UCCX 7.0 Calls in Queue

Is a readerboard required in order for CAD agents to see calls in queue?

Hi Staci,
You can see them in CAD, in the real time statistics options, where it says contact service queue statistics, this is not the best and easy way because you have to open that window everytime you need to see the calls in queue, maybe that work for you, but I think a wallboard is a better option.
Gabriel

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UCCX Queues showing bogus calls in Queue and they will not clear

I have many queues and two of them show one call in each of the queues on the supervisor desktop. However there is not any call in the queue. How do I clear theses calls/stats on the supervisor desktop for the end user so it does not show bogus calls on the queue on her clent?

Hi Jonathan ,
What is your UCCX version .
Looking at the problem description i am suspecting that your system is hitting BUG:-CSCsu40814
BUG:-CSCsu40814
Symptom:
The supervisor desktop realtime reports will show an entry in "Oldest in Queue" that appears to be a call in the queue but has no time associated with it. The issue will show as 1(00:00:00)
Conditions:
So far the only condition that exists is that calls are coming into the system.
Workaround:
None
Further Problem Description:
The system RealTime Reports does not reflect this call and it is only shown in the Supervisor Desktop display. There is not actually a call in queue as well and it seems to be a reporting error.
The defect can be explained as follows:
++         This happens because of any of the unsupported configurations/actions for UCCX.
++         This will lead the UCCX engine not to clear the entry of the call internally and thus it will send messages to the CSD to display the call.
++      Ideally when you have a legitimate call: "1[00:20:00]", this means that there is 1 call in the queue for 20min. However, 2[00:00:00] means that this call is no longer in the queue, but there is a false entry of the same.
++         Therefore, the restart of the engine will remove these entries
++         This entry will be created in the UCCX engine when an unsupported action is performed such as transfer to a different Route point etc. (not necessarily this).
++         The defect addresses how such a call is handled so that the call entry can be appropriately cleared.
++         It would be difficult to say why the issue started to occur, but we can explain as to why the entries are seen on CSD and how we can clear them.
Please note the following:
++        All unsupported scenarios/configurations mentioned in the guide have to be avoided:
o   http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/release/notes/uccx_802_rn.pdf
++         All the unsupported configurations can cause this issue to occur. However, the defect-fix has been verified for the following configurations:
1.       When an agent on call c1 initiates consult c2 to the RP,cti port, c2 is just in the process of getting queued when agent completes transfer and so c1.iaqstate is set incorrectly to NOT_IN_QUEUE due to a race condition. The defect CSCsu40814 occurs even in regular, supported agent to rp transfer scenarios due to race condition.
2.       As soon as the agent went reserved for the primary consult , he answered the primary consult but even before the main call could be fully transferred to the agent, He held the primary consult call and initiated a new call to the RP. This is what caused the main IAQ call to terminate. And he was left only with the new call he initiated. So he again initiates another consult and completes transfer.So the agent wanted to answer the PRIMARY consult and immediately transfer it back to the RP without talking to the caller.In this particular scenario, the call was between 2 CTI ports
Issue can be resolved by restarting the CCX engine(in off hours). This is a temp workaround .
you need to check if agent's are not using any unsupported configuration .

CUEAC Console stuck calls in Queue

Hello,
We have an issue with stuck calls in CUEAC console. The inbound calls get stuck in All Queue and do not drop to Active calls. Cannot be answered, moved, etc. Operator needs to lift the receiver on the C7965 phone and put it back to terminate the call.
We tried a lot of steps to fix the issue - completely re-installed CUEAC Server, client, CT gateway devices, CTI Route pointes, and etc with Cisco TAC help. Also replaced network cables, replaced the phone, replaced computer. Same issue. Everything was working fine for a couple of years, but now it started all of a sudden. We get probably about 10 to 20 issues like that though out the day.
Can anybody advise please?
Thank you,
-Alex

I feel your pain on this one my friend...
There are so many reason why a call can get "stuck." If this is a chronic, business impacting problem, I suggest opening a TAC case to have your logs reviewed.
Otherwise, search the forums for other threads relating to this topic.
Do you know if the call was active? What I mean is, was there a caller on the line for 45 minutes? I doubt it, as most people will not wait 45 minutes.
There has been a long standing issue with phantom calls in UCCX, and in 7x Cisco provided a way to clear these calls without the need for bouncing the whole CRS engine. So it's just something you learn to live with.
I would encourage you, if you don't already, limit the length of time a caller can queue, before you send them somewhere else. Or, put some sort of notification in place (email, place call, etc) so you can address the issue, before it becomes a 45 minute call, followed by a disconnect.

Only one active call in queue

After smooth with wizard create application on ccx 5.0(2) everything was going well except thing that I can have only one call at queue. For next call I get busy signal until call in queue was terminate or answered.

You need a bigger port pool (group). I haven't played with UCCX for a while, but with IPIVR you had to configure both the number of ports and the size of the Media Control Group.
Check your settings.
Maybe you have one configured to match the number of ports you want - probably up to your licence - (corresponding to the number of concurrent calls in the IVR getting treatment or in queue) but not the other. Easy mistake to make back then.
Regards,
Geoff

Calls in queue drop when first call is answered

When all agents are busy and there are multiple calls in queue, at the point a call gets routed to an agent and answered from queue, the other calls in queue hear the disconnect prompt.
This is CME 9.1 on Version 15.0(1r)M16
application
service queue flash:app-b-acd-2.1.2.3.tcl
param queue-len 30
param aa-hunt1 7426701
param queue-manager-debugs 1
param number-of-hunt-grps 1
service KCC flash:app-b-acd-aa-2.1.2.3.tcl
paramspace english index 1
param handoff-string KCC
paramspace english language en
param call-retry-timer 15
param service-name queue
param drop-through-option 1
param second-greeting-time 60
paramspace english location flash:
param drop-through-prompt _TYFC.au
param send-account true
param max-time-vm-retry 3
param voice-mail 1426900
param max-time-call-retry 1400
param aa-pilot 7427701
param number-of-hunt-grps 1
Thanks in advance.
HHe

Try this , see if that helps...
param queue-len number
Router(config-app-param)# param queue-len 15
Sets the maximum number of calls allowed in each ephone hunt group's call queue used by Cisco Unified CME B-ACD.
•number—Number of calls that can be waiting in the call queue for each ephone hunt group. The range is from 1 to 30. The default is 10.

Calls In Queue on Cad

Is there an easy way to display Calls In Queue inside the CAD? Maybe even longest waiting call? Aside from clicking around the tool bar and opening windows, is there a solution for pushing this available info out to the CAD?
Anyway to modify the Icons in the Supervisor Agent List. Currently it shows Ready and Not Ready, but is there a way to create customized Icons that match Not Ready States?
Duh...

The Calls in Queue is displayed as a report within CAD. Agents would have to click on the Reports icon (or Ctrl-Q) then select Contact Service Queue Statistics.
If you want more detail, one workaround is to use a wallboard. There are some opensource ones available (search the forums). If you have a web-based wallboard setup, you can customize it, then display it as a tab within the CAD integrated browser. That way your agents always see it (without clicking), and you can show any data you want.
I don't believe you can modify the Supervisor Desktop icons.

Webview: Maximum Wait Answer Time or Longest Call in Queue Fields or operation

Hi,
Currently have a cutsomer who needs custom reports, on the customization he requieres to place on a historic basis a field which he calls Max Wait Ans, this field refer to the Maximum time a caller waits for an agent to answer the call or the same as a Longest Call in Queue Field or operation.
I've seen that the value is presented on a real time report, but the customer doesn't need the last or real time value, he need to know for a certain period of time the maxium wait answer time.
Is there any way to get this value?
Any help will be apprecaited.
Regards,
Claudio.

You're probably going to want to query the Termination_Call_Detail table for a combination of NetQTime, NetworkTime, RingTime, LocalQTime, and DelayTime. Check the DB schema for the meaning of all the fields to see which ones you want to include to get the number you want. The question didn't mention the specific ICM version, but it's tagged as CCE7, so here's a link to the 7.5 schema guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/reference/guide/icm75schema.pdf
You'll want to sum based on RouterCallKey (and RouterCallKeyDay if your query will span multiple days).
Another good thing to consider if this is going to be heavily utilized is to write some soft of stored procedure that runs on a set schedule to populate another DB table with an interval ID, CallTypeID (or whatever unique identifier you want) and the max wait ans time. That way when you want to run a report, you're just querying the summary table, not the TCD for the entire timeframe.

UCCX to generate calls on alerts

Hello All,
Has anyone ever tried or know if the following is possible with UCCX :
We have network monitoring tools that sometimes generates alerts at night.
We want it to be able to call some people on their GSM.
We've tried other packaged tools but were not very efficient.
Can we do that with a UCCX ?
Monitor some alert (what ever their form maybe, we can adapt) and on that information, call with a specific prompt.
UCCX would give the ability to control the number of calls and others things other tools wouldn't.
Thanks

Hi, yes, possible it is.
I have a similar kind of monitoring solution.
One more thing: this works with UCCX premium or IP IVR only, as HTTP triggers are used.
I have an application server, running a container of various scheduled processes. Each process has its own specific task and specific object, for instance, network reachability (using ping) of the CUCM Publisher or disk state (using SNMP Get) of the ICM AW server.
If a predefined threshold is reached, or simply put, a condition is evaluated to true, the process does a HTTP get request, triggering an UCCX application, with various parameters (like severity etc). The UCCX app then calls the engineer on duty (Place call), plays a message - and even writes a record into a database table whether the engineer picked it up, and the timestamp.
Good luck.
G.
Sent from Cisco Technical Support Android App

UCCX 10.0 Finesse Supervisor Calls in Queue

I hope I'm missing something because this seems too easy. How does the Supervisor see how many calls are waiting in queue in real time using Finesse? I tried to use the Queue Gadget URL but I'm thinking this is only for UCCE and not UCCX.
Thanks,
Dan

Here is a slightly better tool especially if the supervisor monitors multiple queues
Here is the code
I added it to the “manage team” tab
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8EF510810000140000000EB0A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget>
I found it here
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/config/guides/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release-10-5/UCCX_BK_U9F91527_00_unified-ccx-administration-guide-release_chapter_010110.html#CFIN_TP_ME9474E7_00

UCCX limit duration of calls in Queue

Hi,
How can I redirect a call to another queue after it stays in the first queue for X amount of time? This is to say to limit the duration of a call in the first queue to X amount and then once it reaches that target, it will be redirected to another queue.
best regards
Abebe

Create a queue loop counter and then check its value every time the call loops through the loop logic such as:
queue:
if counter = X
dequeue
select resource (new CSQ)
else
play annoucment
moh
increment counter
goto queue
The counter number would be based on your total MOH and announcement length, so if you play 30 sec of MOH and 10 sec annoucment, that gives you 40 sec, if you want the call to be queued for 2 minutes (120 sec / 40 sec) your counter would be 3.
Chris

Need a way to equally distribute calls between queues for unknown area codes

I have UCCX 8.0 SR2 installed where my script
is utilizing an XML file with 240 area codes. The script queries the Calling Number against the retrieved data from the returned data of the XPath. Therefore, in my script I have set Enterprise data for a variable called "Unknown" for calls that have not been defined by area code in that file which is then sent to a single queue. My customer does not have a the option to perform percent allocation in the cloud nor are they using Callmanager/gateway to perform this type of distribution since the analyzing of the area code is done at the script level.
I need to find a way to distribute these calls between two queues evenly within the scripting. For example for every odd numbered "Unknown" call the call is sent to the queue B and every even numbered call is sent to queue A. How can I script for this in UCCX 8?

What we did is to count the number of calls handled by these CSQs. Then do a MOD by 2 on this "count1" (1 to include the current call) to find if it is even or odd and then send to the respective CSQ.

UCCX- adjust abandoned call time or delay

Hello all....
I'm very new and green to UCCX- version 8.5.1 . I have a colleague here looking to adjust the time or delay for when an incoming call to our queue is deemed abandoned. Apparently our wallboard is showing an abandoned call very quickly wo giving an agent time to answer the call. Is there a parameter that can be adjusted for this purpose? I googled a bit, but no significant help.
Thanks in advance ....Dennis

Hi Dennis
There's no parameter in UCCX.
The typical approaches to this are:
- For historical reporting, discount calls that abandon within x seconds as listed on the CSQ Call Distribution report. Alternatively, create a custom report that does this automatically.
- For a wallboard, you would need to have a wallboard that could be customised similarly. CCX puts the stats (including abandon count) per CSQ in the 'realtime' CSQ table designed to be used by wallboards. You would need to bypass this and use a custom query against the historical tables to get such a calculation.
Regards
Aaron

UCCX 8x. - Agent Personal Queue Question - Dequeue to Overflow verses add secondary resource

All,
I am writing a script for Agent Queue on UCCX 8x, and I want a secondary agent to be able to answer calls for this Queue when the primary Agent is on Break or Logged out .
I am thinking two options:
A. Dequeue to Overflow Queue
B. Adding a secondary agent assign skill level 10 to the Queue instead.........but the issue here is that this secondary agent belongs to another queue and would need to have a choice whether to answer calls from the other Queue.
What do you think is the best option?

What if you set queue priority better so the backup agent always answer this queue first and if it is empty he will answer the second queue till the other agent is available?

UCCX 10.5 - Finess Supervisor Queue Data

Greenfield install of UCCX 10.5 using finesse. The Agent desktop has a gadget that does shows the number of calls in each queue they participate in. The supervisor desktop does not have a such an animal and it would be nice if it did. I wish the reportThe Voice CSQ shows the time the longest call has been in queue, but not a how many calls are in queue which is what the supervisor cares about the most. If it is a question of real estate, get rid of the counter for agents in reserved state. The CUIC Live Data Voice CSQ Summary Report
I also don't like that ALL of the queues show in this report, not just the ones the supervisor has responsibility for. It should be limited by team.
On the agent detail report, I don't need to see a separate line for every queue an agent participates in. The state is the same for all queues. When you have 8 agents that answer calls for 5 queues, that is 32 lines giving redundant information.
I'm guessing the answer is going to be to modify finesse.... Not looking forward to that as I am not a web programmer.

Any luck on this? Experiencing the same problem.
edit: I did just find this in my search
http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html

UCCX 7.0 calls abandoned after 15 minutes waiting in CSQ

Hi,
I have made a test lab environment to simulate a problem.
There is one agent and one CSQ. When I call the script trigger number the agent phone rings and I answer the call.
I keep this call on and put both phones on mute.
When I call from another phone to the trigger number I hear the prompt "you are the first waiting customer...."
I let the second caller waiting in the queue for more then 15 minutes.
When the 16th minute starts I hear another message from UCCX itself (not one of my own prompts) that the call cannot be answered. This message repeats a couple of times and then the call is abandoned.
Could you please let me know if this is default normal behavior of the UCCX system?
Is this a parameter which I can change to unlimited waiting time?
Thanks in advance,
Regards,
Ruben

This issue happened because our script exceeded 1000 lines. We saw this after debugging the script. We changed the level to exceeded after 2000 lines. We now get the error message from UCCX self after 40 minutes which for us is a workable solution.
Thank you for your help.
Regards
Ruben

UCCX 7.0 Calls in Queue

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