UCCX - Alert Agent with Team Info on Incoming Call

If an agent is a member of multiple teams is it possible for the agent to be alerted with incoming calls which team the call belongs to? If so, how is this possible?

I think you are confusing your terms.
A Team is a group of Agents with one or more supervisors.
An Application is the glue for one or more Triggers and a single Script.
It sounds like you are talking about a Contact Service Queue (CSQ). If so, then yes, an Agent can support more than one CSQ. In this case, you will find the CSQ name in CAD automatically.
See this screenshot for reference:
http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/agent-desktop/data_sheet_c78-627272.html#wp9000303
Anthony Holloway
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Agent Desktop Error When receive Incoming Call

Hi, I have CAD Ver 8.5.1.39 | CUCM Ver 8.5.1.10000-26 | UCCX Ver 8.5.1.10000-37 running on my network now.
there some problem occurs when I put an Agent into the Line Group with Top Down Distribution call(actualy all the Distribution call type face the same problem).
1. When the Agent Receive Incoming Call from outside(PSTN) sometimes the CAD don't Show Up and show no response but the CIPC work normaly. showed in Not Responded.jpg
2. When the Agent Receive Call and it is show up. I can't answer the call. When I press ctrl-A or i push the answer icon i got the error message show in error.jpg , sometimes when i want to make a call the same problem happens
3. When the Agent Pop Up and the caller end the Call before I can answer. The call got stuck in Agent and Agent cannot make a call. Agent must logout and login again to fix this problem, show on the stuck.jpg
4. When the problem 3 occurs and if the Agent don't fix this problem, the stack got more caller. show in stuck2.jpg
I dont know why this happen, all the call come from outside(PSTN). when I test call from internal the problem doesn't occur.
Please help me. Any help will be helpful
Thank you for your help and participation
Regards,
Yopie.

Hi,
I have an auto attendant, for example like this:
Welcome to the XYZ Company,
Press 1 for purchasing (10 Agent)
Press 2 for Consult (5 Agent)
Or press 0 for operator help (3 Agent)
When the consumer press 1, I want the call distribute to 10 Agent in the Purchasing team.
To make scenario like this I use the hunt pilot and to use hunt pilot i must have line group first.
So I need to put the 10 Agent into the Line Group.
Thanks.

Verizon 8830 with United-Mobile SIM: incoming calls OK, no outgoing calls

I have a United-Mobile SIM card which I've used successfully in a number of countries in an unlocked GSM phone. I unlocked my 8830 a month ago before traveling to Israel. Before leaving, I had the phone activated for global service so I could use the browser and send/receive email. What I learned upon arrival was that those functions in Israel are provided by a CDMA network, which meant that I had to have the Mobile Network setting at either 1XEV or Global. When set to 1XEV, the network is totally CDMA, which shuts off the GSM capabilities. When set to Global, both 1XEV and GSM are theoretically possible, but when attempting to make outgoing calls the phone defaults to the CDMA network, which means that outgoing calls will go at Verizon's per-miniute rates. To get around that, I swtiched to GSM, which terminates that CDMA functions. Using the GSM network, however, calls do come in when placed to the SIM card's number, but no calls go out.
I checked with United Mobile about this for a possible solution. They indicated that when using their SIM card there would be a United Mobile folder somewhere in the BB, but I was not able to find one. Also, I pulled the UM card and substituted a local SIM card. That worked perfectly, both incoming and outgoing.
So I'm wondering if the problem has to do with the fact that Israel uses a CDMA network for Verizon, whether there's some configuration I have to change on the BB or whether the UM SIM is in some way incompatible with the BB. In that case, I need to find out whether the solution is to use local SIM cards or whether there's a "global" SIM card available with reasonable outgoing rates, free incoming calls, and no connection charge. The UM SIM card is 29 cents a minute outgoing, free incoming, and no connection charge, but at the moment it doesn't seem to work properly in the BB.
I am hoping that the proper setting would be Global, allowing me to browse, get email, use BBM, and make calls as needed. So far, I can't do that.
Suggestions greatly appreciated.

Judging by the lack of responses, it appears that no one has any suggestions. I guess I'm stuck with using the BB for browsing, email, and BBM only while in Israel and using a separate GSM phone with the United Mobile card. In the alternative, I suppose I could try a local SIM card in the BB. Not a big deal, though I would prefer not to carry the BB and a separate phone when only one should be needed to do the job.

UCCX Two agents logged in answered the same call.

UCCX 8.5.1 We had two agents get handed the same call at the same time. Basically, the caller called in and was queued up and when they both became available it rang both of them and which it auto answered both of them and they were on a conference call with the caller. We have the call and a time range.
1. Has anyone had this issue before?
2. How do i even start trying to figure out what happened?

Hi
i have seen such issue multiple times and it always turns out to be some config issue , or due to some misunderstanding of the issue
There is no way this can happen , untill unless there is some configuration issue
can you double check any shared extension on Agent phone ( IPCC+NON-IPCC line both ) ?
2: Did this issue happened for the first time ?
and if you can pull CCX engine logs aka MIVR logs , that will be great,
let me know once you have the logs along with timestamp and i can go through the logs for you.
Regards
Anurag

Alerts only working half the time, phone only rings half the time on incoming calls,settings all ok

my alerts for text messages, vip emails and voicemail are only sounding half the time and same with phone ringing on incoming calls...have checked settings, all are ok, have powered phone down and back up..any suggestions why i dont get alerts and phone ring all the time?

You can use http://support.apple.com/kb/ts5180. if that does not work you have to do repair.

AC - change incoming call alert wav files

Hi,
With CCM4.1(3)sr3a I need to change the audible alerts that AC plays when an incoming call arrives.
I've found the source files on each attendants PC (C:\Program Files\Cisco\Call Manager Attendant Console\audio), copied in a replacement & renamed it to Cisco's original file name.
However, on startup AC is copying the original files back from CCM.
If I changed the files on CCM then this would solve my problem but I can't find them.
How can I change the audio file source ?
Any help appreciated,
Paul.

The current capabilities and features of MoH include:
MoH multicast and unicast streaming service
Music streaming service for "user" hold and "network" hold
51 sources per media convergence server (MCS)
Fifty continuously looping .wav file sources
One real-time streaming source
Each source configurable as either unicast or multi-cast stream
Support for audio streaming to selected devices
Gateways (multicast only):
DT-24+No
6608Not until Seaview 3.3
VG200 (H.323)Yes with Cisco IOS. Software Release 12.2(11)T and later, enable the ccm-manager music-on-hold command
VG200 (MGCP)Yes, same as VG200 (H.323)
VG248Yes
Gateways (unicast only)AT-2/-4/-8, AS-2/-4/-8, and all other Cisco IOS. VoIP gateways, including Cisco 1750, 2600/3600, 5300, 58xx, and 72xx
Cisco IP phones (unicast, multicast)7910, 7940, and 7960
Cisco IP phones (unicast only)Cisco 7935, 12 SP+, and 30 VIP phones
Cisco IP SoftPhone (unicast only)
Maximum 250 simultaneous on-hold streaming sessions per server
Multiple server instances for application scalability
Multiple server instances for server load balancing and redundancy
G.711, G.729A, and wide-band audio codec support
Off-line audio translation utility
This URL should help you:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_qanda_item09186a0080094766.shtml

HT2404 in incoming calls how to display company name with name

Hello
How we can get display of company name along with name while receiving incoming calls in iphone 4.
Thanks

actually according to this, t-mobile became the first carrier to offer the paid feature in 2011
http://www.geek.com/mobile/t-mobile-becomes-first-major-us-carrier-to-add-caller -id-feature-1402597/
i don't know if anything changed with verizon after 2011, but i don't see any such feature on their website. I know you can set/remove your own name that is displayed to others, with verizon. but i cant' specifically find this incoming name feature.

Muting incoming call after latest 5.0.2 update

Hi! After updating my Z3C to Lollipop, I've noticed few drawbacks when it comes to smartband functionality. Despite (in my opinion) Sony bad decision of dropping their own Bluetooth unlock in favor of android smartlock, making using smartband for this extremely hard, I'm also quite irritated with how it handles incoming calls. Earlier I was able to shut the ringtone down by pressing the button on smrtband, now doing this results in phone switching to priority mode, but the ringtone is still playing. I'm not sure if this is happening from the latest update or since first lollipop software. Is someone experiencing the same behaviour? Maybe it is some update error. I'd be grateful if someone could check their devices!

Anyone facing the same problem? If someone could chceck please, i'll know then if it's only my device or not

Hangs up on incoming calls!

Half the call I receive are disconnected, I either touch the screen or touch the volume button and the call is ended. I have tried three different cases and even put the phone in my shirt pocket. I talked with a sales rep. on the website and the response I got was, find a phone you like in your price range. Frustrated I went to the local Verizon store and picked out the Thunderbolt. I guess I'm stuck with the phone until my contract is up.

There may be something in this previous thread that may assist you with Locking Up on Incoming Calls.
While it deals with blocked calls I think that it may apply to your situation as well.
http://discussions.apple.com/thread.jspa?threadID=1093612&tstart=30
mikeab

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

CSA 5.1 Agent Installation on Microsoft Clusters with Teamed Broadcom NICs

I'm searching all over Cisco.com for information on installing CSA 5.1 agent on Microsoft Clusters with Teamed Broadcom NICs, but I can't find any information other than "this is supported" in the installation guide.
Does anyone know if there is a process or procedure that should be followed to install this? For example, some questions that come to mind are:
- Do the cluster services are needed to be stopped?
- Should the cluster be broken and then rebuilt?
- Is there any documentation indicating this configuration is approved by Microsoft?
- Are there case studies or other documentation on previous similar installations and/or lessons learned?
Thanks in advance,
Ken

Ken, you might just end up being the case study! Do you have a non-production cluster to with?
If not and you already completed pilot testing, you probably have an idea of what you want to do with the agent. Do you have to stop the cluster for other software installations? I guess you might ask MS about breaking the cluster it since it's their cluster.
The only caveat I've seen with teamed NICs is when the agent tries to contact the MC it may timeout a few times. You could probably increase the polling time if this happens.
I'd create an agent kit that belongs to a group in test mode with minimal or no policies attached to test first and install it on one of the nodes. If that works ok you could gradually increase the policies and rules until you are comfortable that it is tuned correctly and then switch to protect mode.
Hope this helps...
Tom S

Agents with Personal DNs in UCCX

Looking for some general guidance and feedback:
While I prefer agents with a single DN, I frequently end up with clients that have 2 DNs (Agent/Personal) assigned to their legacy phones. Tearing them away from this frame of mind when they migrate to Cisco UC can be difficult. I'm looking for a best approach in maintaining both DNs while avoiding agent state and reporting issues.

Hi Brian,
Being unsure of the CCX version, I'm sharing the link for release notes of CCX 8.5 version. I would highly recommend you going by the book here. Reading the release notes talks about scenarios which are supported and the ones which are not. Refer to sections like Supported/Unsupported Actions for agent phones and more, you'd find details which need to be kept in mind:
http://tools.cisco.com/squish/FF1E1
Keeping a personal extension on the phone is not a problem mostly but there have been few issues in specific scenarios. For example, the Release notes will tell you this;
"End points not supported in hunt groups — Do not assign agent phones, CTI ports, or route points that are used by Unified CCX to hunt groups."
This means you cannot assign the personal or the ACD extension assigned to a hunt group on CM, it can cause issues with agent getting in reserved and more.
HTH
Gurpreet
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Alert Monitor with exceptions in WAD

Hi All,
I'm trying to use alert monitor in web application designer to show two queries with red, green and yellow statuses. In my web template, I have inserted two queries in two tables (both queries have exceptions) and alert monitor as web item. In properties(context menu), I choose infocube on which these queries are build,marked the red, yellow, green status ,mentioned them in list of columns entry and checked the display toolbar entry.
When I execute , It shows the display of alert monitor drop down box with functions (from Info provider, info area, queries..etc) and alert boxes for red, yellow and green. If I check on red box and uncheck other boxes, still I'm seeing all records with other status as well. There is no change in the query result if I switch from red , green or yellow. And also I am not seeing how many rows of red , green or yellow alerts which i should as i have selected in the list of columns entry.
I've set the exceptions in Reporting Agent for these two queries also.
Any Idea why I'm not getting the functionality of alert monitor. Do I need to set up something for alert monitor to work in reporting agent or in alert management in order to use .Am i missing something in configuration
Any ideas and solutions..
Thanks in advance,

LauQ,
Did you figure out the solution?? Is it something to do with the settings of exceptions in reporting agent. I strongly feel so, as the configuration for alert monitor is straight forward in WAD. There is a How to Guide document on..How to Intergrate BW reporting agent with Alert Framework. Did you have a look at it. I'm glancing it right now.. You can find in sdn.. May be that helps.. Please let me know if you get something... I'm still working on this issue..
Thanks ,
Veeru

How do we alert agents that there are other calls in the queue?

Hey,
I'm trying to figure out a way to alert agents that there are other calls in the queue (whether they're ready or not-ready). I've seen systems that have a separate button on the phone that flashes when there's a call sitting in the queue.
The purpose of this is two fold:
1) if they are on a call they know they need to step up the game a bit to get the current issue resolved.
2) if they are "not-ready" and didn't notice the software, the blinking phone should help jump-start their brain to think "why isn't my phone ringing?"
A wallboard, while nice, is not practical for the situation i'm looking at (information desk). I'd like to minimize the number of things they have to keep track of (walk-ins, a PC, and the phone only), and a flashing button seems like a good way to do that.
Has anyone seen something similar to this on UCCX?
JM

Hi thanmad,
I don't have a sample script with me on hand now, the script i did before is part of our production scripts. But the script required to alert the agents is fairly simple.
First part is identifying when you would like the alert to be triggered, for example say when the call is been in the queue for 2 minutes. You can achieve this in different ways; you can use “Get reporting statistic” and use a field which will give you the Current wait duration of the caller, in this case Report object “csq ipcc express” need to be selected. You then need to compare the result with the predefined duration (seconds) and if the result is higher, then trigger the Alarm.
The Alarm is triggered to the alerting device by using “Call Consult Transfer” set a time out for it and then send the call back to the Queue. Make sure this device doesn’t have any VM setting or forwarding configured to it. If you don’t want reporting statistics you can just put this step where you want in the script and when the call hits it, it will trigger the alarm.
Not sure if it makes sense to you but I would recommend you playing with it and see if it is what you are looking after.
HTH!

SIP incoming call with G722-64 codec not working

Hi, Guys.
Have setup cube sip trunk to ITSP, incoming and outgoing calls are working. Except for an incoming call with g722 codec and video h263 (just need voice call). The called number does not even ring. The caller informed that his using polycom phone.
Also, itsp provided 10 numbers for testing in which we can assigned to our phones but only the main number is working. When doing an incoming call, (dialing the other numbers except from the main number) can see always on the logs that itsp is always feeding the main number. I think it was because of the configuration under the sip-ua (register the maint number to a registrar) but itsp informed that it was also their setup for other clients and is working. Appreciate your help on these.
Thanks

I have looked at your logs and here are my observations..
1. When you disabled fast start on CUCM, I asked you to enable early offer on your CUBE, however I dont see this in your logs..
This is the INVITE sent to your ITSP, as you can see, this doesnt contain any SDP, that suggest you are doing delayed offer..
Sent:
INVITE sip:[email protected]:5060 SIP/2.0
Via: SIP/2.0/UDP 172.21.8.134:5060;branch=z9hG4bKC862F
From: <sip:[email protected]>;tag=AE7F464-1B0F
To: <sip:[email protected]>
Date: Thu, 03 Apr 2014 07:33:09 GMT
Call-ID: [email protected]
Supported: 100rel,timer,resource-priority,replaces,histinfo,sdp-anat
Min-SE: 1800
Cisco-Guid: 0011462194-3037647155-0083893506-2887478836
User-Agent: Cisco-SIPGateway/IOS-15.2.4.M4
Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER
CSeq: 102 INVITE
Max-Forwards: 70
Timestamp: 1396510389
Contact: <sip:[email protected]:5060>
History-Info: <sip:[email protected]:5060>;index=1,<sip:[email protected]:5060>;index=2
Expires: 300
Allow-Events: telephone-event
Authorization: Digest username="AMM-4324-Trunk",realm="amcomvoice.ipsystems.com.au",uri="sip:[email protected]:5060",response="9555a4d29d9316d3f5d416f9a5096ee2",nonce="BroadWorksXhtjq88oeTdvuambBW",cnonce="6AFA84F5",qop=auth,algorithm=MD5,nc=00000001
Content-Length: 0
2. If you are doing DO, then your CUBE needs to send an answer to what your ITSP is offering in its ACK..but this is not happening
Here is what I see..Your CUBE sends SDP in its PRACK
Sent:
PRACK sip:[email protected]2.147.134.21:5060;transport=udp SIP/2.0
Via: SIP/2.0/UDP 172.21.8.134:5060;branch=z9hG4bKC9232B
From: <sip:[email protected]>;tag=AE7F464-1B0F
To: <sip:[email protected]>;tag=SD7qfu599-1874793413-1396510390487
Date: Thu, 03 Apr 2014 07:33:09 GMT
Call-ID: [email protected]
CSeq: 103 PRACK
RAck: 323009643 102 INVITE
Allow-Events: telephone-event
Authorization: Digest username="AMM-4324-Trunk",realm="amcomvoice.ipsystems.com.au",uri="sip:[email protected]2.147.134.21:5060;transport=udp",response="a9d772d988ec971cdad556fd4a992bd0",nonce="BroadWorksXhtjq88oeTdvuambBW",cnonce="58621262",qop=auth,algorithm=MD5,nc=00000002
Max-Forwards: 70
Content-Type: application/sdp
Content-Length: 293
v=0
o=CiscoSystemsSIP-GW-UserAgent 1079 7198 IN IP4 172.21.8.134
s=SIP Call
c=IN IP4 172.21.8.134
t=0 0
m=audio 17082 RTP/AVP 8 96 100
c=IN IP4 172.21.8.134
a=rtpmap:8 PCMA/8000
a=rtpmap:96 telephone-event/8000
a=fmtp:96 0-16
a=rtpmap:100 X-NSE/8000
a=fmtp:100 192-194
a=ptime:20
###Here is your ACK to the 200 OK from ITSP###
On the ACK...Your CUBE doesnt include any SDP in its ACK, hence your ITSP disconnected the call immediately
ACK sip:[email protected]2.147.134.21:5060;transport=udp SIP/2.0
Via: SIP/2.0/UDP 172.21.8.134:5060;branch=z9hG4bKCA1335
From: <sip:[email protected]>;tag=AE7F464-1B0F
To: <sip:[email protected]>;tag=SD7qfu599-1874793413-1396510390487
Date: Thu, 03 Apr 2014 07:33:09 GMT
Call-ID: [email protected]
Max-Forwards: 70
CSeq: 102 ACK
Authorization: Digest username="AMM-4324-Trunk",realm="amcomvoice.ipsystems.com.au",uri="sip:[email protected]:5060",response="9555a4d29d9316d3f5d416f9a5096ee2",nonce="BroadWorksXhtjq88oeTdvuambBW",cnonce="6AFA84F5",qop=auth,algorithm=MD5,nc=00000001
Allow-Events: telephone-event
Content-Length: 0
017151: Apr 3 07:33:11.089 UTC: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
Received:
BYE sip:[email protected]:5060 SIP/2.0
Via: SIP/2.0/UDP 202.147.134.21:5060;branch=z9hG4bKahsb3f108gbhq8pbn5k1sdj0gkbf0.1
From: <sip:[email protected]>;tag=SD7qfu599-1874793413-1396510390487
To: <sip:[email protected]>;tag=AE7F464-1B0F
Call-ID: [email protected]
CSeq: 323009054 BYE
Max-Forwards: 9
Content-Length: 0
I have two suggestions..
1. Downgrade or upgrade your CUBE IOS. Something is not quite right with this behaviour
2. Send your full sh run
On your inbound call issue, you need to send me the logs for a call to another of your DDI..

UCCX - Alert Agent with Team Info on Incoming Call

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