

Hi team,
can anybody help me? Here in Germany there are a lot of customers that don't understand why the caller doesn't hear a ring back when the call is ringing on agent phone for instance with UCCX 8. I read some discussions here for that issue but the only solution for that should be to change the MOH on CUCM. This is not a very good solution when the call in queue is set to hold he will hear the ring back tone in the queue as well :-(
Has anybody another solution for that issue???
All the discussion I've read was for IPCC version 4 or so. Is there another solution for this issue in version 8.x
In one discussion I found the following solution:
Yes, To resolve this issue,Set up a Send H225 User Info Message service parameter for Cisco CallManager service in CallManager. Perform the following steps:
In Cisco CallManager Administration, select Service > Service Parameter.
Select the correct server from the drop-down list.
Set the service to Cisco CallManager.
In the Send H225 User Info Message field, under the Cluster Wide Parameters (Device - H323) section, select H225 Info for Ring Back.
Reset the H.323 voice gateway.
After completing this procedure, the caller hears ring back when the agent phone is ringing.
Does it realy work?
Need you help!
Thanks in advance.
Tobias

Hi Tobais
you right one of the solutions is to change the MOH to the ring back one
however there are two types of MOH that you need to select
use MOH is the music to be played while the call on hold/ in queue
use Network MOH which is the oneyou need to change to the ring back MOH source file so when the call get transferred to an agent ring back MOH will be played
these options under the CTI ports in UCCX
also you can search the forum here and there are many discussions about this topic
HTH
if helpful Rate

Need help in modifying the Calls by the Telemarketing agent

Hi Group,
I am facing issues while updating the calls using the Function module 'CRM_CLM_CALL_MODIFY'.
the business requirement is as under:
- a program needs to be built which will take the calls from all the Call lists from the Current week and has to update these
calls by using by a certain field called 'CALL_RESULT' of the Sturucture 'CRMS_CLM_CALL'.
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In the CRM system also, there is no sign of this Function module being used and in the SAP Market place also I could not get a proper answer/notes to this query.
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Hi Group,
This can be resolved by creating the Implicit enhancement and adding the required functionality.
Regards,
Vishnu.

What should be done in UCCX for routing a call to a specific agent in a resource group ?

Hi guys,
I have yet another issue which is currently being faced by me the issue is that I have a UCCX 8.5, CUCM 8.5 and user tells that when dialling a particular extension a call needs to get routed to a specific group of agents and specifies that it should land to a particular agent first if the agent is not free it should land to any other agent in that specific skill group. But i also see that the particular DN is mapped to an clientname in UCCX this i confirmed by checking the clientname.xml file in UCCX. Now my question what actions are need to be taken to
1. when the DN is dialled after dialling the TFN the particular agent should get the call if the agent is available. (All agents are using Extension Mobility).
2. If the agent is not available the call should be routed to any other agent in the same resource group.

If using resource groups (as opposed to skills-based routing) you would modify the CSQ to use a Linear selection criteria. Following that you just order the resources with the most-preferred resource being at the top of the list.

The call was cancelled by the caller before the remote party answered

Hi,
We have a Lync 2010 Enterprise deployment in a single site with 2 FE and Mediation Server collocated.
When dialling a number from a PSTN phone the call gets routed via our PBX/PBX Gateway/Mediation Server/FE Server to the desktop Lync client successfully.
As soon as the user answers the call with the Lync client the call 'hangs' and terminates without hearing anything on either side.
The snooper logs show:
Error:
SIP/2.0 487 Request Terminated
Partial Content:
User-Agent: UCCAPI/4.0.7577.4398 OC/4.0.7577.4398 (Microsoft Lync 2010)
Ms-client-diagnostics: 52092;reason="The call was cancelled by the caller before the remote party answered"
Content-Length: 0
Please help?
Vinkie

What kind of gateway are you using to connect to your PBX and how? What is your media set to? G.711 μ-law or a-law? I'd check media settings there as a starting point.
Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question please click "Mark As Answer".

The Response Group application was unable to transfer the call to the configured destination and no fallback exists

Hey,
I get this error message when calling into an unassigned number which redirects to a response group:
From user URI:
sip:[email protected];gruu;opaque=srvr:Microsoft.Rtc.Applications.Acd:RS6nRGV9DlmpNsLtmz5qeQAA
To user URI:
0220198611;phone-context=DefaultProfile
From user agent:
RTCC/4.0.0.0 Response_Group_Service Announcement_Service
Diagnostic header:
26005; reason="The Response Group application was unable to transfer the call to the configured destination and no fallback exists."
Interestingly "To user URI: 0220198611;phone-context=DefaultProfile" is the number off the caller not the destination. I wonder is this a bug? So is the response group trying to transfer to this number and failing because of course it doesnt exist?
As you can see the below the number I am calling is not 0220198611:
From phone number: 0220198611;phone-context=DefaultProfile
To phone number: +6493760053 From mediation server: onzlyncfe1.domain.co.nz To mediation server: From gateway: 192.168.100.70
To gateway:
Disconnected by: +6493760053
Does the calling party's number have to be normalised? If so how can I do this because the global normailisation rules dont seem to apply
in this situation. These rules do work when when calling into a users DDI.
Also to be clear....
+6493760053 is an unassigned number which is setup to redirect to a response group.
If I assign +6493760053 to a user then it works.
Additionally this works perfectly when the gateway sends the call to our legacy 2007r2 mediation server then on to Lync. If the gateway sends the call directly to the co-located Lync mediation server I get the error described.
I hope I make sense. If you are confused let me know :)
Help is appreciated.
Thanks,
Andrew

Hi ANdrew
Kindly advise how you transfered the unassigned numbers to a specific user, i used the below command but it failled, the message displayed but the call never routed:
New-CsAnnouncement -Parent service:ApplicationServer:LyncFE.squareone.local -Name "SQ unassigned number announcement" -TextToSpeechPrompt "You entered an invalid extinsion you will be forwarded to the operator" -Language "en-US" -TargetUri "sip:[email protected];user=phone"
While [email protected] is the sip uri in my lync for the operator
could you advise what is my issue?

I can only make the call on the third try, I can not hear the ringer

I can only make the call on the third try, I can not hear the ringer

Hi stig68,
If you are having grouping issues with compilation albums in iTunes, you may find the following article helpful:
Apple Support: Why aren't songs with the same album art grouped together?
http://support.apple.com/kb/TS1468
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Just recently, I have encountered a problem with my iPhone. When someone calls, I can clearly hear the caller, but the caler canno hear me speak. Sometimes the problem goe off and works properly, b most of the times, I am facing this problem.

Just recently, I have encountered a problem with my iPhone. When someone calls, I can clearly hear the caller, but the caller cannot hear me speak. Sometimes the problem is nt there and works properly, but most of the times, I am facing this problem. I have tried plugging in the earphone and speak, but its the same.... can anyone advse what may be the problem?

iphone 4g have this problem
first solution :change the flex micro
second solution : ic audio must reballed
also watch video
http://www.youtube.com/watch?v=C-n1LJEK3PM
http://www.youtube.com/watch?v=prSZ9yJnofY
http://www.youtube.com/watch?v=tkEiR6OPhhc

[svn] 3526: The call to the TestNG task in the configuration test framework had haltOnFailure set to true which is not what we want .

Revision: 3526
Author: [email protected]
Date: 2008-10-08 14:21:40 -0700 (Wed, 08 Oct 2008)
Log Message:
The call to the TestNG task in the configuration test framework had haltOnFailure set to true which is not what we want. Failures will get logged to the database at which point we can review them.
Also fix a failing test.
Modified Paths:
blazeds/trunk/qa/apps/qa-regress/testsuites/config/build.xml
blazeds/trunk/qa/apps/qa-regress/testsuites/config/tests/messagingService/jms/NoJNDINameT est/error.txt
blazeds/trunk/qa/apps/qa-regress/testsuites/config/tests/messagingService/jms/NoJNDINameT est/services-config.xml

I have a standard Ant build script for signing a jar file. I import it into my master Ant build files with
<import file="Sign.xml"/>
and then in my master Ant script I setup the name of the jar file e.g.
<property name="jar-file" value="${fun}/FunApplet.jar"/>
and then invoke a target
<target name="sign-jar" depends="jar, sign">
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Since this target (sign-jar) depends on target 'jar' and target 'sign' it executes the 'jar' target and then the 'sign' target that is contained in Sign.xml.

Where is the Call to the Remote Header Portlet

I am running into some issues and will really appreciate if any one can provide some information about the issue.
We have a portlet ready navigation in our portal (6.1 MP1) and we have a custom header portlet ( Remote portlet , sitting on our portlet server). Once in a while the header portlet will disappear ( possible reasong, invalid response from remote portlet server, the web service times out.) in these events , We want to display soem fake HTML with error message on it.
I am trying to find the actual call to the header portlet in the UI customization code but not able to find. I can get to the calls for the other type of portelt (Narrow, Wide portelts) in the "PortalContent View" But that View doesn't have calls for the header portelt.
I will really appreciate if someone can provide some pointers on how to look for that call and what code to customize.
thanks
Manoj

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return null;
return ((HTMLElementCollection) (((NavigationModelTempData) GetTempData()).m_headerCollection));
This is the code available in the NaviationModel.GetHeaderElement, What do you recommend for this kind of customization, How can i get the get the content of the header portlet and at the semtime find out if the webservice has timed out.
Thanks For responding to my post

My iphone donot appear the name of the caller although the caller name saved on my mobile

my iphone donot appear the name of the caller although the caller name saved on my mobile
if i save any number with its name.......when its number call me the name donot appear

Hello waleed101,
I would recommend force closing all open apps on your iPhone, then restarting.
iOS: Understanding multitasking
http://support.apple.com/kb/HT4211
iPhone, iPad, iPod touch: Turning off and on (restarting) and resetting
http://support.apple.com/kb/HT1430
Cheers,
Allen

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Any idea how to declined the call while the screen is locked

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I have an iPhone 6. For the first two weeks my bluetooth worked fine but then started having issues. Now, although it shows that it is connected to Bluetooth, I can't hear any of the calls. The radio continues to play. Please help!

I have an iPhone 6. For the first two weeks my bluetooth worked fine but then started having issues. Now, although it shows that it is connected to Bluetooth, I can't hear any of the calls. The radio continues to play. Please help!

Hello there, Srushevics.
It sounds like you may be having issues with the connectivity of your iPhone with the Bluetooth in your vehicle. The following Knowledge Base article offers up some great steps for troubleshooting that Bluetooth connectivity with your iOS device:
If you can’t use a Bluetooth accessory or car kit
To resolve the issue, you'll need to first sign in to iCloud and review your devices:
Sign in to iCloud on your iOS devices and Macs with OS X Yosemite (available this fall).
On one of your devices, tap Settings > Bluetooth and look under My Devices. You'll see all devices that are connected to Bluetooth, but make sure that you see your Apple devices that are signed in to iCloud and are using iOS 8 or OS X Yosemite.
Sign out of your iCloud account from any devices that you don't want to use. To sign out of iCloud on an iOS device, tap Settings > iCloud > Sign Out.
Then, remove any inactive devices from iCloud:
Sign in to iCloud.com.
Select Find My iPhone.
Select any devices that aren't active anymore.
Wait for Find My iPhone to stop trying to find the inactive device.
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After following the steps above, restart the device with the issue. Then try to use it with your Bluetooth accessory.
Thanks for reaching out to Apple Support Communities.
Cheers,
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Routing the call to the same Agent

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