UCCX - CTI Port Licensing

Hi,
We have a UCCX Express system consisting of 2 servers that has 60 CTI ports and is licensed for 300 IVR ports.
Does this mean I am licensed up to 300 CTI ports? Or are the IVR ports and CTI ports licensed separately? If I wish to increase the existing number of CTI ports, or create a second group, do I have sufficient licensing?
Thanks, James

Hi James,
300 licensed IVR ports are equivalent to your active (calls in CTI ports) CTI ports in use.
So you can create 300 or even more CTI ports from the First Node of UCCX (which is replicated in the second node of UCCX) but incase of active calls in the CTI ports only 300 CTI ports can be used at any given point.
Hope it helps.
Anand
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Similar Messages

UCCX CTI PORT

Hi Team,
CTI ports are register with the CUCM ip instead of UCCX . There should be UCCX IP , Whts wrong ?
Regards,

try deleting the Call Control group from CCX.then, from Call manager, delete these CTI ports which would go in UNKNOWN state.
do not delete Trigger /Route point.
now, re-create Call control group in express with same CTI port range and associate same Trigger.
regds,
aman

UCCX CTI Ports - range suggestions?

We used CTI ports starting with a 9 and we
put the CTI ports and route points
in a separate partition so they are not in the same partition as what the customer would dial out to the PSTN,
so that there would not be a conflict with 9.X route patterns. This works.
Is there any standard practice on what ranges
CTI ports should be in? I keep seeing in 4 digit
dial plan the least used is 9XXX.
and if Cisco recommends avoiding
certain DN ranges like 9XXX
for UCCX CTI ports

Well, everyone will have their own methods and reasons for choosing said method. Cisco won't have a specific recommendation nor should they really. My approach in North America is pretty straight forward. If the customer has a pre-conceived notion or existing design I will take that into consideration. People get used to doing things a certain way and if there are no conflicts I choose not to pick a fight. Mainly because I have plenty of other design points that are more important.
If the customer has no opinion or their proposal is not workable, then I typically default to using a 7-digit plan with a leading "1" in the 7th digit. This is because the NANP excludes 0 and 1 in the NPA and NXX portion of the phone number. Meaning, you will not see an area code or exchange that starts with a 0 or a 1. I try to incorporate that fact into my dialplan. Particularly for "software" or "application" numbers. So, Unity ports, UCCX CTI RP/CTI Ports, etc.
I used to be more stubborn about these aspects of the dial plan but now I have loosened up some. What I like to do (in NANP) is to lay out a 10-digit solution using the customer's DID and a private numbering standard using the leading "0" or "1" digit approach. I find that most customers already have a range of numbers they reserve for private numbering. I try to tap into that and expand it if I can.
All that being said, personally I would stay away from using a digit that is also known as the "steering" or trunk access digit (typically "9", but I have also seen "8" used). The reason I steer clear of this assignment is because I have been pulled into customer issues where they lost secondary dial-tone. Which typically means they assigned a "9" (or other as applicable) as a leading digit to an extension, mml, or UCCX port. For some strange reason it always falls into one of those three buckets. Now, it should be said that if your dialplan approach has a hierarchy built-in then using a "9" is non-issue. Sounds like you have worked that out. So, not sure you need to tweak it.
HTH.
Regards,
Bill
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UCCX CTI port failed to be created

Hello,
I add to cluster a new sever, when i try to sincronize then this message appears cti port null on node 2 -- could not create, and i see that the Unified CM telephony subsystem in that server is not active.

i deactivated the Cisco Unified CCX Engine component, but now i can not activate it again, the system show me an error about that the CTI port can not be created.
I hope your answers
Thanks

UCCX IVR Port License ?

If you are running uccx express enhanced with 150 licensed IVR ports. Does that mean you have 75 ports configurable for each server in HA totaling 150 or 150 for each totaling 300?

With Enhanced you are not restricted to any IVR ports, you get whatever the server can support, i.e. 300 ports, it is 300 on each server.
HTH,
Chris

CSCts69270 - CCX CTI ports may stuck in out-of-service state when UCM Upgrade/Restart

Symptom:
CCX CTI ports (RP & IVR) may stuck in out-of-service state during CUCM upgrade or Restart.
Conditions:
During CUCM upgrade the The UCCX CTI ports (RoutePoint Triggers and few IVR ports) went into out-of-service state .
This condition may happen during CUCM upgrade process or CUCM nodes restart. When this happens;
The CUCM sate of down ports is "Registered".
The UCCX state of down ports is "Out of Service"
This was tested on following Release branch;
CUCM Version: 8.6.2.10000-30
UCCX Version: 8.5.1.11001-35
JTAPI Version: 8.6(2.10000)-2
CUCM is a 15 Nodes cluster over the LAN with 10 subscriber nodes.
UCCX is a 2 Nodes-HA Cluster, with one Route point, and 300 ICT IVR ports.
Workaround:
After Upgrade completes, restart of CTIManager service from the CUCM nodes serving the CCX.
Last Modified:
Aug 26,2013
Symptom:
CCX CTI ports (RP & IVR) may stuck in out-of-service state during CUCM upgrade or Restart.
Conditions:
During CUCM upgrade the The UCCX CTI ports (RoutePoint Triggers and few IVR ports) went into out-of-service state .
This condition may happen during CUCM upgrade process or CUCM nodes restart. When this happens;
The CUCM sate of down ports is "Registered".
The UCCX state of down ports is "Out of Service"
This was tested on following Release branch;
CUCM Version: 8.6.2.10000-30
UCCX Version: 8.5.1.11001-35
JTAPI Version: 8.6(2.10000)-2
CUCM is a 15 Nodes cluster over the LAN with 10 subscriber nodes.
UCCX is a 2 Nodes-HA Cluster, with one Route point, and 300 ICT IVR ports.
Workaround:
After Upgrade completes, restart of CTIManager service from the CUCM nodes serving the CCX.
Last Modified:
Aug 26,2013
Known Affected Releases:
(0)
Known Fixed Releases:
(0)

Hello r.mata, do you have a question about this bug? Regards, Wes

UCCX - # of CTI ports configured VERSUS # of seats licensed?

Could someone either answer the following or direct me to the link/s that describe it?
What is the relationship between the number of CTI Ports configured to the number of seats licensed?
Recently my company took over the support of a customer who had 31 seats licensed but only 15 CTI ports configured
As a newbie, my experience has only been with HA solutions, where when one displays the License Information via Appadmin, it normally shows twice as many ports as licenses.
Thanks,
Terry

Hi Terry,
When you upload new agent seat licenses they automatically become active. This won't automatically increase the number of CTI ports however. That bit is a manual step so given you have 31 seat licenses, you should be able to increase your CTI ports up to 62 but this is a manual bit of config which I would do out of hours as when you adjust the call control groups, it will reapply changes across all CTI ports from memory along with creating the additional CTI ports.
Cheers,
Nathan

UCCX 8 and CTI ports in UCM

Hi! I try to configure UCCX.
First of all, how many CTI port shoul I setup in Call Controll Group? Is it anought to setup one CTI port for all 10 agents?

Hi
The system works like this:
1) Call hits a 'CTI route point', which is shown as a 'trigger' in UCCX. Think of that as a pilot number.
2) Before UCCX can do anything, it sends the call from CTI Route Point to a CTI Port.
3) On the CTI Port, the call is answered, and the scripts you define run. The call will stay on the CTI port until it is transferred out of the system OR to an agent, or the call ends.
4) When the call goes to an agent, the CTI port is no longer used.
So - typically you would have at least as many ports as agents. What the number of ports affects is the number of simultaneous calls that the system can have queueing or being prompted or held at once. How many you need depends on a lot of factors...
- If your agents take long calls, calls may come in several at once and queue for a long time
- If they have low staff periods (i.e. the big team lunch in the pub every day) calls will probably queue a lot
- If you have a lot of agents, and short call and queue times, you may not have a lot of calls queueing generally
- if you have a complex menu system or a lot of prompts before callers get to an agent, your CTI ports will be used for a longer time, and are therefore subject to more congestion
Generally you license the sytem per agent, and try to over provision the ports as it's difficult to predict what is needed. Consider the number of agents you have, and the number of possible inbound calls (i.e. number of inbound channels on the PSTN circuits used for the Contact Centre numbers), and the capabilities of whatever system you are replacing.
If you have 10 agents and a single PRI, and your license lets you add 20 or 30 ports, I would do it.
Sometimes customers get new licenses and add more agents, but they will never remember to set up more CTI ports... if they have more to start with, that's not problem.
Regards
Aaron
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When do the CTI ports between CUCM and UCCX get created

Hi All,
I am trying to work out when the CTI ports between CUCM and UCCX get created.
Do they get created during the post installtion wizzard when you selectthe number of HR licenses or do you need to manually create the CTI ports after the post installation wizzard.
Many thanks for any help
Regards

In new versions (since 4.x) UCCX creates the CTI route points on Call Manager when a trigger is added on UCCX side.
When you add a Call Control Group on UCCX side, that process creates all the CTI ports in CUCM automatically or updates the existing ones if you change settings for the call control group.

UCCX Outbound IVR Port License Requirements

Hi, trying to figure out how many Outbound IVR port licenses are needed.
UCCX dials out, call is answered with a live voice, UCCX transfers to Application Trigger. No agent available, call is queued. At this point 1 Outbound IVR license is used.
Agent becomes available and call is transferred to Agent. At this point is the licensed port returned or is the license consumed until the agent hangs up?
Thanks.

Hi Chris
I dont think the outbound license will be held till agent answers the call.
Here's when outbound licenses will be released:
1. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to agents extension via gateway-sip trunk - CUCM. At this point, outbound port is free and agent takes the call
2. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to IVR trigger. Outbound port is released. Here, the outbound contact is now connected to one of the inbound CTI ports which are associated to the IVR trigger
In summary, as soon as outbound port does a successful SIP Refer transfer, the outbound port is free to be used for next contact.
Regards
Shikhar

UCCX 8.0(2) - As know if the total number is CTI port is sufficient

Hi Guys,
My Customer have solution with CUCM 8.6.2 and UCCX 8.0.2. He is ask for me if the total license for CTI ports that are today is sufficient. I read the documentation that I found, but, not stay clear. The below the actual configuration:
CUCM
configured 524 CTI port
UCCX
Configured Licenses:
Package: Cisco Unified CCX Premium
IVR Port(s): 60
Cisco Unified CCX Premium Seat(s): 30
High Availability : Enabled
Cisco Unified CCX Preview Outbound Dialer: Enabled
Cisco Unified CCX Maximum Agents: 300
Are there one way of verify if this quantity is sufficient?
Thanks,
Wilson

Hi Anas,
This solution have:
06 CUCM Servers: 04 (01 Publisher, 01 TFTP Server, 02 Subscribers) in the Central Office and 02 (Subscriber) in remote Office
04 UCCX Servers: 02 Servers with function ACD (01 Publisher and 01 Subscriber) and 02 Servers with function IVR (01 Publisher and 01 Subscriber)
About the Gateway the Customer have:
In the Central Office have 04 E1´s for inbound calls (01 Gateway) and anoter Gateways with 04 E1´S for outbound calls.
Thanks,
Wilson

UCCX - Assigning the active CTI Port to a variable

Hello,
I've been rigorously searching the forums here and have been unable to find a way to assign the active CTI port to a variable.
I'm wanting to assign the active CTI port during a supervised transfer to a variable that we will then be using for an exterior reporting application to narrow down call records.
I've found the information I'm looking for in the db_Cra under destinationDN in the ContactCallDetail Table, but cannot find anywhere in the CCX editor that I can assign it to a variable.
Any information someone can provide on the issue would be very appreciated.
Halo Levi
UCCX Version 8.5
UCM Version 8.6

Levi,
A simpler way would be to use a Get Trigger Info step to grab the active Contact object. Then execute a "toString()" call and extract the current CTI-Port from it. In the string is a plethora of comma delimted information about the call so all you have to do is look for the CTI-Port number. It is prefixed by 'TP=" and is usually at the end of the string.
Below is an example of what to look for. I've already captured the Contact object into cntTriggeringContact. I just call cntTriggeringContact.toString() and the output below is what you get. Those who've used UCCX for awhile will notice that the content is strikingly similar to a MIVR log entry. Anyway, the TP=03009996230 was the CTI-Port directory number for this particular system.
Hope this helps.
-Steven

CTI route point and CTI ports not registering - UCCX 10.5 and CUCM 10.5 - PARTIAL SERVICE

I'm trying to integrate CUCM 10.5 and UCCX 10.5.
For some reason CTI route point and CTI ports are not registering on the CUCM and the status of the UCCX is "PARTIAL SERVICE".
On the UCCX Cisco Unified CCX Engine is in status "PARTIAL SERVICE" and the Unified CM Telephony Subsystem shows status "OUT OF SERVICE".
I tried with completely new installation of UCCX twice and got the same result twice.
But when I tried integrating UCCX 10 with the same CUCM 10.5 from above everything works fine and all the ports are registering right away.
In all the cases I have done the same configuration.
The versions of CUCM is 10.5.2.10000-5.
The version of UCCX is 10.5.1.10000-24.
The version of UCCX 10 with which it works fine is 10.0.1.11001-37.
Does anyone have an idea what might be the problem?

No I haven't. Unfortunately I don't have a 32bit Excel at the moment to try.
Can you please tell me this: I'm installing a new BE6000 system that came with this problematic version of UCCX (10.5.1.10000-24). I have been testing during the weekend with 3 versions of UCCX:
-10.0.1.11001-37
-10.6.1.10000-39 and
-10.5.1.10000-24
I got the best results with version 10.0.
Can I install that version (10.0) in BE6000 instead of the one that came preinstalled (10.5.1)?
This is my first BE6000 installation and I'm not sure if this is OK?
I installed a newer version of CUCM than the one that came preinstalled because I hit bug CSCup60269 but I'm not sure If I can go to a lower version for CCX.

UCCX 10.5 - License consumption about Agent

Hi,
My Customer have a solution with UCCX 10.5 and license to 400 Agents. My question is: If I use 50 CTI ports in CUCM to attend IVR, are will there decrease license about Agent of UCCX?
Thanks,
Wilson

Hi Wilson,
The Agent licenses depend on the number of Seat Licenses you have on the system. For example, if there are 25 seats, then 25 agents can login simultaneously.
These do not depend on the Port licenses.
Other components which utilize seat licenses:
Agent
Supervisor
Recording
Regards,
Arundeep

Synchronization problem MoH in CTI port

Hi
I have a problem with the synchronization of User Hold Audio Source and Network Hold Audio Source in the CTI Ports. The callmanager cluster is 6.0.1.2121-1 and UCCX 5 versio.
After doing a Data Resync the result is User Hold Audio Source-- UUID changed from {AC0250B0-6F23-4D91-A73B-A733B011C5CE} to {31E8EA9C-57832-43F7-8384-4C6351A97110}.
Attached is a picture about the result of Data Resync process.
Thanks in advance.
Regards.

MOH issues can be tricky, but let's start with a couple of assumptions:
1. You are running a single CCM cluster
2. The callers coming into the UCCX system are all using the same MRGL
3. If you're using Multicast for MOH, then you have multicast properly set up.
4. You have the MOH audio source files loaded on all the servers where it needs to be (must be loaded on each MOH server individually, these do NOT replicate).
I make the above statements because if any of the above are not true, you can have issues, and while they may manifest on UCCX, they are not UCCX problems.
If you have the data resync/check coming up clean, and it's still misbehaving, open up the call control groups and make some small modification to them...change the description or something so that it will delete all the ports and then rebuild them. Make sure you open up the more info and confirm the settings are where you want them to be. The existing ports will get deleted and then rebuilt. This will resolve any issue where someone modified something directly on CCM that could potentially cause your issue.

UCCX - CTI Port Licensing

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