UCCE 7.5 Skill group expansion

I have an issue where
I want to queue to a skill group for say 5 mins and then expand it to another skill group or groups. What is the best way to do this?
My thoughts:
1) add skill group to initial queue to node with a consider if statement
2) add an if statement after the initial queue to node?
Other options or opinions?

1. Will not work assuming this if the first queue to SG node it sees. So you just queue the call.
2. This will work assuming you have the check in the right place. For example, to check after 30 seconds of music on hold.
david

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Export Skill Group Members list for UCCE 8.5

Hello,
We are working with UCCE 8.5 and will be making some major bulk skill group changes. We are looking to do the following:
-Export a list of the members of specific skill groups so that we can revert to original skilling if necessary.
-Bulk editing the members of specific skill groups. The current method of adding/removing skills via Agent Explorer or Skill Group Explorer will not be scalable in the future.
I've tried a variety of SQL queries and manipulation of the Bulk Insert/Edit tools, but have not come up with a solution yet and am hitting my head against the desk at this point. Any direction or advice is appreciated. Thanks!

Hi,
exporting is easy with SQL. The simplest query may be:
USE [icmInstance]_awdb
GO
SELECT
ag.*, sg.*
FROM Skill_Group_Member sgm
LEFT OUTER JOIN Agent ag ON sgm.AgentSkillTargetID = ag.SkillTargetID
LEFT OUTER JOIN Skill_Group sg ON sgm.SkillGroupSkillTargetID = sg.SkillTargetID
The Database Schema docs contain all the necessary info:
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_technical_reference_list.html
Bulk editing: this is what the various "Bulk edit" options are within ICM Configuration Manager. Yes, that's it.
Before you start experimenting with writing into the configuration tables: that's an excellent way of losing Cisco's support. And no, there's no public configuration API available.
G.

UCCE - Default Skill Group Clarification

Looking for clarification on which stats track against an agent's default skill group - ucce 9.1. Specifically, in which circumstances would calls offered/answered be incremented against the default skill group?
The scenario is an agent with 2 lines - 1 DID and one not. The agent states that he logs in using the non-DID line and that no calls were placed/received on the DID line. Grain of salt. Occasionally, there will be a single offered and answered call on a skillgroup report against the default skill group -- and not just for this one agent -- it's happened with a couple of agents. It's my understanding that if an agent manually places an outbound call, it'll be tracked against the default sg, but when would an inbound call hit that sg?
I've made some tests (transferred call to either line, inbound call to the DID line, etc) but haven't been able to make any test call hit the default sg. Any ideas?
thanks,
will

Will,
Offered/Handled should only occur for calls delivered by call center. The a few ways I can think of to deliver a call center call to a default skill group (without selecting the skill group):
Queue to Agent node
Select node followed by Agent node
Agent to Agent node
Label node, routed to extension that the Agent is logged into
That said, I think 1-3 are likely the only options that will increment Offered/Handled.
-Jameson

UCCE 7.5.10 - Modify Agent Skill Groups via Database instead of Config or Re-Skill tool?

Background - We would like to bulk modify agent skill groups on a weekly basis, but have over 400 agents, 3 teams and over 5 skill groups per agent. We are hoping to build a query to modify the tables required to skill an agent properly. We would problably use a .csv file from our fiance dept. to determine skill groups per agent.
Has anyone been successful or know what tables must be updated/inserted to change an agent's skill groups? Is there a hack/workaround to do it using POST/URL in the Cisco Reskill Tool?
Thanks,
Ray Khan

It is about time for Cisco to realize that this is something that their biggest contact center competitor, Avaya offers as a standard feature, out of the box (I'm sure they know it without me pointing it out). This is "old" technology for Avaya.
We are doing this now in our Avaya contact center with a VB Script and scheduled tasks in Windows. Needless to say, it didn't take a developer to set it up. The scheduled tasks run twice per day to "reset" the agents' skills to pre-determined default values. This allows us the spend less time worrying about intraday skill changes, and whether or not any additional skills were removed from an agent's profile. We know that they'll be changed back twice per day.
We essentially have three different configurations based on time of day and day of week: Monday through Friday, 6:00am to 6:00 pm (Business Hours); Saturday and Sunday 6:00am to 6:00pm (Weekend Daytime); and Sunday through Saturday, 6:00pm to 6:00am (Overnights). We would have to have three UCCX skills with time of day routing to every one Avaya skill achieve this in UCCX.
Also, this capability enables us to re-skill our entire call center, or any subset thereof to a predetermined skill-set with a single mouse click.
I'd love to see Cisco allow and support this or similar functionality.
Sent from Cisco Technical Support iPhone App

UCCE 7.2 Missing Skill Groups in Supervisor Work Flow Setup

Hi, one of our customers reported that when they try to configure a Work Flow for their supervisors in Supervisor Desktop, there are Skill Groups missing from the Available Skill Group List.
I've tried to figure out what might cause this, and the only thing I've found that is different between the visible Skill Groups and the missing ones is that in Desktop Administrator => Personnel Configuration => Teams I can see that the missing Skill Groups don't have any Skills listed in Selected Skills under the Skills tab.
I've tried to find out where in ICM I can add the Skills, as the documentation says it's configured there, but I haven't had any luck so far.
Anyone have any helpful tips please?

Hi
From the problem description I understand that you are seeing "available Skill groups" empty while trying to add a new work flow through CSD.
This is a known defect with 5.x version which has not been fixed yet
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCth04959
In 7.x this issue is not seen
Hope this helps
Regards
Anuj

Skill Group Name is not coming on Cisco CTI Tool Kit real time status

Hi,
I have UCCE 9.0.3 in my environment but when supervisor is monitoring agent state on CTI Toolkit Team Real Time Status we are not able to see Skill Group name.
For your reference I have enclosed screen shot of that.

Hi,
first, read this document: Recommended Tracing Levels for Troubleshooting IPCC Issues. Apply the recommended trace levels to the following services:
CTI OS Server
CTI Server
But first take note of the original values (so you can switch back to normal tracing).
Dump the logs for both the above services: How to Use the Dumplog Utility.
For instance: dumplog ctisvr /hr 1 /of c:\temp\ctisvr.log
Post the logs to here.
G.

Group expansion error

there seems to be a group expansion issue for the users moved from OCS to Lync. the OCS users are unaffected ! The error is as follows.
Test-CsGroupExpansion : There is no test user assigned for [southlync.contoso.com]. Verify test user configuration.
At line:1 char:1 + Test-CsGroupExpansion -TargetFqdn southlync.contoso.com
-GroupEmailAddr ...
+ ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+ CategoryInfo : ResourceUnavailable: (:) [Test-CsGroupExpansion], InvalidOperationException
+ FullyQualifiedErrorId : NotFoundTestUsers,Microsoft.Rtc.Management.SyntheticTransactions.TestGroupExpansionCmdlet

When i check the Lync client configuration information
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MRAS Server;sip:[email protected];gruu;opaque=srvr:MRAS:2MqJkWq2BkyHJuPGCqfFVQAA;Disabled;
GAL Status;https://southintweb.corp.contoso.com:443/abs/handler;Cannot synchronize with the corporate address book. This may be because the proxy server setting in your web browser does not allow access to the address book. If the problem continues, please
contact your support team.;
Focus Factory;sip:[email protected];gruu;opaque=app:conf:focusfactory;--;
Line;;--;
Location Profile;;--;
Call Park Server URI;;--;
Server Address Internal;;--;
Server Address External;;--;
Server SIP URI;[email protected];--;
Exum Enabled;FALSE;--;
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GAL or Server Based Search;GAL search;--;
PC to PC AV Encryption;AV Encryption Enforced;--;
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Line Configured From;Auto Line Configuration;--;
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EWS Internal URL;https://smail.contoso.com/EWS/Exchange.asmx;--;
EWS External URL;https://imail.contoso.com/EWS/exchange.asmx;--;
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Local Log Folder;C:\Users\Administrator\AppData\Local\Microsoft\Office\15.0\Lync\Tracing;--;
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Query Skill Group - Translation Route mapping from Routing Script

Hi,
Is there a way we can query against the individual routing scripts and extract the PSG-TR mapping?
In ICM we can map any particular Peripheral Skill Group (PSG) to a specific Translation Route (TR) defined on the same Peripheral Gateway through ICM routing scripts.
The PSG and TR are both configured through ICM configuration manager and the details are stored in the ICM DB which can be queried against.
However the mapping between the PSG and TR is done through a routing script using Script Editor.
We would like to make an SQL query where we can see PSGs associated to a Translation route on Routing Scripts.
Product: Unified Contact Center Enterprise (UCCE)
Version: 8.5(4)

Hi Gergely - how would you then query this data if you required it? Is there a way to map the PSGs to the Translation routes they are associated to?
Thanks!

Courtesy call Back to a different Skill Group

Am running UCCE 8.5 + CVP 8.5
How does the courtesy call back application gets the value of the skill group it needs to be routed to or the caller has been queued to? Is it possible to make some changes so that when the call back is done the caller should be connected to a different skill group rather than the original one with a higher priority?

Hello,
May i ask why do you want to do that ? the courtesy call back is used so that the call can stay where it is in the queue, the system calculate the Estimated Wait Time (EWT) for this speicific skill group so it can be routed directly to agent, if in case it is routed to another skill group (which i am not sure it can be done) how do you want to go to the same place it enters the queue, it will be as new call ?
If a specific call you need to route to another skill group, i suggest for you not to use the courtesy call back script, just re-route it and raise the priority of the call.
Amer

CUIC-Total Answered Call in Peripheral Skill Group are different with Skill Group Abandon-Answer

Hi UCCE/CUIC Expert,
I have CUIC 9.1(1). Now I am trying to access Cisco Historical Report (Stock).
When I accessed Peripheral Skill Group Historical All Fields, I found total "Answered" are different when I produced using Skill Group Abandon-Answer Distribution Historical.
My question is:
- What kind of call will produce symptom above?
- Is there any miss step in ICM Script so that CUIC will produce this report?
Thanks in advance,
Heribertus

Hi
Some, but not all, Half_Hour tables now have an equivalent Interval table. The Half_Hour tables still appear in the database, but are no longer populated. For CUIC only (and not for WebView) the equivalent Interval tables are populated by either half-hour or fifteen-minute data, based on configuration. WebView uses “half-hour views” to pull 30-minute data from the Interval tables.
While configuring the PG, you will give whether the Reporting interval should for 15 minutes or 30 Minutes, If you have 15 minutes selected then will see 15 minutes Interval in the Agent_Skill_Group_Interval Table.
Regards,
Senthil

Team Skill Group Association

Hello:
I am looking for a point in the right direction with a configuration change. The layout is this, UCCE 8.0(AWHDSDDS/PROGGER) with IP/IVR as a queueing source. They have a CTIOS server running on the PG that's running CAD/CSD. My question is this, I created a new Skill Group in ICM, associated agents amended both the IVR Script and ICM Script. Functionally everything is fine. I just need to find out where I would go to associate this newly created Skill Group to the respective Team that it belongs to. This way when you look under team in CSD, you see the new SG in there.
Thanks in advance for the assistance,
Sean

Hi Sean,
it does not work that way, unfortunately. You assign agent profiles, not skill groups, to teams.
An agent may belong to zero or more skill groups.
An agent may also belong to zero or one team.
Skill groups are groups used when making call routing decisions.
Teams are provided to group agents using a different aspect.
For instance, you may have a skill group named "Support" and "Sales", but you also want to group agents by their geographic location - you can use teams for that.
To sum it up, if you want anything to appear in the context of an agent team, you will have to assign agents to a team.
G.

RoutercallsQnow not displaying in Skill group statics in ctios desktop 9.0

RoutercallsQnow not displaying in Skill group statics in ctios client Desktop.
I reviewed this bug
CSCma08461 but was repaired in version 5.0 and the problem as I have in version 9.0
any recommendations?
Thanks
Ivan

Hi,
what does it mean "not displaying"? What do you see? Zero? NULL? An error message?
Was the CTI OS server restarted recently?
G.

Is there a way to add multiple agents to a skill group at once?

Hi All,
Is there a way to add multiple agents to a skill group at once by using bulk edit or some other means?
I am using ICM 8.0
Thanks in advance.

Hi Piyush,
There is a tricky way of doing it in the config manager. Say for example, if you have 100 agents to be added, rename the agent so that they get listed first while adding to the skill group. This will reduce the effort of searching the agents. You can scroll and select the total number of agents till it is renamed and revert back once added to the skill groups
Hope this helps
Cheers,
Dass
Please rate useful posts

Will Enterprise Skill group allow queuing with interrupt ?

Dear All,
I have a requirement to use three enterprise skill group in a single ICM script.
Customer dials TFN and if agents are in ready state they will take a call.
If no agents were available in both enterprise skill group the call goes to queue(hold music), once agent become available customer call will patched to the agent.
In our case, we have three enterprise skill group with overflow concept assume no agents are available and the call sucessfully goes to queue, and once the agent become available, call was not landing to agent instead of this call gets disconnected after queue prompt was played.
Note: Interruptible was working if we use Queue to skill group and the same was not working if we use enterprise skill group
This was my script
Kindly do let me know the solution for this
Thanks
Srinivasan

David,
Thanks for reply, yes every thing was working as expected. Only interrupting was not working and also queue music was playing only one time.After queue music played the call get disconnected
If i use queue to skill group with the same scenario it was working, pls tell me why the same was not working if i use enterprise skill group..kindly find the below screen shot which is working if i use queue to skill group
Srini...

Queue to skill group node with consider if statement.

Hello,
I have a question on a queue to skill we have set up. There have been complaints that calls have not been able to be answered after the center closes even though they are logging in an agent or two to clean up these calls. Within the queue to skill is consider if statement that says:
IF call center location is open and there is at least one agent logged in, queue the call to this skill group.
This applies to both skills that are in this queue to skill node. What they are saying is that if there are calls queing after the center is closed and they have already passed the consider if statements and are sitting in MOH/queuing, would these consider if statements not allow the call to be delivered to an agent if they log in after the center is closed as they are stating that they will log an agent in and they still can't pick up the call. However, these are agents at 2 different locations on 2 separate PGs so that throws another variable into the mix. Not sure how much of the truth they are telling either....
Also, is there a way to check if the call is queing to both groups or just one? Not sure if there is something in the DB that will tell you this, I know there is a route field in RCD but I'm assuming this will only popluate after a call is handled.
There is also a TOD check that will not allow calls to this queue if it past hours of op built in as well.
Thanks

Paul,
It sounds like the first "IF" statement is being used as an "accept or deny" calls access to the queue node-
If the queue to skill group node is the where this decision is made(perfectly acceptable to do so)- once a call passes through the queue to node- calls do not return to it unless you loop though it.
Think linear-
Start----Queue to(with if) -----play music-----play announcement--------wait-------loops back to play music-------
Queue to node (conditions-if agents logged on queue the call, if not, the call is not queued)-If calls do not get queued in this step, calls are just in the treatment, not actually queueud- even if your subsequent steps are to play music, play prompts etc- the call is not queueud.
I do not recommend this---but it would resolve the issue if agents logged on after the call was in the treatment----
Start----Queue to(with if) -----play music-----play announcement--------wait-------loops back to queue to(with if)------
Logging in agents to the queue would not automatically add callers to the queue-
the script would need a new queue to node during the treatment- again looking to see if agents signed on.
I would advise adding an Admin Script with TOD/ DOW conditions and then set a variable for open/ closed-
If the script is "open" queue the calls to the skill group, then if agents do sign on to the queue the calls can be answered.
Start---
IF Node(if open)---->Queue to(if not required here) -----play music---play announcement---wait---loops back to play music-
'------>(if closed) play after hours greeting/ route to voicmail/hangup.

UCCE 7.5 Skill group expansion

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