UCCX 7 Agent Based Routing - Best Approach

Hello all,
Our agent phones have two lines. The first line is the contact centre agent number and the second line is the agent's personal DDI.
I am trying to work out the best approach to deal with calls coming in on the DDI line as I would like these to be part of the contact centre too and be able to report on call activity here. My initial thoughts are that a call will come into the DDI and if the agent is not available then it will be transfered to the CSQ for that agent.
Would it be better for the DDI line to have a "call foward all" set to the CSQ trigger and then use some enterprise parameter to see the original called number, do a lookup and send this call to the agent whose DDI it is? I'm just wondering how this is achieved programatically? Or would a better approach be for all of the agent DDI numbers to be triggers for the UCCX application? This leads to the question how many triggers can an application have?
Thanks,

This is always a sticky topic. Both of your ideas are possible and there isn't really a "best" option IMO.
If you create a trigger and have agents CFA their lines to it, then it is only a single trigger in CCX to configure.
Agents can turn this off by disabling CFA. This could be good or bad though.
CCX would need to handle redirecting the call to VM if reaching the agent fails.
You remove the ability for the agent to even see the call (call waiting) since the busy trigger is set to one on their ICD line. Their only indication someone called would be if they leave a voicemail.
There is no documented limit of triggers per application.
Agents cannot turn this on/off.
Everything else would be the same as option one.
You can do this either with a Call Consult Transfer step or attempt an agent-based routing with the Select Resource step. For reporting reasons you would want to use Select Resource though. This also means the agent cannot answer calls at all unless they are logged in to CAD though.
Also, you could choose to route to a CSQ instead of the agent's voicemail in any of these scenarios if you wanted. CCX cannot queue callers to a specific agent and CSQs don't scale well enough to have one per agent. This somewhat depends on who is calling though. A menu option with choices works well: Press one for voicemail or two to speak with another representative."
Lastly, another scenario might be to create an IVR with a "dial by extension" concept where the customers know the extension of who they are reaching and not the direct line number. CCX could do agent-based routing as discussed above there. The advantage is that their direct line would remain untouched. This only works if they would refrain from giving that number out though.

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I have done all the configuration for agent based outbound.calling is hitting the CAD but accept button are not visible.Please give me your suggestion

Hi Kiran,
Navigate to Desktop Work Flow Administrator, Call Center 1-> Work Flow Configuration->Work Flow Groups> Default>CAD Agent> User Interface. Under the Outbound Dialer, check the check box for Direct Preview.
Regards
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using System.Collections.Generic;
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Solved!
Go to Solution.

SebSieros wrote:
Hi Davood,
Could you please expand on what you mean by agent based modelling in detail and what exactly you are trying to accomplish?
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Kind regards
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Attachments:
Project.png ‏105 KB

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it's very specific requirements
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What's the best approach to resetting Calendar data on Server?

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Here's the error log...
File "/System/Library/Frameworks/Python.framework/Versions/2.7/Extras/lib/python/twi sted/internet/defer.py", line 1099, in _inlineCallbacks
2015-01-31 07:14:41-0600 [-] [caldav-0]         result = g.send(result)
2015-01-31 07:14:41-0600 [-] [caldav-0]       File "/Applications/Server.app/Contents/ServerRoot/Library/CalendarServer/lib/python 2.7/site-packages/txdav/caldav/datastore/sql.py", line 3635, in component
2015-01-31 07:14:41-0600 [-] [caldav-0]         e, self._resourceID
2015-01-31 07:14:41-0600 [-] [caldav-0]     txdav.common.icommondatastore.InternalDataStoreError: Data corruption detected (Invalid property: GEO:33.4341666667\\;-112.008055556
2015-01-31 07:14:41-0600 [-] [caldav-0]     BEGIN:VCALENDAR
2015-01-31 07:14:41-0600 [-] [caldav-0]     VERSION:2.0
2015-01-31 07:14:41-0600 [-] [caldav-0]     CALSCALE:GREGORIAN
2015-01-31 07:14:41-0600 [-] [caldav-0]     PRODID:-//Apple Inc.//Mac OS X 10.8.2//EN
2015-01-31 07:14:41-0600 [-] [caldav-0]     BEGIN:VEVENT
2015-01-31 07:14:41-0600 [-] [caldav-0]     UID:[email protected]
2015-01-31 07:14:41-0600 [-] [caldav-0]     DTSTART:20121114T215900Z
2015-01-31 07:14:41-0600 [-] [caldav-0]     DTEND:20121114T232700Z
2015-01-31 07:14:41-0600 [-] [caldav-0]     CLASS:PUBLIC
2015-01-31 07:14:41-0600 [-] [caldav-0]     CREATED:20121108T123850Z
2015-01-31 07:14:41-0600 [-] [caldav-0]     DESCRIPTION:Flight leg 2 of 2 for trip from MSP to LAX\\nhttp://www.google.
2015-01-31 07:14:41-0600 [-] [caldav-0]      com/search?q=US+29+flight+status\\nBooked on November 8\\, 2012\\n
2015-01-31 07:14:41-0600 [-] [caldav-0]     DTSTAMP:20121114T210756Z
2015-01-31 07:14:41-0600 [-] [caldav-0]     GEO:33.4341666667\\;-112.008055556
2015-01-31 07:14:41-0600 [-] [caldav-0]     LAST-MODIFIED:20121108T123850Z
2015-01-31 07:14:41-0600 [-] [caldav-0]     LOCATION:Sky Harbor International Airport\\, Phoenix\\, AZ
2015-01-31 07:14:41-0600 [-] [caldav-0]     SEQUENCE:0
2015-01-31 07:14:41-0600 [-] [caldav-0]     STATUS:CONFIRMED
2015-01-31 07:14:41-0600 [-] [caldav-0]     SUMMARY:US 29 from PHX to LAX
2015-01-31 07:14:41-0600 [-] [caldav-0]     URL:http://www.hipmunk.com/flights/MSP-to-LAX#!dates=Nov14,Nov17&group=1&s
2015-01-31 07:14:41-0600 [-] [caldav-0]      elected_flights=96f6fbfd91,be8b5c748d;kind=flight&locations=MSP,LAX&dates=
2015-01-31 07:14:41-0600 [-] [caldav-0]      Nov14,Nov16&group=1&selected_flights=96f6fbfd91,
2015-01-31 07:14:41-0600 [-] [caldav-0]     END:VEVENT
2015-01-31 07:14:41-0600 [-] [caldav-0]     BEGIN:X-CALENDARSERVER-PERUSER
2015-01-31 07:14:41-0600 [-] [caldav-0]     UID:[email protected]
2015-01-31 07:14:41-0600 [-] [caldav-0]     X-CALENDARSERVER-PERUSER-UID:D0737009-CBEE-4251-A288-E6FCE5E00752
2015-01-31 07:14:41-0600 [-] [caldav-0]     BEGIN:X-CALENDARSERVER-PERINSTANCE
2015-01-31 07:14:41-0600 [-] [caldav-0]     TRANSP:OPAQUE
2015-01-31 07:14:41-0600 [-] [caldav-0]     BEGIN:VALARM
2015-01-31 07:14:41-0600 [-] [caldav-0]     ACKNOWLEDGED:20121114T210756Z
2015-01-31 07:14:41-0600 [-] [caldav-0]     ACTION:AUDIO
2015-01-31 07:14:41-0600 [-] [caldav-0]     ATTACH:Basso
2015-01-31 07:14:41-0600 [-] [caldav-0]     TRIGGER:-PT2H
2015-01-31 07:14:41-0600 [-] [caldav-0]     UID:040C4AB7-EF30-4F0C-9D46-6A85C7250444
2015-01-31 07:14:41-0600 [-] [caldav-0]     X-APPLE-DEFAULT-ALARM:TRUE
2015-01-31 07:14:41-0600 [-] [caldav-0]     X-WR-ALARMUID:040C4AB7-EF30-4F0C-9D46-6A85C7250444
2015-01-31 07:14:41-0600 [-] [caldav-0]     END:VALARM
2015-01-31 07:14:41-0600 [-] [caldav-0]     END:X-CALENDARSERVER-PERINSTANCE
2015-01-31 07:14:41-0600 [-] [caldav-0]     END:X-CALENDARSERVER-PERUSER
2015-01-31 07:14:41-0600 [-] [caldav-0]     END:VCALENDAR
2015-01-31 07:14:41-0600 [-] [caldav-0]     ) in id: 3405
2015-01-31 07:14:41-0600 [-] [caldav-0]
2015-01-31 07:16:39-0600 [-] [caldav-1] [-] [txdav.common.datastore.sql#error] Transaction abort too long: PG-TXN</Applications/Server.app/Contents/ServerRoot/Library/CalendarServer/lib/ python2.7/site-packages/calendarserver/tools/purge.py#1032$_cancelEvents>, Statements: 5, IUDs: 0, Statement: None
2015-01-31 08:08:40-0600 [-] [caldav-1] [AMP,client] [calendarserver.tools.purge#warn] Cleaning up future events for principal A95C9DB2-9757-46B2-ADF6-4DECE2728820 since they are no longer in directory
2015-01-31 08:09:10-0600 [-] [caldav-1] [-] [twext.enterprise.jobqueue#error] JobItem: 39, WorkItem: 762001 failed: ERROR: canceling statement due to statement timeout
2015-01-31 08:09:10-0600 [-] [caldav-1]
2015-01-31 08:13:40-0600 [-] [caldav-1] [-] [txdav.common.datastore.sql#error] Transaction abort too long: PG-TXN</Applications/Server.app/Contents/ServerRoot/Library/CalendarServer/lib/ python2.7/site-packages/calendarserver/tools/purge.py#1032$_cancelEvents>, Statements: 5, IUDs: 0, Statement: None

<facepalm> Well, there you go. It turns out I was over-thinking this. The Calendar app on a Mac can manage this database just fine. Sorry about that. There may be an easier way to do this, but here's how I did it.
Use the Calendar.app on a local computer to:
- Export the corrupted calendar to an ICS file on the local computer (Calendar -> File -> Export -> Export)
- Create a new local calendar (Calendar -> File -> New Calendar -> On My Mac)
- Import the corrupted calendar into the new/empty local calendar (Calendar -> File -> Import...)
- Delete years and years of old events, including the one that was triggering that error message
- Export the (now much smaller) local calendar to another ICS file on my computer (Calendar -> File -> Export -> Export)
- Create a new calendar on the server (Calendar -> File -> New Calendar -> in the offending server-based iCal account)
- Import the edited/fixed/smaller/no-longer-corrupted calendar into the new/empty server calendar (Calendar -> File -> Import...)
- Make the newly-created iCal calendar the primary calendar (drag it to the top of the list of calendars on the server)
- Delete the old/corrupted calendar (right-clicking on the bad calendar in the calendar list - you can only delete it once it's NOT the primary calendar any more)

Best approach to do Range partitioning on Huge tables.

Hi All,
I am working on 11gR2 oracle 3node RAC database. below are the db details.
SQL> select * from v$version;
BANNER
Oracle Database 11g Enterprise Edition Release 11.2.0.3.0 - 64bit Production
PL/SQL Release 11.2.0.3.0 - Production
CORE 11.2.0.3.0 Production
TNS for Linux: Version 11.2.0.3.0 - Production
NLSRTL Version 11.2.0.3.0 - Production
in my environment we have 10 big transaction (10 billion rows) tables and it is growing bigger and bigger. Now the management is planning to do a range partition based on created_dt partition key column.
We tested this partitioning startegy with few million record in other environment with below steps.
1. CREATE TABLE TRANSACTION_N
PARTITION BY RANGE ("CREATED_DT")
( PARTITION DATA1 VALUES LESS THAN (TO_DATE(' 2012-08-01 00:00:00', 'YYYY-MM-DD HH24:MI:SS') ) TABLESPACE &&TXN_TAB_PART1,
PARTITIONDATA2 VALUES LESS THAN (TO_DATE(' 2012-09-01 00:00:00', 'YYYY-MM-DD HH24:MI:SS') ) TABLESPACE &&TXN_TAB_PART2,
PARTITION DATA3 VALUES LESS THAN (TO_DATE(' 2012-10-01 00:00:00', 'YYYY-MM-DD HH24:MI:SS') ) TABLESPACE &&TXN_TAB_PART3
as (select * from TRANSACTION where 1=2);
2. exchange partion for data move to new partition table from old one.
ALTER TABLE TRANSACTION_N
EXCHANGE PARTITION DATA1
WITH TABLE TRANSACTION
WITHOUT VALIDATION;
3. create required indexes (took almost 3.5 hrs with parallel 16).
4. Rename the table names and drop the old tables.
this took around 8 hrs for one table which has 70 millions of records, then for billions of records it will take more than 8 hrs. But the problem is we get only 2 to 3 hrs of down time in production to implement these change for all tables.
Can you please suggest the best approach i can do, to copy that much big data from existing table to the newly created partitioned table and create required indexes.
Thanks,
Hari

>
in my environment we have 10 big transaction (10 billion rows) tables and it is growing bigger and bigger. Now the management is planning to do a range partition based on created_dt partition key column.
We tested this partitioning startegy with few million record in other environment with below steps.
1. CREATE TABLE TRANSACTION_N
PARTITION BY RANGE ("CREATED_DT")
( PARTITION DATA1 VALUES LESS THAN (TO_DATE(' 2012-08-01 00:00:00', 'YYYY-MM-DD HH24:MI:SS') ) TABLESPACE &&TXN_TAB_PART1,
PARTITIONDATA2 VALUES LESS THAN (TO_DATE(' 2012-09-01 00:00:00', 'YYYY-MM-DD HH24:MI:SS') ) TABLESPACE &&TXN_TAB_PART2,
PARTITION DATA3 VALUES LESS THAN (TO_DATE(' 2012-10-01 00:00:00', 'YYYY-MM-DD HH24:MI:SS') ) TABLESPACE &&TXN_TAB_PART3
as (select * from TRANSACTION where 1=2);
2. exchange partion for data move to new partition table from old one.
ALTER TABLE TRANSACTION_N
EXCHANGE PARTITION DATA1
WITH TABLE TRANSACTION
WITHOUT VALIDATION;
3. create required indexes (took almost 3.5 hrs with parallel 16).
4. Rename the table names and drop the old tables.
this took around 8 hrs for one table which has 70 millions of records, then for billions of records it will take more than 8 hrs. But the problem is we get only 2 to 3 hrs of down time in production to implement these change for all tables.
Can you please suggest the best approach i can do, to copy that much big data from existing table to the newly created partitioned table and create required indexes.
>
Sorry to tell you but that test and partitioning strategy is essentially useless and won't work for you entire table anyway. One reasone is that if you use the WITHOUT VALIDATION clause you must ensure that the data being exchanged actually belongs to the partition you are putting it in. If it doesn't you won't be able to reenable or rebuild any primary key or unique constraints that exist on the table.
See Exchanging Partitions in the VLDB and Partitioning doc
http://docs.oracle.com/cd/E18283_01/server.112/e16541/part_admin002.htm#i1107555
>
When you specify WITHOUT VALIDATION for the exchange partition operation, this is normally a fast operation because it involves only data dictionary updates. However, if the table or partitioned table involved in the exchange operation has a primary key or unique constraint enabled, then the exchange operation is performed as if WITH VALIDATION were specified to maintain the integrity of the constraints.
If you specify WITHOUT VALIDATION, then you must ensure that the data to be exchanged belongs in the partition you exchange.
>
Comments below are limited to working with ONE table only.
ISSUE #1 - ALL data will have to be moved regardless of the approach used. This should be obvious since your current data is all in one segment but each partition of a partitioned table requires its own segment. So the nut of partitioning is splitting the existing data into multiple segments almost as if you were splitting it up and inserting it into multiple tables, one table for each partition.
ISSUE#2 - You likely cannot move that much data in the 2 to 3 hours window that you have available for down time even if all you had to do was copy the existing datafiles.
ISSUE#3 - Even if you can avoid issue #2 you likely cannot rebuild ALL of the required indexes in whatever remains of the outage windows after moving the data itself.
ISSUE#4 - Unless you have conducted full volume performance testing in another environment prior to doing this in production you are taking on a tremendous amount of risk.
ISSUE#5 - Unless you have fully documented the current, actual execution plans for your most critical queries in your existing system you will have great difficulty overcoming issue #4 since you won't have the requisite plan baseline to know if the new partitioning and indexing strategies are giving you the equivalent, or better, performance.
ISSUE#6 - Things can, and will, go wrong and cause delays no matter which approach you take.
So assuming you plan to take care of issues #4 and #5 you will probably have three viable alternatives:
1. use DBMS_REDEFINITION to do the partitioning on-line. See the Oracle docs and this example from oracle-base for more info.
Redefining Tables Online - http://docs.oracle.com/cd/B28359_01/server.111/b28310/tables007.htm
Partitioning an Existing Table using DBMS_REDEFINITION
http://www.oracle-base.com/articles/misc/partitioning-an-existing-table.php
2. do the partitioning offline and hope that you don't exceed your outage window. Recover by continuing to use the existing table.
3. do the partitioning offline but remove the oldest data to minimize the amount of data that has to be worked with.
You should review all of the tables to see if you can remove older data from the current system. If you can you could use online redefinition that ignores older data. Then afterwards you can extract this old data from the old table for archiving.
If the amount of old data is substantial you can extract the new data to a new partitioned table in parallel and not deal with the old data at all.

Policy based routing on VRF interfaces to route traffic through TE Tunnel

Hi All,
Is there a method to do policy based routing on VRF interfaces and route data traffic through one TE tunnel and non-data traffic through another TE tunnel.
The tunnel is already build up with these below config
interface Tunnel25
ip unnumbered Loopback0
tunnel destination 10.250.16.250
tunnel mode mpls traffic-eng
tunnel mpls traffic-eng path-option 10 explicit name test
ip explicit-path name test enable
next-address x.x.x.x
next-address y.y.y.y
router ospf 1
mpls traffic-eng router-id Loopback0
mpls traffic-eng area 0
mpls traffic-eng tunnels
nterface GigabitEthernet5/2
mpls traffic-eng tunnels
mpls ip
Is there additional config needed to work ,also in the destination end for the return traffic,we want to use the normal PATH --I mean non TE tunnel.
We tested with the above scenario,but couldn't able to reach the destination.Meantime we had a question,when the packet uses the policy map while ingress,it may not know the associatuion with VRF(Is that right? --If so ,how to make it happen)
Any help would be really appreciated
Thanks
Regards
Anantha Subramanian Natarajan

hi Anantha!
I might not be the right person to comment on your first question. I have not configured MVPNs yet and not very confertable with the topic.
But I am sure that if you read through the CBTS doc thoroughly, you might be able to derive the answer yourself. One thing I notice is that " a Tunnel will be selected regularly according to the routing process (even isf it is cbts enabled). From the tunnels selected using the regular best path selection, the traffic is mapped to a perticular tunnel in the group if specific class is mapped to that tunnel.
So a master tunnel can be the only tunnel between the 2 devices over which the routing (bgp next hops) are exchanged and all other tunnels can be members of this tunnel. So your RPF might not fail.
You might have to explore on this a bit more and read about the co-existance of multicast and TE. This will be the same as that.
For your second question, the answer would be easy :
If you want a specific eompls cust to take a particular tunnel/path, just create a seperate pair of loopbacks on the PEs. Make the loopback learnt on the remote PE through the tunnel/path that you want the eompls to take. Then establish the xconnect with this loopback. I am assuming that your question is that a particular eompls session should take a particular path.
If you meant that certain traffic from the same eompls session take a different path/tunnel, then CBTS will work.
Regards,
Niranjan

Best approach for multi-team/multi-projects.

Hi,
I'm looking for the best approach to handle multi-teams/multi-projects scenario. We have 20 development groups and over 300 products. Each products on it's own Schedule.
Product X can be assign to Group A, but at some point, it can be assign to Group B.
We are currently using TFS 2012, but will be upgrading to 2013 soon.
Based on many reading, we are thinking to create only one Team Projects to ease management.
In it, we will create a team for each development group, but we will not create an associated area path with the name of the team.
- Group A
- Group B
- Group C
Than, we will create an Area for each product.
- Product X
- Product Y
- Product Z
and, we will create multi-level of iterations to match each Schedule.
- Product X
   - Release 1
      - Sprint 1
      - Sprint 2
- Product Y
    - Release 1
       -Sprint 1
    - Release 2
       -Sprint 1
The main issue, we have with this approach is that we can't use the Backlog or the Task Board effectivelly, as there is no way to filter per areas and iterations.
Reading "How do I change the underlying query for the task board (and backlog board) on TFS Preview", this doen't seam to be possible in TFS 2012.
In TFS 2013, "The Agile Portfolio Management: Using TFS to support backlogs across multiple teams" was introduced. Will this help to solve the problem?
We would create a management team for each development group.
We would create an agile team with an associated area for each product.
The only thing that I couldn't find in the documentation is how to re-assign an agile team to another management team. Is this possible?
Also can each agile team have their specific itérations, if so will it roll up properly to the management team?
Regards
SYSOTI
PS: Sorry couldn't post the links of the quoted text as I get the message: Body text cannot contain images or links until we are able to verify your account. ;-(

Hi SYSOTI,
Based on your description, seems the area path is not configured properly hence you can't use the Backlog or the Task Board effectivelly.
From the
Agile Portfolio Management: Using TFS to support backlogs across multiple teams, the area path is set as agile team which is a consist of team members but not a product name. For you scenario, you can set the area path name as your product name to
identify the associate products for work items. And the groups you mentioned for products in the team projects are sub-group of contributors.
Seems there is no need to create a management team for each development group since management team might be in a higher level to view the progress for all of the work across the agile teams. Certianly, you can create multiple management teams, but the management
teams will be able to view works for all agile teams.
If you have multiple teams and products, you can create a team project for each product if the products don't have much relationship. However, it's OK to manage the projects for multiple products in the same team project. And working within a single team
project also have benifits, you ccan check this
blog for more information.
Best regards,
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Best approach to create a security environment in Java

I need to create a desktop application that will run third party code, and I need to avoid the third party code from export by any way (web, clipboard, file io) informations from the application.
Somethig like:
public class MyClass {
    private String protectedData;
    public void doThirdPartyTask() {
        String unprotedtedData = unprotect(protectedData);
        ThirdPartyClass.doTask(unprotectedData);
    private String unprotect(String data) {
class ThirdPartyClass {
    public static void doTask(String unprotectedData) {
        // Do task using unprotected data.
        // Malicious code may try to externalize the data.
}I'm reading about SecurityManager and AccessControler, but I'm still not sure what's the best approach to handle this.
What should I read about to do this implementation?

Whilst code without any permissions (as supplied through the ProtectionDomain by the class' ClassLoader) cannot access network, file and system clipboard, this does not mean it is entirely isolated.
Even modern cryptographic systems are surprisingly vulnerable to side-channel attacks.
Where an untrusted agent has access to sensitive data, it isn't very feasible to stop any escape of that data. Sure, you can block off overt posting of the data, but you cannot reasonably block off all covert channels.
Steganographic techniques are a particularly obvious way to covertly send sensitive data out amongst intended publications.

What is best approach to report building in my case?

Hi all,
I'm just getting started with Crystal Reports for our Swing-based desktop application. We need the ability to generate PDF and XLS reports, perhaps later adding web-based dashboarding and interactive reports. I'm trying to determine the best approach to take with Crystal Reports to fit our application's data.
Our app stores results in a separate database (either Oracle, SQLServer, or Apache Derby). The result records contain lots of ID lookups to tables in another database. This makes using straight SQL for reporting difficult as I would like to avoid cross-database queries. So I'm thinking of using the POJO reporting approach where our app gathers the results, generates POJOs, and then passes them to the report.
My concern with this POJO approach is that it seems to require loading all results into memory and generating the report in one big step. I've read other posts referring to heap issues. Is there a way to avoid this? Some-how to page through report data?
I've also read that Crystal Reports can work with any data provider that implements ResultSet. Is this true? If so, could I create my own custom ResultSet implementation that would let me page through my results without loading everything into memory at-once? If possible, please point me to the documentation for this approach. I haven't been able to find any examples.
If there is a better approach that I haven't mentioned, please let me know.
Thanks in advance,
Guy

The first option is the best one for performance. The only time you should use result sets is when you need to do runtime manipulation of the data through your application and is not acheivable in a stored procedure.

UCCX 7 Agent Based Routing - Best Approach

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