UCCX 8 Queue Timer

I have a 3-tiered CSQ script where I am trying to age calls through the different queues based on ring down time.
IOW, a call comes in, selects the first CSQ and rings a ready-state agent phone. If no one answers after, say, 10 seconds, I would like the call to move on to the second CSQ, ring a ready-state phone for 10 seconds and, if no one answers, transfer to voicemail.
What is happening, though, is the call stays in the first CSQ and just keeps ringing the next ready-state agent phone and it never leaves that CSQ.
Is it possible to put a global RNA timer on each CSQ? If so, how?
Thanks!
Mike

A hunt group sounds far easier than using CCX here.
There is a Timeout parameter on the Select Resource (or Connect step if you're using that). This will define the length of time an individual agent will be offered the call. You cannot limit the aggregate amount of time that a call is offered across multiple agents on a CSQ; it must exhaust all resources and then enter the queued branch before you can add an additional Select Resource step.

Similar Messages

UCCX queue time (Resolved)

Dear all,
We have UCCX managing a simple IVR where if all agents are busy the calling user is placed in a Waiting Q with some music.
While gathering the reports we noticed a difference between the Queue time shown in "CSQ Activities" and the Queue time calculated in CSQ Call Details.
In particular according to "CSQ Activity" the max queue delay is 4 minutes. Which supposedly means that no calls have been kept in the queue for more than 4 minutes.
While the "CSQ Call detailed Report" show that some calls have remained in the Q for well more than 10 minutes. We can see from the same report that these calls have enventually been served picked up (they have not been abbandoned by the user), so they should be considered in the CSQ Activities in the MAX Q time.
Can anyone help us understand if they have a different meaning or they are collected in different way?
Thanks,
Francesco

Everything resolved.
Apparently when exporting data as CSV from the Report Archive, it messes up the column title.
Turns out what showed as Q Time, was instead the Call Duration.
I take the chance to raise this issue with whoever wrote the software.
cheers,
Francesco

Queue time after failed connect step

I was wondering if anyone ever tested or noticed whether the queue time for an individual call was reset once the call was failed to be answered by an agent and sent back to the queue through the select agent step?
For example:
Call comes in goes to select agent - call gets queued - waits in the queue for 40 seconds - agent becomes available - call gets redirected to available agent - agent fails to answer call - call goes back to select agent and gets requeued.
Does the 40 seconds or more stay with call or does it get reset?
Thanks for any assistance.

Hi,
I assume you are talking about this from the perspective of historical and real-time reports.
The UCCX Engine is responsible for writing data to the database for both. The sub-facility of Engine responsible for each:
Historical reports: CRA_HRDM (historical reporting data manager)
Real-time reports: ICD_RTDM (real time data manager)
At each call leg, these 2 sub-facilities write a row into the database table(s) for that call leg. Thus, each of these is written as a separate row:
++ Call is received at CTI Route Point.
++ Call is answered at CTI Port and is enqueued.
++ Consult xfer attempt to agent is made, and agent fails to answer: RNA (ring no answer) classification here.
++ Call is again enqueued.
++ Consult xfer attempt to another agent is made, and agent answers it. Agent talks for some time and then caller hangs up, satisfied.
TL/DR: The queue times accumulate.
Thanks & Regards,
Anirudh
"Protocol, then product"

Scheduling - Min. queue time & work center / reduction

Hello,
I have a small issue with scheduling of production order.
I have maintained in a work center with Std. queue time = 15 days and Min. queue time = 7 days.
Means less then 7 days it should be not reduced and by enough time it should be calculated with 15 days.
I know the forward scheduling production takes 20 days ( 5 days for first operation plus 15 days Std. queue time for second operation)
By backwards I schedule the finish date which is less then 20 days in the future.
I would expect system would take 7 days (Min. queue time) instead of 15 days with using reduction strategy.
But system throws the message "Start date is in the past: today scheduling" and increases the finish date, with queue time = 15 day, instead to take
7 days!
I dont see system takes Min. queue time in account. Please help to find the error. Thansk!

Hi
Yes .Reduction strategy is only for floats to carry out detail scheduling
Reduction in the float before and after production in the order, expressed as a
percentage of the original float.
For example :
The original float before and after production was 10days in both cases. You
have entered level 2 as the maximum reduction level. The reduction of the float
is in the first level 40 and in the second level 60.
This means that in the first level the float is reduced by 40% of the
original value, that is 6 days. In the second level the float is reduced by 60% of
the original value, that is to 4 days
Regards
JH

Report Question - Multiple CSQ - Single Avg Queue Time?

Multiple CSQ - Single Avg Queue Time?
I haave multiple CSQs, and I'm able to get certain data like Service Level averaged for all of them becuase I can get the data from reports, but not so for Average QueueTime (time to answer) - anyone have ideas on how to do this?
Note, averaging the CSQ averages won't be accurate because of significant differences in number of calls for each.
Hope this makes sense.
Thanks!
Cisco CRS Historical Reports Release 6.0(1)

HI
I think Best Practice is Multiple reports with single query
Any way If LO connections refresh 5 time the query will refresh 5 timesRegards
Venkat

Problem starting SAP: disp+work.EXE Running but bad dialog queue time

Hello,
I have been trying to start my SAP test instance on a local computer, but it does not work. I can see "Running but bad dialog queue time: 12.00 sec". This was working a few weeks ago, but now it doesn't anymore. My initial assumption was the database was filled, but I checked that and it seems ok, there is still space for data and logs...
I have checked the dev_disp log and I can see these:
*** ERROR => DpHdlDeadWp: W0 (pid 7540) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W1 (pid 6008) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W2 (pid 2412) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W3 (pid 7284) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W4 (pid 1340) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W5 (pid 4088) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W6 (pid 304) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W8 (pid 2120) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W9 (pid 5392) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W10 (pid 6140) died (severity=0, status=0) [dpxxwp.c    1531]
*** ERROR => DpHdlDeadWp: W11 (pid 2996) died (severity=0, status=0) [dpxxwp.c    1531]
Then I checked the log for W0 and I think this is the problem:
M ***LOG Q0I=> NiPConnect2: 127.0.0.1:65000: connect (10061: WSAECONNREFUSED: Connection refused) [nixxi.cpp 3286]
M *** ERROR => NiPConnect2: SiPeekPendConn failed for hdl 1/sock 1276
    (SI_ECONN_REFUSE/10061; I4; ST; 127.0.0.1:65000) [nixxi.cpp    3286]
M *** ERROR => IcmConnect: NiConnect to localhost:65000,-1 (rc=-10) [icxxext.c    182]
M *** ERROR => ThPlgConnectToIcm: IcmConnect failed (-10) [thxxplg.c    5137]
M in_ThErrHandle: 1
M *** ERROR => ThStart: connect to icman (step 1, th_errno 2, action 3, level 1) [thxxhead.c 11313]
The connections are refused for some reason, I don't know why. Can anyone help? I am attaching the log files...

Hi
As per your work process trace (dev_w0), it is not able to reach icm port 65000
M Mon Aug 11 10:27:39 2014
M ***LOG Q0I=> NiPConnect2: 127.0.0.1:65000: connect (10061: WSAECONNREFUSED: Connection refused) [nixxi.cpp 3286]
M *** ERROR => NiPConnect2: SiPeekPendConn failed for hdl 1/sock 1260
    (SI_ECONN_REFUSE/10061; I4; ST; 127.0.0.1:65000) [nixxi.cpp    3286]
M *** ERROR => IcmConnect: NiConnect to localhost:65000,-1 (rc=-10) [icxxext.c    182]
M *** ERROR => ThPlgConnectToIcm: IcmConnect failed (-10) [thxxplg.c    5137]
M in_ThErrHandle: 1
M *** ERROR => ThStart: connect to icman (step 1, th_errno 2, action 3, level 1) [thxxhead.c   11313]
to fix this error, follow below 2 SAP KBAs ;
1934023 - Application server startup fail with an ICM connection error
1900647 - Parameter icm/admin_port
regards
Swami

Running, MS conn ok, Dia Queue time: 0.00 sec, J2EE status info unavailable

hi all,
I have installed solution manager and was running fine but now when i start it then getting below issue in sapmmc
Running, Message Server connection ok, Dialog Queue time: 0.00 sec, J2EE status info unavailable
while log of disp+work and dev_jcontrol having issue...
DpMsgAdmin: Set patchno for this platform to 254
Release check o.K.
Fri Oct 29 12:46:57 2010
J2EE server info
start = TRUE
state = STARTED
pid = 4372
argv[0] = F:\usr\sap\SOL\SYS\exe\uc\NTAMD64\jcontrol.exe
argv[1] = F:\usr\sap\SOL\SYS\exe\uc\NTAMD64\jcontrol.exe
argv[2] = pf=F:\usr\sap\SOL\SYS\profile\SOL_DVEBMGS00_solman4
argv[3] = -DSAPSTART=1
argv[4] = -DCONNECT_PORT=64995
argv[5] = -DSAPSYSTEM=00
argv[6] = -DSAPSYSTEMNAME=SOL
argv[7] = -DSAPMYNAME=solman4_SOL_00
argv[8] = -DSAPPROFILE=F:\usr\sap\SOL\SYS\profile\SOL_DVEBMGS00_solman4
argv[9] = -DFRFC_FALLBACK=ON
argv[10] = -DFRFC_FALLBACK_HOST=localhost
start_lazy = 0
start_control = SAP J2EE startup framework
DpJ2eeStart: j2ee state = STARTED
DpJ2eeLogin: j2ee state = CONNECTED
Fri Oct 29 12:47:00 2010
***LOG Q0I=> NiIRead: recv (10054: WSAECONNRESET: Connection reset by peer) [nixxi.cpp 4424]
*** ERROR => NiIRead: SiRecv failed for hdl 4 / sock 568
    (SI_ECONN_BROKEN/10054; I4; ST; 127.0.0.1:2480) [nixxi.cpp    4424]
*** ERROR => DpJ2eeMsgProcess: NiRead failed (NIECONN_BROKEN) [dpxxj2ee.c   1212]
DpJ2eeMsgProcess: j2ee state = CONNECTED (NIECONN_BROKEN)
Fri Oct 29 12:47:17 2010
DpJ2eeEmergencyShutdown: j2ee state = SHUTDOWN
Fri Oct 29 12:47:37 2010
DpEnvCheckJ2ee: switch off j2ee start flag
DpEnvCheckJ2ee: switch off j2ee start flag
dev_jcontrol
trc file: "F:\usr\sap\SOL\DVEBMGS00\work\dev_jcontrol", trc level: 1, release: "700"
node name   : jcontrol
pid         : 4372
system name : SOL
system nr. : 00
started at : Fri Oct 29 12:46:57 2010
arguments       :
       arg[00] : F:\usr\sap\SOL\SYS\exe\uc\NTAMD64\jcontrol.exe
       arg[01] : pf=F:\usr\sap\SOL\SYS\profile\SOL_DVEBMGS00_solman4
       arg[02] : -DSAPSTART=1
       arg[03] : -DCONNECT_PORT=64995
       arg[04] : -DSAPSYSTEM=00
       arg[05] : -DSAPSYSTEMNAME=SOL
       arg[06] : -DSAPMYNAME=solman4_SOL_00
       arg[07] : -DSAPPROFILE=F:\usr\sap\SOL\SYS\profile\SOL_DVEBMGS00_solman4
       arg[08] : -DFRFC_FALLBACK=ON
       arg[09] : -DFRFC_FALLBACK_HOST=localhost
[Thr 2864] Fri Oct 29 12:46:57 2010
[Thr 2864] *** WARNING => INFO: Unknown property [instance.box.number=SOLDVEBMGS00solman4] [jstartxx.c   841]
[Thr 2864] *** WARNING => INFO: Unknown property [instance.en.host=solman4] [jstartxx.c   841]
[Thr 2864] *** WARNING => INFO: Unknown property [instance.en.port=3201] [jstartxx.c   841]
[Thr 2864] *** WARNING => INFO: Unknown property [instance.system.id=0] [jstartxx.c   841]
thanks in advance
Diya Chopra

Dear all,
Even i am also facing same problem.
We are setting up Diaster recover (DR ) where we are doing the mirror copy of the Source System to Target System.
After mounting all the files in Target DR System, i made the following changes in Target System.
OS: AIX
Dual stack System(ABAP +JAVA)
Instance number used :
00--ASCS00
02-- DVEBMGS02
01--SCS01
03--D03 --------------------------------------------------------------------------> It is maintained in another DR Server
Database Used: Oracle
a)renamed the Profiles (/usr/sap/KBP/SYS/profile).
b)Changed the dbenv files (/home/kbpadm) and (/home/orakbp)
c)set right permissions in all files and folders in /usr/sap.
d)Oracle is running and DB is also up
e)Started the profiles using sapcpe
e)After switching user (sidadm), Started the SAP Applications and SAP applications are up.
When i checked the GetProcess list according to instance wise, i am getting below output.
kbpadm> sapcontrol -nr 02 -function GetProcessList
31.07.2013 13:16:55
GetProcessList
OK
name, description, dispstatus, textstatus, starttime, elapsedtime, pid
disp+work, Dispatcher, YELLOW, Running, Message Server connection ok, Dialog Queue time: 0.00 sec, J2EE status info unavailable, 2013 07 31 11:26:41, 1:50:14, 14549078
rslgcoll, Central Syslog Collector, GREEN, Running, 2013 07 31 11:26:41, 1:50:14, 11141296
rslgsend, Central Syslog Sender, GREEN, Running, 2013 07 31 11:26:41, 1:50:14, 11862158
igswd_mt, IGS Watchdog, GRAY, Stopped, , , 13631708.
kbpadm> sapcontrol -nr 01 -function GetProcessList
31.07.2013 14:41:22
GetProcessList
OK
name, description, dispstatus, textstatus, starttime, elapsedtime, pid
msg_server, MessageServer, GREEN, Running, 2013 07 31 11:25:53, 3:15:29, 14614568
enserver, EnqueueServer, GRAY, Stopped, , , 14483586
kbpadm> sapcontrol -nr 00 -function GetProcessList
31.07.2013 14:41:55
GetProcessList
OK
name, description, dispstatus, textstatus, starttime, elapsedtime, pid
msg_server, MessageServer, GREEN, Running, 2013 07 31 11:26:17, 3:15:38, 10879188
enserver, EnqueueServer, GRAY, Stopped, , , 13041698
J2EE is not coming up. ALSO plz tel where to update 'system/type' .
There is a warning msg :
J2ee Startup: profile parameter 'system/type' not correctly set to start J2EE; use 'J2EE' for Java only and 'DS' for double stack instance
Server0 is not running.
Kindly Assist.
Regards.
Gayathri.K

Trouble with Minimum Queue Time Hook

Hello,
We have a custom hook named Minimum Queue Time Hook (SY520_T). It works as designed, but we have a slight issue with this cause of the setup of our routing.
Let me explain.
We use this queue time hook so that after lacquer operation it goes to functional testing. So we need 24 hours before we can put the product to functional testing (24 hours is the time the lacquer takes to dry up.).
Our routing is like this CCO > (pre_Start checks if 24 hours have passed)FT > DONE
now. the problem arises when there is a FAIL in FT.
SO the routing is like this: CCO > FT (OPEN NC) > FT REP > FT > DONE
Now after FT REP it goes back to FT again which checks the pre_Start hook. Now this stirs things up and tells, the FT that there has not been 24 hours passed since the last operation.
So the question is. Is there a script or somekind of way to bypass the second time it checks the pre_Start hook and it ignores the min que time hook?

Well,
I explained the routing part a bit badly. The routing is CCO > FT > ADE > DONE/SCRAP
IF it fails in FT it goes to FT REP and then again to the same FT! FT REP is only necessary when there are OPEN NC-s.
So we can't use FT2 in routing cause it's the same resource and at the same place.
Here is the picture of the routing:
Link:[http://i.imgur.com/vrXWy.jpg]
Because the hook is designed to be in the routing, not in the resource, I can't follow your advice.
Is there any other way to bypass the pre-start check when it comes from a rerouting operation?

Loking for a Doc that has the definition of the calculations that used in Historical reports.What makes up Average Queue time?

Looking for a Doc that has the definition of the calculations that are used in Historical reports.
What metrics are used in Average Queue time?
What metrics are used in Average Speed of answer?

If you're on UCCE, the Reporting Guide and the Database Schema are fantastic resources.
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html
-Jameson

Queue time , Move time

I have maiantained 2 Days queue time in operation and 1Day queue time in workcenter .
While Scheduling in routing it considers only workcenter queue time.
Also move time also maintained operation but that is also not apperaing scheduling.

Hi Mayuresh,
The que time is read from the routing & if it is not maintained, will read from the work center.
I simulated your scenario, i have maintained 2 days in WC & 1 day in routing, while i schedule it picks 24 hours.
So if you want, both, then you will have to enter 3 days as Que time in routing.
Check & revert if it answers your query.
Regards,
Vivek

UCCX priority of Queued time vs. skill level

I have a question about how UCCX delivers call to a newely available agent.
Scenario 1:
If there are two calls in queue one is in CSQ A and one is in CSQ B, both have been on hold for exactly the same time. No agents are in ready status and I have a skill of 8 for the CSQ A and skill of 5 for the CSQ B and I make myself ready. What call will I be delivered first?
Scenario 2:
If there are two calls in queue one is in CSQ A and one is in CSQ B, and the call in CSQ B has been there longer. No agents are in ready status and I have a skill of 8 for the CSQ A and skill of 5 for the CSQ B and I make myself ready. What call will I be delivered first?
I know I need to probably supply more config or version info on this topic. I am a newbie to cisco voip and uccx so just let me know what I need to supply.
Here is some version info, idk if it is what is needed here
Cisco Application Administration - 7.0(1)SR05_Build504
Cisco Unified CM Administration System version: 7.1.3.32900-4
Thanks.

Hi Damian,
You should probably try this post over in the "Contact Center" portion of these forums
I'm sure someone there will be able to provide an answer to this query
https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center?view=discussions
Cheers!
Rob

Service levels in UCCX- include IVR time?

I`ve been asked a question regarding Service Levels. Within UCCX the levels are set so if the service level is 10 and the % is set to 25% then we expect 25% of calls to be answered within 10secs however if you have IVR, option 1, press 2 etc should you not take into account any IVR. When I worked on Nortel Symposium you created sub scripts so when running Service Levels the actual script you report on was only used to offer the call to the Skill Set and was not configured with any IVR options so it was the service level- what are the options in UCCX do we add the IVR prompt so if the prompt is 10 sec long we would in the above situation make the Service Level 20 sec to give a true picture?
thanks

You should create a proof script, and tell us what you found out.
Here's an example:
startacceptdelay(15000)select resource connected end queued delay(30000)terminateend
Set your SLA to 10 seconds and 100%, then call this script with a ready agent. Now run a report and see if you made the SLA. If you made the SLA, that means you handled the call within 10 seconds, which also means, the time before the "select resource" step is not a part of the SLA.
Take it one step further: is the time the call is ringing on the Agent's phone a part of the SLA? i.e., RNA timer is 10 sec. and SLA is 5 sec.

UCCX Estimated Waiting Time

Hello, I'm trying to add EWT to a script, once the call reaches the queue they hear:" your estimated waiting time is 1 minute" and then:"we are experiencing some system problem" error message. What I did in the "Select Resource “under the Queue I add "Get Reporting Statistic" with the setting Expected waiting time and CSQ IPCC Express. Also I placed a "Switch “tag for the AVG waiting time in minute and I configure 1 to 10 with .wav file for each minute. Any suggestion? the software is UCCX 5 enhanced.I'm attaching the file. can somebody direct on me what i'm missing or send me a file to use as a tamplate?
Thanks.

The message "we are experiencing network problems" usually means 2 possible things:
1. some java exception occured while your script was running
2. your script has ended without hanging up
Run script in interactive debug and you will see what exactly is going on.
ervins

Message getting stuck in XBQO queue - Time limit exceeded

Hi All,
We have a BPM scenario in our project (on PI 7.0 SP18), where bundle of PEXR2002 Payment IDocs are received as a single flat file. This file is then consumed by the BPM, to split the message into multiple payments using Java Mapping.
However, when we get an IDoc file of size greater than 5 MB (more than 500 IDocs), the message gets stuck in XBQO queue and eventually giving a SYSFAIL with the message "Time limit exceeded". Could you please let us know if you have encountered a similar issue and are aware of a possible solution.
Any pointers to this will be really appreciated.
Thanks & Regards,
ROSIE SASIDHARAN

H Rosie,
1) Goto SXMB_ADM-> Integration Engine Configuration->Parameter EO_MSG_SIZE_LIMIT->possible values 0 - 2,097,151 (KB)
The parameter EO_MSG_SIZE_LIMIT enables serial processing of messages of a particular size. This applies for messages with the quality of service Exactly Once (EO). If the message is larger than the parameter value, the message is processed in a separate queue.
2) Goto SXMB_ADM-> Integration Engine Configuration->Parameter HTTP_TIMEOUT->possible values n Seconds, where n is a whole number.
The parameter Specifies the timeout for HTTP connections (time between two data packages at line level). This value overrides the system profile parameter icm/server_port_n (for example, icm/server_port_0 : PROT=HTTP, PORT=50044, TIMEOUT=900). If you do not set the parameter HTTP_TIMEOUT or if you set the parameter to 0, then the setting for the system profile parameter is used.
See SAP Note 335162 for sysfail issue....
Hope these will help u....
Regds,
Pinangshuk.

JMS dynamic queue time out

I need to create a JMS dynamic queue and wait to listen in that queue for say 5 secs. Can anyone explain how this works. i.e I want to know what will happen after 5 secs. Will I receive a JMS Message object which is null or it will throw some exception. How do I know that it has timed out.I need to implement some logic based on the fact that the message has timed out.

Why can't use a timer whereby onTimeOut simply compare the present time and the time the listener starts listening to the dynamic queue. If this is above 5seconds then do what soever you intend doing
Ivo

UCCX 8 Queue Timer

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