UCCE 9.X Call In to Close Queue

Hey all,
Wanted to know how to setup either a CVP script or ICM script to allow a customer to call in and shutdown their call center and then call back in to reopen it. I've seen posts for CRS but can't seem to find anything for UCCE 9.X through either CVP or ICM. Any help would be great.
Thanks,
Marcin

I'll give you the basics using CVP or really any IVR.
- Create admin script with a PIN to allow to get int. Then ask the caller to press 1 for close or 2 to open the call center. Based on input, write data to some back end system, preferably a database.
- When calls goes into queue, this application plays please hold and music at the very end it checks in the database field to see if the call center is still closed. At that point you play some message and pass a disconnect flag back to ICM to release the call.
david

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For UCCE 7.0, what are the default queue limit

Hi, I am fairly new to this product, I am wondering if there is any doc indicated the default queue limit settings, I couldn't find in the script that the set value node, so I guess it must be running using the default value. please advise, thanks

It is common for those coming from a TDM PBX background (say Avaya) to ask how big the queue is. Since on those platorms one can set a limit on the number of calls one can put into the ACDQ.
Once full, other callers will get a busy signal. On extremely busy call centers, this seems like a reasonable way to block calls when under heavy load.
ICM (UCCE) doesn't have a fixed limit like this, and the Call Router can keep queuing calls. There probably is a software limit, and it may be set in the Router registry. I don't know what it is.
To try to avoid putting callers into a "queue" when the number already queued is very high, you could check this in the Script before the "Queue To Skill Group" node - if this is what you need to do.
Regards,
Geoff

How to calculate how many calls are there in Queue

Hi All,
I have a requirement of calculating how many calls are there in queue at a particular moment, as the client wants to drop all the calls if there are 5 calls waiting in the queue.
I am using ICM 8.0
Any help would be great.
Thanks

Hi David,
I am trying to crete a IF condition with CallType.callsqnow property, however callsqnow is not coming up in the list for calltype properties.
But under Skillgroup's property list, there is a pooperty "callsqueuednow". I am trying with this property, let's see if it works.
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What i am doing is
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Software error (outside VM) when calling JMF Player::close()

First off, I apologize for cross posting this here and in the "General Java Programming" forum. I did not know there was a forum specific for JMF, until someone mentioned it to me.
I have written the following test program:
import java.io.File;
import java.io.IOException;
import javax.media.Time;
import javax.media.Player;
import javax.media.Manager;
import javax.media.NoPlayerException;
class MyMP3Player {
public static void main(String [] args) {
try {
File mp3File = new File("test.mp3");
Player aPlayer = Manager.createPlayer(mp3File.toURL());
aPlayer.start(); // Starts asynchronous playback
Thread.sleep(10*1000); // Allow playback to continue for 10
aPlayer.stop(); // stops playback (well, it really PAUSES!!!)
aPlayer.deallocate();
aPlayer.close();
catch (IOException e) {e.printStackTrace();}
catch (NoPlayerException npe) {npe.printStackTrace();}
catch (InterruptedException ie) {ie.printStackTrace();}
The program runs fine for the first 2 times: I can hear the first 10 seconds of the test.mp3 file. Then, on the third run (and every other run after that), after it has played the file for the 10 seconds, the program gives me the error pasted below and exits. Does anyone know how to fix this? Am I doing something wrong in the program? Oh, and yes, I have tested it with other mp3 files and it still does the same thing.
BTW, I am running WinXP, and JMF 2.1.1e . Also, I have noticed that JMStudio does not have this problem, does JMStudio not call Player::close() ever?
===== ERROR BEGINS HERE =====
An unexpected exception has been detected in native code outside the VM.
Unexpected Signal : EXCEPTION_ACCESS_VIOLATION occurred at PC=0x73F91D04
Function=[Unknown.]
Library=(N/A)
NOTE: We are unable to locate the function name symbol for the error
just occurred. Please refer to release documentation for possible
reason and solutions.
Current Java thread:
at com.sun.media.amovie.ActiveMovie.dispose0(Native Method)
at com.sun.media.amovie.ActiveMovie.dispose(ActiveMovie.java:329)
at com.sun.media.amovie.AMController.doClose(AMController.java:632)
- locked <029F77C8> (a java.lang.Integer)
at com.sun.media.BasicController.close(BasicController.java:261)
at com.sun.media.BasicPlayer.doClose(BasicPlayer.java:229)
at com.sun.media.content.video.mpeg.Handler.doClose(Handler.java:158)
at com.sun.media.BasicController.close(BasicController.java:261)
at MyMP3Player.main(MyMP3Player.java:30)
Dynamic libraries:
0x00400000 - 0x00406000 C:\WINDOWS\system32\java.exe
0x77F50000 - 0x77FF9000 C:\WINDOWS\System32\ntdll.dll
0x77E60000 - 0x77F45000 C:\WINDOWS\system32\kernel32.dll
0x77DD0000 - 0x77E5B000 C:\WINDOWS\system32\ADVAPI32.dll
0x77CC0000 - 0x77D35000 C:\WINDOWS\system32\RPCRT4.dll
0x77C10000 - 0x77C63000 C:\WINDOWS\system32\MSVCRT.dll
0x6D340000 - 0x6D46A000 C:\Program Files\Java\j2re1.4.1_02\bin\client\jv
m.dll
0x77D40000 - 0x77DCD000 C:\WINDOWS\system32\USER32.dll
0x77C70000 - 0x77CB0000 C:\WINDOWS\system32\GDI32.dll
0x76B40000 - 0x76B6C000 C:\WINDOWS\system32\WINMM.dll
0x6D1E0000 - 0x6D1E7000 C:\Program Files\Java\j2re1.4.1_02\bin\hpi.dll
0x6D310000 - 0x6D31E000 C:\Program Files\Java\j2re1.4.1_02\bin\verify.dl
l
0x6D220000 - 0x6D239000 C:\Program Files\Java\j2re1.4.1_02\bin\java.dll
0x6D330000 - 0x6D33D000 C:\Program Files\Java\j2re1.4.1_02\bin\zip.dll
0x10000000 - 0x10015000 C:\WINDOWS\system32\jmutil.dll
0x0AFA0000 - 0x0AFAD000 C:\WINDOWS\system32\jmam.dll
0x771B0000 - 0x772CA000 C:\WINDOWS\system32\ole32.dll
0x5AD70000 - 0x5ADA4000 C:\WINDOWS\system32\uxtheme.dll
0x76FD0000 - 0x77048000 C:\WINDOWS\system32\CLBCATQ.DLL
0x77120000 - 0x771AB000 C:\WINDOWS\system32\OLEAUT32.dll
0x77050000 - 0x77115000 C:\WINDOWS\system32\COMRes.dll
0x77C00000 - 0x77C07000 C:\WINDOWS\system32\VERSION.dll
0x72D20000 - 0x72D29000 C:\WINDOWS\system32\wdmaud.drv
0x72D10000 - 0x72D18000 C:\WINDOWS\system32\msacm32.drv
0x77BE0000 - 0x77BF4000 C:\WINDOWS\system32\MSACM32.dll
0x77BD0000 - 0x77BD7000 C:\WINDOWS\system32\midimap.dll
0x73F10000 - 0x73F65000 C:\WINDOWS\system32\DSOUND.DLL
0x73EE0000 - 0x73EE4000 C:\WINDOWS\system32\KsUser.dll
0x6D000000 - 0x6D105000 C:\Program Files\Java\j2re1.4.1_02\bin\awt.dll
0x73000000 - 0x73023000 C:\WINDOWS\system32\WINSPOOL.DRV
0x76390000 - 0x763AA000 C:\WINDOWS\system32\IMM32.dll
0x76C90000 - 0x76CB2000 C:\WINDOWS\system32\imagehlp.dll
0x6D510000 - 0x6D58C000 C:\WINDOWS\system32\DBGHELP.dll
0x76BF0000 - 0x76BFB000 C:\WINDOWS\system32\PSAPI.DLL
Local Time = Wed May 28 09:46:23 2003
Elapsed Time = 19
# The exception above was detected in native code outside the VM
# Java VM: Java HotSpot(TM) Client VM (1.4.1_02-b06 mixed mode)
# An error report file has been saved as hs_err_pid180.log.
# Please refer to the file for further information.

Actually, I just ran another test. My previous fix does work 100%, but it is not necessary to call the Player::close() from within the AWT/SWING event dispatching thread, but it IS a requirement for you to have an AWT/SWING event dispatching thread running somewhere in the background, otherwise the darn thing crashes...
So, if you create some kind of GUI along with your app (thereby creating an AWT/SWING event dispatching thread), or just schedule some event using the SWING Timer class, the Player::close() can be called from any thread...
Hobbieman

Why has facetime stopped recording calls unless I close it down and restart it?

Facetime has stopped recording calls unless I close it down and restart. Any solutions?

Try the standard fixes to rule out a hardware problem:
- Reset. Nothing is lost
Reset iPod touch: Hold down the On/Off button and the Home button at the same time for at
least ten seconds, until the Apple logo appears.
- Restore from backup
- Restore to factory defaults/new iPod.

UCCE receive QtoA calls, but not QtoSG calls?

Has anyone been faced with this problem and come up with an elegant solution? We're looking to see if it's possible for agents to stay in a ready state and continue to receive queue to agent calls, but not receive queue to skill group calls. We've thought about having supervisors remove their skills, but this is not scalable when you have a large number of agents. Another solution could be to give agent reskilling access to all agents, but this also would be an adminitrative nightmare. Anyone?
david

Let's think of this example:
I work in tech support for an ISP. In the mornings I answer customer calls and open a case for any new calls and in the after noon I do call backs to follow up on cases I have in my CRM queue. In the afternoons I don't take any new calls which result in new cases, just work on cases I own. A customer calls in and enters their case number, this is a case that was opened in the past and is assigned to me. In this scenario the agent didn't have to call the customer to follow up, the customer called the agent instead. The problem is that if you're in a ready state and assigned to a skill group, you will get new calls not just calls that are in your queue.
We're trying to prevent new calls from going to that agent. No matter how I slice this, we need some trigger which tells the system that the agent should no longer take SG calls. Then undoing this trigger is the next tricky part. I would love to solve this within ICM/CVP, but it's looking like custom desktop and maybe ConAPI might be the only solution.

UCCE send a caller from agent to IVR and back to the same agent

Hello,
I am trying to come up with a way to implement the following logic in UCCE 7.5 with IP IVR 7.0
A caller gets to an agent and requests a service that requires identification
The agent sends the caller back to IVR for identification
UCCE reserves the agent. If caller hangs up the agent is chaged back to ready state.
After authentication the caller is taken back to the same agent.
I am not sure how to do steps 3 and 4. I need to be sure that the agent will be available to take the call and not make the customer wait again in queue. I guess I just need a variable to store the agent ID and pass it to the other script so it can make a queue to agent step, but then how do I make the agent reserved or not ready (so he's not taken by another call) and then present the same call back to him? Then I need a way to monitor the customer's activity in IVR and notify the agent if the customer dropped the call.
Tough one...
Stoyan

Hi Stoyan
I've been looking into the same thing, did you find a solution yet? I had considered letting the Agent do a transfer to the IVR, collect the Agent ID (or if possible the instrument number they were currently logged in with) for routing back to the Agent. Set the Agent to permanent Not Ready so they don't receive any other Contact Centre calls. Let the IVR play out as long as it takes without having to calculate for retries etc. or leaving long delays before the agent can be reached again. If I could only set the AgentID in the transfer script I would perform a database lookup on the ICM real time tables to find out what extension they were currently logged in with and route direct to that (reachable even if in the Not Ready state). The main implication of this would be that I would lose visibility of the remainder of this call with regards the skill group statistics. However, the default skill group could be set for each agent to account for this....not ideal as reporting would become more manual but still recorded at some level.
Regards
Brenda

CVP 9 - Post Call Survey on Internal Queue Transfers

Hi guys,
I'm trying to get Post Call Survey in CVP 9 working for internally transferred calls. PCS works fine for external calls but it isn't working for internal calls and external calls which have come in via one queue and then need to get transferred to a second queue which needs to enable post call survey for all calls that are transferred internally to the second queue.
The CVP error logs show "B2BUA is not configured with a Post Call Survey dialed number for [9999999125] . Please add the Post Call Survey dialed number for this in-bound DN: [9999999125] . [id:5010]"
This dialed number it seems to be pulling is actually one of the translation route DNs and not the actual DN of the CTI Route Point which is being used internally. How are we meant to get PCS to work on the route point DN? I have configured the internal DN in OAMP to link to the survey DN but I obviously don't want to put all the translation route DNs into the PCS DN mapping as I don't want all internal calls to hit that same PCS DN only the ones I want.
As mentioned this is only affecting internal calls, external calls we have working fine with PCS as the DN which gets presented to CVP is the correct actual original DN of the call which maps to the DN table in OAMP and triggers the PCS without any issues.
Anyone experienced this or gotten PCS working on an internal CUCM Route Point?
Cheers,
Nathan

Hi Nathan,
Were you able to resolve this issue? I am faced with the same problem. I was able to get this working by forwarding the call out to my testing toll free number via an ICM label that then comes back into CVP with a new DN. This is working but isn't an ideal solution. Any help would be appreciated.
Best regards,
Jason K

Max no of calls that can be queued in ICM

Where can I find for a given installation the max no of calls that can queued for given ICM system.

I looked at that but I think the answer is still not well defined. It talks about max call per second.That means that it can receive 300 max calls per second in ICM/IVR system. It does not say anything about how many concurrent calls can sit in the system and be queued.
For example on IVR side, we clearly know that it can support X no of max concurrent calls or whatever the figure may be based on ports. However for queued calls in ICM, it does not seem to very obvious. Unless I am missing something here.

Sending calls to a second queue?

It seems like i could do this a couple different ways, just trying to find a best practice...
2 support desks (support desk Chicago and support desk Denver)
Support desk Denver is already up and running on it's own script and CSQ
Support desk Chicago is new, it will have it's own CSQ and script (same UCCX server). However, we want to make sure that in the event of issues at Chicago, calls would be redirected to Denver (no agents logged in, wait times in excess of 10min, etc).
My Chicago script currently has all those contigencies pointing to a "goto:denver_redirect"
The question is what to do from that label (denver_redirect) onward...
Do i just create a second queue in Chicago's script that mirrors the same queue environment as Denver's? Is there anything to be concerned about having two scripts(Chicago and Denver) pump calls into a single CSQ (Denver)?
Or do i just do a call redirect to Denver's Unified CM Trigger from the Chicago script?
Thanks!

Given that we usually serve more than one master when designing call-flows (Call Routing, Reporting, Workforce Management), I would at least consider the impact it would have on call-type and SLA reporting. To name a couple of things off the top of my best practice list:
1. Consider primary and secondary skills (this will allow for load-balancing as well)
2. Having a seperate script will allow more flexibility in sovling for business requirements around call-routing
3. The more CSQ's, the more reporting
Peace,
Michael Clendening
CCIE #6487 (ISP-Dial)

Call asynchronously, then close. Can't reopen

Hey guys,
I have a problem where I call asynchronouly a VI (graph_sync.vi), when I close it using the X upper right button, I cannot open (or call, perhaps) it again. Close using the 'Close' button in the VI's Front Panel doesn't cause this behavior and the calling works fine whenever I call.
Debbuging remotely, my global variable (sync.graph,isopen?) didn't receive the 'false' value it should at closing the VI through the X button, that's was expected, so I made it receive that value using another VI. Tried to open 'graph_sync.vi' again and nothing happened. Then I opened the VI (double click on the static reference in block diagram), it opened running and I closed it using the 'Close' button in its Front Panel. This time trying to open it again worked.
What's happening exactly? I feel that I'm missing something here but don't know what... that's why I need your help .
Attachments:
Calling_VI.png ‏8 KB
sync_graph_VI.png ‏12 KB

Your "Close" button causes your VI to complete and thus stop. The "X" button just closes the front panel; it does not stop the VI. Thus you could not start it again as it was still running. In some cases LabVIEW automatically ABORTS running VIs with no open front panel, but not in the case of a VI run asynchronously as you have done.
The way to get a VI to properly stop when clicking the "X" button is to use an event structure (there is a "Panel Close?" filter event that you use to trigger shutdown). I almost never bother with an actual "Stop" button anymore; I just use the "X".
-- James

Trigger round trip in parent view from called view on close event

Hi Experts,
We have a requirement in which from my view.htm page on click of a button (using onclientclick) I am opening another view using window.open of javascript.
Now in pop-up after processing it, i am using self.close to close the pop-up, before this point I am setting collection of calling page in on_request method of pop-up page controller class, but it does not reflect after pop-up has closed. though it reflects on any round-trip on the calling page.
How do I trigger round trip from pop-up after Self.Close from htm page?? Or from do_request method?
I am trying to use opener.location.reload, but use of opener gives permission denied javascript error.
Please help, I am really stuck here.
Thanks,
Rohit
Edited by: Rohit Khetarpal on Mar 25, 2010 1:29 PM

Still no replies no one using BSP now a days?
I have one more doubt, in addition to above, I am coding in IC Web 5.0 application (CRM_IC), one of the z-views i created in z-bsp application (Z_WW_CRM_IC), where i have input field using CRMIC bsp tag in Search View.
Now, I am opening another view in Pop-up using Onclientclick of button (as mentioned in above post too), but in the view URL, i need to send values that are entered in the search view, how can i do that.
I have tried in javascript, var val = <%= <contextnode>->get_country( attribute_path = 'country') %>;
but it doesn't work, it works only if there already has been a server round trip!
Any help is highly appreciated.
Thanks,
Rohit

UCCE 8.5 Call Terminator information (who ended the call?)

Dear Team,
We're working with UCCE 8.5 with CVP 8.5 in a comprehensive model. We're using SIP signalling too.
We do have a call recording and evaluation solution which is recording agents calls. This application is providing the call terminator information. The issue that this application is not providing the correct call terminator !!
It's an application using SCCP sniffing, but it seems that CCM doesn't give such information.
We would like to know if we UCCE offer such information somehow (in the database for exemple.
Can you please advice ?
Thanks for your help in advance.
Best Regads.

Hello,
In the TCD (Termination Call Detail) table which you can find in the HDS database, you can find a column called "CallDisposition". This column contains codes that refer to how the call was ended (i.e. Call Disposition code of 52 refers to "Called Party Disconnected").
Reference: CTI Server Reference Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/configuration/guide/ctisvr80.pdf
Also, you can find many posts on this forum relating to "Call Disposition" (i.e. https://supportforums.cisco.com/message/3490321)
1. If the customer disconnects the call, the Call disposition of the call(all 3 legs) will be 13.2. If the agent disconnects the call, the second call leg disposition is 52 and other 2 is 13
Hope this helps,
Justine.

Prioritizing calls sent back into queue

I have a script where after 5 minutes I pull it out of the nurse queue and send it to the front desk queue. what happens is that sometimes the front desk needs to push it back to the nurse queue. I was wondering if I can set the priority of the call when it is sent back to be the first one in queue or set the priority before it sent to the front desk so when it is pushed back it would go into the same spot it came out of?
I have Cisco Unified CCX Enhanced 7.0(1)SR05_Build504
Thank yo for any help on this!

Correct. By default all calls have a priority of 1, which is the lowest setting. 10 is the highest setting and highest priority.
I pasted a very simple example of what it would look like in a script. Collect the called number info and put into a variable, use Switch step to differentiate the triggers, then assign each of them the appropriate priority.

Stop() method always called on browser close?

In my web application I pop up an applet and I need to do some processing whenever the the user closes the applet window. I learnt that the Applet class' stop() method is called whenver the page containing the applet is either closed/refreshed/redirected.
My question is whether I can rely that the stop() method will always be called in such aforementioned situations? Also it this kind of functionality browser dependent (i.e. are there some commonly used browsers that behave a bit differently?)

It SHOULD work, but I wouldn't bet anything important on it working. If the closing code is critical you've got to test at least IE, Netscape/Mozilla, Firefox and Opera and you've got to test lots of versions of each.
I'd try hard to design around this issue.

UCCE 9.X Call In to Close Queue

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