UCCX Ghost Calls

I wanted to post a resolution to an issue that has been plaguing our UCCX 7.01 environment for quite some time. I have opened numerous TAC Cases all to no avail regarding the infamous ghost calls that a few of us experience in our environments. While Cisco does provide solutions (none of which worked for me) for some of the various causes of these reporting anomalies I finally discovered what was causing the issue in my environment. My call control groups were not large enough for those times when the call center would experience a high call volume. I'm not sure how this could cause ghost calls but ever since I've provisioned large call control groups I have not had a single ghost call show up in CSD. I figured I would post this hoping it would assist others with the same issue.

I would be surprised if that bug got fixed - it's a bit vague. There are lots of reasons for 'stuck' calls; and it usually gets blamed on use of one of the 'unsupported' features (listed in the release notes) rather than a software fault.
It may get fixed, but don't be surprised if it doesn't, and you should also consider removing the 'unsupported' buttons from agent phones. Some of my customers do, some decide that the use of the 'unsupported' features is more important than avoiding an occasional reboot...
Aaron

Similar Messages

Severe Call Problems (drops, bricks, ghost calls)

Had the original since soon after it came out and had virtually no problems. Just bought the 3G Black 3G version last night. Several major problems right out of the gate:
1. During a call the touch screen blacks out (call is still live). If one requires the touch pad interface to get through a customer service maze, for example, the phone is useless. Has happened twice but is not foolproof repeatable.
2. During a call, another random call from my contacts will be initiated and place the current call on hold, AND the touch screen blacks out. The new Ghost call continues and you can't stop it because you can't interface the phone. SUPER embarrassing. Has happened twice, not foolproof repeatable (but probably because I'm losing a willingness to actually use the phone).
3. After every call (repeatable, every time) the device instantly powers off.
4. Dropped call, plus instant power down.
My 3G seems to fly and everything else non-phone related seems fine... but I have yet to experience a full beginning-call-to-end-call success. I loaded up some music and photos and synced my contacts to Google and loaded one app (NY Times)... that's it.
At this point I have a great PDA but not a meaningfully reliable phone. Any help is most appreciated... because I NEED a reliable phone! (duh!) I've perused the subjects and keep up on the news and see lots of drop problems but nothing like this... maybe I just got a dud?

Ah hah! User error! Trying to pull a fast one on the plastics industry I weaseled my original model semi-soft Belkin case onto the 3G, apparently hosing the proximity sensor and otherwise causing unintended contact with assorted areas of the interface. $30 to the apple store for more precisely 3G molded plastics later, and full functionality is restored, 2nd day was in pretty heavy usage, crystal clear, no drops, zippy Internet. 3G is actually strong and speedy here in eastern MA, fwiw. Insanely overpriced plastic but worth every penny in the end.
Many thanks. Sorry, iPhone haters.

CSCue55239 - SIP Ghost call. SIP Port scanned from outside.

I was getting hundreds of ghost calls every day on hundreds of endpoints. This fix did the trick. Question: We are still using the H.323 standard but does anyone know if turning off the SIP listenport will not allow SIP calls directly to the codec? Do they need to go through VCS from now on?

Question:
In the Bug Search, I see this info (it won't let me cut and paste the rest of the page but it's bug search CSCue55239:
Last Modified:
Feb 3,2015
Status:
Fixed
Severity:
2 Severe
Product:
Cisco Telepresence Integrator C Series
Support Cases:
103
When it says "Status: Fixed" and Known Fixed Releases: is a version older than the one we use, does that mean that the problem should be resolved from that firmware version forward? Also wondering if "Fixed" means that we still need to do the workaround to fix the problem on ALL versions of firmware, or just the ones prior to 6.2.0 ? Thanks.
Known Affected Releases:
(1)
5.1.2
Known Fixed Releases:
(1)
6.2.0

Ghost calls, auto answer machine and static interference during calls.

Hi I have so many issues since I joined EE network. It's my first time with EE and the experience so far has been a very disappointing one.
Don't know where to begin.
The figures below are average number of times.
Static interference - 6 out of 10 calls will experience a static interference. Even after few immediate attempts
Ghost call - 8 out of 10 calls will experience what I call are ghost calls. It's when I call someone it's dead silent, no ring tone but on the screen it shows the call has been received and the timer is on. Really annoying When I have to reach that person immediately. It takes several attempts before the call actually connects.
Auto answer machine - this ones not just annoying to me but the caller whose attempting to call me. It's embarrassing too.
8 out of 10 callers have been complaining to me that they're calls kept on going to the answer machine. But during that time my phones been free and showing full coverage . I know this because I experimented few times where I got the caller to call me after meeting them in person few mins after the issue.
Recent issue that occurred has me monitoring my data usage.
I connected my phone to iTunes on my PC and I noticed it turned on something with a chain link on top of my iPhone screen. I didn't take much notice of it thinking it's probably because I connected to my PC. Couple of hours later I receive a message from EE informing me that I used up 80% of my data. That's when I realised it turned on my personal hotspot. But who was connected to it? I don't remember turning it on and my PC was connected to the router via Ethernet cable. Wifi dongle was disconnected from my PC so it wasn't the PC using up my data. Now I'm having to worry about using all my data before my monthly reload I got another 24 days left before my next reload, which is a long time because I need my data for the line of work I'm in.
I never experienced any of those issues with my previous network provider. Wishing I haven't changed now.

Hi
Welcome to the EE Community!
Sorry to hear you are experiencing these problems. I had the same kind of issues when I got my first iPhone 5 and totally understand how frustrating it can be.
The issues you have described sound like a mix of both network and device issues.
Have you had a look at our Coverage Checker to see what the signal is like in your area?
What model iPhone are you using?
Thanks.

Pearl to pearl ghost calls

hey fellow pearl users,
ever had weird interactions with your contacts who also have pearls? my pearl went through a bout of sending the same text message repeatedly (like, 15x), but only to one contact, who also happened to have a pearl.
now i've got a different issue. a friend's phone (you guessed it--also a pearl) ghost calls me, every day, multiple times a day. no record of the call appears in her call log, and as far as we know, it's only happening with my phone.
any experience with this? advice? it's gone from mildly annoying to somewhat entertaining.

OH, that is common.
For people who keep their BlackBerry Pearl in their pocket. Very common for button pushes and dialing the last called person.
AS well as sending the same text message over and over.
Any think else, more than that, you need to have your Pearl exorcised and washed seven times in the River Jordan.
But seriously, pocket or purse or butt dialing, yes, is known to happen.
1. If any post helps you please click the below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes
Join our BBM Channels (Beta)
BlackBerry Support Forums Channel
PIN: C0001B7B4 Display/Scan Bar Code
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PIN: C0005A9AA Display/Scan Bar Code

520 ghost calls

My 520 makes ghost calls from lock screen how is this possible?

do u have the super sensitive screen turned on in the Display settings? try it with this turned off, and also ensure while you're at it, that you are fully up to date with the latest firmware along with the latest Nokia system app updates from the Store.

UCCX Post Call Survey DB Write Issue

I am runng UCCX 7.0(1)SR5. I created a post call survey script and set up a DB connection to the external SQL 2008 server on the UCCX server. I had problem with the insert statement. Since the string type in UCCX is enclosed in double quote ("), however, the external SQL server expected a single quote (') for the string type. Any resolution?
For example:
I had the SQL profiler running on the external SQL 2008 server, that captured what is passed from UCCX to the external DB.
1.)
When I run the following statement, where $CallerID, $AgentExt, $Q1, $Q2 and $Q3 are type Char, it can write to the database.
INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES($CallerID,$AgentExt,$Q1,$Q2,$Q3).
The profiler sees UCCX pass this statement: INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES('4','3','2','2','2')
2.)
When I run the following statement, where $CallerID and $AgentExt are type string and $Q1, $Q2 and $Q3 are type Char, it results an exception.
INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES($CallerID,$AgentExt,$Q1,$Q2,$Q3).
The profiler sees UCCX pass this statement: INSERT INTO surveys(CallerANI,AgentExt,Q1,Q2,Q3) VALUES("4444","3333",'1','1','1')

Please do not resurrect two years old threads when your question is totally unrelated to the original post.
Yes, you do use the Get Call Contact Info step.
G.

UCCX - abandoned calls marked as handled contactinactiveexception

Hi
I have a UCCX 8.5 script - at the start of the script it uses the IF contactinactiveexception exception occurs go to - which then goes to a label which clears the exception and then marks the call as handled
What I have noticed is that this step is causing calls that should be marked as abandoned as handled
For example if I place a test call with all agents not ready and the call queues and I hang up - in the historical reports this call shows as handled
If I delete the contactinactiveexception stop and then repeat the test - the call is properly marked as abandoned.
Can anyone advise how they are using CIE step or where it should be positioned in the script to stop this problem.
Thanks

Hello-
I would reset the exception right before your Select Resource step to goto the end of your script. You will need to change how the end of your script is working too.
Take a look at the screenshot. I hope this helps.
DJ

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 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

UCCX drops calls

Hi,
We use UCCX 5.0.2 and CUCM 6.1.2.
Several times a day some calls are dropped as soon as the agent picks up the call.
If i do a debug isdn q931, I see that call was disconnected from the side of agent. Am I right?
But agent doesn't drop that call.
How can I resolve this problem?
ISDN Se0/1/0:15 Q931: TX -> CALL_PROC pd = 8 callref = 0x813E
<009>Channel ID i = 0xA98389
<009><009>Exclusive, Channel 9
ISDN Se0/1/0:15 Q931: TX -> ALERTING pd = 8 callref = 0x813E
<009>Facility i = 0x9FAA06800100820100A10B0201010201018003495652
<009>Progress Ind i = 0x8088 - In-band info or appropriate now available
ISDN Se0/1/0:15 Q931: TX -> CONNECT pd = 8 callref = 0x813E
<009>Facility i = 0x9FAA06800100820100A10B0201020201028003495652
<009>Connected Number i = 0x0081, '1502'
.Oct 20 12:13:53: ISDN Se0/1/0:15 Q931: RX <- CONNECT_ACK pd = 8 callref = 0x013E
.Oct 20 12:13:53: ISDN Se0/1/0:15 Q931: TX -> FACILITY pd = 8 callref = 0x813C
<009>Facility i = 0x9FAA06800100820100A11A0202D39902010C30110A0100A0098004313835320A01010A0100
ISDN Se0/1/0:15 Q931: TX -> DISCONNECT pd = 8 callref = 0x8134
<009>Cause i = 0x8090 - Normal call clearing
ISDN Se0/1/0:15 Q931: RX <- RELEASE pd = 8 callref = 0x0134
ISDN Se0/1/0:15 Q931: TX -> RELEASE_COMP pd = 8 callref = 0x8134

Graham, We use g711 codec and have two regions, but in this call only one region takes part(with g711).
I noticed that some day it happens with one agent most of all, someday with another agent..
Logs from CAD of agent:
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: AGENT_STATE_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1937 AGENT_STATE_EVENT: MonitorID is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1938 AGENT_STATE_EVENT: AgentState is TALKING
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1939 AGENT_STATE_EVENT: NextAgentState is AVAILABLE
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1940 AGENT_STATE_EVENT: SkillGroupStateElement is 4
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1941 AGENT_STATE_EVENT: StateDurationElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1942 AGENT_STATE_EVENT: SkillGroupNumberElement is -1
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1943 AGENT_STATE_EVENT: SkillGroupIDElement is -1
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1944 AGENT_STATE_EVENT: SkillGroupPriorityElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1945 AGENT_STATE_EVENT: EventReasonCodeElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1946 AGENT_STATE_EVENT: AgentIDElement is EREG-24
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1947 AGENT_STATE_EVENT: AgentExtensionElement is 1854
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1948 AGENT_STATE_EVENT: AgentInstrumentElement is (null)
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1949 AGENT_STATE_EVENT: AgentID_LongElement is EREG-24
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: AGENT_STATE_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1815 AgentState TALKING NextAgentState AVAILABLE
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0177 StateCallback - CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0255 Begin ProcessEvent, CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0212 Begin handling agent state event - AS_INSESSIONPENDING_READY with reason code 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0273 Update StatusBar text with agent state: Talking
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: CChatAPI::SetAgentAcdState for Ext-1854|State-2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Begin.
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Begin. Ext: 1854, agentState: Unknown, stateTransitionMask: 590021, reasonCode: .
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Calling the server IDL setAgentAcdState function.
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: End. return_code: 0.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0497 Begin writing agent state data to RASCAL
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0683 Sending AS_SELECTED agent state change to RASCAL with GID=1319774680
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0747 End writing agent state data to RASCAL
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0425 End handling agent state event - AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: VCL0249 Begin update for callID 0 with call state AS_INSESSIONPENDING_READY and new callID 0.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: VCL0259 CallID is empty - nothing to update - returning.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0738 End ProcessEvent, CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2037 CALL_CONNECTION_CLEARED_EVENT: MonitorID = 1854
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2038 CALL_CONNECTION_CLEARED_EVENT: ConnectionCallID = 23041381
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2039 CALL_CONNECTION_CLEARED_EVENT: LocalConnectionState = LCS_NONE
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2040 CALL_CONNECTION_CLEARED_EVENT: EventCause = CEC_REDIRECTED
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2041 CALL_CONNECTION_CLEARED_EVENT: ReleasingDeviceID = 1550
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.739 DEBUG [0x9e8] Agent: MF2813 User clicked ANSWER/DROP button
2011-10-28 12:02:04.739 DEBUG [0x9e8] Agent: MF2857 User clicked DROP button
2011-10-28 12:02:04.739 DEBUG [0x9e8] PhoneDev: PD1298 Drop: Success to Drop call to callID 23041381. InvokeID 146
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 4, bytesReceived/bytesExpected = 4/4
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 36, bytesReceived/bytesExpected = 36/36
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 85, bytesReceived/bytesExpected = 85/85
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2037 CALL_CONNECTION_CLEARED_EVENT: MonitorID = 1854
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2038 CALL_CONNECTION_CLEARED_EVENT: ConnectionCallID = 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2039 CALL_CONNECTION_CLEARED_EVENT: LocalConnectionState = LCS_NONE
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2040 CALL_CONNECTION_CLEARED_EVENT: EventCause = CEC_NONE
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2041 CALL_CONNECTION_CLEARED_EVENT: ReleasingDeviceID = 1854
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0177 StateCallback - CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0255 Begin ProcessEvent, CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CChatAPI::ChangeCallStatus for this party: Ext-1854|Type-2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Begin.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Begin. ext: 1854, userType: Agent, userName: 1854, callID: 23041381, callState: Inactive, duration: 0, direction: Inbound, SkillGroup: .
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Calling the server IDL callStatus function.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: Call state is inactive. Deleting the call party from the call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: call id <23041381>:
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: party 1854;
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: .
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: remove call party <1854> from call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: No party on this call, delete the call from call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: End. return_code: 0.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0592 Process Event - Delete the appearance for CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1746 Sending call data to RASCAL with GID=83690280
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1106 Entering CheckCallStateRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1172 Entering CheckEventRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AP1240 Rule: , Event Name: Dropped
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1285 Leaving CheckEventRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1163 Leaving CheckCallStateRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0967 Entering DeleteAppearance, pos = 4F39FAC
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1045 Leaving DeleteAppearance
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0120 New Event : CS_DISCONNECTED with CallID 23041381 and NewCallID 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0177 Retaining call data on disconnect for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0292 Raw Enterprise Data for CallID[23041381]: ANI
3832181278
255
DNIS
3998
254
Layout
default
252
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0254 Raw Call Activity Data for CallID[23041381]: 3998,Route Point 3998,9,1319777924,1319777924,1319777924|4,ER_CSQ,10,0,1319777938,0|1854,EREG-24 ,2,1319777938,0,0|
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0693 About to display data...
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0845 Found timer for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0876 Deleted timer to list for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0249 Begin update for callID 23041381 with call state CS_DISCONNECTED and new callID 0.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0309 No appearance data found for callID 23041381, checking to see if call in list needs to be deleted.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0321 Deleted Call ID:23041381 from list (Row:0)
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0872 CLayoutManager::VoiceContactListHide current height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0416 CLayoutManager::ShrinkMainWindow current height is 76
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0417 CLayoutManager::ShrinkMainWindow reqeusted change in height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0542 CLayoutManager::ShrinkMainWindow new height is now 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0544 CLayoutManager::ShrinkMainWindow height will not be locked
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0548 CLayoutManager::ShrinkMainWindow covered height is 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0549 CLayoutManager::ShrinkMainWindow locked height is 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0550 CLayoutManager::ShrinkMainWindow new height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0343 Update completed with no appearances left - returning
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0738 End ProcessEvent, CallID:23041381, CallState:CS_DISCONNECTED
It looks like agent clicks drop, but agent doesn't do it.
After th logout and login of CAD it helps for approximately an hour, and then dropped calls appear again.
In MIVR there is first CLEAR_CONNECTION_REQ from connectionDeviceId: 1854 too.
166342872: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=10.205.3.32,port=56077,localport=42027] Msg is {length=28 type=CLEAR_CONNECTION_REQ,invokeId=65, peripheralId:1, connectionCallId:23015022, connectionDeviceIdType: 0, connectionDeviceId: 1854, agentInstrument: 1854 }
166342873: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:Processing msg: CTIClearConnectionReqMsg CTIMgrTPCCReqMsg Socket:Socket[addr=10.205.3.32,port=56077,localport=42027] invokeID:65, peripheralId:1, connectionCallId:23015022, connectionDeviceIdType: 0, connectionDeviceId: 1854, agentInstrument: 1854
166342874: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:TPCCRegMsgHandler.getRmCmCallContact: agent ext - 1854 callId - 23015022
166342875: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:OutboundMsgProcessor: got message: { CLEAR_CONNECTION_CONF }
166342876: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnDroppedEv received for call 23015022 [6237806/1] and agent EREG-24
166342877: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CLEAR_CONNECTION_CONF,invokeId=65 to socket: Socket[addr=10.205.3.32,port=56077,localport=42027] }
166342878: Oct 27 11:40:21.296 NOVST %MIVR-SS_CM-7-UNK:ContactMgr.getRmCmContact(6237806/1) returns 23015022 [6237806/1]
166342879: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:classifyCall: 6237806/1 1854
166342880: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RmCm contact 23015022 [6237806/1] has internal type IAQ, contact type: IAQ for agent EREG-24
166342881: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:MsgHandler : Sent : { CLEAR_CONNECTION_CONF to Socket[addr=10.205.3.32,port=56077,localport=42027] }
166342882: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:classifyCall 6237806/1 Rsrc: EREG-24 CallingAddr: 1548 LRAddr:1548 Type:IAQ(Normal)
166342883: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallInvalidEv received for call:23015022 [6237806/1]
166342884: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:Processing msg: SessionTerminatedMsg (Rsrc:EREG-24 ID:6237806/1 Type:IAQ Cause:DROPPED Abort Exception:null)
I can't find any reason for this behavior..:(

UCCX Premium Call Recording

Hi, we have purchased 50 UCCX 9.0 Premium Agents, 10 QM and WFM licenses for Supervisors.
Our intention is to provide 50 named agents for CR, 10 Supervisor and Manager access for voice recording playback and analysis.
However after installation, we can only configure voice recording for up to 10 agents. We understand that UCCX Premium has
Call Recording as an entitlement, but it doesn't seem to be this way. Please advise if our design is wrong or there is a licensing error,
and if we can raise a ticket for this.
Regards

Hi Roy
UCCX9.0 includes basic call recording functionality embedded in the Supervisor/Agent software. This has lots of limitations on the method used to recoreds (server SPAN or Agent-based recording only) and a max retention period of 7 days.
If you want full recording (Compliance Recording, QM or AQM) then you need to license that recording product for every user (i.e. named user, not concurrent user as with UCCX).
Regards
Aaron

UCCX HR Call Presented Discrepancy

Hi All,
According to UCCX Application Analysis report, the Call Presented = Call Handled + Call Abandoned.
Also, from the UCCX HR Query Design, Call Presented = Call Handled + Call Abandoned + Call Dequeued.
I've no doubt on both the calculation. The problem i'm facing is, the no# of calls presented is not equal to the handled + abandoned + dequeued.
There're 3 calls discrepancy from Call Presented which i couldn't located from above field. Where could be the other possibilities?
TIA

Hi
Maybe they were aborted? There's an aborted + rejected calls report you can run for the same period you run this report to see if they are there.
Otherwise you would need to run a Detailed Call by Call report to see all the calls and count them up in Excel to see where they have gone...
Regards
Aaron

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.

UCCX script call a HTTP request

Dear Member,
I m a new engineer to deploy a UCCX, I would like to know the the step how to use script to call or send a http request to external server?
For example, softphone user when trigger a call and the script will send a http request to notice a thrid party server.
I try to search on cisco and document, I only find some hint on "Create URL Doc " and "HTTP forward"
Any member can explain to me about the step and how to configure?
Regards

One question you will need to know the answer to is: Does your third party web server accept HTTP GET or HTTP POST?
Have a look at this long conversation I had with another member, and see if this sheds some light on things.
https://supportforums.cisco.com/message/3044245
You could certainly use the Create URL Document step to have it help you generate the correct syntax, but you would not be using the HTTP Forward step.

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