UCCX - Forwarding call to a specific agent - HELP!!!!!

Good afternoon,
I am implementing an IVR, and I am with the following problem.
If I get an external call to extension 5000, it should be directed to the agent 1, if I receive an external call to extension 5001, it should be directed to extension 5001.
I would know if there is a way to configure the script so that it forward the call to a specific agent only, and not to a queue.
Regards,
Bruno

Hi
Once the condition is met , setup select resource setup to select the exact resource instead of selecting from CSQ
Make routing target type as Resource and set up resource target.
Thanks
Mohamed

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UCCX 7 Call gets dropped once agent picks up

I have been troubleshooting a problem for a few weeks now where calls are being dropped as soon as the agent picks up the call. This is happening to various agents happening a few times per day everyday. I have done a reactive debug on the script and it seems to go through to the end ok yet everytime an agent reports a call drop as soon as they pickup, i see the following in the MIVR logs. I have checked the CSS/Partitions of all the CTI ports also.The CCM traces and Q931 traces show normal call clearing:
215269973: Apr 21 14:53:42.306 GMT %MIVR-APP_MGR-7-STEP_FAILURE:Failure to execute a step: Application=App[name=switchboard,type=Cisco Script Application,id=50,desc=switchboard,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Wed Jan 06 16:44:49 GMT 2010,recordId=67,desc=switchboard,name=switchboard,type=Cisco Script Application,id=50,enabled=true,sessions=10,script=SCRIPT[Switchboard.aef],defaultScript=,vars=null,defaultVars=null]]],Task id=30000147369,Step id=198,Step Class=com.cisco.wf.steps.ivr.TerminateStep,Step Description=Terminate (--Triggering Contact--),Exception=com.cisco.contact.ContactInactiveException: Contact id: 32425, Contact is inactive when getting channel
215373932: Apr 21 15:03:50.012 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event: Event=com.cisco.call.CallEvent[CALL_ANSWERED,state=CALL_ANSWERED,contactImplId=3672150/2,lastContactImplId=3672150/2,session=Session[id=001-0x55ae8a4c1,parent=null,active=true,state=SESSION_IN_USE,time=1271858629996],lastSession=Session[id=001-0x55ae8a4c1,parent=null,active=true,state=SESSION_IN_USE,time=1271858629996],contactSeqNum=0,lastContactSeqNum=0] on CallContact[id=32462,type=Cisco Agent Call,implId=3672150/2,active=true,state=CALL_ANSWERED,inbound=false,handled=false,locale=en_US,aborting=false,app=null,task=null,session=Session[id=001-0x55ae8a4c1,parent=null,active=true,state=SESSION_IN_USE,time=1271858629996],seqNum=0,time=1271858629996,cn=null,dn=null,cgn=6664,ani=null,dnis=null,clid=null,atype=UNKNOWN,lrd=null,ocn=null,odn=null,uui=null,aniii=null,ced=null] at Wed Apr 21 15:03:50 BST 2010,Event source=CallContact[id=32462,type=Cisco Agent Call,implId=3672150/2,active=true,state=CALL_ANSWERED,inbound=false,handled=false,locale=en_US,aborting=false,app=null,task=null,session=Session[id=001-0x55ae8a4c1,parent=null,active=true,state=SESSION_IN_USE,time=1271858629996],seqNum=0,time=1271858629996,cn=null,dn=null,cgn=6664,ani=null,dnis=null,clid=null,atype=UNKNOWN,lrd=null,ocn=null,odn=null,uui=null,aniii=null,ced=null],Event listener=com.cisco.wf.subsystems.rmcm.ICDContactAdapter@50add0,Exception=java.lang.ClassCastException: java.lang.Integer
215375195: Apr 21 15:03:55.715 GMT %MIVR-APP_MGR-7-STEP_FAILURE:Failure to execute a step: Application=App[name=switchboard,type=Cisco Script Application,id=50,desc=switchboard,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Wed Jan 06 16:44:49 GMT 2010,recordId=67,desc=switchboard,name=switchboard,type=Cisco Script Application,id=50,enabled=true,sessions=10,script=SCRIPT[Switchboard.aef],defaultScript=,vars=null,defaultVars=null]]],Task id=30000147532,Step id=208,Step Class=com.cisco.wf.steps.ivr.OutputStep,Step Description=Play Prompt (--Triggering Contact--, WelcomePrompt),Exception=com.cisco.contact.ContactInactiveException: Contact id: 32461, Channel id: 52, Contact is in Terminated/Connected state
I do not have experience with scripting so if anyone could point me in the right direction that would be appreciated,cheers.

Reviewing the MIVR logs you provide I'm not sure which call your talking about. I see 2 calls with exception messages in the time stamp your saying.
First call:
Apr 22 11:49:11.621 GMT %MIVR-SS_TEL-7-UNK:CallID:33466 MediaId:3673987/2 Task:30000153869 com.cisco.jtapi.CiscoRTPInputStoppedEvImpl received
However this call is dropped as per the Jtapi message that the disconnect came from the CCM side however I can see that this call was never assigned to an agent so there should be no miss calls.
As for the second call, I don't have the full picture, as we don't have the offered message of when the call arrives to the system.
Here is a break down of the other call.
Call transferring to assigned agent:
Apr 22 11:49:07.308 GMT %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallCtlConnInitiatedEv received for call 37228421 [3673989/2] and agent AylwardM
System changed call/agent states to answered/talking
Apr 22 11:49:07.308 GMT %MIVR-SS_CM-7-UNK:AgentCallContact 33468 and implId 3673989/2 moved to Answered state
We now see the exception message:
Apr 22 11:49:07.308 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event: Event=com.cisco.call.CallEvent
However if you look futher down the call is connected to the agent successfully and in a talking state.
221901300: Apr 22 11:49:15.387 GMT %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver.callChangedEvent():
CallCtlConnEstablishedEv 3673989/2
Unknown event3673989/2
221901301: Apr 22 11:49:15.387 GMT %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallCtlConnEstablishedEv received for call:37228421 [3673989/2], address 6656, calling party 6656, and called party 01923821368
Call Dropped as it recieve a disconnect event.
221902844: Apr 22 11:49:24.621 GMT %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnDroppedEv received for call 37228421 [3673989/2] and agent AylwardM
The problem with the above call is that you don't see the CallCtlConnEstablishedEv till 7 seconds later, which is why I suspect you get the exception error, as it never got confirmation the call was delivered.
So my concern here, is if you stated you had a issue with calls getting dropped on the UCCX I would agree and ask you to provide CCM/Jtapi logs from the UCCX.
However you stated that your agents are getting miss calls on their IP phone, I disagree with this point as per the analysis performed.
"One question, when the CTI port is ringing the agent's phone to then transfer (reserved state) that call to that agent and the caller hangs up before the agent answer it, does the agent will hear a fast busy tone because that is what the CTI port transfer at the end to the agent? Am I right? if this is it I think there is no way to control this from the UCCX perspective, right?
Gabriel"
This senario will never happen, as the call would be terminated the moment the other party drops.

What should be done in UCCX for routing a call to a specific agent in a resource group ?

Hi guys,
I have yet another issue which is currently being faced by me the issue is that I have a UCCX 8.5, CUCM 8.5 and user tells that when dialling a particular extension a call needs to get routed to a specific group of agents and specifies that it should land to a particular agent first if the agent is not free it should land to any other agent in that specific skill group. But i also see that the particular DN is mapped to an clientname in UCCX this i confirmed by checking the clientname.xml file in UCCX. Now my question what actions are need to be taken to
1. when the DN is dialled after dialling the TFN the particular agent should get the call if the agent is available. (All agents are using Extension Mobility).
2. If the agent is not available the call should be routed to any other agent in the same resource group.

If using resource groups (as opposed to skills-based routing) you would modify the CSQ to use a Linear selection criteria. Following that you just order the resources with the most-preferred resource being at the top of the list.

UCCX 9x - Calls not Disconnecting from Agent Desktop after hangup

I have a Team of agents and 3 of them are experiencing the same issue. They will get a call and once it hangs up, the call state remains "connected" in the agent desktop. Then they get a second call it shows up "connected". So even though there is only 1 call active, it shows the 2 connected.
The IPCC extension is only assigned to one device, the correct line is assigned to their user. The max calls busy trigger is 2:1. I have had a TAC case open for almost a week and initially they thought it was the "connected" state in my script. I made the change and still issue persists. I haven't gotten anywhere with them after sending MIVR loges, etc
I have done some additional searching and haven't found anything.

Hi,
well, I can only assume TAC already told you what debugging levels to set.
Would you mind do a test call again, collect the logs and post them to here? I am not saying I am any better than TAC but I might get an idea while taking a look at the trace files.
Thanks.
G.

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).

Query UCCX database for calls from a specific Caller ID

Hi,
I did some searching and could not find this answer specifically.
I have a request from the call center supervisor to provide a report of all calls coming into the CSQ's showing all of the important data (date, time, answered, not answered, length of call, disposition, etc.) for calls from a specific caller ID for a specific date range.
The caller ID starts with 9XX-XXX-XXXX, so of course UCCX Historical Reports will not display this number as a parameter in the Detailed Call by Call CCDR report because I am limited to the first 32,765 rows. I tried modifying the XML file but have not been successful.
I tried doing a query through the CLI but not sure if I have the query right.
Any insight?
Thank you very much.

I tried modifying the XML file for the Detailed Call CSQ Agent report
ICD_Detailed_Call_CSQ_Agent_en_us.xml with the following:
BEFORE:
SELECT distinct callednumber FROM contactcalldetail
AFTER:
SELECT SKIP 10000 FIRST distinct 20000 callednumber FROM contactcalldetail
Unfortunately, there are no changes in the available parameters shown:
The number starts with a '9', so I need to skip the numbers that start with 408. Any help?

How can I call a specific search help from and still get all the tabs

hello
I use F4IF_FIELD_VALUE_REQUEST to display a specific search help from my program. This search help is included in a collective search help, but only the one specified search help is displayed.
Is it possible to call the collective search help and display one specific search help ?
Example: in CRM i have a collective search help BUPA. When F4 is issued from a customer field the search help "Search customer" should be displayed, and not the last search help which was activated - i.e.. "Search employee".
best regards
Peter Christiansen

Hi,
you can try some thing like this..
      CALL FUNCTION 'F4IF_FIELD_VALUE_REQUEST'
        EXPORTING
          TABNAME           = 'KNA1'
          FIELDNAME         = 'KUNNR'
          SEARCHHELP        = 'DEBI'
        TABLES
          RETURN_TAB        = LT_RETURN
        EXCEPTIONS
          FIELD_NOT_FOUND   = 1
          NO_HELP_FOR_FIELD = 2
          INCONSISTENT_HELP = 3
          NO_VALUES_FOUND   = 4
          OTHERS            = 5.
      IF SY-SUBRC <> 0.
        MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
          WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
      ENDIF.
Regards
vijay

UCCX 8.0.2 - Call in stuck with Agent status ready

Hi Guys,
I would like know what is the best log about RTMT I can use to analyze the calls stayed stuck with agent. Was verified in Real Time Report that there are agent available (state ready), but, the call was transfered for queue.
Thanks
Wilson

To find the root cause of stuck calls you need to Check MIVR/CCX engine logs
below is the link to read MIVR/CCX engine logs
http://docwiki.cisco.com/wiki/Guide_to_reading_MIVR_logs_for_Telephony_Issues_-_ICD_Call_Flow
I hope this will help

UCCX Abandoned Calls Details

Hello All,
We have a small Call Center Express , with just one Queue .. the version is 10.5.1-11001_49
The main request for the customer was as follows :
For the CSQ get below :
Calls Presented
Calls Handled
Calls Abandoned
IVR Abandoned
Agent Abandoned
Inside the CUIC for the CCX , we can get the Calls Presented , and Total of Calls Abandoned .. we can’t get which calls are Abandoned inside IVR ( i.e : before reaching any Agent .. just the customer was waiting in Queue , then he choose to drop the call ) ..
also for Agents , i.e: Calls were abandoned after getting presented to Agents ( there is no Auto Answer ) , and the RNA time is 12 seconds
Reports where used for getting the calls are :
Contact Service Queue Activity Report ( where it shows Total Presented , Total Abandoned )
Abandoned Call Detail Activity Report ( where it shows Abandoned calls with respect to Agents )
So , now with example from the customer DB :
CSQ Activity Report give below details :Total Presented : 5778
Handled : 5409
Abandoned : 369
We tried get more details for the Abandoned calls from the Abandoned Call Detail Activity Report, and we got only 66 calls Abandoned inside that report …
Does that mean the rest of Abandoned calls are Abandoned in IVR ? , 369 – 66 = 303 Calls
Does anyone know the correct way of getting those Abandoned IVR calls ?
Thanks a lot ,
Ahmed Salah

Hello Aaron,
Thanks for the reply ...
i have done some testing on LAB , to figure out the analogy .. and below is the output :
To explain , the Abandoned calls can be summarized to below :
Abandoned Application : The Caller called the System Number , then heard the Welcome message .. and Closed the Call , he was NOT offered to be Queued Yet ..
Abandoned Queue : The Caller called the System Number, heard the Welcome message , and he selected proper choices to reach agent , but all were busy , so he waited in Queue .. then Closed the Call … he was NOT offered to an Agent Yet
Abandoned Agent : The Caller called the System Number, heard the Welcome message , and he selected proper choices to reach agent , and Agent XXXX was reserved , and during the Ring Time , the Caller closed the call .. he was NOT talking with the Agent .
Now to get the 3 types using One report , I would suggest : Detailed Call CSQ Agent Report .. , and to use it as below :
Before running the Report , filter it with only one Filter inside CUIC : Called Number (@param4) , and choose the Trigger Number for the Application, then Run the Report
Now you can extract the report , and work only on the Call Disposition value of “1” , which is “Abandoned”
You should see output like below :
Note : I simulated some calls on the Lab , with same version of UCCX as installed on your premises “10.5.1.11001-49” , and Agent is called : Agent 1
The calls with Values in Application Name only >> Abandoned Application , Yellow
The calls with Values in Application Name , and CSQ Names >> Abandoned Queue , Purple
The calls with Value in Application Name , CSQ Names , and Agent Name >> Abandoned Agent , Red
Now if I run the report with “Contact Service Queue Activity” , I should expect calls to be matched with above data ,
And to be specific , the data should match the case where values in Application Name , CSQ Names , AT LEAST , so it will match both “Purple , Red “ ,.. which are 9 calls
I hope this could help others .. :)
Thanks a lot ,
Ahmed Salah

UCCX - Control call legs

Hi guys,
We have a UCCX 8.5 cluster and we want to set up a feature like IVR Rebound: caller talks to agent, and then agent can conference the caller to another IVR (internal or external IVR) for the caller to process the authorization, during the authorization process, agent must be on hold (cannot hear/interupt the authorization process), after the authorization is done (either successful or not), agent is connected to caller again.
Understand that it is not something nature to UCCX, I'm thinking of setting up system like this:
1. Caller calls to CallCenter and connect to agent.
2. Agent transfers (transfer, not conference) the call to an IVR script.
3. IVR accepts the call and put the call on hold. Now the caller is connected to IVR, agent is free.
4. IVR calls back to agent (as the agent will need to do something with the 2nd IVR) --> we have 3 party conference: IVR, agent, caller.
5. IVR makes another call to the 2nd IVR (can be external IVR, which is used for authorization) --> we have 4 party conference: IVR, agent, caller, IVR#2.
6. Agent key in some information needed by IVR#2.
7. IVR puts agent on hold and unhold the caller so the caller can proceed the authorization himself.
8. Authorization is done, IVR#2 disconnects, IVR needs to unhold agent so the agent and caller can talk to each other again.
My questions are:
Q1) In step 6 & 7: can IVR script detects a key sequence to determine when to start putting agent on hold. I'm thinking of Menu Grammar step but not sure if it is OK.
Q2) In step 8: can we catch the disconnection event (when IVR#2 disconnects) by using exception Channel Inactive Exception? I tried but when the IVR2 disconnects, the caller and agent cannot connect to each other but can only hear ringback tone/busy tone.
Thanks,
hoanghiep

CCX has no ability to conference separate contacts together so this approach will not work. I can think of two options:
The agent transfers the caller to the authorization IVR at the conclusion of the call and checks for an approval status before processing the order. This is the cleanest approach from a CCX reporting perspective.
The agent transfers the caller to the external IVR which accepts an agent-specific identifier and transfers the caller back to the agent after authorization. You can use CCX or an external platform for this; the experience is essentially the same.
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.
Tobias

Hi 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

Disable forward scheduling for a specific material

Hi experts.
We have a requirement to disable forward scheduling for a specific material during ATP check in sales order and delivery processing. I played with some configurations in "Basic functions > Availability check and transfer of requirements" and "Basic functions > Delivery scheduling and transportation scheduling", but none could help.
Notice: we use APO.
Example:
Material X - has 108 pieces in stock and a production order of 1000 pieces scheduled on Feb 11.
If I place a sales order of 109 pieces with requested delivery date of Feb 8, I need the system to not confirm this quantity, instead of confirming the quantity on Feb 13, as of standard behavior.
Regards,
Fábio Scaravelli

Unfortunately, I do not know much about APO. However, I had a quick look and saw the the function responsible for scheduling in APO is /SAPAPO/APO_SCHEDULING. Within this FM, there are two user exits called:
EXIT_/SAPAPO/SAPLVCRM_001
EXIT_/SAPAPO/SAPLVCRM_002
I am unsure if these can be utilised to achieve the desired behaviour. However, they may be worth investigating.

Gathering call data on forwarded calls in Attendant Console

Hi, Does anyone know if there is a way to get call data for forwarded calls. Specifically calls forwarded to an extension from the Cisco Attendant Console.

you could try CAR but there is no specific report for what you're looking for
HTH
javalenc
if this helps, please rate

Diverting calls to a specific contact individual

Hi, I do understand that the call forwarding feature is an effect item to filter off unwanted calls that is coming into the iphone. Is there a property function in the contact section to which we would be able to assigned and filtered off a specific unwanted individual numbers ? If we divert all calls, then no calls will be coming into the iphone. But when you assigned call diversion and call filter to specific individual , it helps alot with those annoying people and people you would not want to them to call you constantly. Is there a property setting or an application in which we would be able to filter off this numbers ?

No way to do what you want, but what you can do is this:
Assign a silent ringtone to this contact/person:
http://richardkmiller.com/702/iphone-tip-use-a-silent-ringtone-to-screen-calls-i n-your-sleep
The ringtone is already made, download it & drag it to itunes, then sync it to your phone.

Designing a Call Center for 4 agents

Dear All,
I've been assigned a task of designing a Call Center for 4 agents. I am very new to Cisco Contact Center, so I need your help in doing this.
Please find attached the proposal request from the client...
Thanks in advance...
Syed..

Sounds like you want someone to do your job for you, you might not get much luck here as this is a technical forum not pre-sales help line.
In either case look at Cisco Contact Center Express solution which supports up to 400 agents, it integrates tightly with CUCM so you need to ensure customer is already running appropriate version of CUCM. For call recording and workforce management you will need a 3rd party app such as Calabrio and there are others. If you are a Cisco partner and quoting this for customer and have specific questions (not BOM or SOW questions) you can reach out to Cisco PDI helpdesk.
If you have not experience architecting Cisco contact center solution I suggest you look for someone that does and can assist you, and most likely this will not be "free" assistance.
HTH,
Chris

UCCX - Forwarding call to a specific agent - HELP!!!!!

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