UCCX 9 on 7816-I5

Trying to install UCCX on a MCS7816-I5 and receiveing a Hardware not Compatible message after HW verification.
As far as this MCS is compatible, do you have any idea of what is happening?
All latest firmware and BIOS updates are installed.

There is no documented process to side-load hardware drivers. The first release to support that MCS server is 8.5(1)SU1. You must upgrade to at least that. I strongly suggest you use 8.5(1)SU2 which is the first release the BU even attempts to claim as stable with a straight face.

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UCCX HA Licensing

Hi everyone, i have a question about HA Licensing...
1. I already have an installation of UCCX 7.0 Premium, with the needed Seats.
2. I'm buying ESW and UCSS to upgrade the software to an early version.
3. I'm buying another MCS 7816-I5 to have HA.
4. The question is: ¿What i need to buy to have HA in on my already implementation on UCCX 7.0?
5. ¿Do i need buy CCX-70-PHA-7816I=?
6. ¿Do i need any UCSS for CCX-70-PHA-7816I=?
Thank you!

Hi,
Unfortunately UCCX 7.0 went End of Sale on 18 April 2011 so I do not think that you will be able to obtain the HA license.
The End of Sale notice can be found at the link below:
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps7236/end_of_life_notice_c51-627280.html
I guess that you could try talking to your Cisco account team to see if they can supply a UCCX 7.0 HA license if you were to buy the equivalent 8.5 license you would need to order CCX-85-A-PHA-LIC ($14,995). Unfortunately you would pay the same as someone buying HA for an MCS 7845 as there is now no distinction between server models.
Another issue that you will have is that the MCS 7816-I5 is not supported by UCCX 7.0 - the page 33 of the compatibility matrix at the link below:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
One piece of good news is that you do not need to buy additional UCSS for the HA license.
My recomendation would be to move to UCCX 8.5.
Please rate helpful posts

Uccx 8.5.1 ivr-based outbound compaign

Hello,
I'm quite new with uccx. &I need some info about uccx 8.5.1 ivr-based outbound compaign.
1) When trying to create a new outbound ivr-based compaign, at some moment we have to enter the application trigger. That means that there a script whi gonna be used to make calls. what is the STEP ( in the uccx editor ) really used to pass calls ?
2) How come the script knows what is the number to call even if the administrator didn't yet created the outbound compaign neither imported the contacts ? the contact should be an parameter of the step ( Q1 ) , any details please.
3) Is it mandatory to have SIP gateway , if there no need to know if the called is an answerin machine or fax ,... JUST we need to know if the call succeded or failed?
4) the non support of MCS 7816 with uccx outbound ivr-based compaign concerns just the support or there is struct verification even in Lab installs ?
Thanks in adavance.

tka,
Did you get a resolution to your questions? We are implementing the same outbound campaigns and would like to know how you have been supported on your project.
We are specifically interested in the setup of the SIP gateway and the requirements therein (Question #3).
Thanks,
Dave

ISR-G2 Router with UCCX

Can you configure a Cisco 3945-CME-SRST to do UCCX? I see that you can use a ISM-SRE-300 module but will it work?
I configured the 3945 for 300 VM users and then configured a MCS7816 server with 25 users but I was reading some documents on line that the ISR-G2 routers can do UCCX.

Chris,
The way I have it designed as a 3945-CME-SRTS for 300 users along with a MCS 7816 server with 25 STD licenses will work?
I was confused as the 3945 has a ISM-SRE-300 module and I didn't know if you can use it to do UCCX on the 3945 with the software for UCCX.

Hardware requirements for latest UCCX version.

Hello,
We are looking to implement UCCX for a small call center. We will have no more than 20 licences for user. What appliance will support this implementation or will we be able to provision our own server for this install?
Thanks,
Ryan

Ryan,
Here's a link to the UCCX Compatibility Matrix:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Your hardware requirements are going to vary depending on your version selection.
Further, the SRND includes a section that's more direct:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/design/guide/uccx80srnd.pdf
If you look in the Sizing Tools section, you'll see the MCS 7816 platform supports <50 agents with 30 BHCA ea (1500 call/hour peak).
Going a step further, the Compatibility Matrix shows UCCX 8.0 (as an example) as supporting the models MCS-7816-I3-CCX1
MCS-7816-I4-CCX.
However, USE THE SIZING TOOLS!
Hope this helps...

UCCX 7.0.1SR5 to 8.0 upgrade while also adding LDAP integration for CUCM - what happens to agents and Historical Reporting data?

Current State:
•    I have a customer running CUCM 6.1 and UCCX 7.01SR5. Currently their CUCM is *NOT* LDAP integrated and using local accounts only. UCCX is AXL integrated to CUCM as usual and is pulling users from CUCM and using CUCM for login validation for CAD.
•    The local user accounts in CUCM currently match the naming format in active directory (John Smith in CUCM is jsmith and John Smith is jsmith in AD)
Goal:
•    Upgrade software versions and migrate to new hardware for UCCX
•    LDAP integrate the CUCM users
Desired Future State and Proposed Upgrade Method
Using the UCCX Pre Upgrade Tool (PUT), backup the current UCCX 7.01 server.
Then during a weekend maintenance window……
•    Upgrade the CUCM cluster from 6.1 to 8.0 in 2 step process
•    Integrate the CUCM cluster to corporate active directory (LDAP) - sync the same users that were present before, associate with physical phones, select the same ACD/UCCX line under the users settings as before
•    Then build UCCX 8.0 server on new hardware and stop at the initial setup stage
•    Restore the data from the UCCX PUT tool
•    Continue setup per documentation
At this point does UCCX see these agents as the same as they were before?
Is the historical reporting data the same with regards to agent John Smith (local CUCM user) from last week and agent John Smith (LDAP imported CUCM user) from this week ?
I have the feeling that UCCX will see the agents as different almost as if there is a unique identifier that's used in addition to the simple user name.
We can simplify this question along these lines
Starting at the beginning with CUCM 6.1 (local users) and UCCX 7.01. Let's say the customer decided to LDAP integrate the CUCM users and not upgrade any software.
If I follow the same steps with re-associating the users to devices and selecting the ACD/UCCX extension, what happens?
I would guess that UCCX would see all the users it knew about get deleted (making them inactive agents) and the see a whole group of new agents get created.
What would historical reporting show in this case? A set of old agents and a set of new agents treated differently?
Has anyone run into this before?
Is my goal possible while keeping the agent configuration and HR data as it was before?

I was doing some more research looking at the DB schema for UCCX 8.
Looking at the Resource table in UCCX, it looks like there is primary key that represents each user.
My question, is this key replicated from CUCM or created locally when the user is imported into UCCX?
How does UCCX determine if user account jsmith in CUCM, when it’s a local account, is different than user account jsmith in CUCM that is LDAP imported?
Would it be possible (with TAC's help most likely) to edit this field back to the previous values so that AQM and historical reporting would think the user accounts are the same?
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive.

How to find the number simultaneous call at a given moment on UCCX ?

Hello,
I would to know how to find the number simultaneous call at a given moment on UCCX ?
it's on UCCX or UCCX RTMT, I don't know thanks a lot for your help.
Aubert

Hi Gergely,
I should made a report on the number simultaneous call at a given moment on UCC on the server (all calls on the server)..

Unable to log in to UCCX v 7.0.1sr5

hello we have a uccx cluster running on version 7.0.1sr5, win 2003.1.4aSR7
this morning when I try to log in to UCCX. I get the following error
Error while handling the input request.
Error occurred while performing operation. Please contact your system administrator. you may refer to Application Administration logs for more details
do you know how to resolve this ?
thanks

Have you checked the troubleshooting wiki?
http://docwiki.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_7.0#Cisco_Unified_CCX_Administration

UCCX upgrade 5.0 to 9.0

Hello,
We are planning an UCCX upgrade from 5.0 to 9.0 on a UCS server. We're going to do a fresh install, and I would like to know if we will be able to use the old scripts and prompts on the new version, or will we have to build the scripts from scratch. If anybody has had a similar experience, I would appreciate the advice.
Best regards,
Ivana

Yes! Scripts and prompts from older versions work on newer versions as well. The opposite is not true however, so if you upgrade to UCCX 9x, and need to roll back for some reason, your scripts from the UCCX 9x will not work on UCCX 5x. Not that I think your upgrade wont work, or that you couldn't just restore from a UCCX 5x backup though. I'm just covering both scenarios here.
One thing to note, in UCCX versions 7x and lower, people could script incorrectly, and it would still work. However, starting in UCCX 8x, there are additional restrictions and security measures in place, which will make those scripts fail. Be sure to do your testing of all scripts before going live on UCCX 9x. One of the major offenders of this is using the Write Document step to write files to the local C:\. So, if you open all of your scripts, and do a CTRL+F "Write Document", to find this step, you may be able to correct it now, before you even go through the upgrade.
Anthony Holloway
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Migrate custom reports UCCX 8.0 to 9.0 issue

Dear all,
We migrated UCCX 8.0 to the new UCCX 9.0. After the migration the customized reports (designed with old version of Crystal Reports) not work in the new CCX Historical Reports 9.0.
Any idea or procedure to migrate easy the customized reports from UCCX 8.0 to 9.0 without re-design the report with Crystal Reports 11?
Thanks so much!

The advice I have seen in this forum, many times, is that you do NOT have Acrobat and Reader installed together, since some components are the same (same module name?) and installing Reader causes problems for Acrobat

Agents cannot login in UCCX 8.5

Hi All,
I have UCCX 8.5, once the Agents want to login they get the following error:
"Login failed due to a configuration error. Please ask you system administrator to associate your phone with the RM JTAPI Provider user ID according to the instructions in the admininstrator guide".
I already added the MAC address of the Phone to RM Application User, but no luck?
aany idea?
Hamed

The issue is fixed by restarting Primary/Secondary UCCX servers( which are on the UCS).
However, it still takes long for the Agent to login.
Hamed

UCCX forward to voicemail with additional information

Hi ,
I'm just looking some other precision about the following question .
I will deploy a script with several languages and if no agent are logged or if we are on closed state. then to send the caller to unity voicemail . On this one there is no issues to perform the script .
My question is the following :
As all my agents are sharing the same CSQ and as we are working with skills ( languages skills ) is possible when the UCCX will forward the call to unity voicemail , to send also the language information collected on the menu via the variable to Unity and push this information into the subject as my agent will use voicemail to email to read/listen their voicemail.
I don't see any way how Unity can handle this information as we want to preserve also the caller identification ( if it was not the case , I was may be able to change the caller id in UCCX so that agents can look at the caller id to know which language is the voicemail )
The other way that I can see is to have 2 voicemail depending the languages and in Exchange/Unity to make an automatic forward decision from a voicemail to the other voicemail and try to present the information of forwarding ( ex: FW from Language_A - Caller ID )
Have you already encountered this question ?
Many thanks
Olivier

I would setup a mailbox for each language and send it to the appropriate mailbox based on the language in UCCX.
If you REALLY wanted all of the messages with different languages to show up in one mailbox, you could use Forward Routing Rules in Unity Connection to change the language of the call based on extension number and send it to one mailbox with multiple language greetings recorded. Personally, I would separate them out.

Problem with installing CUCM on MCS-7816-I5

Hi to all.
I have a problem with installing CUCM 8.6.1 on new MCS-7816-I5 (IBM) hardware. The problem is that installation loops in restart after upgrading MCS firmware. Actualy, installation does not sucessfully upgrade firmware, so every time it detects old firmware and trying to upgrade it.
I also tried update MCS firmware with downloaded Firmware Update Utility 3.6.5 CD from Cisco downloads, but it also fails.
Does anyone have idea what's going on? Is this a Cisco failure or IBM server failure?
Here is some details from log file generated with this Firmware Update Utility 3.6.5:
==============
Initial Selection
Machine Type: 4251 OS: SLES 10 Arch: 64 bit
IsPartition: 0
Update:   IBM System x uEFI update for x3200 M3 /3250 M3
Severity: Critical
Reboot:   Reboot Required to take effect
UpdateID: ibm_fw_uefi_gye142a_linux_32-64 Requisite:None
Version: 1.08 (GYE142A)
Install: 1.06 (GYE135A)
Select:    Yes
Update:   IBM Dynamic System Analysis
Severity: Recommended
Reboot:   Reboot Required to take effect
UpdateID: ibm_fw_dsa_3.20_dsyt75x_linux_32_64
Requisite:None
Version: 3.20 (DSYT75X)
Install: 3.01 (DSYT60K)
Select:    Yes
Update:   IBM Online SAS/SATA Hard Disk Drive Update Program
Severity: Critical
Reboot:   Not Required
UpdateID: ibm_fw_hdd_sas-1.08.01_linux_32-64
Requisite:None
Name:     WD2502ABYS-23B7A0 (/dev/sg0)
Version: 02.03B07
Install: 02.0
Select:    Yes
Update:   Integrated Management Module Update
Severity: Critical
Reboot:   Not Required
UpdateID: ibm_fw_imm_yuoo84c_linux_32-64 Requisite:None
Version: 1.22 (YUOO84C)
Install: 1.10 (YUOO57H)
Select:    Yes
IBM Command Line IMM Flash Update Utility v1.05.03 Licensed Materials - Property of IBM
(C) Copyright IBM Corp. 2009,2010 All Rights Reserved.
LAN-over-USB device not configured.
Error connecting to IMM using IP address 169.254.95.118.
Please verify the LAN over USB interface is configured properly and active.
Error flashing firmware: 3
IBM Command Line IMM Flash Update Utility v1.10.11 Licensed Materials - Property of IBM
(C) Copyright IBM Corp. 2009,2010 All Rights Reserved.
Refreshing LAN-over-USB IP address. This may take several minutes.
Attempting to discover the IMM(s) via SLP.
Error connecting to IMM using IP address 169.254.95.118.
Please verify the LAN over USB interface is configured properly and active.
Error flashing firmware: 10
(C) Copyright IBM Corp.2010. All Rights Reserved.
FdrvWL -- Flash Drive(s)                                     3.10.08.19
   1 Ada:0 SID:0   PN:44E9172:42C0463 SN:1J242783 FW:02.03B07              T:13 FW:Ok
AdaNbr(Type)      DevFnd Flashed(SAS SATA) NbrFailed
0(onBoard)           1       0   0    0          0
                       1       0   0    0          0 Error(s)
Update completed successfully. <-- THIS SUCCESS, BUT EVERY TIME IT UPGRADEING AGAIN FROM OLD VERSION, LIKE NEVER REALY UPGRADED TO NEWER VERSION
IBM Command Line IMM Flash Update Utility v1.10.11 Licensed Materials - Property of IBM
(C) Copyright IBM Corp. 2009,2010 All Rights Reserved.
Refreshing LAN-over-USB IP address. This may take several minutes.
Attempting to discover the IMM(s) via SLP.
Error connecting to IMM using IP address 169.254.95.118.
Please verify the LAN over USB interface is configured properly and active.
Error flashing firmware: 10
===========================
Thanks,
Sinisa.

Hi Sinisa,
It almost sounds like this bug;
CSCtn81201
Incorrect "Hardware Configuration Error" due to hardware setup errors
Symptom:
Refresh upgrade stops with IMM device detection, and then server being reported as unsupported
Conditions:
in-band USB interface was disabled, which is configurable via IBM system X or IMM (browser) interfaces.
Workaround:
change the in-band usb interface settings to enabled.
Related Bug
Status
Fixed
Severity
4 - minor
Last Modified
Aug 17,2011
Product
Cisco Unified Communications Manager (CallManager)
Platform
Dependent
Technology
nav
1st Found-in
8.6(0.99081.3)
Fixed-in
8.6(1.96000.1), 9.0(0.95070.38), 9.0(0.95070.39), 8.6(1.99989.1), 8.6(1.95050.1), 9.0(0.96000.1), 8.6(1.97011.2), 8.6(1.95190.40), 8.6(1.97011.1), 8.6(0.95180.9), 9.0(0.95010.1), 8.6(1.95020.1), 8.6(1.95040.1), 8.6(0.98000.50), 8.6(0.98000.17), 8.6(0.99981.2), 8.6(1.10000.1), 8.6(1.99986.1), 8.6(1.95020.58), 8.6(1.96000.51), 8.6(1.10000.43)
Cheers!
Rob

Access to UCCX Database

Hi,
I'm checking the MSDE of the uccx and trying to register to an external SQL
But all trials fail
The external SQL require an authentication, I entered the administrator user and password of the uccx windows machine but failed
I don't know if it need the SA account or not, if so how can i know its password ? that I have used the same password for all required field when installation,,
I can open historical reports using supervisor account
Trying with this account also failed
Please advise how to do this

Hi Anthony,
In the tool bar , "SQL Server Service Manager" exist and running
it is only and there is no other tools for SQL
it points to Cisco-UCCX\CRSSQL
And in drive C,, I can find Microsoft SQL Server in program files and db_cra database
from serviceability tools > the DB Info
DB Edition: MSDE version Version: 8.00.2156

UCCX: Silent monitoring is not working and recorded file is also not playing

Hi,
Running UCM 8.5 cluster with UCCX 8.5.
In CSD, silent monitoring is not working.
Windows XP OS is running on supervisor desktop. when i select the agent
then the silent monitoring icon will highlighted once i click on the icon,
after 5-7 seconds i am getting an error "Silent monitoring session has
failed".
Not able to playback the recorded files:
I can able to record and the file size is 2.6mb for approximate 3min
recording.When i tried to play from supervisor record viewer it is playing
but no voice is coming. And i downloaded using play & save option and
tried to play the .wav file but i can't hear any voice.
Problem is while playing back the recorded file. I can able to see the
recorded files in the UCCX.
Please help me out!!!
Thanks & Regards,
Krishna

It's likely the same problem: CAD is not forwarding packets to CSD or the CCX recording service. Two common causes for this are:
The phone is not spanning to the PC port or does not allow PC Port VLAN Access. Change these options to true on the phone's configuration in CUCM.
The NIC of the agent's PC running CAD is not processing 802.1q-tagged Ethernet frames. It must not drop these and pass them into the Windows NDIS stack for CAD to get them. Google is your friend here; this commonly requires registry changes to make the NIC process the packets.

UCCX 9 on 7816-I5

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