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
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Similar Messages

Send Welcome Email to New User using the Scripting Agent

Hi
I require some assistance please. I have found a number of scripts online to send a Welcome Email to new users whereby they make use of the ScriptingAgent.xml file.
I like the way the scripts have been configured and have mashed up one or two scripts together for my desired result however when testing in my lab (Exchange 2013) I have found tow problems.
The problems are:
1. When creating a new user and mailbox (New-Mailbox) via the ECP the script throws out an error which I will post later in this post. The mailbox is created fine but it does not send out a welcome email. When a user is created in ADUC and then a mailbox
is created (Enable-Mailbox) the welcome email is sent out correctly.
2. In the script i have a section to check for NewUser00 in the HTML file and replace that with the Users Name and Surname, however this does not work correctly, I just come up blank:
The Script:
<?xml version="1.0" encoding="utf-8" ?>
<Configuration version="1.0">
<Feature Name="WelcomeEmail" Cmdlets="New-Mailbox,Enable-Mailbox">
<ApiCall Name="OnComplete">
if($succeeded) {
# Waiting for synchronization after mailbox has been created.
Set-ADServerSettings -ViewEntireForest $true
Start-Sleep -s 10
# New-Mailbox triggered. Taking SamAccountName parameter.
if ($provisioningHandler.UserSpecifiedParameters.Contains("SamAccountName") -eq $true) {
$UsrSamAccountName = $provisioningHandler.UserSpecifiedParameters["SamAccountName"]
$USRdfirst = $provisioningHandler.UserSpecifiedParameters["FirstName"]
$USRdlast = $provisioningHandler.UserSpecifiedParameters["LastName"]
$UsrAlias = (Get-Mailbox -Filter {SamAccountName -eq $UsrSamAccountName}).Alias.ToString()
$USRdname = $USRdfirst + " " + $USRdlast
# Enable-Mailbox triggered. Taking Identity parameter, this is the only one avalaible in this case.
if ($provisioningHandler.UserSpecifiedParameters.Contains("Identity") -eq $true) {
$UsrIdentity = $provisioningHandler.UserSpecifiedParameters["Identity"].ToString()
$USRdfirst=$provisioningHandler.UserSpecifiedParameters["FirstName"]
$USRdlast=$provisioningHandler.UserSpecifiedParameters["LastName"]
$UsrAlias = (Get-Mailbox -Identity $UsrIdentity).Alias.ToString()
$USRdname= $USRdfirst + " " + $USRdlast
# Defining variables.
$UsrAddr = (Get-Mailbox -Filter {Alias -eq $UsrAlias}).PrimarySmtpAddress.ToString()
$UsrOU = (Get-Mailbox -Filter {Alias -eq $UsrAlias}).OrganizationalUnit
# Sending email notification to the user in specific OU.
if ($UsrOU -match "Contoso.com") {
# HR #
$fromHR="[email protected]"
$SubjectHR="'Welcome to Contoso'"
$BodyHR = [string] (get-content ("c:\welcome\WelcomeMSG.htm"))
$BodyHR = $BodyHR -replace "NewUser00",$USRdname
$fileHR = "c:\welcome\WelcomeMSG.htm"
$smtp="192.168.x.x"
Send-MailMessage -From $fromHR -To $UsrAddr -Subject $SubjectHR -Body $BodyHR -BodyAsHtml -Encoding ([System.Text.Encoding]::UTF8) -SmtpServer $Smtp
# Clearing variables. Each one in its own line in order to prevent error messages from being shown on EMC.
if ($UsrAlias) { Remove-Variable UsrAlias }
if ($UsrAddr) { Remove-Variable UsrAddr }
if ($UsrOU) { Remove-Variable UsrOU }
if ($UsrMsg) { Remove-Variable UsrMsg }
if ($UsrIdentity) { Remove-Variable UsrIdentity }
if ($UsrSamAccountName) { Remove-Variable UsrSamAccountName }
</ApiCall>
</Feature>
</Configuration>
The Error for issue 1:
The cmdlet extension agent with the index 5 has thrown an exception in OnComplete().
The exception is: Microsoft.Exchange.Provisioning.ProvisioningException: ScriptingAgent:
Exception thrown while invoking scriptlet for OnComplete API: You cannot call a method on a
null-valued expression.. ---> System.Management.Automation.RuntimeException:
You cannot call a method on a null-valued expression. at CallSite.Target(Closure , CallSite , Object ) at
System.Dynamic.UpdateDelegates.UpdateAndExecute1[T0,TRet](CallSite site, T0 arg0) at
System.Management.Automation.Interpreter.DynamicInstruction`2.Run(InterpretedFrame frame) at
System.Management.Automation.Interpreter.EnterTryCatchFinallyInstruction.Run(InterpretedFrame frame)
--- End of inner exception stack trace --- at Microsoft.Exchange.ProvisioningAgent.ScriptingAgentHandler.OnComplete(Boolean succeeded, Exception e)
at Microsoft.Exchange.Provisioning.ProvisioningLayer.OnCompleteImpl(Task task, Boolean succeeded, Exception exception)
Any assistance in resolving these two issues will be really appreciated

Ok I am gonna to answer my own question.
I have persevered through the day and have resolved my two issues. I hope this assist others within the community.
Script:
<?xml version="1.0" encoding="utf-8" ?>
<Configuration version="1.0">
<Feature Name="WelcomeEmail" Cmdlets="New-Mailbox,Enable-Mailbox">
<ApiCall Name="OnComplete">
if($succeeded) {
# Waiting for synchronization after mailbox has been created.
Start-Sleep -s 30
Set-ADServerSettings -ViewEntireForest $true
# New-Mailbox triggered. Taking SamAccountName parameter.
if ($provisioningHandler.UserSpecifiedParameters.Contains("Name") -eq $true) {
$UsrSamAccountName = $provisioningHandler.UserSpecifiedParameters["Name"]
$Usrname = (Get-Mailbox -identity $UsrSamAccountName | Select Name | foreach { $_.Name})
$UsrString = $Usrname | Out-String
$UsrAlias = (Get-Mailbox -Filter {Name -eq $UsrSamAccountName}).Alias.ToString()
# Enable-Mailbox triggered. Taking Identity parameter, this is the only one avalaible in this case.
if ($provisioningHandler.UserSpecifiedParameters.Contains("Identity") -eq $true) {
$UsrIdentity = $provisioningHandler.UserSpecifiedParameters["Identity"].ToString()
$Usrname = (Get-Mailbox -identity $UsrIdentity | Select Name | foreach { $_.Name})
$UsrString = $Usrname | Out-String
$UsrAlias = (Get-Mailbox -Identity $UsrIdentity).Alias.ToString()
# Defining variables.
$UsrAddr = (Get-Mailbox -Filter {Alias -eq $UsrAlias}).PrimarySmtpAddress.ToString()
$UsrOU = (Get-Mailbox -Filter {Alias -eq $UsrAlias}).OrganizationalUnit
# Sending email notification to the user in specific OU.
if ($UsrOU -match "contoso.com") {
# HR #
$fromHR="[email protected]"
$SubjectHR="'Welcome to CONTOSO'"
$BodyHR = [string] (get-content ("c:\welcome\WelcomeMSG.htm"))
$BodyHR = $BodyHR -replace "NewUser00",$UsrString
$fileHR = "c:\welcome\WelcomeMSG.htm"
$smtp="x.x.x.x"
Send-MailMessage -From $fromHR -To $UsrAddr -Subject $SubjectHR -Body $BodyHR -BodyAsHtml -Encoding ([System.Text.Encoding]::UTF8) -SmtpServer $Smtp
# Clearing variables. Each one in its own line in order to prevent error messages from being shown on EMC.
if ($UsrAlias) { Remove-Variable UsrAlias }
if ($UsrAddr) { Remove-Variable UsrAddr }
if ($UsrOU) { Remove-Variable UsrOU }
if ($UsrMsg) { Remove-Variable UsrMsg }
if ($UsrIdentity) { Remove-Variable UsrIdentity }
if ($UsrSamAccountName) { Remove-Variable UsrSamAccountName }
</ApiCall>
</Feature>
</Configuration>

UCCX redirect call when the connect to the agent fail

Hi all, I want to redirect a call to another number when the first agent (and the only one in my case) don't answer after N seconds.
I put the redirect on a failed case under "connect to resource" but seems the script skip this failed step because the call is queue again.
Anyone have a works example that use a failed operation when an agent don't answer?
Thanks

If you are looking to queue the call to one specific agent, under "Select Resource" instead of using a Routing Type of "Contact Service Queue", instead use "Resource". You can the specify the resource you want the call to go to. Set the timer to X number of seconds and if the call fails, then use the redirect step.
The way you have it now, you have the Call Redirect step under the "Selected" portion of the "Select Resource" step. It should go under the "Queued" leg. By leaving it the way you have it now, the call will only redirect if the call fails during the "Connect" step. It doesn't mean it will redirect if the agent is not available (that would be the "Queued" leg).

IPCCE Agent Whisper

Hi,
Can we achieved whisper to the agent ( Like this is Sales Call or Maintenance call ) prior to call delivery and answer by IPCCE with IPVIR.
Does anyone have a workaround or ideas on this? Is it possible with any IPCCE with IVR solution. I know it is possible with IPCCE with CVP 8.5.
Please help..
Regards,
DJ

Just as I post that I found an old email of mi
ne:
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin:0cm;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:Calibri;
mso-fareast-theme-font:minor-latin;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;
mso-fareast-language:EN-US;}
http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps427/prod_white_paper0900aecd8066a098_ps1846_Products_White_Paper.html
It’s under UCCX but applies for Enterprise as well as it is really a CAD workflow thing. Ideally for environments with IP Communicator as it uses a little VBScript application to invoke the Microsoft TTS to playback enterprise data via the PC but as it mentions you can use a Plantronix MX10 amp to bridge PC audio and a physical hardphone through to a single headset. Neat little way to do whispers as it doesn’t use IVR ports like if you use the method where you use the IVR to place a call to the agent and play an announcement first before routing the call through.

UCCE Agent Whisper with CVP

I am attempting to build out the Agent Whisper Feature in our Development lab, but I keep getting "IPIVR Whisper is disabled as the routing client CVP is not System PG" in Router Log Viewer.
I followed the configuration guide for Agent Whisper, but I suspect I missed something in my current configuration.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/configuration/guide/agwa85fg.pdf
My first guess was to look at the script, but I based my script on the script in the documentation. Does anyone have any ideas on where I should look for this issue? I will be glad to upload logs or screen shots if that helps.
Thanks!
Mike Cairns

I agree with braclarke. It is most likely an issue with your ringtone.tcl. If you look at the code you can see that there are several references to the Whisper feature.
# Script last modified by: chleblan
# Script Version: CVP_8_5_1_0_0_0_312
# Script Name: ringtone.tcl
# Script Lock Date: 4/24/2008
# Copyright (c) 2010 by Cisco Systems, Inc.
# All rights reserved.
# DESCRIPTION-------------:
# ringtone.tcl - application script used to play ring tone back to the caller on cvp sip calls.
# CVP DISCLAIMER
# This tcl script is a component of CVP.
# Modifications to this script not made as part of an CVP release
# nullify Cisco's support responsibility for this script.   The party who makes the
# change assumes responsibility for ongoing maintenance of this script.
# History:
# 4/24/08   Added the ability to use RTSP and HTTP as the URL type for the custom ringtone
#           in function, act_Media { }.
#service ringtone flash:ringtone.tcl
#dial-peer voice 9191 voip
# service ringtone
# voice-class codec 1
# incoming called-number 9191T
# dtmf-relay rtp-nte
# no vad
# CODE REVIEW FEEDBACK 9/10/2010
#1.Playtone requires DSP^Rs. We sell bundles that don^Rt have DSP^Rs for VXML gateways. CUBE may also not have DSP^Rs. Can^Rt we force a media name so that we don^Rt default to playtone?
#2.^QParam register^R used to have a memory leak. I had to take them all out of survivability.tcl at one time. I^Rm not sure if that has since been fixed.
#3.I have seen weird things if timers are still active when the caller hangs up.   You should always invoke Cleanup for the call close and add a couple of statements to stop the timers.
proc init { } {
    global zombie_timeout
    set zombie_timeout 600
    if {[infotag get cfg_avpair_exists zombie-timeout]} {
        set zombie_timeout [infotag get cfg_avpair zombie-timeout]
    global whisper_timeout
    set whisper_timeout 15
    if {[infotag get cfg_avpair_exists whisper-timeout]} {
        set whisper_timeout [infotag get cfg_avpair whisper-timeout]
    global use_facility_event
    set use_facility_event 1
    if {[infotag get cfg_avpair_exists use_facility_event]} {
        set use_facility_event [infotag get cfg_avpair use_facility_event]
proc act_Setup { } {
    global zombie_timeout
    global whisper_timeout
    global callident
    global whisper
    global medianame
    global use_facility_event
    global agent_dummy_port
    set medianame ""
    set whisper 0
    set agent_dummy_port 0
    set uahdr [infotag get leg_proto_headers "User-Agent"]
    puts "\n *** USER AGENT header = $uahdr *** \n"
    set incoming [infotag get evt_legs]
    set callident [infotag get leg_guid $incoming]
    # Extract ringtone media file name to play
    # SIP calls with App-Info header of format "App-Info: <10.86.129.211:8000:8443>;ringtone=ringback.wav"
    set appinfohdr [infotag get leg_proto_headers "App-Info"]
    puts "\n\n *** App-Info=$appinfohdr *** \n\n"
    if {[string length $appinfohdr] > 0} {
        if {[string first "whisper" $appinfohdr] != -1} {
            set whisper 1
        if {[string first "4000" $appinfohdr] != -1} {
            set agent_dummy_port 4000
        set list [split $appinfohdr ";"]
        if { [llength $list] > 0 } {
           set temp [lindex $list 1]
           set list2 [split $temp "="]
           set medianame [lindex $list2 1]
    puts "\n\n *** medianame = $medianame *** \n\n"
    leg connect leg_incoming
    if {$whisper != 1} {
        fsm setstate RINGTONE_TIMER
        timer start named_timer $zombie_timeout RingtoneServiceTimer
        act_Media
    } else {
        fsm setstate WHISPER_TIMER
        timer start named_timer $whisper_timeout RingtoneServiceTimer
        if {$use_facility_event == 0 || $agent_dummy_port == 0} {
            act_Media
# do this so that the media loops, ie ringing goes on and on
proc act_Media { } {
    global medianame
    if {[string length $medianame] > 0} {
        if {[string first "RTSP://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "rtsp://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "HTTP://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "http://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "appl:" $medianame] != -1} {
            #do handoff here
            set application [string range $medianame 12 [string last > $medianame]]
            handoff appl leg_incoming $application
        } else {
            media play leg_incoming flash:$medianame
    } else {
        set medianame "ringback.wav"
        media play leg_incoming flash:$medianame
proc act_Facility {} {
    global use_facility_event
    global agent_dummy_port
    if {$use_facility_event == 1 && $agent_dummy_port == 4000} {
        act_Media
proc actMediaDone { } {
    global whisper
    global medianame
    global callident
    set media_err ""
    set status [infotag get evt_status]
    switch $status {
        "ms_000" {
        default { #all other errors go here
            set msg "******* ERROR: playing media in ringtone tcl CALLID=$callident STATUS=$status WHISPERFLAG=$whisper MEDIANAME=$medianame *******"
            LogMsg "ERROR" $msg
            #set medianame to empty so that if custom ringtone cannot be found then just play ringback tone
            set medianame ""
            if {$whisper == 1} {
                set media_err "whisper fail"
    # for whisper announcement make sure we end after the prompt is done
    if {$whisper == 1} {
        if {$media_err != ""} {
            leg disconnect leg_incoming -c 38
        act_Cleanup
    } else {
        act_Media
proc zombieTimerExpired { } {
    set msg "******* Ringtone Zombie timer expired - call cleared *******"
    LogMsg "INFO" $msg
    act_Cleanup
proc whisperCallMaxLengthExceeded {} {
    global medianame
    global callident
    set msg "******* ERROR: Clearing call. Whisper Prompt Max Length Exceeded in ringtone tcl. MEDIANAME=$medianame *******"
    LogMsg "ERROR" $msg
    act_Cleanup
proc LogMsg {errLevel msg} {
   global callident
   set x " CallID = "
   set y "TCL CVP ringtone.tcl: "
   append x $callident
   append msg $x
   append y $msg
   puts -nonewline "\n$y"
   if {$errLevel == "ERR"} {
      log $y -s ERR
   if {$errLevel == "WARN"} {
      log $y -s WARN
   if {$errLevel == "INFO"} {
      log $y -s INFO
proc act_Cleanup { } {
    timer stop named_timer RingtoneServiceTimer
    call close
init
requiredversion 2.1
#   State Machine
set fsm(any_state,ev_disconnected)         "act_Cleanup        same_state"
set fsm(CALL_INIT,ev_setup_indication)     "act_Setup          same_state"
set fsm(any_state,ev_facility)             "act_Facility       same_state"
set fsm(any_state,ev_media_done)           "actMediaDone       same_state"
set fsm(RINGTONE_TIMER,ev_named_timer)     "zombieTimerExpired same_state"
set fsm(WHISPER_TIMER,ev_named_timer)      "whisperCallMaxLengthExceeded same_state"
fsm define fsm CALL_INIT

Reminder for UCCX agent desktop

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?
In the Cisco Desktop Administrator, I can configure the popup window under Voice Contact Work Flows when the called number match the trigger, but there is no way I can add the condition that it only happen when the agent is not ready; In the Agent Management Work Flows, I can have the popup window when agent is not ready, but it is not what we want, it popup whenever the agent's status changed to Not Ready.
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 8 access db_cra from script add informix jdbc driver

Hi,
I want to use the db_cra database for the last agent routing from the call flow script.
I will run a query which serach wihtin the last 24 hours which agent talked to the customer the last time.
The problem is, that I'm not able to add the informix db into the uccx database subsystems.
I can only select these driver classes:
net.sourceforge.jtds.idbc.driver
com.ibm.db2.jcc.DB2Driver
oracle.jdbc.driver.OrcaleDriver
com.sybase.jdbc2.jdbc.SybDriver
But for the Informix Db I think I would need the driver class:
com.informix.jdbc.IfxDriver.
Has anyone a idea how to add a driver class or how to access the db_cra from the script?
I know that it is possible to use a differnt database (like MSSQL) and write each time a agent gets a call the data to this db and access this one for last agent routing functions. But I want to use the db_cra for this.
thanks
Markus

Hi,
there is no way to do it that way.
You can't access the Informix DB directly from UCCX script.
But you can use a SQL server as a middleware. So you have to setup a SQL server and add the Informix db as a linked server.
Now you should be able to access the SQL server from the UCCX script.
Kind regards
Markus
CONET Solutions GmbH
Markus Schweitzer,
Theodor-Heuss-Allee 19, 53773 Hennef
Tel.: +49 2242 939-676, Fax: +49 2242 939-393
Mobil: +49 173 5486337
Internet: http://www.conet.de, mailto: [email protected]

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 solutions

I 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

How to schedule SQL Agent job for XMLA script file of SSAS database instead of taking a backup.

I want to script XMLA file instead of backup of database and also want to schedule a job for the process in SQL Agent.
Is there any pros and cons when I script the XMLA file of the SSAS db instead of taking a backup ?
Amir

Hi Amir,
You can take the Create SSAS database XMLA script and run the job to create the cube. The script contains the Metadata definition of the Database and it does not contain the actual data.
Pros: Since you are only creating an empty cube the script will run faster
Cons: You still need to process the created cube to use it for reports.
Fastest option is to take the backup of the cube and restore wherever necessary.
And you can also use TFS source control to deploy the cube and process it later.
Regards,
Venkata
Venkata Koppula

How to use the place call step in the script

I am new to uccx and the document does not explain alot for me related to this step so much.
In the destination field : i use a variable of string that matched before.
The call contol group id : i use the integer of 2 ,the same as configured in the call control group number on UCCXadmin page.
Dialog group: the same as call control group id.
Here is my problem,the call contact field.
If i create a variable of contact with value null and choose it in the contact field of the place a call.
Call is not placed to the extension.
Also with reactive debug : i see that this field should get filled with a value to make the call works,but i don't know how to use it.
Thanks in advance.

1. I'm not sure what you are asking. Do you want to enter in all of the holidays for the next 10 years?
2. For this specific date literal example, you can find it in the scripting volume 3.
Here is the excerpt from the documentation on date literals:
Date Literals
The date literal is always of type Date. The following are the different syntax formats you can use to enter a date.
DateLiteral:
     DateDeclarator [n o w ]
     DateDeclarator [DateDesignator TimeDesignatoropt]
DateDeclarator [ DateDesignator TimeDesignatoropt ]
DateDeclarator: one of
     d D
DateDesignator:
     FullDatePattern:
          Defined by the pattern "EEEE, MMMM d, yyyy"
     LongDatePattern:
          Defined by the pattern "MMMM d, yyyy"
     MediumDatePattern:
          Defined by the pattern "MMM d, yyyy"
     ShortDatePattern:
          Defined by the pattern "M/d/yy"
TimeDesignator:
     FullTimePattern:
          Defined by the pattern "h:mm:ss a z"
     LongTimePattern:
          Defined by the pattern "h:mm:ss a z"
     MediumTimePattern:
          Defined by the pattern "h:mm:ss a"
     ShortTimePattern:
          Defined by the pattern "h:mm a"
Example Date Literals:
D[12/13/52]
D[Dec 13, 1952]
D[Thu, July 4, 2002]
D[July 5, 2002]
D[July 7, 2002]
D[7/6/02]
D[Thu, July 4, 2002 5:59 PM]
D[July 5, 2002 5:59 PM]
D[July 7, 2002 5:59 PM]
D[7/6/02 5:59 PM]
D[Thu, July 4, 2002 12:23:59 AM]
D[July 5, 2002 12:23:59 AM]
D[July 7, 2002 12:23:59 AM]
D[7/6/02 12:23:59 AM]
D[Thu, July 4, 2002 12:23:59 AM CST]
D[July 5, 2002 12:23:59 AM CST]
D[July 7, 2002 12:23:59 AM CST]
D[7/6/02 12:23:59 AM CST]
D[now]
Details for the date and time patterns are available in the documentation of the java.text.DateFormat class. If the string now is used, then the literal corresponds to the current date in the server's default timezone at the time the literal is evaluated for the first time.
Each date literal is a reference to an instance of class java.util.Date.
Copyright © 2002-2010, Cisco Systems, Inc. All rights reserved.
Anthony Holloway
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Agent Whisper issue

Hi Team,
My Agent whisper is not working on random calls. i have 9.0 ICM and CVP platform.
i have found error log on the call server.
1205522: 10.117.6.21: Nov 25 2013 06:39:02.472 +0000: %CVP_9_0_SIP-3-SIP_ERROR_SNMP: CALLGUID = 1AC098B454D311E383D35057A8D21E80 LEGID = 1AC098B454D311E383D35057A8D21E80-138536154206526348 - [OUTBOUND] Whisper Prompt Playback failed. Check the media name and address. VXML gateway logs can provide more detail with 'deb voip appl err' trace on. [id:5010]

Hey David,
i got solution to it, it is just codec issue.
Regards
Pardha

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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 Luechtefeld

try to restart cisco ldap synic service from windows services
good luck
if helpful Rate

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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
Thanks.

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.
You may want to check if this is the case with the agent state.
If the state changes are happening like this, check that the handset is snugly sitting on the cradle, reboot the client PC and have them log off/on the phone.
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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 agent call wrap up custom reason codes

Dear Experts,
we have a team of agents who gets the wrapup option after they hung up to add the notes and reason codes (attached screen shot). there is another team of agents in same uccx who require different list of reason codes to be dispalyed when call is ended. The managemen have also asked if there can be sub menus in the list ? Please can some one advise if this is possible and if so I can get some instructions to configure this please.
Regards,
KZ

Take a look at the Desktop Administrator Guide for your UCCX version: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/cda80ccxug-cm.pdf

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