TTS for UCCX 9 or 8.5

Hello people!!
We are trying to contact Nuance for TTS, so far we have not had any return of Nuance, tried several times chat / email / web form ...
Someone actually managed adiquirir product? If possible orient how we can contact them ...
Or is there some other TTS compatible with UCCX 9 that you are using.
Att,
Roberto Jr

That's unfortunate you are having a hard time contacting Nuance. I would think they would want your business.
The compatibility guide lists which vendors and which of their products are supported:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Here are the two links Cisco provides us for contacting/learning more about the vendors:
Cisco Unified CCX Voice Browser (using VoiceXML), automatic speech recognition (ASR), and text-to-speech (TTS) best practices. For specific information on these topics, refer to the Nuance Communications Inc. website at http://www.nuance.com or the IBM Websphere Voice server web page at http://www-306.ibm.com/software/pervasive/voice_server/
Source: UCCX SRND, Preface, Scope
Anthony Holloway
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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.
/* Style Definitions */
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{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin:0cm;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
mso-fareast-theme-font:minor-fareast;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;}
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) {
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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

Is there a way to have TTS for multiple click boxes on same slide?

Hi all,
Using v.7 and Win 7 here. Have a project where I am using Paul's Text-to-speech TTS voice. So far so good. I need to build an interactive slide with mulitple click boxes so the learner can gauge where they are at in the projects progress. Is there a way to use TTS for these mulitple click boxes on the same slide? I see that you can import audio as an MP3 or .wav file but don't know how you would generate the TTS and save it seperately so it could be imported.
Thanks for the help

Just generate the TTS on a separate slide and then assign the audio file created in the LIbrary to whatever object you need.

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

TTS for Russian and Romanian languages in UCCX

Hi,
I want the text to speach feature for Russian and Romanian languages i dont have any seperate TTS server for this feature in my contact center setup.
how can i used grammar to acheive this. or there is another way to acheive it.
Regards,
Veer Pratap

Don't cross post! Pick a forum and post in it! Read http://forum.java.sun.com/thread.jsp?forum=31&thread=271751

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

TTS for UCCX 9 or 8.5

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