RTGD for UCCX 7.x

customer was to show some real time stats in a RTGD format "wall board" such as call in queue etc...

If you want something basic but free check out the "Free of charge wallboard 2.4" post further down the page.
If you want something commercial check out the following options:
http://www.checkmate.com/contact-center-dashboards/
http://www.inovasolutions.com/call-center-reporting/displays/cisco-ucc-express.htm
http://www.vsr2.com/Wallboard.html
Please rate if helpful.

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Custom reporting for UCCX 7

Hello there,
I am looking for easier ways to generate custom reports for UCCX 7, I am asking incase I go away an spend heaps of time programming stored procedures and crytal reports if there is a report pack out there or some documentation to make it a bit easier.
Our call center team leader is asking for reports to be written for the system or modification of existing reports as the ones included are either too crowded with information or do not display what we actually want.
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As an example, there is a report called ‘Agent Not Ready Reason Code Summary Report’, this report lists some not ready codes such as 32756 etc.. (i.e. Pre-defined system codes), however we want to list our own not ready codes as well as remove some of the system ones from the report as we don’t really want them there.
Another example is the Agent state details report, one of the columns is 'Reason Code', this is fine, however it would be nice to have a summary at the end of the report for a total count of each not ready code (with the not ready code name not just the code).
Is there anyone out there who has written/customised reports for UCCX or know where I can find some more documentation? I have searched around but not found anything, Cisco TAC have said that they only deal with the connection of Crystal Reports to UCCX, the coding itself and help with regards to that you are basically on your own with.
Thanks

Hi
There are other ways of reporting, but you are still on your own with it unless you find someone who writes a package. I'm not aware of any...
Re your specific queries though:
‘Agent Not Ready Reason Code Summary Report’ - when running the report, you can go to the 'detailed' tab, and on that tab you can select 'Reason Code' as a filter and pick the codes you are interested in.
Also that same report shows the summary (i.e. totals) of the time in those reason codes doesn't it? So that's what you wanted to see on the other report?
Final point (and this is a common one that comes up) is that for some reason the 'reason' codes only appear as numbers in the DB. There are no lookup tables where you can link them to names for reporting. This basically means the best you can do is to edit the Crystal templates so that the static table listing the codes at the top of the report has the codes you have configured. Obviously this isn't dynamic, but it is easy as far as Crystal goes...
Hope this helps
Aaron
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Span-Based Monitor of IPPA Agents at remote site for UCCX 9X

I understand to be able to monitor/record agents using IPPA (for UCCX), you need to utilize Span-based monitoring as opposed to Desktop Monitoring. According to the SRND, it also states that there should be no routing devices between agent phone (IPPA) and UCCX server which means no routers in between. Question I have is if I put the failover UCCX at the same location as the IPPA agents, would this work? I understand there might be an issue with redundancy with this scenario. Thoughts?

It is possible without QM. When using desktop monitoring, the phone is configured to Span to PC port. The agent must be running CAD and the PC running it must be attached to the PC port on the phone. CAD sees the spanned packets from the phone and then forwards them to the recording service on the CCX server. The big gotcha is that the NIC in the PC must not discard 802.1q-tagged packets. If the NIC discards them instead of forwarding them into the NDIS stack, CAD will never see them. Sometimes this takes a Google search and a registry setting change to fix if it doesn't work at first.

How to see programming Code for UCCX Script

Hi All,
How can I see the programming Code for UCCX Script? I have a script and want to see its Code , something like :
int sum = 0;
boolean alternate = false;
boolean isValid = false;
try {
int i = 0;
for (i = ccnumber.length() - 1; i >= 0; i--) {
int n = Integer.parseInt(ccnumber.substring(i, i + 1));
if (alternate) {
   n = n * 2;
   if (n > 9) {
    n = (n % 10) + 1;
sum += n;
alternate = !alternate;
isValid = (sum % 10 == 0);
} catch (Exception e) {
return -1;
return (isValid == true ? 1 : 0);
thanks,
Hamed

You're not going to find code per se, unless you have some java class you wrote and then you would only see the code if you had the source java file. The script is the only interface you get for "code".
david

Cisco Provided OS Patches for UCCX 7.0

I am getting ready to install UCCX 7.0 and patch it up (OS Disks are 2003.1.5) but for the life of me I can't find any OS patches under this area of the downloads section. I can find a lot of UCCX patches but nothing on the OS. Knowing that UCCM (CallManager) was windows based up until release 4.3 I went over there and found OS patches there. My question is this: Is there any functional difference between the MCS patches for UCCM 4.3 and any that might be elsewhere for UCCX? I would prefer to stay with the correct MCS OS patch if there is one but honestly it makes sense that it wouldn't be.
Opinions?

Hello,
5 point for You Aaron, this is completely correct the patches for the OS are the same. I dont know why they are under the CUCM and not under UCCX.
HTH
Please rate this post if was helpful
Walter Solano
Cisco UCCX Specialist

Wall Boards for UCCX 7.0

Any recommendations for a Wall Board for UCCX 7.0?

To avoid compatibility issues please check the compatibility guide. TAC will not be able to assist with wallboard issues that fall outside the compatibility of the CCX environment.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Hope this helps.
Mike

JTDS version for UCCX 9.0?

What is the recommended/supported version of JTDS for UCCX 9.0? I have used 1.2.5 successfully with 8.5.1, but I see recently released version of 1.2.6, 1.2.7, and 1.3.0. Anybody have any expereience with the newer JTDS versions?

Hi,
stick to 1.2.5 - it has been around for some time, I used in in several Grails/Java applications and it performed very well. 1.2.6 came out a couple of months ago, I tried it, and it caused a deadlock when used in a multithreaded environment. I did not have the chance to test 1.2.7 and 1.3.0 yet but I guess they released it because of a serious issue in 1.2.6.
Your experience may differ, though.
G.

Need License Demo for UCCX 10.0

Hello,
I am testing the upgrade of Call Manager and UCCX form version 7.x to 10.x
for Call Manager it give 60 days for Demo, but I can't found the license Demo for UCCX 10.0?
there is any body have the license demo file "Uccx ccx100_pre_demo.lic"?
Thanks a lot for advanced,
Best Regards,
Omar

demo license will be there in ISO file you are trying to upgrade.
there will be folder called demo license, you can explore iso with tool like power iso and extrect the license folder from there.
regards
Chintan

Demo license for UCCX

Hey avery body
I want to get a demo license for uccx, How I can do ??
Best Regards

Demo licenses are included in the DVD or ISO of UCCX. You can find them in the \DemoLicense\ folder. There are four demo licenses. STD, ENH, PRE, and IPIVR.
If you have an ISO image, you can extract the licenses with archiving software like 7zip or WinRAR.
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/installation/guide/UCCX_BK_U096815B_00_uccx-install-and-upgrade/UCCX_BK_U096815B_00_uccx-install-and-upgrade_appendix_0111.html#UCCX_RF_D8D637D0_00

Creating new fields for UCCX 9.0 CUIC

I am tryin to create a Contact Service Activity report for a customer and I have 2 problems.
1st I have created a new field which I want to show the number of calls handled outsite of the Service Level.
The formula I have created is SUM(${calls_handled})-SUM(${handle_sl_met}) this works fine for the totals, however I am getting the overall totals on every Service line . Within Edit Properties i have just put in (${calls_handled})-(${handle_sl_met}) thinking that would sort the individual service lines, however it is still showing the overall total number!
The 2nd problem I have is that I want to run the same report so that it show multiple day summaries for each service.
Date        Serv         Off     Hand    Abnd
3rd Oct Cust Serv    25         23       2
3rd Oct Acounts      15         12       3
4th Oct Cust Serv    32         29       3
4th Oct Acounts      27         26       1
When I run the report for start time 3/10/2013 to 4/10/2013 for entire range - grouping by start time - summarising daily.
it show as follow
Date        Serv         Off     Hand    Abnd
3rd Oct Cust Serv    57         52       5
3rd Oct Acounts      42         38       4
Has anyone done this if so can you advise as it is now extremely urgent.
Thanks Sarah

Hi,
from the UCCX 9.0(1) SRND:
Cisco Unified Intelligence Center is the web-based reporting platform that is packaged as part of the Cisco Unified CCX 9.0(1).
Regardless of license level (Premium, Enhanced or Standard), CUIC is there, on the same server.
Not sure if you can install it or move it to a separate server - I guess the answer is no.
About the licenses: you'll have to decide whether you'll be able to use the full feature set (if you need HTTP applications, Databases, custom Java classes, then go Premium), or not (then it's either Enhanced or Standard). Again, CUIC will be there, with unlimited users.
About HA - if you mean High Availability, UCCX supports that, out of the box, it's actually an active-inactive server pair. You'll need a separate license for that, too, as far as I know.
Good alternatives to CUIC: personally, I prefer BIRT. But there's a long list of reporting platforms. Some SQL knowledge is a plus.
Hint: the SRND is a great way to start. The amount of information there might be overwhelming, but all the details are supposed to be there.
G.
Message was edited by: Gergely Szabo
A list can't be wide.

CUIC for UCCX 9.0(2)

Hi,
my customer is interesting to a solution that generates custom graphs, reports and dashboard about a small contact center (6 agents)
I read:
"... Unified Intelligence Center is also shipped co-resident with Unified Contact Center Express application. ... "
I don't understand.
Can I install it on the same server where there is UCCX 9.0.2 or on a different server?
What licenses do I need?
My customer asks application HA (no vmware)
There are good alternatives to the Cuic ?
Thanks
Cristina

Hi,
from the UCCX 9.0(1) SRND:
Cisco Unified Intelligence Center is the web-based reporting platform that is packaged as part of the Cisco Unified CCX 9.0(1).
Regardless of license level (Premium, Enhanced or Standard), CUIC is there, on the same server.
Not sure if you can install it or move it to a separate server - I guess the answer is no.
About the licenses: you'll have to decide whether you'll be able to use the full feature set (if you need HTTP applications, Databases, custom Java classes, then go Premium), or not (then it's either Enhanced or Standard). Again, CUIC will be there, with unlimited users.
About HA - if you mean High Availability, UCCX supports that, out of the box, it's actually an active-inactive server pair. You'll need a separate license for that, too, as far as I know.
Good alternatives to CUIC: personally, I prefer BIRT. But there's a long list of reporting platforms. Some SQL knowledge is a plus.
Hint: the SRND is a great way to start. The amount of information there might be overwhelming, but all the details are supposed to be there.
G.
Message was edited by: Gergely Szabo
A list can't be wide.

Handling DST in SQL Query for UCCX Custom Report

We wrote all custom reports for one of the call centers using our UCCX deployment. One problem we see we will hit in the future is DST. We suggested they use UTC but they wanted to see the call data based off of EST timezone. Right now we are okay because we use -5 to get the correct data but come March we are wondering how to address the issue. What options do we have? How are other people handling DST with the SQL queries for custom reporting? I see that the HR client will determine this based off of the local computer time then gives you the option to use UTC. We have all of our queries in an Excel document that the customer just needs to open and select Refresh All to update their data.
Thanks

"case-when" statements are evaluated in order.
so you must do something like this:
SELECT
CASE WHEN <is not number>THEN 'N'
CASE WHEN <is greater than 0>THEN 'Y'
Now "<is greater than 0>" will always have number for input, can't get "not number" error there.
See this thread:
Re: regular expression: integer is between N..M
Edited by: CharlesRoos on May 27, 2010 5:03 AM

BARS sizing for UCCX 7

Can anyone provide the methodology to determine how much disk space to reserve for the BARS tar files?
Thanks,
Terry

Hi,
In UCCX 7 we have an inbuilt tool to take backup and hence specifically we dont install BARS on it.
Regarding the disc space for TAR files it depends upon the size of database.
If you have enabled the automatic recording feature then the tar file will keep growing depending upon the size of C:\Program Files\Cisco\Desktop_Audio folder on UCCX.
So whatever space you allocate you need to monitor it to avoid the out of disk space issues.
If you are not using automatic recording then you can take a backup and check the size of the tar file lets say its 2 gig.
Now in backup tool you can run schedule backup and there you set the preserve tar file option lets say you set it to preserve last 3 tar files then the system will overwrite the fourth backup file and you need max of 6 gig space(ideally)
But again i say the size depends on the size of the database and you need to monitor the disk space.
I have given you a small logic above using which you can allocate the disk space.
Regards
Rajiv

Reminder for UCCX agent desktop

Hi There
We are using uccx 7 and got some requirement to have a reminder pop up when the agent is not ready to remind them that they need to change their status to Ready.
Our agents are not just sitting in the chair and waiting for the incoming call, they have to move to other area to do some other stuff sometimes, but during that time they may get incoming call and their agent status was changed to Not Ready, when they came back to the desk they just simply forgot to change the status back, is there any way that we can have a pop up window to remind them?
In the Cisco Desktop Administrator, I can configure the popup window under Voice Contact Work Flows when the called number match the trigger, but there is no way I can add the condition that it only happen when the agent is not ready; In the Agent Management Work Flows, I can have the popup window when agent is not ready, but it is not what we want, it popup whenever the agent's status changed to Not Ready.
Maybe there is a way in the script that when there is incoming call, it check the "Not Ready" agents and send the popup window to those agents, but I am not sure how to do it.
Can anyone kindly give me some hint for this?
Cheers

As you can probably see reading this thread, there is no easy, built-in way to handle this. I think the Cisco approved way, would be to leverage the Wrap up time, and force them into the Ready state, as oppose to warning them.
I have one other method to throw into the mix, and your experience with it may be different from the next person's; so please test this out first before deploying it all over the place.
If you have MS Office installed on the CAD PC, you can actually leverage a feature out of the MS Word COM Object to view a list of running Window Titles, and since CAD puts the state of the Agent in the Window title, this works.
You will need to copy and paste the below code into a notepad document, and then save as "All Files" and name it something like "monitor.vbs".
'=============================================================================='=='=='=='=='=='== This script will attempt to monitor the CAD title window and keep track'== of how long the state is Not Ready, then alert the user once a threshold'== is exceeded. The user can press OK to go ready or Cancel to stay Not Ready.'=='== Microsoft Word Required.'=='== Author=Anthony Holloway'== [email protected]'=='== Last Update=04 AUG 2009'=='== User defined variables'=========================' The StateThreshold is in seconds, and sets a limit to how long the Agent' state can be "Not Ready"Const StateThreshold = 600' The AlertMessage is displayed to the user; keep it short and sweet.Const AlertMessage = "You are currently in a Not Ready state."' The AlertTitle is displayed as the alerts title barConst AlertTitle = "Cisco Agent Desktop"'==============================================================================Set oMicrosoftWord = CreateObject("Word.Application")Set cRunningApplications = oMicrosoftWord.TasksSet oShell = CreateObject("WScript.Shell")iCounter = 0sCADNotreadyTitle = "Not Ready - Cisco Agent Desktop"' Loop foreverDo While True ' Does the CAD title contain "Not Ready"? If cRunningApplications.Exists(sCADNotReadyTitle) Then ' Yes, Has the state exceeded the threshold? If iCounter >= StateThreshold Then ' Yes, Alert the user iUserChoice = MsgBox(AlertMessage & vbCrLf & "Press OK to go Ready", vbOKCancel + vbExclamation + vbDefaultButton2, AlertTitle) If iUserChoice = vbOK Then oShell.AppActivate sCADNotreadyTitle WScript.Sleep 500 oShell.SendKeys "^w" End If ' Reset the counter iCounter = 0 Else ' No, Increment the counter iCounter = iCounter + 1 End If Else ' Yes, Clear the counter iCounter = 0 End If ' Pause 1 second before checking again WScript.Sleep 1000Loop
Then you will need to start it by one of several ways. One way is to place it into the startup folder of the windows PC. Another way is to have it launch via CDA Run External Application on CAD Startup. It just runs in the background all the time, monitoring the title of the CAD window.
Anthony Holloway
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"Service Level" defined for UCCX v8.5

One of my Service Desk Chief's are asking how Service Level is DEFINED. From the UCCX Administration Guide it states that Service Level is "the target maximum number of seconds a call is queued before it is connected to an agent". IF we are reading this correctly then the calculation DOES NOT START until after it is placed into the appropriate CSQ (since this is where the metric is located, would make sense). IF that be the case, then the time from when the call first enters the IVR/menu of the UCCX until the caller selects the appropriate option/CSQ is NOT counted in this time?
Therefore, only the time from whence the caller enters the CSQ wait until the time the call is presented to a Service Desk agent is counted (in seconds).
Please let me know if this is correct?
Thanks!
George Y

Hi,
yes, it's correct. The Service Level timer is started when the call enters the CSQ.
There's a number of resources discussing various aspects of call center metrics, but the key is: the time the customer spends listening to the IVR menu and choosing what to do is the customer's time, this cannot be influenced by the call center configuration. What can be influenced is the time the customer spends in the queue (starting from the moment the customer makes up his/her mind and chooses an IVR option to the point the agent picks up the phone, or the customer hangs up).
This is the reason why the Service Level calculation takes only the number of seconds spent in the queue.
Check out the Historical Reporting Guide for your UCCX version for more details about the other columns.
G.

RTGD for UCCX 7.x

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