UCCX Agent Team Change & CSD

UCCX 9.0(2)
Client is reporting issues where an agent changes team, but the supervisors continue to see the agent within their old team.
It appears in general that changes to a team's "assigned CSQ" nor to an agent's assigned team update in CSD. We've tried log out/login of CAD and CSD users, and Admin db resync, but nothing helps. Looking to avoid outage due to service restarts.
Assistance appreciated.
Brian

Cisco Supervisor Desktop pulls configuration information when it is first launched, this includes agents, teams, queue info, etc. Unfortunately CSD does not update this information during the course of its operation and requires closing and reloading the application to refresh this data.
HTH,
Tanner Ezell
www.ctilogic.com

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Based in the behavior, you could be affected by the following software defect
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?caller=pluginredirector&method=fetchBugDetails&bugId=CSCtl86300
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We are using ICM8.x and trying to get the data that will display in Cisco Supervisor Desktop as Agent Team Statistics summary display and display them as a report in CUIC tool. Can some give me an idea of how to achieve that in report Definition. Please post If any anybody already have report definition for that .

In UCCE, you won't find all of those statistics available for reporting. From what I see on your screenshot:
Logon Time - this is available in Agent Real Time reporting.
Calls Presented/Handled - You can get Handled counts up to the previous half-hour interval using Agent Historical reports. A "Presented" total would be a combination of Answered, Abandon Ring, and RONA for the agent.
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Average Talking - Average Inbound Talk Time is quite easy to calculate from HandledTalkTime and CallsHandled in Agent Historical reporting.
Total Talking - There are a few different TalkTime fields in Agent Historical reporting.
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I don't know what other fields are on that summary screen, as I don't have a CSD install here to reference.
The reason so many of these fields are not available is due to the data coming from different sources. CAD likely assembles all of that data for you, based on live data received from CTI Server. Meanwhile, CUIC gets all of its data from the AW/HDS databases. Perhaps UCCE 10.5 Live Data reporting will fill some of these gaps... I don't know.
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That's not a good idea. All ICM integrators and admin users should understand the basics of how configuration changes are made in ICM. This is a complex path in order to ensure that the key component, the duplexed Call Router has changed the in-memory copy of the configuration. Changing the database (which one were you thinking of - Logger, AW?) using SQL Query Analyzer or any other native method is more than likely to totally mess up your system.
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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.
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http://x.x.x.x:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
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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
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There is moment when agent leavs his workplace, and we want forward incoming calls UCCX to agents mobile phone.
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Hi,
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G.

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Hi There
We are using uccx 7 and got some requirement to have a reminder pop up when the agent is not ready to remind them that they need to change their status to Ready.
Our agents are not just sitting in the chair and waiting for the incoming call, they have to move to other area to do some other stuff sometimes, but during that time they may get incoming call and their agent status was changed to Not Ready, when they came back to the desk they just simply forgot to change the status back, is there any way that we can have a pop up window to remind them?
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Maybe there is a way in the script that when there is incoming call, it check the "Not Ready" agents and send the popup window to those agents, but I am not sure how to do it.
Can anyone kindly give me some hint for this?
Cheers

As you can probably see reading this thread, there is no easy, built-in way to handle this. I think the Cisco approved way, would be to leverage the Wrap up time, and force them into the Ready state, as oppose to warning them.
I have one other method to throw into the mix, and your experience with it may be different from the next person's; so please test this out first before deploying it all over the place.
If you have MS Office installed on the CAD PC, you can actually leverage a feature out of the MS Word COM Object to view a list of running Window Titles, and since CAD puts the state of the Agent in the Window title, this works.
You will need to copy and paste the below code into a notepad document, and then save as "All Files" and name it something like "monitor.vbs".
'=============================================================================='=='=='=='=='=='== This script will attempt to monitor the CAD title window and keep track'== of how long the state is Not Ready, then alert the user once a threshold'== is exceeded. The user can press OK to go ready or Cancel to stay Not Ready.'=='== Microsoft Word Required.'=='== Author=Anthony Holloway'== [email protected]'=='== Last Update=04 AUG 2009'=='== User defined variables'=========================' The StateThreshold is in seconds, and sets a limit to how long the Agent' state can be "Not Ready"Const StateThreshold = 600' The AlertMessage is displayed to the user; keep it short and sweet.Const AlertMessage = "You are currently in a Not Ready state."' The AlertTitle is displayed as the alerts title barConst AlertTitle = "Cisco Agent Desktop"'==============================================================================Set oMicrosoftWord = CreateObject("Word.Application")Set cRunningApplications = oMicrosoftWord.TasksSet oShell = CreateObject("WScript.Shell")iCounter = 0sCADNotreadyTitle = "Not Ready - Cisco Agent Desktop"' Loop foreverDo While True ' Does the CAD title contain "Not Ready"? If cRunningApplications.Exists(sCADNotReadyTitle) Then ' Yes, Has the state exceeded the threshold? If iCounter >= StateThreshold Then ' Yes, Alert the user iUserChoice = MsgBox(AlertMessage & vbCrLf & "Press OK to go Ready", vbOKCancel + vbExclamation + vbDefaultButton2, AlertTitle) If iUserChoice = vbOK Then oShell.AppActivate sCADNotreadyTitle WScript.Sleep 500 oShell.SendKeys "^w" End If ' Reset the counter iCounter = 0 Else ' No, Increment the counter iCounter = iCounter + 1 End If Else ' Yes, Clear the counter iCounter = 0 End If ' Pause 1 second before checking again WScript.Sleep 1000Loop
Then you will need to start it by one of several ways. One way is to place it into the startup folder of the windows PC. Another way is to have it launch via CDA Run External Application on CAD Startup. It just runs in the background all the time, monitoring the title of the CAD window.
Anthony Holloway
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UCCX Agent Desktop Auto Answering Calls

Has anyone heard of a situation where CAD is auto answering calls? The users are reporting it sporadically only when they get a off a call and a call is waiting in queue, the call will automatically connect right after they hang up the first call.
Sounds bizarre, I know.
Short of restarting services, i'm not sure where to go with this one. I've had a couple clients report this issue to me. They are running UCCX 9.0 (2) SU1
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We've had a similar issue. While the agent is talking, the CAD changes state to "work" i.e. it thinks that the call has been hung up. It then goes to "ready" while the agent is still talking. As a result, when the agent hangs up their call, they are in "ready" state and are given the next call immediately.
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UCCX Agent Team Change & CSD

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