UCCE CAD Workflow Assignments

I'm looking for a good method for auditing UCCE CAD workflow assignments. Currently, I have to open up the CAD Desktop Administrator and view every single agent to verify that they are assigned to the correct workflow group. Has anyone come up with a method for exporting this from CAD?

Yes, it's a problem when you have lots of agents you need to check. At one customer we have over 600 agents configured with 20 or so workflows (one per country) and it's a real pain to check.
I use the free LDAP browser from Jarek Gawor (version 2.8.2) and make an anonymous connection to the CAD LDAP like so:
Then export the appropriate part as a text file. Examine the text file with a decent editor or "grep" and check your assignments. Easy peasy.
Regards,
Geoff

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UCCE / CAD Reason Codes

Hi All,
We are running UCCE with CAD ( 8.5) and have requirement to enable the reason code for specific team. I just gone through the admin guide of UCCE and CAD.
In UCCE / CAD deployment ,it's recommend to keep the reason codes in CAD by keeping the "idle reason required" is unchecked.
I tried with creating the reason code in CAD but option is not available. please clarify below queries.
1) Reason codes will be configured in UCCE not in cad ? [ Reason code can't be created CAD or it's disabled. Reason codes are imported from UCCE]
2) Reason codes are mapped to Agent by CAD workflow group ?
3) Reason codes are available in report ?
Thanks in Advance !!!

Hi,
Reason codes will be configured in UCCE and then they will be synced in CAD database. they can not be created in CAD.
once they are available in CAD, you can assign them to workflow. you can create team specific workflow and assigned Reason codes to them.
regarding logout/idle reason code, this should match to your Agent desk setting.
if you need them enable on both places.
regards
Chintan

Checkout in My Workflow Assignments folder through DIS

Hi,
I have a document in workflow. When i try to checkout the document from DIS after going to My Workflow Assignments folder, it pops up a dialog box "The properties for the content item cannot be obtained". But the document gets checked out successfully. Can anybody tell me why is this happening?
I'm using Oracle UCM 11.1.1.4 version.
Regards,
Rohan

Hi Srinath,
Yes im getting this error message in the Content server logs on the checkout action from DIS. Here is the stack trace:
Event generated by user 'weblogic' at host 'localhost:16200'. Unable to execute service method 'getLocationInformation'. Runtime error: java.lang.ArrayIndexOutOfBoundsException: 1 [ Details ]
An error has occurred. The stack trace below shows more information.
!csUserEventMessage,weblogic,localhost:16200!$!csUnableToExecMethod,getLocationInformation!syServiceRuntime,java.lang.ArrayIndexOutOfBoundsException: 1
intradoc.common.ServiceException: !csUnableToExecMethod,getLocationInformation
at intradoc.server.ServiceRequestImplementor.buildServiceException(ServiceRequestImplementor.java:2071)
at intradoc.server.Service.buildServiceException(Service.java:2207)
at intradoc.server.Service.createServiceExceptionEx(Service.java:2201)
at intradoc.server.Service.createServiceException(Service.java:2196)
at intradoc.server.ServiceHandler.executeAction(ServiceHandler.java:102)
at intradoc.server.Service.doCodeEx(Service.java:532)
at intradoc.server.Service.doCode(Service.java:504)
at intradoc.server.ServiceRequestImplementor.doAction(ServiceRequestImplementor.java:1622)
at intradoc.server.Service.doAction(Service.java:476)
at intradoc.server.ServiceRequestImplementor.doActions(ServiceRequestImplementor.java:1439)
at intradoc.server.Service.doActions(Service.java:471)
at intradoc.server.ServiceRequestImplementor.executeActions(ServiceRequestImplementor.java:1371)
at intradoc.server.Service.executeActions(Service.java:457)
at intradoc.server.ServiceRequestImplementor.doRequest(ServiceRequestImplementor.java:723)
at intradoc.server.Service.doRequest(Service.java:1865)
at intradoc.server.ServiceManager.processCommand(ServiceManager.java:435)
at intradoc.server.IdcServerThread.processRequest(IdcServerThread.java:265)
at intradoc.idcwls.IdcServletRequestUtils.doRequest(IdcServletRequestUtils.java:1332)
at intradoc.idcwls.IdcServletRequestUtils.processFilterEvent(IdcServletRequestUtils.java:1678)
at intradoc.idcwls.IdcIntegrateWrapper.processFilterEvent(IdcIntegrateWrapper.java:221)
at sun.reflect.GeneratedMethodAccessor114.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at idcservlet.common.IdcMethodHolder.invokeMethod(IdcMethodHolder.java:87)
at idcservlet.common.ClassHelperUtils.executeMethodEx(ClassHelperUtils.java:305)
at idcservlet.common.ClassHelperUtils.executeMethodWithArgs(ClassHelperUtils.java:278)
at idcservlet.ServletUtils.executeContentServerIntegrateMethodOnConfig(ServletUtils.java:1592)
at idcservlet.IdcFilter.doFilter(IdcFilter.java:330)
at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:56)
at oracle.security.jps.ee.http.JpsAbsFilter$1.run(JpsAbsFilter.java:94)
at java.security.AccessController.doPrivileged(Native Method)
at oracle.security.jps.util.JpsSubject.doAsPrivileged(JpsSubject.java:313)
at oracle.security.jps.ee.util.JpsPlatformUtil.runJaasMode(JpsPlatformUtil.java:414)
at oracle.security.jps.ee.http.JpsAbsFilter.doFilter(JpsAbsFilter.java:138)
at oracle.security.jps.ee.http.JpsFilter.doFilter(JpsFilter.java:71)
at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:56)
at oracle.dms.wls.DMSServletFilter.doFilter(DMSServletFilter.java:330)
at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:56)
at weblogic.servlet.internal.WebAppServletContext$ServletInvocationAction.doIt(WebAppServletContext.java:3684)
at weblogic.servlet.internal.WebAppServletContext$ServletInvocationAction.run(WebAppServletContext.java:3650)
at weblogic.security.acl.internal.AuthenticatedSubject.doAs(AuthenticatedSubject.java:321)
at weblogic.security.service.SecurityManager.runAs(SecurityManager.java:121)
at weblogic.servlet.internal.WebAppServletContext.securedExecute(WebAppServletContext.java:2268)
at weblogic.servlet.internal.WebAppServletContext.execute(WebAppServletContext.java:2174)
at weblogic.servlet.internal.ServletRequestImpl.run(ServletRequestImpl.java:1446)
at weblogic.work.ExecuteThread.execute(ExecuteThread.java:201)
at weblogic.work.ExecuteThread.run(ExecuteThread.java:173)
Caused by: java.lang.ArrayIndexOutOfBoundsException: 1
at webdavcomponent.WebdavFileReference.getPathAt(WebdavFileReference.java:134)
at webdavcomponent.WebdavHandler.getLocationInformation(WebdavHandler.java:103)
at webdavcomponent.WebdavHandler.getLocationInformation(WebdavHandler.java:79)
at sun.reflect.GeneratedMethodAccessor154.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at intradoc.common.IdcMethodHolder.invokeMethod(IdcMethodHolder.java:86)
at intradoc.common.ClassHelperUtils.executeMethodReportStatus(ClassHelperUtils.java:324)
at intradoc.server.ServiceHandler.executeAction(ServiceHandler.java:79)
... 42 more
Thanks,
Rohan

My workflow assignments

I want my workflow assignments to reload every half an hour instead of the
default few seconds.
Can anybody advice me on how to do that?
Is there any config variable for the same?

Yes, there is config variable for the same.
Use DefaultHtmlRefreshTimeoutInSeconds=60 where 60 is in setting meeting 1minute
It will solve the purpose.
Thanks,
Neha

[URGENT] UCM Workflow screen -- My Workflow Assignments

How to get to this screen: My Content Server --> My Workflow Assignments
Is the Last Action column always bank? How do I get this column populated?
If anyone can answer this it will be appreciated
K
Edited by: user6372704 on 8/09/2009 20:37

Hi
On your left hand side of the panel you will see My Content Server - My WF Assignments.
Your second query " Is the Last Action column always bank? How do I get this column populated? " is not clear to me , can you describe this in detail.
Thanks
Srinath

UCCX CAD workflow

Hi,
I'm trying to figure out a way in CAD workflow to alert the Agent (by popup on the screen) when there are more than 5 calls in the queue waiting. We are running UCCX 9.x. If anyone has done it before, please advise.
Thanks,
Vikas

First, let me say that this is a native feature of the Supervisor Desktop.
Second, this would not be possible in a real time manner for CAD. You could only be able to alert the Agent on workflow trigger conditions which are intiated by calls. I.e., Ringing, Answer, etc.
In which case, you would just pull the Get Reporting Statistic for the CSQ in the script, it's an integer, and then using Enterprise Data (CDA Enterprise Vairables and Layouts + Set Enterprise Info script step), you send that integer to CAD. Your options for a pop up are limited to what data you can supply, but that should get you close enough.
If you needed some sort of real time solution, then a per Agent web based wallboard solution is your best friend.
There are many out there. Just Google "uccx web based wallboard"
Good luck.
Anthony Holloway
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Customizing 'My Workflow Assignments' page

Hi All,
Is there an easy way to add/remove columns from the ‘My Workflow Assignments’ page?
The requirement is to customize this page similarly to the search results templates.
Thanks,
Tal.

You'll need a custom component for that. If you need to allow end users to change which columns, it will take a bunch of work to create the interface, the mechanism to store the columns (I'd recommend using the user topics/personalization capabilities), and the code to finally make it display the right columns. If you just want to set it to be the same for all users you can start by looking at the workflow_in_queue_table include and modifying the appropriate resources that it references when it builds the display in your own custom component.
If you don't want to create your own component, we have this capability in our Workflow Solution Set product. As an administrator, all you have to do is drag around the columns you want to display in our custom interface. You can find more information about the rest of Workflow Solution Set on our website. [http://www.fishbowlsolutions.com/StellentSolutions/StellentComponents/WorkflowSolutionSet/fs_workflowsolset_webcopy?WT.mc_id=L_Oracle_Software_tjo|http://www.fishbowlsolutions.com/StellentSolutions/StellentComponents/WorkflowSolutionSet/fs_workflowsolset_webcopy?WT.mc_id=L_Oracle_Software_tjo]
Hope that helps,
Tim

Ucce cad agent stuck in reserved state

Dears,
It is a UCCE system with CVP and CAD version 9.0
The issue is that when the call is to be delivered to an agent, the CAD is stuck in the reserved state for around 20 seconds then it goes to the Ready state and the caller gets disconnected since I'm not configuring a queue yet.
Has someone faced a similar issue?
Your help is greatly appreciated.
Thank you in advance.
Lara

Actually it turned out to be a call manager issue. The partition of the agent's extension was misconfigured.
Regards.

UCCE CAD server versions

Hi All
The UCCE software compatibility guide dated April 2010, allows for the CAD server version to be lower than 7.5(x) ( as low as version 6) when CUCM is 7.1(3), the compatibility guide for all 7.x releases on the wiki shows this not to be the case, in fact it states that for versions of call manager going back beyond version 6 it is only CAD server 7.5/7.6.
Can someone explain the difference?
BTW, we have a customer for whom we are deploying UCCE 7.5, who are using Windows 2000 desktops, strange but true, and CAD support for W2000 desktop ceases for version 7.5. but is supported on CAD server 7.2, which would be a nice fix to the issue
Thanks
Chris Higgins
Solutions Consultant
Cable&Wireless Worldwide

The wiki page is the official compatibility guide:
http://docwiki.cisco.com/wiki/Unified_CCE_Software_Compatibility_Matrix_for_ALL_7.x_Releases
so, CUCM 7.X is only compatible with UCCE 7.5+, which means you need CAD 7.5/7.6.
HTH,
Chris

Using SUN Ray thin client for UCCE CAD Agents

Hi,
Does anyone tested the thin client SUN Ray for Cisco Agent Desktops? Is this supported by Cisco?
We know that Cisco supports Citrix for Cisco Agent Desktop but using thin client for IP Communicator is not supported at all.
Thanks.

I guess it all depends on what the SunRay client is connecting to? If it's a VDI, terminal server, or something else as long as that platform is supported by Cisco/CAD then it should be okay - after all the SunRay is just a way of connecting to a desktop environment that then runs the CAD software.
Hope you're SunRay deployment goes well!
Jeff

Change workflow assignments to an existing order in Order Managemet

Hi everybody,
can anyone please tell me how can I change the workflow assigned to an existing Sales Order?
I have changed the assignements to the Transaction Types but when i re-submit the wf activities i still get the old flow...
Thanks in advance,
Corrado

I do not think it is possible to change the wf associated with an order/order line after the creation of the order.
Only way out would be to cancel original order and create a new order. You can try copying to a new order and
it may associate the new wf attached to the transaction type.

Complex approval workflow assignments

During provisioning process user selects the organization. The approvals should go to the administrators of the organization. (There are several assigned to each organization)
What are the steps to implement this (approval goes to a group of administrators depending of organization selection by the use)r?
How can i pass variable into a task assingment adapter?
what is Task Assignment Rule? What it should look like?
It looks like approval process can have form attached to it? Is this form will be show to the approver?
What are the steps (tasks) should I implement for this approval workflow?
Thank you!

findGroups - Error while getting group list for login user

Hiding options like My saved queries ,My workflow assignments from DIS.

Hi ,
I have a requirement where in we are required to allow the external users to simply check in the email documents and other documents from windows explorer using DIS and rest other things should not appear at all.Can any one point me how to achieve that .

William Phelps wrote:
user1175496 wrote:
webmonkeymagic wrote:
The DIS is a client-side application installed on their machines, it can't be tampered with.
Yeah I know, major bummer.Can we do something with the component's resources and the related files and then deploy it again.Although I tried to tweak those files a bit ,but no luck ,probably I missed something(being a naive in the components field) .Sorry. Mikey hit it on the head. Those particular options are wired in DIS directly - remember that the DIS client interface is an application installation on the client. Creating components in UCM won't change the visible options.Got a catch in disabling these options..If we disable the Desktop Integration suite component from content server install still install the DIS client ,these options don't come in that case .But the only drawback is we can not leverage the profiles list in that case,but in my case it was not required so my job's done :).

CAD UCCE Reason Codes Question

In UCCE CAD 7.5.4 and later Spanlink came out with a new feature where a agent can change thier "Not Ready" reason code without going "Ready"->"NotReady". I have a customer who is running 7.5.6 and does not like this feature and would like to turn it off. There is nothing in Cisco Administration Desktop application that controls this (i.e. enable / disable of this feature) Does any one know if there is a Registry or configuration file that can turn off this feature? - Thank for your help! - Jim

Not as far as I know. Haven't asked TAC or anything yet though. It's annoying because when going Not Ready > Not Ready it doesn't write an entry into the Agent_State_Trace table, only the Agent_Event_Detail which one of my clients needed to use for reporting..

Changing Workflow Admin Server

Hello,
I have two UCCX servers at seperate locations and need to setup wrap up data on each. For the life of me I cannot figure out how to either add a location or change the server I am connected to on the Cisco Desktop Workflow Administrator.
Anyone have any idea how?
UCCX 8.5
Thanks

The registry defines this. If I was on UCCE CAD I would either change the LDAP in the registry, or run PostInstall.exe from the Desktop\bin to change it. Then restart Desktop Admin. You can flip between them in this way. I assume CAD on UCCX is the same.
Regards,
Geoff

UCCE CAD Workflow Assignments

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