UCCX 8 and CTI ports in UCM
Hi! I try to configure UCCX.
First of all, how many CTI port shoul I setup in Call Controll Group? Is it anought to setup one CTI port for all 10 agents?
Hi
The system works like this:
1) Call hits a 'CTI route point', which is shown as a 'trigger' in UCCX. Think of that as a pilot number.
2) Before UCCX can do anything, it sends the call from CTI Route Point to a CTI Port.
3) On the CTI Port, the call is answered, and the scripts you define run. The call will stay on the CTI port until it is transferred out of the system OR to an agent, or the call ends.
4) When the call goes to an agent, the CTI port is no longer used.
So - typically you would have at least as many ports as agents. What the number of ports affects is the number of simultaneous calls that the system can have queueing or being prompted or held at once. How many you need depends on a lot of factors...
- If your agents take long calls, calls may come in several at once and queue for a long time
- If they have low staff periods (i.e. the big team lunch in the pub every day) calls will probably queue a lot
- If you have a lot of agents, and short call and queue times, you may not have a lot of calls queueing generally
- if you have a complex menu system or a lot of prompts before callers get to an agent, your CTI ports will be used for a longer time, and are therefore subject to more congestion
Generally you license the sytem per agent, and try to over provision the ports as it's difficult to predict what is needed. Consider the number of agents you have, and the number of possible inbound calls (i.e. number of inbound channels on the PSTN circuits used for the Contact Centre numbers), and the capabilities of whatever system you are replacing.
If you have 10 agents and a single PRI, and your license lets you add 20 or 30 ports, I would do it.
Sometimes customers get new licenses and add more agents, but they will never remember to set up more CTI ports... if they have more to start with, that's not problem.
Regards
Aaron
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Similar Messages
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I'm trying to integrate CUCM 10.5 and UCCX 10.5.
For some reason CTI route point and CTI ports are not registering on the CUCM and the status of the UCCX is "PARTIAL SERVICE".
On the UCCX Cisco Unified CCX Engine is in status "PARTIAL SERVICE" and the Unified CM Telephony Subsystem shows status "OUT OF SERVICE".
I tried with completely new installation of UCCX twice and got the same result twice.
But when I tried integrating UCCX 10 with the same CUCM 10.5 from above everything works fine and all the ports are registering right away.
In all the cases I have done the same configuration.
The versions of CUCM is 10.5.2.10000-5.
The version of UCCX is 10.5.1.10000-24.
The version of UCCX 10 with which it works fine is 10.0.1.11001-37.
Does anyone have an idea what might be the problem?No I haven't. Unfortunately I don't have a 32bit Excel at the moment to try.
Can you please tell me this: I'm installing a new BE6000 system that came with this problematic version of UCCX (10.5.1.10000-24). I have been testing during the weekend with 3 versions of UCCX:
-10.0.1.11001-37
-10.6.1.10000-39 and
-10.5.1.10000-24
I got the best results with version 10.0.
Can I install that version (10.0) in BE6000 instead of the one that came preinstalled (10.5.1)?
This is my first BE6000 installation and I'm not sure if this is OK?
I installed a newer version of CUCM than the one that came preinstalled because I hit bug CSCup60269 but I'm not sure If I can go to a lower version for CCX. -
UCCE 7.5.1 - CTI Route Point and CTI Ports not registering in UCM 7.1
We are in a middle of a new installation of UCCE 7.5.1. The customer will use it only for Outbound calls. The design is to have on PROGGER and one AW, with a cluster of two CallManagers. All the setup has finished regarding the UCCE. Also, the CallManagers have been configured, regarding the CTI Route Point and the CTI Ports. All of these are associated with the PG USER which is CTI Enabled. Configuration on UCCE has been done, including the DIALER, except for the agents and the campaigns.
The problem is that the CTI Route Point and the CTI Ports on CallManager are not registering. Is this normal, since the agents and the campaigns have not been configured yet or there is an error somewhere?Looks fine.
Is the Dialer running? Maybe those 30VIP phones the Dialer uses as ports to dial from won't be registered until the Dialer starts.
But they should also be registered if you start dialogictest over the full set.
What's the "route point". Who asks for it? Is it a dialed number that runs a script?
Regards,
Geoff -
UCCX - # of CTI ports configured VERSUS # of seats licensed?
Could someone either answer the following or direct me to the link/s that describe it?
What is the relationship between the number of CTI Ports configured to the number of seats licensed?
Recently my company took over the support of a customer who had 31 seats licensed but only 15 CTI ports configured
As a newbie, my experience has only been with HA solutions, where when one displays the License Information via Appadmin, it normally shows twice as many ports as licenses.
Thanks,
TerryHi Terry,
When you upload new agent seat licenses they automatically become active. This won't automatically increase the number of CTI ports however. That bit is a manual step so given you have 31 seat licenses, you should be able to increase your CTI ports up to 62 but this is a manual bit of config which I would do out of hours as when you adjust the call control groups, it will reapply changes across all CTI ports from memory along with creating the additional CTI ports.
Cheers,
Nathan -
Hi,
Just after quick confirmation if possible.
If a call comes in and gets queued on an IP IVR, then the IVR fails to deliver the call to an agent.
Should we see a record created in CDR?
Cheers,
Tim.Cheers for that.
Did some more digging. Looks like one particular callmanager (a sub) is not creating any CDR records. (i.e. not even creating the flat files)
There are some interesting DB Layer Monitor Service logs. But can you confirm - is the CallManager service the actual service that is responsible for creating the initial flat file?
How do we check the EnvProcessCDR?
Cheers,
Tim. -
Hi,
We have a UCCX Express system consisting of 2 servers that has 60 CTI ports and is licensed for 300 IVR ports.
Does this mean I am licensed up to 300 CTI ports? Or are the IVR ports and CTI ports licensed separately? If I wish to increase the existing number of CTI ports, or create a second group, do I have sufficient licensing?
Thanks, JamesHi James,
300 licensed IVR ports are equivalent to your active (calls in CTI ports) CTI ports in use.
So you can create 300 or even more CTI ports from the First Node of UCCX (which is replicated in the second node of UCCX) but incase of active calls in the CTI ports only 300 CTI ports can be used at any given point.
Hope it helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !! -
Could someone plese describe the difference between a CTI Port and a CTI Route Point?
Thank youThe documentation for CTI RP has an explanation
A computer telephony integration (CTI) route point designates a virtual device that can receive multiple, simultaneous calls for application-controlled redirection.
For first-party call control, you can optionally add a CTI port for each active voice line (the CTI application determines this). Applications that use CTI route points and CTI ports include Cisco IP Softphone, Cisco Unified Communications Manager Auto-Attendant, and Cisco IP Interactive Voice Response System. After you add a CTI route point to Cisco Unified Communications Manager Administration, information from the RIS Data Collector service displays in the CTI Route Point Configuration window. When available, the IP address of the device and the name of the Cisco Unified Communications Manager with which the device registered display.
CTI Route Point Configuration
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/ccmcfg/b06ctirp.html
HTH
java
if this helps, please rate -
When do the CTI ports between CUCM and UCCX get created
Hi All,
I am trying to work out when the CTI ports between CUCM and UCCX get created.
Do they get created during the post installtion wizzard when you selectthe number of HR licenses or do you need to manually create the CTI ports after the post installation wizzard.
Many thanks for any help
RegardsIn new versions (since 4.x) UCCX creates the CTI route points on Call Manager when a trigger is added on UCCX side.
When you add a Call Control Group on UCCX side, that process creates all the CTI ports in CUCM automatically or updates the existing ones if you change settings for the call control group. -
UCCX - Assigning the active CTI Port to a variable
Hello,
I've been rigorously searching the forums here and have been unable to find a way to assign the active CTI port to a variable.
I'm wanting to assign the active CTI port during a supervised transfer to a variable that we will then be using for an exterior reporting application to narrow down call records.
I've found the information I'm looking for in the db_Cra under destinationDN in the ContactCallDetail Table, but cannot find anywhere in the CCX editor that I can assign it to a variable.
Any information someone can provide on the issue would be very appreciated.
Halo Levi
UCCX Version 8.5
UCM Version 8.6Levi,
A simpler way would be to use a Get Trigger Info step to grab the active Contact object. Then execute a "toString()" call and extract the current CTI-Port from it. In the string is a plethora of comma delimted information about the call so all you have to do is look for the CTI-Port number. It is prefixed by 'TP=" and is usually at the end of the string.
Below is an example of what to look for. I've already captured the Contact object into cntTriggeringContact. I just call cntTriggeringContact.toString() and the output below is what you get. Those who've used UCCX for awhile will notice that the content is strikingly similar to a MIVR log entry. Anyway, the TP=03009996230 was the CTI-Port directory number for this particular system.
Hope this helps.
-Steven -
CSCts69270 - CCX CTI ports may stuck in out-of-service state when UCM Upgrade/Restart
Symptom:
CCX CTI ports (RP & IVR) may stuck in out-of-service state during CUCM upgrade or Restart.
Conditions:
During CUCM upgrade the The UCCX CTI ports (RoutePoint Triggers and few IVR ports) went into out-of-service state .
This condition may happen during CUCM upgrade process or CUCM nodes restart. When this happens;
The CUCM sate of down ports is "Registered".
The UCCX state of down ports is "Out of Service"
This was tested on following Release branch;
CUCM Version: 8.6.2.10000-30
UCCX Version: 8.5.1.11001-35
JTAPI Version: 8.6(2.10000)-2
CUCM is a 15 Nodes cluster over the LAN with 10 subscriber nodes.
UCCX is a 2 Nodes-HA Cluster, with one Route point, and 300 ICT IVR ports.
Workaround:
After Upgrade completes, restart of CTIManager service from the CUCM nodes serving the CCX.
Last Modified:
Aug 26,2013
Symptom:
CCX CTI ports (RP & IVR) may stuck in out-of-service state during CUCM upgrade or Restart.
Conditions:
During CUCM upgrade the The UCCX CTI ports (RoutePoint Triggers and few IVR ports) went into out-of-service state .
This condition may happen during CUCM upgrade process or CUCM nodes restart. When this happens;
The CUCM sate of down ports is "Registered".
The UCCX state of down ports is "Out of Service"
This was tested on following Release branch;
CUCM Version: 8.6.2.10000-30
UCCX Version: 8.5.1.11001-35
JTAPI Version: 8.6(2.10000)-2
CUCM is a 15 Nodes cluster over the LAN with 10 subscriber nodes.
UCCX is a 2 Nodes-HA Cluster, with one Route point, and 300 ICT IVR ports.
Workaround:
After Upgrade completes, restart of CTIManager service from the CUCM nodes serving the CCX.
Last Modified:
Aug 26,2013
Known Affected Releases:
(0)
Known Fixed Releases:
(0)Hello r.mata, do you have a question about this bug? Regards, Wes
-
Hi Team,
CTI ports are register with the CUCM ip instead of UCCX . There should be UCCX IP , Whts wrong ?
Regards,try deleting the Call Control group from CCX.then, from Call manager, delete these CTI ports which would go in UNKNOWN state.
do not delete Trigger /Route point.
now, re-create Call control group in express with same CTI port range and associate same Trigger.
regds,
aman -
UCCX 8.0(2) - As know if the total number is CTI port is sufficient
Hi Guys,
My Customer have solution with CUCM 8.6.2 and UCCX 8.0.2. He is ask for me if the total license for CTI ports that are today is sufficient. I read the documentation that I found, but, not stay clear. The below the actual configuration:
CUCM
configured 524 CTI port
UCCX
Configured Licenses:
Package: Cisco Unified CCX Premium
IVR Port(s): 60
Cisco Unified CCX Premium Seat(s): 30
High Availability : Enabled
Cisco Unified CCX Preview Outbound Dialer: Enabled
Cisco Unified CCX Maximum Agents: 300
Are there one way of verify if this quantity is sufficient?
Thanks,
WilsonHi Anas,
This solution have:
06 CUCM Servers: 04 (01 Publisher, 01 TFTP Server, 02 Subscribers) in the Central Office and 02 (Subscriber) in remote Office
04 UCCX Servers: 02 Servers with function ACD (01 Publisher and 01 Subscriber) and 02 Servers with function IVR (01 Publisher and 01 Subscriber)
About the Gateway the Customer have:
In the Central Office have 04 E1´s for inbound calls (01 Gateway) and anoter Gateways with 04 E1´S for outbound calls.
Thanks,
Wilson -
UCCX CTI Ports - range suggestions?
We used CTI ports starting with a 9 and we
put the CTI ports and route points
in a separate partition so they are not in the same partition as what the customer would dial out to the PSTN,
so that there would not be a conflict with 9.X route patterns. This works.
Is there any standard practice on what ranges
CTI ports should be in? I keep seeing in 4 digit
dial plan the least used is 9XXX.
and if Cisco recommends avoiding
certain DN ranges like 9XXX
for UCCX CTI portsWell, everyone will have their own methods and reasons for choosing said method. Cisco won't have a specific recommendation nor should they really. My approach in North America is pretty straight forward. If the customer has a pre-conceived notion or existing design I will take that into consideration. People get used to doing things a certain way and if there are no conflicts I choose not to pick a fight. Mainly because I have plenty of other design points that are more important.
If the customer has no opinion or their proposal is not workable, then I typically default to using a 7-digit plan with a leading "1" in the 7th digit. This is because the NANP excludes 0 and 1 in the NPA and NXX portion of the phone number. Meaning, you will not see an area code or exchange that starts with a 0 or a 1. I try to incorporate that fact into my dialplan. Particularly for "software" or "application" numbers. So, Unity ports, UCCX CTI RP/CTI Ports, etc.
I used to be more stubborn about these aspects of the dial plan but now I have loosened up some. What I like to do (in NANP) is to lay out a 10-digit solution using the customer's DID and a private numbering standard using the leading "0" or "1" digit approach. I find that most customers already have a range of numbers they reserve for private numbering. I try to tap into that and expand it if I can.
All that being said, personally I would stay away from using a digit that is also known as the "steering" or trunk access digit (typically "9", but I have also seen "8" used). The reason I steer clear of this assignment is because I have been pulled into customer issues where they lost secondary dial-tone. Which typically means they assigned a "9" (or other as applicable) as a leading digit to an extension, mml, or UCCX port. For some strange reason it always falls into one of those three buckets. Now, it should be said that if your dialplan approach has a hierarchy built-in then using a "9" is non-issue. Sounds like you have worked that out. So, not sure you need to tweak it.
HTH.
Regards,
Bill
Please remember to rate helpful posts. -
UCCX CTI port failed to be created
Hello,
I add to cluster a new sever, when i try to sincronize then this message appears cti port null on node 2 -- could not create, and i see that the Unified CM telephony subsystem in that server is not active.i deactivated the Cisco Unified CCX Engine component, but now i can not activate it again, the system show me an error about that the CTI port can not be created.
I hope your answers
Thanks -
CCM, CUE CTI and VM port issues
Hey guys,
I'm trying to setup CUE and getting this error when attempting to import the CTI Ports. I cant figure out what the issue is. I'll start from the beginning.
A) Configured CM then attempted to import the CTI Ports for the CUE.
B) Import was successful however, none of the CTI Ports or VM ports inside CM are registering. All unknown.
C) Deleted, double-checked, etc all settings. Cant see any issues. Can ping the CUE from the CM.
D) Removed the CTI Ports in CUE and now get this error (Error while determining CCM version -2), when trying to reimport the CTI Ports.
CCM version :6.1.2.1002-1
CUE version: 3.2
Configured 35 of these and never had this issue.. Scratching my head now that I'm going crazy :) Thanks in advance for the assistance.
DonThis is a forum for the UC500. Please use the netpro forums.
https://supportforums.cisco.com/index.jspa
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