UCCE Demo. CAD/CTI-OS on a single PG?

I need to create a lab environment to demo a SAP CRM integrated agent. So I am getting:
ICM 7.5
CRM Connector for SAP
UCCM 7.x
for it.
As per H/W, do I need 3 MCS or just 2 ... I mean can I do this demo with a Sprawller + UCCM
OR I need a Progger + AW + UCCM?
And as per Licences, I am going to get Premium Agent Licences. But for testing purposes I would like to get
Do I need CAD as well? And Do I need to order CTI-OS Media separately please?
Can I intsall CAD server and CTI-OS server on the same Progger please?
Assist Please.
Thanks & Regards,
Kartik

Thanks David,
Even though we only need CTI server & CTI-OS for the CRM integration bit, however, I wanted CAD anyway as its a demo lab and this customer is going to use both CAD & CTI-OS.
Also, would CRM connector need to be installed on a separate server please?
Regards,
Kartik

Similar Messages

CIC and CAD (CTI Integration)

Hi,
I am new in the topic of CIC enhancements and now I have to create the following functionality:
I want to use the confirm button in the BP Search of the CIC to sent the business partner information back to the connected CTI.
This information is then used to launch an additional piece of software which shows additional bp information.
Can anyone give me some hints about the CIC eventhandling and where to find the correct eventhandlers for enhancements?
Does anyone know how to start CIC enhancements?
Does anyone know how to use the CAD mechanism for sending data to the CTI?
Thanks in advance.
If anyone has some howtos for CIC enhancements please sent them directly via mail: [email protected]
Forty2

Hi,
I have kind of similar requirement, could you please send me the technical flow between contact center ans IC WEB. Are there any standrad classes which need to be extended?
Thanks,
Rahul

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

Interface with CAD Software

Hi Experts,
Could you plz tell me,
1) Is there any possibility to Interface with CAD Software ? How ?
It is too urgent. Plz help me.
Note : Rewarding high points for helpful answer.
Thanks & regards
Murali

Hi,
Check this links
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/5d03a090-0201-0010-0597-f87213b26d53
SAPGUI Failed error while accessing CAD Desktop from UnigraphicsApplication
CIC and CAD (CTI Integration)

Additional parameters from CTI Connector - CRM

Hi everyone,
We are currently implementing a CTI scenario using ICI/BCB in SAP CRM 2007.
The CTI connector is successfully sending the inbound calls to the IC Web Client screen, and the business partners is identified through the telephone number.
I would like to know how to proceed in order to include additional parameters (e.g. business agreement) in the communication between CTI connector and SAP CRM.
Thanks in advance & Best Regards,
Gabriel Santana

Hi Gabriel,
You can first refer to the OSS Note 707104, where it had been explained on making use of the the BP and GUID directly for Account identification.
However, this note makes use of the BP and GUID directly. But in your case, it is something else (business agreement).
So one of the possibilities that I could see is:
--> Incoming call arrives into CTI with business agreement ID (as part of the CAD)
--> CTI do the BAPI call ( You will have to create this BAPI ) to use this Business Agreement ID in order to look up for BP Number.
--> BAPI returns BP number and GUID. (as explained in the note)
--> CTI add this CAD as part of CRM_IC/BUPA
--> BP will look up and identify automatically without any code change(this is as per the standard).
So the point is, as per the standard, the BUPA Controller will need the BP Number to be identified and confirmed. For this the CTI needs to first lookup for the BP Number, with the help of either the ANI(Automatic Number Identification, that is the incoming telephone number) or the CAD data.
Since in your case, you wanted to lookup the BP with the help of the Business Agreement(which is part of the CAD), you have to comeup with your own BAPI, which should accept the Business agreement as a parameter from the CTI and return back the respective BP Number to the CTI after successful lookup and this BP number can be made used to identify and confirm by the Account Indentification.
One thing that I'm not sure is, whether CAD and ANI are both correct, which one will take priority in the Account Identification as compared to the way it works in IC Winclient.
Hope this information helps.
With Best Regards,
Vinod

Remove buttons from CAD Supervisor toolbar

UCCE 9
CAD 9
I know we can remove Agent buttons from CDA -> CAD-Agent work flow -> User Interface section.
How to remove buttons from CAD Supervisor toolbar please? Like Recording. If not possible, is it possible to Disable / Grey out a button. I am looking to remove / disable VoIP Monitoring and Record buttons please?
Thanks,
Kartik Bhatia

Can you try this:
Go to CAD Admin web page
Services Configuration-> Remove VoIP/Recording & Playback Services
Make sure that there are no IP addresses of any servers in the Recording & Playback Service menu. If there are some, select them and press ‘Remove’ button to remove them.
Please make sure that you close CSD, CAD completely and login back to see the changes. I haven’t tried this before but I think this would disable the recording buttons in CSD. I don’t know whether it needs CAD services restarts(all).
-Sunil

CAD silent monitor no sound

i use UCCE 8.0 CTI OS 8.0 CTI OS Server 8.0
the phone is softphone 8.6.1.0
i use supervisor silent monitor a agent but no sound. wireshark show i recive some UDP packet,no RTP...
10.0.0.30 is agent and 10.0.0.31 is me .....

i decode as RTP is

CAD agent detail real-time display

UCCE with CAD:
When agents show their statistics in the CAD window, and select Agent Detail Real-Time Display - the Avg Talking field is showing the same number for ALL agents. For example, each agent shows a value of 2:26 for Avg Talking. It would seem to me that this field should be specific to each individual agent, and not an average of all agents in the skill group. The Cisco CAD User Manual shows Avg Talking to be "The total time on calls (all talk time + all hold time) divided by the number of calls"
The other fields, i.e. calls presented, calls handled, etc, are specific to the individual agent and show different values as I would expect.
Am I mis-reading the documentation (which is entirely possible)? Has anyone else seen this?
Thanks,
Robb

Hi Robb,
Found my old TAC Case. It was for an upgrade from 7.2.5 to 7.5.6 so you might be hitting a similar issue. This is the email of the escalation from Cisco to Calabrio for the issue I had if it helps when you talk to TAC:
Problem Description:
Detailed Description
Upgraded ICM from 7.2.5 to 7.5.8 (CAD 7.5.6), after upgrade, CAD realtime
display report "Agent ACD State Log Display" start time shows a start time of 00:00:03
against every state change
Business Impact
medium:Could not see the Agent login time correctly
Troubleshooting Performed
Similar case:
http://wwwin-tools.cisco.com/casekwery/getServiceRequest.do?id=613948701#not
e48
However, the fix is
actually to go into the LDAP utility and do a hack to a certain key
within the database. Unfortunately the previous case doesn't tell which
key to edit and what to change it to. I'm presuming it had something to
do with the time zone from a mention earlier on within that case, but
not sure.
No bugs found related to the issue.
Specific Assistance Required
Need assistance to fix the issue with ACD State Log Display
Cheers,
Nathan

"Error [10151] The LCP Port on CCM Admin for Mobile Agent is not Configured or misconfigured"

We are running into a problem which we have noticed on UCCE 8.5 and havent seen on earlier 7.5 release.
If we setup a CTI port as agent device target and if we try to login the agent using Cisco Desktop (Not CAD, just CTI OS Client) then we get following error:
"Error [10151] The LCP Port on CCM Admin for Mobile Agent is not Configured or misconfigured"
But this wasnt the issue with 7.5 and we were able to do agent login with CTI Port as device target. We dont intend to use Mobile Agent feature but just login UCCE agent to CTI port as the device.
Do we know if this is a known issue or if something has changed between 7.x and 8.x release which could be is causing this?

So you can ping and nslookup from your ms to these agents and vice versa right? I wouldn't do a manual install, I would push the agent from the management server. You can uninstall the agent manually, or use cleanmom to get rid of them. Then
do an install from the console. When you initiate the install from the console (management server), should it run into any issues it will dump out an error which will give you an idea of where the problem may be.
From Holmans post on this:
e MOM Server could not execute WMI Query "Select * from Win32_OperatingSystem" on
computer “servername.domain.com”
Operation: Agent Install
Install account: DOMAIN\account
Error Code: 800706BA
Error Description: The RPC server is unavailable.
The MOM Server could not execute WMI Query "(null)” on
computer “servername.domain.com”
Operation: Agent Install
Install account: DOMAIN\account
Error Code: 800706BA
Error Description: The RPC server is unavailable.
8004100A
800706BA
1. Ensure agent push account has local admin rights
2. Firewall is blocking NetBIOS access. If Windows 2008 firewall is enabled, ensure “Remote Administration (RPC)” rule is enabled/allowed. We need port 135 (RPC) and the DCOM port range opened for console push through a firewall.
3. Inspect WMI service, health, and rebuild repository if necessary
4. Firewall is blocking ICMP (Live OneCare)
5. DNS incorrect
http://blogs.technet.com/b/kevinholman/archive/2009/01/27/console-based-agent-deployment-troubleshooting-table.aspx
Regards, Blake Email: mengotto<at>hotmail.com Blog: http://discussitnow.wordpress.com/ If my response was helpful, please mark it as so, if it answered your question, then please also mark it accordingly. Thank you.

Duplex PG deployment query

Dear Experts,
Please help me to understand
suppose we had deployed Unified CM as clustered over WAN and we have UCCE site A and Site B. is it possible to have independent duplex PG in each site. each site the agentPG's are connected to the CTI manager running in Unifed CM subscribers local to the site. i was searching in the SRND and design guide about the possibility of this kind of deployment (with single CUCM cluster) couldnt get much information. as I got from the document only one CTI manager will be handling the CTI operation in a single Unified CM cluster.
UCCE version 8.5.3
CUCM version 8.5
Please let me know if you required additional information to understand the setup.
Regards,
Shalid K.C

David is correct, you would need to review SRND for majority rule behavior as you may cuase more issues by having multiple PGs on each side, and the private/public link goes down.
But to answer your question it would be possible, yet creates additional challages anytime you have multiple CUCM PGs as then you need to split your agents across them, which affects skill group assignment, possibly requiring enterprise skill groups (works ok with precision queue if you were to go to 9.X+), agent teams which means a supervisor cannot see agents on another PG, etc.
Chris

Visio Web Access Refresh in SharePoint Online 2013

I'm trying to pull in SharePoint Online 2013 List data into a Visio Pro 2013 diagram and then serve the diagram into a SharePoint Online Page under a Visio Data Access Web Part.
I have no working knowledge of Visio, but made a data connection and presented SPO list data on my diagram. But the data appears to be static when deployed to the Visio Access Web Part - even when I manually refesh. I think, I'm not correctly
adding list fields to my document.
I've set refresh rates on both the document and the web part, but neither help.
For a demo I want to show a single list field - nothing fancy.
Possible to have dynamic data from an SPO List hosted in SPO?
Any way to filter which row is sent from through a URL Query string?
How?

Hi ,
Per the following article, the data sources will be disconnected and can't be refreshed after the Visio is published to SharePoint.
"You can publish PivotDiagrams or Timeline diagrams to SharePoint, but they are disconnected from the data sources and can’t be refreshed."
http://office.microsoft.com/en-001/visio-help/save-diagrams-to-sharepoint-HA102749359.aspx
And also I would suggest you post in Office365 SharePoint online forum for a better assistance regarding this issue through the following link.
http://community.office365.com/en-us/f/154.aspx
Thanks,
Daniel Yang
Forum Support
Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact [email protected]
Daniel Yang
TechNet Community Support

Software Simulation Issue

Got a weird one on a colleague's system. When she records a software simulation or a video demo, the file saves as a single slide. The settings are as seen below for recording:
All other settings are at the default parameters. Any ideas as to why she's getting a single slide output?

Hey, Lieve! I know it was a software simulation - we set it up, opened up the recording window, rechecked the settings, recorded - and came up with this. I use the video demo settings quite a bit - the timeline on this only shows a default 3 second slide, not a full video recording.

6th Gen. 160GB iPod Classic won't mount on 10.4.11

Hi,
I'm desperate for a solution! Would somebody please help me!
Here is my problem:
I have a 6th Generation 160GB iPod Classic that will no longer mount onto my PPC G4 10.4.11.
On this iPod I have a few thousand photos of a trip to Mexico that I kept on here until I returned home to sync them.
The other day, I started synching them into iPhoto 6.0.6, and it was working fine for the first half, but stalled around the middle. I could not find any way to get the synching process to continue or to quit / force quit the program successfully. Force quit did not actually terminate the process/program. I know at the time it was a mistake, but I unplugged the iPod cable from the iPod and held the computer's power button until it shut off.
Today, when plugging the iPod back into the computer:
1) it no longer mounts (though the iPod partition is viewable (grayed out) in Disk Utility.
2) because it does not mount in Disk Utility (I've tried many times including a separate iPod restart) it is also not viewable in Finder or in Terminal.
3) The iPod Settings Display that it is completely empty (though I know the files are still on there).
4) iPhoto recognized that there were more photos that still needed to be synched and asked if I wanted to continue, which I'm not able to do.
5) iTunes 8.0.2 tells me that I need to restore my iPod (which I can't do because I need these files, and can't erase them off of the iPod).
Does anybody know a workaround to save these files, which are extremely important to me, and cannot be erased under any circumstances? I would be extremely grateful for any help!
Please Help Me!
Thanks.

deggie,
thanks for responding.
just to let you know, I had the same problem before (when my iPod was brand new), but the problem was just with media already in my iTunes Library, so I tried to restore a bunch of times, and that didn't work. At the time, I had Apple Care, so I brought it to a Genius to restore. When I arrived home, it still wouldn't sync, but one last restore in my iTunes, and I got it working fine again. Ridiculous!
This time, I have already tried the iPod disk mode / Diagnostic mode, as -well-as connecting on a new user computer account (same computer), and on a different computer using a different iPod cable. All of this yielded the exact same results. The USB drive is detected (such as dev/disk2), but the iPod partition (dev/disk2s2) is grayed out in Disk Utility and is not accessible.
The closest luck I've had so far is downloading/installing the demo of Disk Rescue II, which produced a "thorough scan" of the entire drive (one block at a time). I was able to see somewhere between half to most of my files on there, and am not sure about the remaining undetected files. The demo only let me restore a single 5MB file, but am at least assured that most of it should be able to be recovered once I pay for the full version.
I am, however, interested to understand why some of my files were not recognizable. For example, during a class, I had a bunch of 100MB-400MB .wav files recorded with a Belkin TuneTalk Stereo Microphone that connects via the iPod Dock connector. The majority of these files I moved into a separate folder I created on the iPod as a way to organize them. Those files were either not discovered, or somehow not viewable in the Data Rescue II scan results. The last couple of files I recorded with the mic (and did not move elsewhere on the iPod) interestingly were automatically synced and playlisted in my iTunes (I did not tell it to sync), and are still playable on my iPod. Also, I may be wrong, but I don't believe all of my photos were detected by Data Rescue II. It seems like many random photos from each photo folder I created on my iPod were missing/not detected/not viewable, so at first glance it might appear like they all show up, but the file count doesn't look correct. I was expecting more files to be detected than there were. To my knowledge the Scanning between Demo version/full version should be the same, so I can only speculate until I buy the full version/restore to see which files I'm dealing with.
I would love to hear any other thoughts/ideas/solutions.
No doubt this iPod is getting restored (possibly at an apple store) when this is all done. From now on, I'm doing everything possible to backup on DVD's while on trips. I can't trust my iPod alone to be a dependable backup. This is unnacceptable!

Webservice in MII

Hallo
I try to connect a web service in MII with an action block. There is also set a credential alias.
By testing, I get the following error:
[ERROR] Error Invoking Web Service Action: The element type "p" must be terminated by the matching end-tag "</p>".
By testing the WS in Soapui it still works.
Any suggestions?

Hi,
I am a colleague of Sebastian and since we got new insight in the problem I want to tell you what we found out:
Since we couldn't find the real source of the problem we used the [Fiddler-Webproxy-Tool |http://www.fiddler2.com/fiddler2/] to monitor and log the HTTP traffic as man in the middle
We found out that MII calls HTTP webservices with the HTTP POST method (which is correct) while in HTTPS calls HTTP GET is used (which is wrong by design since all input parameters would have to be URL encoded)
Thus the return value for the webservice is a HTML 404 error page which can't be parsed sometimes.
We also saw that the requesting user agent string is different for HTTP and HTTPS so we assume these are two different libraries that are used by MII
There are a few pitfalls when you try to reproduce the behavior which could also explain why it works for most people.
MII has a special behavior working with Webservices. When you setup the action block you deliver the WSDL address and choose the right webservice action.
When the action block is executed the WSDL is requested again and the endpoint of the WSDL is used(!) for the webservice call.
So even if you request the WSDL over a HTTPS connection it can be that the webservice endpoint in the WSDL is a HTTP one and the webservice call itself will not be secured (and will also not show the above error)
Steps to reproduce the error:
On Netweaver there exists a simple demo webservice called SimpleEchoEJBBean
Go to Single Service Administration and switch this Webservice to HTTPS.
You have to do this so that the endpoint in the WSDL is switched to HTTPS. You can check this by looking at the WSDL in the browser.
Now try to communicate with this webservices via a MII action.
When you let the transaction run it can be that you wont get an error since MII parses the 404 error page without errors and just delivers no result. So the result of the webservice call will be empty.
When you start the transaction with debug outputs (CTRL+F5) you will see the error directly

SAP ME Test & Repair issue

Hi,
I am testing the SAP ME Test & Repair.
I have a remote computer (SEVA119) where I have installed PCAD server. And locally on PCAD server everything is working perfectly with the provided demo CAD job. I have also started the PCAD viewer server and the console window writes:
"PCAD Viewer Server Started on HTTP port 8082...
D2B Application Started on RMI port 5050..."
In my SAP ME site I have entered:
- In "System rule maintenance" stated that my D2B server is SEVA119.
- In "material maintenance" set C:
GenRad
GR Force D2B
Projects
GrDemo
GrDemo.a3p as drawing name
When running the PCA dashboard for an SFC and pressing the "D2B" button I get this error message:
"Retry failed; PCA Viewer server may be down on SEVA119 computer; contact system administrator to restart PCA Viewer or press F7 key again (Message 19034)"
Restarting PCA viewer won't help.
I have checked the default trace but there is no specific message.
What can be wrong?
Br,
Johan

Johan,
Looks as it would be good to have more details on
And locally on PCAD server everything is working perfectly with the provided demo CAD job
As I remember, there should have been 2 jar files delivered within ME installation package. Those files should be used to replace the same files in the folder of original PCAD installation. If then you launch PCAD viewer server, there is nothing shown in command window.
Please try if that works.
Regards,
Sergiy

UCCE Demo. CAD/CTI-OS on a single PG?

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