UCCX agent phone behind CUBE phone proxy
Hello,
has anyone tested using an contact center express agent phone that is registered through cube phone proxy to communications manager.
I did not find exact information in release notes and design guide if it is supported or not.
Maybe someone can tell me if this deployment is working for an agent phone or not.
Thanks
A parameter was added to CUCM 4 years ago to fix this same issue with consult-transfer calls from Unity Connection. I asked at that time why they couldn't do this same type of fix for UCCX consult-tranfers. I was told after some back and forth that it would be included in a future release... That was 4 years ago!!! I am hoping that the new 10.x fix works with non-agent phones and also shows the calling number in the missed calls directory the way the Unity Connection fix did.
CUCM parameter that fixed this issue with Unity Connection:
Display Original Calling Number on Transfer from Cisco Unity
Thank you,
Mark
Similar Messages
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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 -
UCCX Agent Desktop v.7 taking over Windows active session when phone rings
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 -
UCCX 8.0 agent desktop unsupported features on agent phone
I have been reading the release notes for UCCX 8.0(2) in preparation for an upgrade from 7.0. I see in the section titled: Unsupported Actions for Unified CCX Agents, that softkey features not supported on the agent phone includes PARK. PARK is used extensively by our agents in version 7.0. Is this something new with version 8.0? I don't understand why this would be now unsupported in a newer release.
Your replies are appreciated,
MarkHi Mark
That has been unsupported for as long as I can remember.
Whilst there is a fairly large list of things that aren't supported, exactly why they aren't supported varies a lot... for example, use of Pickup causes all sorts of problems including stuck-in-reserved agents, calls being dropped, spurious not ready states etc.
Join/DirTrFr tend to cause statistical errors (e.g. oldest in queue 1[00:00:00] or similar)
I always recommend to customers that they have a custom softkey set that removes all these, but some think a particular features is so important that they are willing to live with the side effects (which generally means doing out of hours Node Manager restarts to fix up stats and so on).
If you are using Park, and don't have problems... then it's up to you whether you continue to do so. Just be aware that if you get a problem, raise a case and TAC blame it on this, you will kind of be on your own.
As a general rule - anything that might affect the call whilst it's in the control of UCCX (i.e. up to the point that the Agent has answered a presented call) is likely to cause you fairly major issues (i.e. ones that involve calls being lost or agents being put out of work temporarily). Anything after the agent has answered (like Park) is more likely to just screw your real time reports up...
Hope this helps...
Aaron
Please rate helpful posts... -
Is there a setting in UCCX for long an agent phone rings before it sets him to NOT READY?
Greetings,
This is a new install, version 8.5.1.11..2-22, and we're in the testing phase. So, when calls are presented to an agent the phone rings for about 3 seconds (maybe 5) and then the agent is placed in the NOT READY state on the CAD and the call is presented to the next available agent. And the same thing happens, his phone rings for about 3 seconds (maybe 5) and then he's placed on NOT READY and if there is another agent the pattern repeats.
IF you have the phone set to auto-answer with speakerphone - the call connects
IF the agent is fast enough to answer via the CAD gui - the call connects
So, I'm thinking there must be a setting buried somewhere we've missed on how long the agent phone will ring before the system puts him on NOT READY. Or could it be something else?
Thanks for your time and attention!
KeithThe script is the culprit. So do I get credit for correctly answering my own question?
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Abandoned Call Rings on Agent Phone
Hello,
I have a strange situation reported by a supervisor that, abandoned call keep rings on agent phones and when one of the agents answers the call she hears busy tone.
To reproduce this issue, we made some test calls and hung up the call just before the call starts ringing on agent phone.
The same call started ringing on agent phone. It looks like abandone en-route.
Any way to avoid this behavior.
UCCX: 9.0.2.10000-71
CUCM-BE: 9.1.1
Thanks,
SamiDo you have an On Exception Goto (ContactInactiveException) step in the script that jumps to an End step? If not, add it near the Accept step. Without this, the script will carry on running even if a caller hangs up. I'm not saying this is your problem but it might be a contributing factor.
The second question is in-line with Gergely: does the PSTN circuit have disconnect supervision? Is the gateway telling CUCM the call has ended when the outside caller hangs up? (e.g. SIP BYE, Q931 DISCONNECT, etc.) If not this might be the PSTN reorder being heard.
Please remember to rate helpful responses and identify helpful or correct answers. -
Caller doesn't hear a ring back if the call is ringing on agent phone
Hi team,
can anybody help me? Here in Germany there are a lot of customers that don't understand why the caller doesn't hear a ring back when the call is ringing on agent phone for instance with UCCX 8. I read some discussions here for that issue but the only solution for that should be to change the MOH on CUCM. This is not a very good solution when the call in queue is set to hold he will hear the ring back tone in the queue as well :-(
Has anybody another solution for that issue???
All the discussion I've read was for IPCC version 4 or so. Is there another solution for this issue in version 8.x
In one discussion I found the following solution:
Yes, To resolve this issue,Set up a Send H225 User Info Message service parameter for Cisco CallManager service in CallManager. Perform the following steps:
In Cisco CallManager Administration, select Service > Service Parameter.
Select the correct server from the drop-down list.
Set the service to Cisco CallManager.
In the Send H225 User Info Message field, under the Cluster Wide Parameters (Device - H323) section, select H225 Info for Ring Back.
Reset the H.323 voice gateway.
After completing this procedure, the caller hears ring back when the agent phone is ringing.
Does it realy work?
Need you help!
Thanks in advance.
TobiasHi Tobais
you right one of the solutions is to change the MOH to the ring back one
however there are two types of MOH that you need to select
use MOH is the music to be played while the call on hold/ in queue
use Network MOH which is the oneyou need to change to the ring back MOH source file so when the call get transferred to an agent ring back MOH will be played
these options under the CTI ports in UCCX
also you can search the forum here and there are many discussions about this topic
HTH
if helpful Rate -
Voice recording on agent phone
Hello,
I've UCCX agents using Device Profiles with 1 line only. For personal line and also for answering UCCX calls.
Their conversations sometimes need to be recorded with an On Demand Recording software (using Nice Perform 4.1), either for calls placed when not logged into UCCX, or for calls received through UCCX..
The recording option and recorded profile are set onto CUCM on the Device Profile.
Is it a supported configuration ?
Do you suggest I should create a 2nd line dedicated for UCCX instead of having only 1 line ? Normally I must do this because the personal DN belongs also to a pickup group...
What I do not know also if there is a mandatory order for the lines if 2 are suggested / required ? First is UCCX line or it doesn't matter ? Personnaly I would prefer 1st Personal DN and 2nd UCCX extension
Thanks for help,
JC
edit : running CUCM 8.6.2(SU2) and UCCX 8.5.1(SU4), phones are 8945 SCCP.UCCX line can be any one out of the FIRST 4 lines on the phone. Your setup is supported and will work. Call Recording is only concerned with the call and does it job of Call Forking irrespective of UCCX calls or Personal Calls.
Tapan -
Adding a message right before agent phone rings.
Hello,
I'm on UCCX 8.5 and my supervisor would like to add a statement to the call so callers no they are getting ready to be answered by an agent. She thinks this will help with abandons. She wants to add": (Your call is now being transferred to an agent or may ringing) at least they now there call is getting ready to be answered.
Thank you for your help.The basic idea is that you separate the selection of the resource from the connection to the resource, which are both normally done in the same step, by default.
To achieve what you want, it takes two additional variables, and two additional steps, and the modification of one existing step.
Variables
Prompt youre_being_connected = P[youre_being_connected.wav]User selected_resource = null
Script
.../* Here you will need to set the Connect property to "No" and the Resource Selected property to "selected_resource" */Select Resource (--Triggering Contact-- from "CustomerServiceCSQ") Selected Play Prompt (--Triggering Contact--, youre_being_connected) Connect (--Triggering Contact-- to selected_resource) Connected End Failed ... Queued ...
Hope that helps.
EDIT: I need to add more to this, because there are somethings to note with the behavior of such a solution.
Something I was taught growing up in UCCX was to fake a ringback tone to the caller during the transfer to the Agent. You do this by changing the Network Music On Hold source on your CTI Port Group to that of one on CUCM which contains a wav file of ringback sounds.
The thing to watch out for, in either the original request, or this fake ringback one, is Ring No Answer. If the caller is immediately directed to an Agent then this is the experience, assuming you have the default sample MOH and a queue message:
Caller hits the Select Resource Step and an Agent is selected
Caller hits the Play Prompt Step and hears "Your call is being connected.."
Caller hits the Connect Step and hears Network MOH while the Agent phone rings
Agent Ring No Answers
Caller hits the Select Resource Step and a different Agent is selected
Caller hits the Play Prompt Step and hears "Your call is being connected.."
Caller hits the Connect Step and hears Network MOH while the Agent phone rings
Agent Ring No Answers
There's no more Ready Agents in the CSQ, so the Queued branch is hit
Caller hits the first queue message and hears "All of our Agents are current busy..."
Now the caller knows that the system tried two Agents, who didn;t help them, and is now stuck in queue. I would not like that, personally. I would think, "Jeez what just happened there? It like tried to connect my two times and failed." I may even hang up because I think it's broken and cannot connect me.
I think a much better experience is if the solution hides the attempted transfers from the caller and was as follows:
Caller hits the Select Resource Step and an Agent is selected
There's no Play Prompt to notify the caller of the pending transfer, so they hear nothing for the moment
Caller hits the Connect Step and hears Network Music On Hold, so they get the impression that they're in queue
Agent Ring No Answers
Caller is taken off Network Hold and Music stops (but read on to see what the caller experience is like)
Caller hits the Select Resource Step and a different Agent is selected
There's still no Play Prompt to notify the caller of the pending transfer
Caller hits the Connect Step and hears Network Music On Hold, but since these steps are executing in sub second fashion, the off hold to on hold happens so quickly, there's literally no break in the music. Therefore, they get the impression that they've been in queue the whole time
Agent Ring No Answers
There's no more Ready Agents in the CSQ, so the Queued branch is hit
Caller hits the first queue message and hears "All of our Agents are currently busy..."
Now the caller thinks this is just a loop break, and is none the wiser that two Agents were attempted and failed to connect. Basically, they've just been waiting for the first one. If you make your queue messages (Play Prompt Steps) Uninterruptible, then you also ensure that they are not cutoff mid sentence, thus furthering this masking of the Ring No Answer failure scenarios.
I hope that's helpful, even though it's counter to what you requested.
Anthony Holloway
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Cisco phone proxy will support on cucm 8.6 or not
Hi as per document i can see that Cisco phone proxy . Without using vpn connect . Customer want to keep configured Cucm on there Jabber or cisco mobile on the iphone and need to get connected when ever they have an internet access .
And also by keeping a small end router at branches havin only one cisco phone needs to connect to the corprate office using proxy.
Is that possible and also is it possible on 8.6 cucm version . Here am just attaching a document info which says version supported
Supported Cisco UCM and IP Phones for the Phone Proxy
Cisco Unified Communications Manager
The following release of the Cisco Unified Communications Manager are supported with the phone proxy:
•Cisco Unified CallManager Version 4.x
•Cisco Unified CallManager Version 5.0
•Cisco Unified CallManager Version 5.1
•Cisco Unified Communications Manager 6.1
•Cisco Unified Communications Manager 7.0I understand the VPN solution is a good one, but we have already 100 proxy phones deployed and from what I read I'd need to first set up a VPN phone on the cluster before deploying it in the field. This would be difficult to do with users all over the country. Or am I missing something?
I have a question about our ASA though if anyone can answer it. We have to move from an ASA 5510 to a 5520 due to the 100 UC proxy-phone license limitation (even though we have 70 phones it appears that a UC license is taken up for each TFTP server configured on the phone - primary and secondary). When I configured the 5520 I can register new phones no problem. None of the existing phones will register until the CTL file is manually deleted on each phone. Is there a way to seamlessly migrate to the 5520? Such as using the same certs, CTL file etc.. on the 5520? When I configured it it generated it's own self-signed key and CTL file. I did import the certificates from CUCM... -
How to set the number of rings for the agent phone rings before it get the not prepared state
hi, how to set the number of rings for the agent phone rings? before it get the not prepared state.
thanksThe following assumes that you are using ICM with an IPIVR etc (not using CVP), as the answer is different for CVP
What you are looking for is called "Ring no answer time". It is set in the Agent Desk Setting List tool.
Regards,
Kevin -
CCX 8.0: no MOH while first Agent Phone Rings
I have a new CCX 8.0 Installation with a CUCM 8.0.
My script plays MOH as a prompt while the callers are in the queue. As soon as the first agent phone rings, there is no MOH. But if the first agent does not answer the call and the second agent phone rings the caller does hear MOH.
Any idea?
Kind regards
ChristianThat was my first guess too .... but you can wait forever.
Meanwhile I found that while the first agent phone rings you can hardly hear some very quiet sounds. Seems there is a problem with the streaming of the MOH. But i have no idea where to look, because it works with the second agent's phone ringing. Also it works with the standard scripts. -
An extension on the agent phone is shared with one or more other devices.
Try to configure a 7940 phone with CAD. When I try to log in as the agent I get this message "
"An extension on the agent phone is shared with one or more other devices. This configruation is not supported." I am not sure why I am getting this I have configured the phone the same as I have the others. Matched with 3 others phones that work perfect. Can anyone help to what is going wrong with this config?
BobHi.
Yes you can configure Extension Mobility for those users so they can use any available IP Phone logon with cad.
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a0080153e60.html#wp1037543
HTH
Regards
Carlo -
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.
Do I need to restart some service to get this change to take effect?
Thanks for any help,
Robert Luechtefeldtry to restart cisco ldap synic service from windows services
good luck
if helpful Rate -
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
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