UCCE 8.5 Courtesy Callback AWT

Hi all,
We have been battling with our Courtesy Callback reporting for couple of months now, Need to know how the Answer Wait Time (when enable CCB) is calculated , if you have the formula or exact definition how to calculate the answer wait time for Courtesy Callback options, Kindly let me know -
Appreciate your comments/feedback

The recommended formula is below. However, as in our case, this doesn't seem to work in a multi-skilled environment.
ValidValue(((SkillGroup.X.RouterCallsQNow+1)
(ValidValue(SkillGroup.X.AvgHandledCallsTimeTo5,20))
/max(
SkillGroup.X.Ready,
(SkillGroup.X.TalkingIn
+
SkillGroup.X.TalkingOut
+
SkillGroup.X.TalkingOther))
),100) ValidValue(((SkillGroup.X.RouterCallsQNow+1)
(ValidValue(SkillGroup.X.AvgHandledCallsTimeTo5,20))
/max(
SkillGroup.X.Ready,
(SkillGroup.X.TalkingIn
+
SkillGroup.X.TalkingOut
+
SkillGroup.X.TalkingOther))
),100)

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Dialout prefix support for CVP courtesy callback??

Hey guys,
Got a UCCE 8.5 + CVP 8.5 environment with courtesy callback. Everything is set up, and CVP is passing back the 10 digit number to the gateway when an agent is ready and it's trying to make a callback attempt. This is a problem however, as we really need a prefix on that number for outbound dialpeer pattern matching. e.g. 19195551212 or 79195551212 instead of just 9195551212. Maybe I'm missing something but I can't seem to find out how to do this...nothing obvious in the ICM/CVP scripts, etc. Can anyone provide some pointers?
Thanks!

Can you select dial-peer based on source address?
http://www.cisco.com/en/US/customer/docs/ios/voice/sip/configuration/guide/sip_cg-bind.html
I'm sure there are other more elagant solutions but this is the first thing that came to my mind.

Courtesy Callback & Reporting Impacts on Wait Time/Average Speed of Answer

Hello,
With CVP Courtesy callback, if a caller selects to be called back and then hangs up, will that period of time be also considered in the Skill Group's wait times and average speed of answer? Or is wait time only considered when the caller is physically waiting on the phone?
Thanks,
Mike

Mike,
The caller is still considered "queued" for the duration. The CVP app that does the callback is run as a non-interruptable script, and keeps the ICM call active until the decision is made to call back the caller. ICM does not see this as any different from a regular queued call.
-Jameson

Courtesy Callback for CVP 9 w/o Call Studio

Just a question, is Call Studio a requirement to be able to utilize courtesy callback for CVP? I have a customer using only micro-apps and didn't purchase Call Studio but they might be potentially looking at some sort of callback solutions. Hence, the question. Many thanks.

Required for courtesy callback.
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EWT calculation for multiple skill groups at Courtesy Callback

Hi All,
I have configured CVP courtesy callback. Call is coming to callback number and call connected with agent .
I have configured EWT for only one skill group. Now I need to calculate proper EWT for multiple skillgroups.
To calculate EWT for ACTV skill group I used the below formula.
ValidValue(((SkillGroup.ACTV.RouterCallsQNow+1)*(ValidValue(SkillGroup.ACTV.AvgHandledCallsT
imeTo5,20))/max( SkillGroup.ACTV.Ready, (SkillGroup.ACTV.TalkingIn +
SkillGroup.ACTV.TalkingOut + SkillGroup.ACTV.TalkingOther))),100)
Now I need to calculate EWT for multiple skillgroups.
Kindly guide me to configure EWT for multiple skillgroups.
Regards,
Fakhrul

Did you get this sorted out? Can you post an example. Thanks a bunch.

CVP Courtesy Callback Failing

Hi
I have confiured CCB on CVP 9.0.1. Able to dial into CCB ok however after i select to be called back and leave my number nothing happens. Looked through activity and error logs on all applications and found following errors on 'CallbackQueue' app;
                  172.22.100.23.1375354715803.16.CallbackQueue,08/01/2013 11:58:40.062,An error occurred in the on end call class com.cisco.cvp.vxml.custelem.callback.LeaveQueue. The error was: onEndCall - "Error: GUID is not in queue table" returned from sending Callback_Leave_Queue request to CallbackServlet
com.audium.server.AudiumException: onEndCall - "Error: GUID is not in queue table" returned from sending Callback_Leave_Queue request to CallbackServlet
at com.cisco.cvp.vxml.custelem.callback.LeaveQueue.onEndCall(LeaveQueue.java:93)
at com.audium.server.controller.Controller.runOnEndCall(Controller.java:3367)
at com.audium.server.controller.Controller.onEndCall(Controller.java:3257)
at com.audium.server.controller.Controller.handleActionConditions(Controller.java:1267)
at com.audium.server.controller.Controller.actionRequest(Controller.java:1239)
at com.audium.server.controller.Controller.doPost(Controller.java:610)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:647)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:269)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:172)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:108)
at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:174)
at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:879)
at org.apache.coyote.http11.Http11BaseProtocol$Http11ConnectionHandler.processConnection(Http11BaseProtocol.java:665)
at org.apache.tomcat.util.net.PoolTcpEndpoint.processSocket(PoolTcpEndpoint.java:528)
at org.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt(LeaderFollowerWorkerThread.java:81)
at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:689)
at java.lang.Thread.run(Thread.java:662)
Any idea what is this about?
Regards,
Ahmad

Thanks Senthilkumar
I have double checked Allowed DN and its OK.
Copying from reporting server logs file:
8: Aug 06 2013 17:06:23.259 +0100: %CVP_9_0_RPT-7-NewCall HANDLER: {Thrd=Thread-24}
136985: 172.22.100.28: Aug 06 2013 17:06:23.259 +0100: %CVP_9_0_RPT-7-createNewCallEvent: {Thrd=Thread-24}
136986: 172.22.100.28: Aug 06 2013 17:06:23.867 +0100: %CVP_9_0_RPT-7-NewCall HANDLER: {Thrd=Thread-24}
136987: 172.22.100.28: Aug 06 2013 17:06:23.867 +0100: %CVP_9_0_RPT-7-createNewCallEvent: {Thrd=Thread-24}
136988: 172.22.100.28: Aug 06 2013 17:06:24.195 +0100: %CVP_9_0_RPT-7-createNewCallEvent: {Thrd=Thread-24}
136989: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} EnterQueueHandler:validate: validate guid=004C1C97FDE911E28192F78DF697AB03 icmewt=100
136990: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} EnterQueueHandler:EnterQueueHandler.exec: EnterQueueHandler CALLGUID=004C1C97FDE911E28192F78DF697AB03 CallStartDate=Tue Aug 06 17:06:36 BST 2013
136991: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} EnterQueue CALLGUID=004C1C97FDE911E28192F78DF697AB03 QueueName=billing ani=901908666555
136992: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} QueueStats putEntry: 004C1C97FDE911E28192F78DF697AB03
136993: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} JdbcCallbackQueueDAO:store: Request to store CallbackQueue record. CallGUID=004C1C97FDE911E28192F78DF697AB03 CallbackQueueDTO=CallbackQueueDTO::' SurrogateId: '-1' QueueName: 'billing' QueueId: '-1' DbDateTime: 'null' QueueStatus: '0' ValidationStatus: '0' EnterDateTime: 'Tue Aug 06 17:06:24 BST 2013' LeaveDateTime: 'null' CVPEstimatedWaitTime: '0' ICMEstimatedWaitTime: '100' CallStartDate: 'Tue Aug 06 17:06:24 BST 2013'
136994: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} JdbcCallbackQueueDAO:store: Responded with retCode: 0 to request to store CallbackQueue record CALLGUID=004C1C97FDE911E28192F78DF697AB03
136995: 172.22.100.28: Aug 06 2013 17:06:24.476 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor20} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=004C1C97FDE911E28192F78DF697AB03
136996: 172.22.100.28: Aug 06 2013 17:06:24.476 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor20} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=004C1C97FDE911E28192F78DF697AB03 refresh
136997: 172.22.100.28: Aug 06 2013 17:06:24.476 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor23} SetQueueDefaultsHandler:SetQueueDefaultsHandler.exec: SetQueueDefaultsHandler QueueName=billing
136998: 172.22.100.28: Aug 06 2013 17:06:24.491 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=004C1C97FDE911E28192F78DF697AB03
136999: 172.22.100.28: Aug 06 2013 17:06:24.491 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackDAO:isExceededCapacity: Request to check if exceeded capacity in Callback. Gateway=172.22.100.252 NumOfGatewayAllowed=2 inteval=60
137000: 172.22.100.28: Aug 06 2013 17:06:24.507 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackDAO:isExceededCapacity: Returning false for query on whether capacity is exceeded. Input parameters: Gateway=172.22.100.252 NumberOfGatewayCallbacksAllowed=2 inteval=60
137001: 172.22.100.28: Aug 06 2013 17:06:24.507 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackQueueDAO:updateValidationStatus: Request to update validation status in CallbackQueue. CallGUID=004C1C97FDE911E28192F78DF697AB03 validationStatus=2
137002: 172.22.100.28: Aug 06 2013 17:06:24.507 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackQueueDAO:updateValidationStatus: Validation status of 1 rows were updated in CallbackQueue. CALLGUID=004C1C97FDE911E28192F78DF697AB03
137003: 172.22.100.28: Aug 06 2013 17:06:24.507 +0100: %CVP_9_0_RPT-7-LOW_LEVEL: {Thrd=http-8000-Processor25} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=004C1C97FDE911E28192F78DF697AB03 results:preemptive validation status bitmask=0x00000003
137004: 172.22.100.28: Aug 06 2013 17:06:27.736 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=004C1C97FDE911E28192F78DF697AB03 queuePos=0 dqRateA=100 timeInFirstPlace(Secs)=4 reconnectTime=30 SLA_time=60 RemainingTime=96
137005: 172.22.100.28: Aug 06 2013 17:06:37.876 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=004C1C97FDE911E28192F78DF697AB03 queuePos=0 dqRateA=100 timeInFirstPlace(Secs)=14 reconnectTime=30 SLA_time=60 RemainingTime=86
137006: 172.22.100.28: Aug 06 2013 17:06:48.016 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=004C1C97FDE911E28192F78DF697AB03 queuePos=0 dqRateA=100 timeInFirstPlace(Secs)=24 reconnectTime=30 SLA_time=60 RemainingTime=76
137007: 172.22.100.28: Aug 06 2013 17:06:49.062 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor24} AddCallbackHandler:AddCallbackHandler.exec: AddCallbackHandler CALLGUID=004C1C97FDE911E28192F78DF697AB03
137008: 172.22.100.28: Aug 06 2013 17:06:49.062 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor24} CALLGUID=004C1C97FDE911E28192F78DF697AB03 Callback number 901908666555 is allowed - [CCB DN Pattern: 90> : Allow]
137009: 172.22.100.28: Aug 06 2013 17:06:49.062 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor24} JdbcCallbackDAO:store: Request to store Callback record. CallbackDTO=CallbackDTO:: SurrogateId: '-1' CallGUID: '004C1C97FDE911E28192F78DF697AB03' ANI: '901908666555' DbDateTime: 'null' EventTypeId: '21' CauseId: '0' CallBackType: 'p' OldGUID: 'null' Gateway: '172.22.100.252' Location: 'HCS' NbrAttempts: '0' ScheduledCallBackDateTime: 'null' ScheduledCallBackDN: 'null' CallStartDate: 'Tue Aug 06 17:06:24 BST 2013' RecordingURL: 'http://172.22.100.23:7000/CVP/audio/RecordedName.wav' QueueName: 'null' eventDateTime: Tue Aug 06 17:06:24 BST 2013
137010: 172.22.100.28: Aug 06 2013 17:06:49.062 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor24} JdbcCallbackDAO:store: Responded with retCode: 0 to request to store Callback record CALLGUID=004C1C97FDE911E28192F78DF697AB03
137011: 172.22.100.28: Aug 06 2013 17:06:49.701 +0100: %CVP_9_0_RPT-7-createNewCallEvent: {Thrd=Thread-24}
137012: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} LeaveQueue CALLGUID=004C1C97FDE911E28192F78DF697AB03
137013: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackQueueDAO:updateQueueStatus: Request to update CallbackQueue status. CallGUID=004C1C97FDE911E28192F78DF697AB03 queueStatus=0 leaveDateTime=Tue Aug 06 17:06:57 BST 2013
137014: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackQueueDAO:updateQueueStatus: Queue status of 1 rows were updated in CallbackQueue. CALLGUID=004C1C97FDE911E28192F78DF697AB03
137015: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} removeQueueEntry CALLGUID=004C1C97FDE911E28192F78DF697AB03
137016: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} QueueStats removeEntry: 004C1C97FDE911E28192F78DF697AB03 8: Aug 06 2013 17:06:23.259 +0100: %CVP_9_0_RPT-7-NewCall HANDLER: {Thrd=Thread-24}
136985: 172.22.100.28: Aug 06 2013 17:06:23.259 +0100: %CVP_9_0_RPT-7-createNewCallEvent: {Thrd=Thread-24}
136986: 172.22.100.28: Aug 06 2013 17:06:23.867 +0100: %CVP_9_0_RPT-7-NewCall HANDLER: {Thrd=Thread-24}
136987: 172.22.100.28: Aug 06 2013 17:06:23.867 +0100: %CVP_9_0_RPT-7-createNewCallEvent: {Thrd=Thread-24}
136988: 172.22.100.28: Aug 06 2013 17:06:24.195 +0100: %CVP_9_0_RPT-7-createNewCallEvent: {Thrd=Thread-24}
136989: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} EnterQueueHandler:validate: validate guid=004C1C97FDE911E28192F78DF697AB03 icmewt=100
136990: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} EnterQueueHandler:EnterQueueHandler.exec: EnterQueueHandler CALLGUID=004C1C97FDE911E28192F78DF697AB03 CallStartDate=Tue Aug 06 17:06:36 BST 2013
136991: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} EnterQueue CALLGUID=004C1C97FDE911E28192F78DF697AB03 QueueName=billing ani=901908666555
136992: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} QueueStats putEntry: 004C1C97FDE911E28192F78DF697AB03
136993: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} JdbcCallbackQueueDAO:store: Request to store CallbackQueue record. CallGUID=004C1C97FDE911E28192F78DF697AB03 CallbackQueueDTO=CallbackQueueDTO::' SurrogateId: '-1' QueueName: 'billing' QueueId: '-1' DbDateTime: 'null' QueueStatus: '0' ValidationStatus: '0' EnterDateTime: 'Tue Aug 06 17:06:24 BST 2013' LeaveDateTime: 'null' CVPEstimatedWaitTime: '0' ICMEstimatedWaitTime: '100' CallStartDate: 'Tue Aug 06 17:06:24 BST 2013'
136994: 172.22.100.28: Aug 06 2013 17:06:24.444 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor21} JdbcCallbackQueueDAO:store: Responded with retCode: 0 to request to store CallbackQueue record CALLGUID=004C1C97FDE911E28192F78DF697AB03
136995: 172.22.100.28: Aug 06 2013 17:06:24.476 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor20} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=004C1C97FDE911E28192F78DF697AB03
136996: 172.22.100.28: Aug 06 2013 17:06:24.476 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor20} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=004C1C97FDE911E28192F78DF697AB03 refresh
136997: 172.22.100.28: Aug 06 2013 17:06:24.476 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor23} SetQueueDefaultsHandler:SetQueueDefaultsHandler.exec: SetQueueDefaultsHandler QueueName=billing
136998: 172.22.100.28: Aug 06 2013 17:06:24.491 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=004C1C97FDE911E28192F78DF697AB03
136999: 172.22.100.28: Aug 06 2013 17:06:24.491 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackDAO:isExceededCapacity: Request to check if exceeded capacity in Callback. Gateway=172.22.100.252 NumOfGatewayAllowed=2 inteval=60
137000: 172.22.100.28: Aug 06 2013 17:06:24.507 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackDAO:isExceededCapacity: Returning false for query on whether capacity is exceeded. Input parameters: Gateway=172.22.100.252 NumberOfGatewayCallbacksAllowed=2 inteval=60
137001: 172.22.100.28: Aug 06 2013 17:06:24.507 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackQueueDAO:updateValidationStatus: Request to update validation status in CallbackQueue. CallGUID=004C1C97FDE911E28192F78DF697AB03 validationStatus=2
137002: 172.22.100.28: Aug 06 2013 17:06:24.507 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackQueueDAO:updateValidationStatus: Validation status of 1 rows were updated in CallbackQueue. CALLGUID=004C1C97FDE911E28192F78DF697AB03
137003: 172.22.100.28: Aug 06 2013 17:06:24.507 +0100: %CVP_9_0_RPT-7-LOW_LEVEL: {Thrd=http-8000-Processor25} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=004C1C97FDE911E28192F78DF697AB03 results:preemptive validation status bitmask=0x00000003
137004: 172.22.100.28: Aug 06 2013 17:06:27.736 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=004C1C97FDE911E28192F78DF697AB03 queuePos=0 dqRateA=100 timeInFirstPlace(Secs)=4 reconnectTime=30 SLA_time=60 RemainingTime=96
137005: 172.22.100.28: Aug 06 2013 17:06:37.876 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=004C1C97FDE911E28192F78DF697AB03 queuePos=0 dqRateA=100 timeInFirstPlace(Secs)=14 reconnectTime=30 SLA_time=60 RemainingTime=86
137006: 172.22.100.28: Aug 06 2013 17:06:48.016 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=004C1C97FDE911E28192F78DF697AB03 queuePos=0 dqRateA=100 timeInFirstPlace(Secs)=24 reconnectTime=30 SLA_time=60 RemainingTime=76
137007: 172.22.100.28: Aug 06 2013 17:06:49.062 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor24} AddCallbackHandler:AddCallbackHandler.exec: AddCallbackHandler CALLGUID=004C1C97FDE911E28192F78DF697AB03
137008: 172.22.100.28: Aug 06 2013 17:06:49.062 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor24} CALLGUID=004C1C97FDE911E28192F78DF697AB03 Callback number 901908666555 is allowed - [CCB DN Pattern: 90> : Allow]
137009: 172.22.100.28: Aug 06 2013 17:06:49.062 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor24} JdbcCallbackDAO:store: Request to store Callback record. CallbackDTO=CallbackDTO:: SurrogateId: '-1' CallGUID: '004C1C97FDE911E28192F78DF697AB03' ANI: '901908666555' DbDateTime: 'null' EventTypeId: '21' CauseId: '0' CallBackType: 'p' OldGUID: 'null' Gateway: '172.22.100.252' Location: 'HCS' NbrAttempts: '0' ScheduledCallBackDateTime: 'null' ScheduledCallBackDN: 'null' CallStartDate: 'Tue Aug 06 17:06:24 BST 2013' RecordingURL: 'http://172.22.100.23:7000/CVP/audio/RecordedName.wav' QueueName: 'null' eventDateTime: Tue Aug 06 17:06:24 BST 2013
137010: 172.22.100.28: Aug 06 2013 17:06:49.062 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor24} JdbcCallbackDAO:store: Responded with retCode: 0 to request to store Callback record CALLGUID=004C1C97FDE911E28192F78DF697AB03
137011: 172.22.100.28: Aug 06 2013 17:06:49.701 +0100: %CVP_9_0_RPT-7-createNewCallEvent: {Thrd=Thread-24}
137012: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} LeaveQueue CALLGUID=004C1C97FDE911E28192F78DF697AB03
137013: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackQueueDAO:updateQueueStatus: Request to update CallbackQueue status. CallGUID=004C1C97FDE911E28192F78DF697AB03 queueStatus=0 leaveDateTime=Tue Aug 06 17:06:57 BST 2013
137014: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} JdbcCallbackQueueDAO:updateQueueStatus: Queue status of 1 rows were updated in CallbackQueue. CALLGUID=004C1C97FDE911E28192F78DF697AB03
137015: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} removeQueueEntry CALLGUID=004C1C97FDE911E28192F78DF697AB03
137016: 172.22.100.28: Aug 06 2013 17:06:57.626 +0100: %CVP_9_0_RPT-7-CALL: {Thrd=http-8000-Processor25} QueueStats removeEntry: 004C1C97FDE911E28192F78DF697AB03
The other thing I'm confused about is if outbound call is made directly from GW or its is done via consulting CVP dial-plan?
Thanks in advance.
Regards,
Ahmad

Courtesy CallBack CVP 9.0 Failing

Hi
I have configured CCB on CVP 9.0.1. Able to dial into CCB ok however it is only playing queue music and not prompting to select for a callback. Below are the logs:
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Validate_01,element,warning,"Error: no Capacity field defined" returned from sending Callback_Validate request to CallbackServlet
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Validate_01,custom,Callback_Validate,ELEMENT_EXIT
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Validate_01,data,gw,10.82.10.101
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Validate_01,exit,error
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Get Status_01,enter,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,startCallback,false
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,ewt,0
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,qpos,0
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,cli,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,rna,30
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,dn,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,rec,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,exit,done
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Queue1,enter,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.091,Queue1,exit,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.091,,custom,Callback_Leave_Queue,ELEMENT_ENTRY
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.169,,custom,Callback_Leave_Queue,ELEMENT_EXIT
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.169,,end,how,hangup
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.169,,end,result,normal
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.169,,end,duration,9
Any idea what is this about?
Regards,
Fahad

Hi
I have configured CCB on CVP 9.0.1. Able to dial into CCB ok however it is only playing queue music and not prompting to select for a callback. Below are the logs:
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Validate_01,element,warning,"Error: no Capacity field defined" returned from sending Callback_Validate request to CallbackServlet
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Validate_01,custom,Callback_Validate,ELEMENT_EXIT
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Validate_01,data,gw,10.82.10.101
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Validate_01,exit,error
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Get Status_01,enter,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.448,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,startCallback,false
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,ewt,0
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,qpos,0
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,cli,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,rna,30
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,dn,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,data,rec,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Get Status_01,exit,done
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:00:56.526,Queue1,enter,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.091,Queue1,exit,
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.091,,custom,Callback_Leave_Queue,ELEMENT_ENTRY
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.169,,custom,Callback_Leave_Queue,ELEMENT_EXIT
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.169,,end,how,hangup
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.169,,end,result,normal
10.83.10.14.1424437255918.1703833.CallbackEntry,02/20/2015 13:01:05.169,,end,duration,9
Any idea what is this about?
Regards,
Fahad

Change GMT time and 12 hours format in the Callback Properties dialog box

Hello! There are CAD 7.6.3 for UCCE. In the Callback Properties dialog box for personal CallBack displays the Customer's Current Time in GMT 0 and the data format of 12 hours.
How to display in this window, the time is GMT +3 and change time in 24-hours format?

Hi,
Please check your local time format settings by the following steps:
1. Click the Time in the right bottom corner taskbar.
2. Click Change date and time settings.
3. In Date and Time window, click Change data and time.
4. In Date and Time Settings window, click Change calendar settings.
5. In Customize Format window, switch to Time tab.
6. Change the Short time format as H:mm instead of h:mm tt, set the Long time as H:mm:ss.
7. Click OK to save the setting to have a try.
Regards,
Winnie Liang
TechNet Community Support

UCCE CVP 10.1 - CCB- Retry is not working

Dear All,
We are facing an issue in Courtesy callback (V10.1 scripts). After setting a callback, when the system is dialing the customer phone number, if customer doesn't answer or busy then CCB is not retrying. The retry count is set as 3 correctly in 'CallbackEntry' application but system is not retrying. Found the below error from call server error logs. Please help to identify the cause. Have attached application activity, call server and VXML logs.
366648: 10.129.25.13: Feb 20 2015 15:31:30.587 +0530: %CVP_10_0_SIP-3-SIP_CALL_ERROR: CALLGUID = FB2BFBB4B81D11E4B7357426ACCD1100 LEGID = FBC49E20-B81D11E4-A23AE906-10FCCE4 - [INBOUND] - DIALOGUE_FAILURE from ICM Router sends 404 rejection to call. errorcode=15 [id:5004]
366651: 10.129.25.13: Feb 20 2015 15:31:32.553 +0530: %CVP_10_0_SIP-3-SIP_CALL_ERROR: CALLGUID = FB2BFBB4B81D11E4B7357426ACCD1100 LEGID = FBC49E20-B81D11E4-A23AE906-10FCCE4 - [INBOUND] - ABNORMALLY ENDING - SIP code [404], Reason Hdr [SIP;cause=404] Not Found, GW call using SURV TCL flag [true], NON NORMAL flag [true], DNIS [7800], ANI [9884616611] with AGE (msecs) 127946 and Call History : 77777777779836|-1; [id:5004]
Thanks,
Rajasekar

Yes, intermittently it just stops working. The last time I shutdown jdeveloper and cleaned out all generated project and workspace artifacts (including the "history" elements) from the project and workspace folders. This seemed to fix it, at least for a time.
When this does happen I notice its specific to a workspace. I created another workspace without shutting down and cut/paste worked fine there. It might be as specific as a project, didn't test that (should have).
I'm having a more serious problem with the editor. Occasionally a "reformat" eats large chunks of code. The last time this happened there was a compile error in one method, which happened to be the first method in the file. "Reformatting" the file erased all code after that method.
And finally, the "rename" option on the refactoring menu disappeared for a time. Again, deleting all generated workspace and project artifacts fixed that.
Jim

CVP - Courtesy Call Back

Hi ,
We are testing with CVP Courtesy Call back feature. We didn't get Call back request from the CVP .
Call in the queue for longtime .
My doubt is here call in the queue exceed the EWT or call back is not intiated by the CVP.
Plesae find the below calculation to get the EWT in the script.
ValidValue(((SkillGroup.SKG_Sales.RouterCallsQNow+1)*(ValidValue(SkillGroup.SKG_Sales.AvgHandledCallsTimeTo5,20))/max(SkillGroup.SKG_Sales.Ready,(SkillGroup.SKG_Sales.TalkingIn+SkillGroup.SKG_Sales.TalkingOut+SkillGroup.SKG_Sales.TalkingOther))),100) .
I have tried with the default calculation in the sample script also but nogo.
Please suggest how to proceed further & troublshoot on this.
Thanks in Advance

the problem has been resolved.
In fact, the problem is due to the discordance between CVP Reporting server version and the CVP Call Server.
the patch “CVP8.5(1) ES18” was installed only on the CVP server Reporting (for resolving another problem) what caused this version mismatch and impacting Courtesy Callback feature.
By uninstalling the patch, the problem was solved.

CVP Studio apps for CCB - passing data between apps

Hello,
we currently have UCCE 9.0(4) with CVP 9.0(4) and have Courtesy Callback working with the out-of-the box ICM script and CVP studio apps.
In the ICM script when we it passed the qname to the CallbackEntry app, I have added another field called comp for company name to be used within that app. That seems to work great so that I can choose a different SetQueueDefault node depending on which company I am using for CCB (each company needs to use a different Calling Line ID value as well as a different Maximum Estimated Wait Time),
The problem I am experiencing now is that I am trying to use this same comp field within the CallbackWait app so that I can play a different announcement to the caller depending on which company is being used (ex. This is a callback for Company A for..., or This is a callback for Company B for....). It always hits the Return Exit State of that decision node since it doesn't have that comp value available.
Does anyone know how I can pass that comp value from the CallbackEntry CVP Studio app to the other apps so that they can all access it and make decisions from it?
I'm still new to CVP and CCB so I'm not familiar with what I can do with it yet.
Is there any documentation available for CVP Studio Apps that would explain how this can be done?
I would appreciate any help with this.
Thanks,
Joe

You may want to consider a single sign-on (SSO) solution. Consult the documentation for your application server to see what SSO solutions they support.

Server Callbacks with a AWT Client

I have writen an online auction system which has 2 clients, a bidder and a seller.
When a seller closes an auction i want to refresh the list in the list box on the bidding client. I know that to use callbacks the client needs to have ain interface and stub and skel file blah blah but my client is AWT.
How can i make it extend UnicastRemoteObject and Implament my interface file if it already extends Frame?
I am a little comfused. If i create a whole new ClientImpl.java, ClientInterface.java how do i call these methods from the client and how do i start the GUI?
Argh. Help pls.

1. Create a CallBack Object (I think there is a manual for that in java.sun.com RMI Part)
2. Send this object during login to the Server
3. In the callback object store a reference to your frame
4. in the frame class create some methods for the callback
Regards,
Geri

Help me! Use CallBack in Outbound at UCCE

Hello everybody. I want to know how can I enable the call back button, because i started an outbound campaign and everything as well, but i don't know how to use the callback utility.
I read the official outbound guide from cisco, but i don't know how to enable the callback. When the outbound call arrives, i accept the call but the calllback button still disable.
I tryied to see in Cisco Administrator Desktop but didn't help.
Anyone can help me?

Hi,
the call must be established with the customer in order to have the Callback functionality available.
If you have preview campaigns, it means: first the reservation call arrives. Accept it. The system will dial the customer. Customer picks it up. You talk. Then you may be able to shcedule a callback.
G.

RMI Callback messages can not be sent to all clients

we I send a message to all clients using RMI Callback the message dont arrive to all clients when one or more clients is disconnected without removing themselves from the hashtable at the server side .
how i can know if the client is disconnected before sending the message to him using RMI callback taking into account that the client dosnt tell the server when he has disconnected.
please i want a solution to this problem.
thanks

You seem to be making this a little complicated. During the login (or sometime) have one of the parms that are passed back to the server be a remote object on the client. It can have a nice interface like
public void callMe(Object obj) throws .... or you could get cute and add
pubic void shutDown() throws.... but this could be handled in the other method.
During the call the client becomes the server and the server the client. The callMe method has no clue as to what thread it is on so it should just quickly queue up whatever it has gotten and return. It should not be doing work that will effect the Awt thread. If the client is no longer there then you should be able to catch this on the server, and continue posting other clients.
Howie
Your question is very similar to what I'm currently
researching. I've got the additional complication of
detecting when clients crash without unregistering (in
my case unlocking) a resource. I haven't written any
test code yet, so don't shoot me if I'm wrong, but
here is my general strategy.
In order to implementing RMI callbacks, it looks like
you must make both the clients and the server register
themselves in the RMI Registry. Parameters sent
through RMI method calls are done by value so
you can't simply add a listener as you normally do.
The server will put itself in the registry using a
well known ID. The clients will get this reference
and ask the server for a unique ID. They will then
register themselves in the RMI registry using this
value. The client will then tell the server that it
is registered. I believe if the client object is
wrapped in a WeakReference, then when the client dies
or ends, the reference contained in the WeakReference
will be null. The server will perform this check on
all registered clients to determine which clients are
still alive.
,Marcus

Abandoned Calls report in UCCE

I created a lab environment to demonstrate UCCE solution.
My customer requested me to provide on call-by-call basis all calls that was abandoned in queue. So, how can I query ICM Database in order to find that information?
Based on Database Schema Handbook and related docs instructions, I'm trying to querying Route_Call_Detail Table and field RouterErrorCode = 448. But, I'm not sure if it is the best way to do that.
Does anybody here have done that before?

That is exactly the right error code in the RCD - good job.
I have written a few abandon call reports at various levels of sophistication. We wanted to find the abandoned calls by ANI (easy - 448) then for each of those ANIs, see if they called back later and were successfully answered. For those that did not, we wanted to set up an outbound list and have the agents call them as a courtesy service - and a few variations on this theme. You need to write optimized SQL when dealing with the RCD because of the indexing (or lack thereof).
Regards,
Geoff

UCCE 8.5 Courtesy Callback AWT

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