UCCE version 7.5.10

Agent is stuck in Reserve,
Everytime I put through a test call it puts the agent in RESERVE and locks up the Agent CAD until I hang up my cell phone.
any troubleshooting Ideas out there
CAD version 7.6.3

If the agent is struck in reserve state, it means that ICM has reserved the agent to transfer the call but unfortunately the call did not land in the agent extension. Please do check for the SIP trunk running between the CVP and CCM, also check for the CSS and PT from CCM

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DBLookup with UCCE 7.5 & SQL 2005

Does anyone know if the DBLookup to a SQL2005 database is now supported on UCCE 7.5? This wasn't previously supported in earlier UCCE versions although there was a workaround, albeit unsupported. I can find zero documentation on this compatability in the 7.5 docs online.

BTW, here is the doc from Cisco regarding the compatability with SQL 2005. It specifically notes that this was only tested on ICM 8.0 and higher. Now I wonder if they would have been referring to the original 8.0 which ended up as 7.5. If that's the case, no worries but would still like to see something confirming this fact.
https://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00808cf91a.shtml

Can't start Configuration Manager in UCCE 9.02

I can't start the Configuration Manager. The attach file is the error that shown during I started the Configuration Manager. But Script Editor Tool is working fine. I've checked all connectivity and DNS is work fine.
OS: MS 2008 STD. R2 SP1
SQL: MS SQL 2008 ENT. R2 SP1
UCCE: UCCE version 9.02
Deployment model: ROGGER A + B and AWHDSDDS A + B
All Server sync to NTP Server

I encountered the phenomenon which resembled this by UCCE8.5.
The problem was in DB.
What bad data was interfering with was a reason.
It turns out that the log of UpdateAW is seen.

Upgrading from 7.5 to version 8: CEM and CCS problem with the EDMT

Hi All;
The current UCCE is 7.5 and some scripts and configuration for the CCS and CEM were already done, when I tried to upgrade for version 8 and I used the EDMT version 8 to upgrade the side_A database (logger Database), then an error message appeared which states that CCS and CEM is existed and it should be removed.
After checking, I discover that UCCE version 8 is no more supporting CCS or CEM scripts and configuration.
But, how I can resolve this problem as removing all the related configurations and all the related objects in the scripts and the scripts will be very hard and very complex ... what is the solution to overcome this problem?
I think there should be a proper method or solution from CISCO to resolve this problem.
Looking forward to hear from someone that can help me.
Regards
Bilal

Hi All;
The current UCCE is 7.5 and some scripts and configuration for the CCS and CEM were already done, when I tried to upgrade for version 8 and I used the EDMT version 8 to upgrade the side_A database (logger Database), then an error message appeared which states that CCS and CEM is existed and it should be removed.
After checking, I discover that UCCE version 8 is no more supporting CCS or CEM scripts and configuration.
But, how I can resolve this problem as removing all the related configurations and all the related objects in the scripts and the scripts will be very hard and very complex ... what is the solution to overcome this problem?
I think there should be a proper method or solution from CISCO to resolve this problem.
Looking forward to hear from someone that can help me.
Regards
Bilal

Reporting value of UCCE User Variable

All,
Using SQL, where can I find the current value of an ICM User Variable? I use these for many things including open hours in admin scripts and when special helpdesk messages are ative. I've been reading the database schema document and it's telling me to look in the t_Persistent_Variable table and yet it is blank.
Thanks in advance for the help
UCCE version 8.5

This query could be helpful, depending on the size of your contact center. This can only be ran against the logger; the aw and hds databases do not hold data within the persistent variable table.
SELECT uv.ObjectType, pv.ValueInt, uv.VariableName, pv.ValueChar
FROM Persistent_Variable pv, User_Variable uv
WHERE pv.UserVariableID = uv.UserVariableID
ORDER BY uv.VariableName DESC
The other option you have is using rttest. You can log into your Call Router and run this via command prompt, as an example.
C:\>rttest /system /cust
rttest: expr ..
rttest doc:
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00800ac69b.shtml

Monitoring UCCE by SCOM

Hello All,
Our customer has a UCCE version 8.5.
And asked me if the Microsoft SCOM is supported in order to do monitoring/alerting. If yes, exist Management Pack SNMP traps for SCOM?
Many thanks for your answer.
-marcel

Interesting link. Is the underlying communications model SNMP?
"SCOM uses the term management pack to refer to a set of filtering rules specific to some monitored application."
OK, I personnaly don't know of anything like this.
I have worked with developers who wrote filtering rules for SolarWinds Orion. It's a matter of knowing what processes a ICM node requires (a Router node has different Processes to a PG node) and that's standard ICM stuff. Then set up the NM tool to look for those processes with a regular SNMP GET on the Process table. This is the health check probe.
The MIB defines what the traps mean, and if you want to catch them, and interpret them, all I know is the MIB.
Regards,
Geoff

Is it possible to create a report for script selections?

I am using UCCE version 8.5 and programming with Internet Script Editor. I would like to know which options callers are selecting in my script. I know how to do this by monitoring the script. I would like to have it captured in a report so that I do not have to remain logged in while monitoring the script. I can get the information for the skill group from CUIC. The information I am looking to capture happens in the script before it gets to the skill group.
Thanks,
Dale

Maybe I am not understanding your question, the simple answer is Call Types, one of the functions of Call Types is to obtain call counts through various paths in the script. You do want to be careful with where you place Call Types in your script, Call Types are used both for Call counts and Service Level calculations.

Agent desktop goes to not ready randomly

Hello,
We have ctios agent desktop version 8 and we have ucce version 8. We have user that randomly was put to not ready state without clicking on anything and when she tries to put herself back all buttons are grayed out even she closed application and still the user could not log out. Until we rebooted cisco phone or called someone from her phone it worked fine. Keep in mind it shows the right state of the agent on cisco supervisor it just shows wrong on the user agent desktop.
Any suggestions please.
Thanks,

I got some time to go through the logs.
i see agent state has changed to not ready with reason code 32767.
08/08/14 12:34:09.798 3864 CTIOSSoftphone Thd(3396) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = c1b0010
08/08/14 12:34:09.798 3864 CTIOSSoftphone Thd(3396) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eNotReady SG#:40106 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:32767 SGState:2 SessID:0 MRDID:1 ICMAGID:5124 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:2192 AGID:278 AGInstr:2192 CTIClntSig:CTIOSServer Msk:0xc1b0010 UniqObjID:agent.5000.278 MsgID:eAgentStateEvent DvrKey:agent.5000.278 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0 MskExt:1)
the reason code gets set when "redirect on no answer" occures, i know it as RONA.
Q 1> how your solution is configured to handle RONA? i understood that you are using CVP, correct?
RONA in CVP is configured differently than in normal environment, you have to use Router Requry there. there are some good post on this topic, you may want to read those.
Q2> I see in the logs that, agent is trying to do singlestep transfer on two DN's
"2193" and "2194", so what are this DN's?
Q3> how many lines a Agents phone is configured with?
regards
Chintan

All agents were logged of automatically from agent dekstop

Hello,
We had an issue last week where all agents where logged of automatically. By the way we have UCCE version 8, CTIOS agent desktop 8, Call manager 8, and 7961 Cisco phones. Agents were able to log back in and everything seems to be working fine. We are running duplex mode in call center. on the CTIOS server it show in call manger the agent destkop unregister, however the call manager and switch logs doesnt show unregister. It is really weird and on the switch there isnt any errors that indicate that packets were loss, does any UCCE expert out there know what could of been the root cause. The error on the CTIOS server says cucm faulire for all those phones but phones werent unregistered.
Any Suggestion please help.
Thanks,

All agents logged off, not just half? Typically when you run in duplex, half of those CTI OS Agent Desktops should connect to your secondary CTIOS server (50% chance at login). Are the effected agents all in the same location? To me this points to perhaps being a network issue if everyone was effected.
Can you run a report on the Logout codes for the effected agents? What logout codes were recorded for this event?
-Jameson

Agents state getting changed automatically from NotReady to Ready

Agents state getting changed automatically from NotReady to Ready on random position during break time. Can some help me out?
UCCE version 8.5

Hello Ahmad,
Bug below describes a scenario where the agent is transitioned to the Ready state without manually changing it.
Also effects 8.5.
CSCty97770
Save Bug
UCCX: Agent Incorrectly Set To Ready After RNA On ICD Extension
Symptom:
A Unified Contact Center Express (UCCX) agent may transition to the Ready state without manual intervention.
Conditions:
This occurs when, while on a call on the personal line, the agent receives a consult transfer from another agent on the ICD line, does not answer this call and the call is disconnected by the calling agent. When processing this disconnect, the agent state is incorrectly transitioned to Ready even though the call is still in progress ...more
Details
Known Affected Releases: (2)
8.5(1)SU2 | 8.0(2)SU4
Known Fixed Releases: (1)
9.0(.96000.398)
Product: Cisco Unified Contact Center Express
Hope this helps,
Please rate helpful posts.
Thanks.

Silent Monitoring

Hello All,
I need some guideance on how to use silent monitoring, we just set it up, however we don't know if we're using it properly or not
when the supervisor wants to silent monitor an agent what does she need to do ?
we can't find the "start voice monitor button" do i need to configure it under desktop admin ?
however if we do intercept start voice monitor, we don't get an error however how does it work ?
the supervisor phone is on hook
where does the audio will come from ?
could you please explain to me how to use it ?
thank you
i read the end user guide for supervisor and it only says
To start monitoring an agent:
1.Choose an agent in the Agents tree.
2.Click the Start Voice Monitor button, or choose Intervention > Start Voice Monitor.
To stop monitoring an agent:
■Click the Stop Voice Monitor button, or choose Intervention > Stop Voice Monitor.
thanks

I am testing voice monitor with UCCE version 7.5. I created 2 teams with similar configuration and each team has its own supervisor & agent. The voice monitor works fine for 1 team but not the other.
Team 1 (working):
* Supervisor login to supervisor desktop & CAD
* Agent login to CAD
* Supervisor press CTRL+A while the agent is having conversation
* Voice coming out from the supervisor's phone
* Supervisor can see "connected" status on his CAD
Team 2 (not working)
* Supervisor login to supervisor desktop & agent desktop
* Agent login to agent desktop
* Supervisor press CTRL+A while the agent is having conversation
* No voice is coming out
* Nothing is happening on the supervisor's CAD
Could you provide hints where should I start for troubleshooting?

CAD agent wrap up time Settings!!

Hello,
Here is the requirement I have with one of our customer.
UCCE version :7.5.1
CAD Version: 7.6.1
requesting to have the agents be placed in a 5 seconds wrap state after each call and after the 5 seconds auto pushed into a ready state. however, if they need more time they can select the WNR button (before the call ends) and extend that time to 1 minutes. After 1 minutes the system would auto place them in a ready state. Can this be done?

You can set the 5 seconds you need really easy in the UCCX site (Click here), to configure the WNR button, I think you can do it from the Desktop Administrator.
Rolando Valenzuela.

Query Skill Group - Translation Route mapping from Routing Script

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

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

How to smoothly migrate from System PG to Generic PG?

The customer has UCCE version 8.5. He uses System PG.
There is a need to implement EIM / WIM, but according to the documentation:
E-Mail Manager Option, Web Collaboration Option, as well as E-Mail Interaction Manager and Web Interaction Manager (Unified EIM/WIM) are not supported with deployments that use the System PG. (http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE)
Does anyone have an idea of how is better to migrate from the System PG to Generic PG? And how to save the existing statistics in HDS database?

Hi,
I am afraid it's not possible.
You can try changing the type of the PG to Generic PG, but you'll have to create two PIM types (CallManager/SoftACD and VRU), and this would, of course, generate new Peripheral ID's, and a whole new way of database records, for instance, TCD's.
G.

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

UCCE version 7.5.10

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