UCCX Agent Logon Event
We are running UCCX 7.0(1)SR04_Build443 and using the CAD Browser Edition.
Last week within a two day period, several of our agents logged into the agent desktop and when it launch it displayed a call ringing into them from one of the other agents with extensive duration periods (20 - 50 minutes). Of course we verified that these were not legitimate calls and none of them show up in the historical reports.
I'm not sure how to proceed with this. Has anyone else had experiences like this?
I seemed to happen to about 90% of them. Atleast any of them who logged in during that two day window.
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Can't move UCCX agent to another extension
I have a UCCX 7 system integrated with UCM 7.1.3. I'm trying to move a UCCX agent from one extension to another extension. Both of the phones are associated with the RM application user, and with the agent's end user entry. I originally had the agent configured for extension 3606 and they were able to log into Cisco Agent Desktop. I changed the IPCC extension value in their end user entry to extension 3607, and then had the agent try to log in at that station. CAD gave the error that the extension was not associated with their userid.
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I'm trying to figure out how (if possible) for the Cisco UCCX Agent Desktop application from taking over a users Windows session every time the phone rings. This is very annoying and takes the end user out of what ever application they are currently in whenever their phone rings. Does anyone know how to change this?
Hi Eric,
Maybe this is better
Miscellaneous tab options.
Option Description
Window Behavior Specify how you want the Agent Desktop window to
behave:
• Normal. The window appears when calls are
present and minimizes when idle.
• Keep Open. The window is always visible, but may
be hidden by other open applications.
• Always on Top. The window is always visible and on
top of other open applications.
• Stealth. The window appears as an icon in the
system tray.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_0/user/guide/cda700ug.pdf
Cheers!
Rob -
I have configured the Default Domain Controller's policy to log SUCCESS for Account Logon Events in the Server 2008 R2 Domain Controller, but these events are not logging in the Security Event log.
Default Domain Controllers Policy
Computer Configuration/Windows Settings/Security Settings/Local Policies/Audit Policies/Audit Account Logon Events = Success.
What tools can I use to troubleshoot this further? The results of "Auditpol.exe /get /category:*" are below.
System audit policy
Category/Subcategory Setting
System
Security System Extension No Auditing
System Integrity No Auditing
IPsec Driver No Auditing
Other System Events No Auditing
Security State Change No Auditing
Logon/Logoff
Logon No Auditing
Logoff No Auditing
Account Lockout No Auditing
IPsec Main Mode No Auditing
IPsec Quick Mode No Auditing
IPsec Extended Mode No Auditing
Special Logon No Auditing
Other Logon/Logoff Events No Auditing
Network Policy Server No Auditing
Object Access
File System No Auditing
Registry No Auditing
Kernel Object No Auditing
SAM No Auditing
Certification Services No Auditing
Application Generated No Auditing
Handle Manipulation No Auditing
File Share No Auditing
Filtering Platform Packet Drop No Auditing
Filtering Platform Connection No Auditing
Other Object Access Events No Auditing
Detailed File Share No Auditing
Privilege Use
Sensitive Privilege Use No Auditing
Non Sensitive Privilege Use No Auditing
Other Privilege Use Events No Auditing
Detailed Tracking
Process Termination No Auditing
DPAPI Activity No Auditing
RPC Events No Auditing
Process Creation No Auditing
Policy Change
Audit Policy Change No Auditing
Authentication Policy Change No Auditing
Authorization Policy Change No Auditing
MPSSVC Rule-Level Policy Change No Auditing
Filtering Platform Policy Change No Auditing
Other Policy Change Events No Auditing
Account Management
User Account Management No Auditing
Computer Account Management No Auditing
Security Group Management No Auditing
Distribution Group Management No Auditing
Application Group Management No Auditing
Other Account Management Events No Auditing
DS Access
Directory Service Changes No Auditing
Directory Service Replication No Auditing
Detailed Directory Service Replication No Auditing
Directory Service Access No Auditing
Account Logon
Kerberos Service Ticket Operations No Auditing
Other Account Logon Events No Auditing
Kerberos Authentication Service No Auditing
Credential Validation SuccessHi Lawrence,
After configuring the GPO, did we run command gpupdate/force to update the policy immediately on domain controller? Besides, please run command gpresult/h c:\gpreport.html to check if the audit policy
setting was applied successfully.
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Best regards,
Frank Shen -
CSA MC Events Log and Agent Panel Events Corrolation
I have recently install CSA MC 6.0.0.201 and the agent on a Win2003 server. I have a question of events showing up in the agent panel and not showing up in the MC events log.
I see a number of events in the agent 'panel' event viewer. At the end of the event is a number in brackets like [176].
When I look at the MC event viewer but those events are not being reported.
My query is:
#1 I believe the example [176} is the rule being triggered. So if the event is not showing up in the event viewer how to I find that rule in the policies? I finally did stumble across the rule and I see that logging is disabled for that rule, but finding that rule was a needle in the haystack search. Is there an easier way to find rules?
#2 Maybe I do not understand this part but in the MC I placed this server (the one with the MC) into 'Audit Mode' in hopes that would get the events from the agent to show up in the MC event log. No good. Is there a way to get all events - even if the rule says to not log the event - so show up in the MC log so I can creat an exception?
Thanks
LarryTom,
I think I may have made some progress. Yes I'm in advanced mode. I went into Systems | Groups and first selected the 'Servers' and turned on logging. Still most the events in the agent event viewer were not making it to the MC event log.
So I went back in to the Systems | Groups and found there was a group called 'Servers - CSA Management Center' and turned on logging there and that got the events to start flowing into the MC events.
Maybe this will help me get going.
Larry -
UCCX Agent ready state softkey
I was under the understanding that UCCX agents could also sign into the ready state through they're assigned phones ? So far in my reading of documents and such I have yet to see any bit of information for setting up agents without CAD. In many of our situations we would like the agents just to be able to sign into the phone adding them to the rotation for incoming calls.
Does anyone know if this is possible and if so is there a reference in some document outlining it ?
Thank you.Are you looking to log in agents without using the agent desktop? Check out IPPA (IP Phone Agent). This is a IP Phone service that you assign to the agent phone in call manager.
Set up the agent as normal, then add this service to the phone in call manager:
http://x.x.x.x:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
where x.x.x.x is the ip of your UCCX server.
See page 128 of this doc... http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf
Brian
Please rate helpful posts -
UCCX Agent with Unified Mobility
Hi all,
We have UCCX 8.5 and CUCM 8.6
Maybe somebody knows.
Can we make next:
Incomnig call to UCCX ---> UCCX Script--->CAD and Agent IP Phone
But we woud like configure Unified Mobility feature and use this feature with UCCX agents phone.
There is moment when agent leavs his workplace, and we want forward incoming calls UCCX to agents mobile phone.
I would be very grateful for the helpful advice.
Perhaps there are other solutionsI have just configured Mobile Connect on a ACD line and tested it and it seems to work fine The Agent phone rings then if not answered the mobile rings, the call is answered. Call is seen on the Agent phone aswell and in CAD and the call gets included in the Agent call stats.
I know it's not supported, but what issues should I expect to see?
Thanks,
Stuart -
[Forum FAQ] Introduce three common parameters of Logon Events
There are lots of threads querying about logon events. In this article, we will introduce some simple but efficient ways to help us better understand user logon events.
Logon Type
Logon type is a concise parameter which can help us determine where and how logon events are triggered.
Windows system has 13 logon types, each one is well documented in this article below:
Win32_LogonSession class
Please note that Interactive logon can be generated both locally and remotely through Terminal Services/Remote Desktop Services. Logon attempts through Terminal Services/Remote Desktop Services are logged as Remote Interactive logon, logon type is 10.
We may confuse Network logon (logon type 3) with Remote Interactive logon.
In fact, Network logon only provides network access to the destination computer while interactive logon enables users the ability of interacting with applications on the destination computer after they logged on.
Another way to distinguish Interactive and Network logon is Interactive logon requires that users input credentials during the logon process, we can see Event ID 4648 “A logon was attempted using explicit credentials” (Figure 1) for every interactive logon,
but Network logon doesn’t require explicit credentials.
Figure 1: Event 4648
This is by design to provide better user experience, so that we don’t need to input credentials repeatedly when accessing network resources after we logged on. In addition, this is also part of the reasons why there are always countless logon/logoff events
in the event logs.
Figure 2 and Figure 3 are Remote Interactive logon and Network logon event.
Figure 2: Network Logon
Figure 3: Remote Interactive LogonLogon GUID
As we all know, GUID is an identifier which is unique within a whole system, Logon GUID is also a unique identifier for every logon session.
We can use Logon GUID to determine which events belong to one logon session (Figure 6).
Exceptions: local logons and domain logons using NTLM authentication mechanism have a number which contains 32 bits of 0 as logon GUID (Figure 7).
Figure 6: Logon GUID of Kerberos Authentication
Figure 7: Logon GUID of NTLM Authentication
If you need further assistance about Logon Events, welcome to post questions in our
Security forum.
Please click to vote if the post helps you. This can be beneficial to other community members reading the thread. -
Interesting Client Concern: UCCX Agent Tricks
I had a client ask us to compile a list of tricks UCCX agents use to get around meeting job requirements. Other than not transferring calls to post-call surveys I couldn't think of any. So does anyone know of things agents can do with UCCX that may be considered tricks/work-arounds to "beat the system"?
Thanks,
BrianHi,
well, Tanner has a point, it must be solved processwise.
The company I used to work for had a customer with a large UCCE contact center and they asked for a report that would show this kind of suspicious activity. UCCE has actually a way to mark these calls, unfortunately, as far as I know, there is no such thing in UCCX. The rule was simple: you can be caught only once doing that.
G. -
Dear Cisco Support community,
I have a hot issue that agents cannot log into the UCCX via agent desktop application.
I'm working with the CUCM version 7.1.5.33900-10 and UCCX 8.0.2.11003-10, both versions are compatible.
I already configured a CSQ and all other configuration, but when the customer try to log into the UCCX, she's getting the following error message:
Agent Desktop logs below:
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:108 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:123 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:123 INFO LC0007 Invalid Value.
2012-04-18 11:51:55:186 INFO STD0000 Starting preference change event dispatch thread.
2012-04-18 11:51:56:576 INFO LC0000 Connected to Calabrio LDAP server on <192.168.0.12>.
2012-04-18 11:51:56:576 INFO STD0004 Client <Calabrio LDAP> connected to service at <192.168.0.12>.
2012-04-18 11:51:56:608 INFO DESK1122 Get Update Flag from LDAP successfully.
2012-04-18 11:51:57:529 INFO SPUD0000 Successfully launched update from <C:\Program Files\Common Files\CAD\bin\update.exe>.
2012-04-18 11:52:01:139 INFO LRMS0004 LRMClient is connected to the service at <192.168.0.12>.
2012-04-18 11:52:01:826 ERROR DESK3023 Could not read Offering out of LDAP. Error <Could not find specified entry.>
2012-04-18 11:52:02:201 INFO VOIP4020 Created the LDAP recovery thread.
2012-04-18 11:52:23:201 ERROR DESK3113 Unknown exception while releasing the license(s)
2012-04-18 11:52:23:201 ERROR DESK3113 Unknown exception while releasing the license(s)
2012-04-18 11:52:24:248 INFO STD0005 Client <Calabrio LDAP> disconnected from service at <192.168.0.12>.
I don't know how to fix that problem, could someone help me?Hi Jefferson,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/reference/guide/cad85ccxecd.pdf
DESK2206
Text: Could not read product offering from LDAP. Error
code = <%d>, <%ls>
Type: Warn
Add’l Info: The wait for an active call ID to be the target for the
blind conference timed out.
Action: Retry the action later
Could you please restart the UCCX box once and check it again.
Hope it helps.
Anand
Pls rate helpful posts !! -
Hello,
Rather a question then а problem.
When agent try to logon he gets this message:
An extension on the agent phone is shared with one or more other devices.
This configuration is not supported
Which is normal if the line is shared, but the CUCM doesn't show that the line is used by other device, most likely we remove the line from first device and add it to another one BUT the first device was associated with Application user, and to resolve the problem we have to remove the first device from application user controlled devices (deassociate it) and leave there just the second device
So my question is: is this normal behavior or it's a bug? And do we have to do that all the time when we change the line to other device? Because to do that we have to know the MAC address (Device Name) from first device (old one), find it in Controlled Devices in Application user and remove it. When you already removed the line from some device it's hard to find identificate it, especially if you don't have some clear device name (different then SEP....).I've seen this happen where the UCM database isn't 100% correct a reboot usually fixes it.
david -
UCCX Agent Whisper in the Script
Hello,
We want to have a whipser option for a agent so they can know if the calls are coming from English or French queues.
Is it possible to configure this in the script for english or french queue?
I was trying to add the prompt in the attached script under "Connected"
We have UCCX 9.0.2.
Thanks for your help.Whisper is not a feature of UCCX. Anything that you implement which would be even close, will be complicated and not quite elegant.
If the two CSQs are actually two different CSQs, then the CSQ name is already presented to the Agent in CAD by default. If one was named: Support_EN and the other Support_FR, then this should be sufficient.
If not, what I recommend for you is to leverage Enterprise Data. This is basically meta data about the call which you pass to the Cisco Agent. This can be any data to include a separate field for the Language of the caller.
Please refer to the Cisco Desktop Administrator's guide for details on configuring Enterprise Data Fields and Layouts.
UCCX Support Documents
https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches. -
My UCCX is 8.5 su3 ,CME is 8.5.When the IP phone agent loggin ,the screen display "The extension you entered is not associated with this agent ID. Verify the extension and try again"
The CME config in the Attach file.
I have creat agent on UCCX server.
I have read the Cisco Unified CallManager Express System Administrator Guide,Cisco Unified Contact Center Express Solution Reference Network Design Guide.But I can't find out how to handle this problem.Hi,
I hope you are using the compatible CME IOS image,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
->Details of CME/IOS version mapping can be found at
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/requirements/guide/33matrix.htm
->Only SCCP Phones are supported as Agent Phones with Unified CME. Refer to "Cisco Unified IP Phone Support" section from the respective Cisco Unified CME
Supported Firmware, Platforms, Memory, and Voice Products web page. For example, for Cisco Unified CME 7.1, go to: http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/requirements/guide/cme71spc.htm, and scroll down to view the "Cisco Unified IP Phone Support" table.
c. Cisco IP Phones 6911, 6921, 6941, 6945, 6961, 8961, 9951, 9971 are not supported as Agent Phones with Unified CME
If everything is ok and you are still facing the issue, than I would suggest you to appraoch TAC for further help.
Thanks,
Anand -
Hi everyone,
I'm having some concerns about the design I should put in place for my lab to reflect the best solution to implement :
Our call center needs are basics : all their phones are anonymous and every agent can connect to any phone using its agent id (that is the goal and also the current solution with basic Alcatel ACD TDM).
So, should I create standard anonymous phone template for all phone and then put a single button login IPPA onto each phone
or
Should I use EM to have my user logged a first time on EM, and then have the single button login for IPPA within EM profile.
I check Cisco UCCX design guide and EM is not mendatory, i'm just wondering wether it's a better choice not to use EM : it reduce the delai and actions on the phone before loggin in IPPA.
Thanks for your feedbacks on that design point.
Best regards,Hi,
I'm going to test the same scenario, in my test when the user logged off on EM the Agent state is in "not ready" and remain logged in so if I try to login the same EM user and Agent, I receive an alert and the operation is not user friendly.
I have to force the logoff of the previous agent, force the logoff again and login the agent.
There is a solution for terminate a session or force a logoff of the agent after a perid of time ?
I've tried with workflow management but it doesn't work.
Thanks
Franco -
Latest version of UCCX Agent desktop in VDI or XenDesktop environment
Is anyone out there using Agent Desktop for UCCX in a XenDesktop VDI environment. The release notes for the latest clients don't appear to list XenDesktop specifically but mentions VDI support and XenApp support.
I've a confirmation from Calabrio that it has not been qualified and is not committed to a specfic release at this time.
Please rate helpful posts.
GP.
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