UCCX Multiple Phones Agent Predictive Outbound Dialer

Under UCCX 10.5, does the Agent Predictive Outbound Dialer dials multiple phones per record in case of no answer, busy, etc?

MR PIM unable to reserve agent.
Can you check if you have label assigned for MR PIM on the Agent's Device Target?
Do you see the Routing Script gets executed?
"Router Log viewer" will be next thing to monitor when you try to run the Agent based campaign
Thanks
- abu

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UCCX Phone Agent Developer?

I have a company is looking to get a custom application created similar to the UCCX IP Phone Agent, except that would like to get the queue information and ID all on one screen. Can anyone suggest any developers that may be able to create such an app?
Thanks,
Charisse

Please drop a query here http://developer.cisco.com/web/uccxcti/home to see if they can give any reference.
If the info helps, pls rate the post.
GP.

UCCX 7 outbound dialing, problem with area codes

Hello all,
I'm just testing the outbound dialing feature in a lab, and have run into the following problem:
I have following:
outbound configuration:
general:
Customer dialing time: start (9:00) end (21:00)
dialing prefix - 9
international prefix - 00
Local Area Code: 44
Area Codes:
44 -> Europe/London
34 -> Europe/Madrid
86 -> GMT-10 (for testing purposes, does not correspond to real China time).
Then, I upload a .CSV file into a campaign with the following information:
Jane,Smith,00447111113007
Jacky,Chan,0086611115002
Juan,Pablo,0034611114001
The dialing works, the agent receives the call, accepts it, and then the call is made.
if anyone is interested, although it has nothing to do with the question itself, the calls are translated to other extension on CUCM to be able to make a call.
The problem is that, they are all treated as in the same AREA CODE, although I have clearly defined area codes for each of those countries.
when the call appears it shows on the CAD as BAAreaCode: +00060
Therefore the calls are made through to China even when it's midnight there!!!???
I know I must be doing something wrong, but I don't know what?
Many thanks for your help,
Cheers,

Hi Aaron,
Sorry for being so late to answer you. But I've done quite a few tests last weekend and have couple traces as well.
Apparently, the first time I added area codes, I did something incorrect, although I do not know what exactly, because now I've added area codes and it partially worked.
Area code: 4420 - Europe/London with Daylight saving
Area code: 3498 - Europe/Madrid with Daylight saving
Area code: 8661 - GMT/+7 NO Daylight saving
The first two Area codes (Spain and London) were correctly identified, In traces I could even see:
this one is for Spain:
type=com.cisco.executor.QueuedExecutor,Thread=MIVR_CFG_MGR_INVOKE_NOTIFICATION-33-189,Thread priority=7,Original Thread=null,Original thread priority=5,Time=null,Exception=null 358035:
Jul 03 10:56:40.390 BST %MIVR-CFG_MGR-7-UNK:configStubImpl-replace() notified with DialingListConfig,time=2010-07-03 10:56:40.373,recordId=0,impl=class com.cisco.crs.outbound.DialingListConfig,desc=,key[137],columns[137,1,,Jacky,Chan,0086611115002,,,377,0,424,1,424,1,,1278150825843,6,0,0,0,0,0,0,0,0] 358036:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getPhoneNumber: callStatus=2callResult=0lastNumDialed=0 358037:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:138 358038:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: phoneNum=0034981114001 0034981114001 358039:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: intPrefix=00 localAreaCode=004420 lenAreaCode=6 include lac=true 358040:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:numToDial=0034981114001 0034981114001 358041:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:138 358042:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: timezone=sun.util.calendar.ZoneInfo[id="Europe/Madrid",offset=3600000,dstSavings=3600000,useDaylight=true,transitions=165,lastRule=java.util.SimpleTimeZone[id=Europe/Madrid,offset=3600000,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]] 358043:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=true 358044:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=716 globalStartTime=480 globalEndTime=1410 358045:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=true 358046:
Jul 03 10:56:40.390 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: no more in-memory contacts left for campaignID 1 358047:
As we can see, localTimeMins is 716 which is: 11:56AM. That was correct time, and in between min/max globalstart times.
And this one is for London:
getPhoneNumber: callStatus=2callResult=0lastNumDialed=0 276065:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:130 276066:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: phoneNum=00442081114002 276067:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: intPrefix=00 localAreaCode=004420 lenAreaCode=6 include lac=true 276068:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:numToDial=00442081114002 276069:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:130 276070:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: timezone=sun.util.calendar.ZoneInfo[id="Europe/London",offset=0,dstSavings=3600000,useDaylight=true,transitions=242,lastRule=java.util.SimpleTimeZone[id=Europe/London,offset=0,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]] 276071:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=true 276072:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=627 globalStartTime=480 globalEndTime=1410 276073:
Jul 03 10:27:41.687 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=true 276074:
As we see, localTimeMins is 627 which is: 10:27AM which is correctly between min/max globalstart times too.
But the problem started with GMT+7.
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: for campaignID=1 280255:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: campaignID=1;#of DLC=2 280256:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getPhoneNumber: callStatus=2callResult=0lastNumDialed=0 280257:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:131 280258:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: phoneNum=0086611115002 280259:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: intPrefix=00 localAreaCode=004420 lenAreaCode=6 include lac=true 280260:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:numToDial=0086611115002 280261:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:131 280262:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: timezone=sun.util.calendar.ZoneInfo[id="Etc/GMT+7",offset=-25200000,dstSavings=0,useDaylight=false,transitions=0,lastRule=null] 280263:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=false 280264:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=148 globalStartTime=480 globalEndTime=1410 280265:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=false 280266:
Jul 03 10:28:41.859 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: cannot dial at this time, will be marked RETRY
It correctly identifies Etc/GMT+7 but then it calculates the localtime wrongly... It came up with 148 which is 2:28AM... and the time I was making a call GMT+0 time was around 9:28AM so GMT+7 should've been 4:28PM...
Then I tried GMT-7 too:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: for campaignID=1 433346:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: campaignID=1;#of DLC=2 433347:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getPhoneNumber: callStatus=2callResult=0lastNumDialed=0 433348:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:140 433349:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: phoneNum=0086611115002 433350:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getFormattedPhoneNumber: intPrefix=00 localAreaCode=004420 lenAreaCode=6 include lac=true 433351:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:numToDial=0086611115002 433352:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:CMgrUtil: getUnformattedPhoneNumber: dlcID:140 433353:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:OutboundContactInfo:isRequestingContacts() for CSQ 2 returns true 433354:
Jul 03 11:25:40.843 BST %MIVR-SS_OB-7-UNK:OutboundContactInfo:setNrGetContactsReqSent() for CSQ 2 to 1 433355:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:OutboundContactsRequestor before sleep 433356:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:Dialer:printLicenses() working_resources for CSQ:2 is 0 433357:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:Dialer:printLicenses() total_working_resources:0, OB_contacts_in_progress:0 433358:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: timezone=sun.util.calendar.ZoneInfo[id="Etc/GMT-7",offset=25200000,dstSavings=0,useDaylight=false,transitions=0,lastRule=null] 433359:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=false 433360:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=1045 globalStartTime=480 globalEndTime=1410 433361:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=true 433362:
Jul 03 11:25:40.859 BST %MIVR-SS_OB-7-UNK:CampaignMgr.getContactsFromMemory: remaining # of in-memory contacts for campaignID 1:1 433363:
and this time it did all the way around, instead of early morning, it was 1045: 5:25PM...
I do not understand what am I doing bad... but I'm starting to think it's some kind of a bug...
and the other problem is: outbound dialer does not even take contacts out of the campaign for calling if the server's local time is not between global start time and global end time. which should not be the case, as I understand campaign times should be applied to area code local time not to server local time.
Many thanks to all,
Cheers,
George

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Thanks

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UCCX-Agent based Outbound

I have done all the configuration for agent based outbound.calling is hitting the CAD but accept button are not visible.Please give me your suggestion

Hi Kiran,
Navigate to Desktop Work Flow Administrator, Call Center 1-> Work Flow Configuration->Work Flow Groups> Default>CAD Agent> User Interface. Under the Outbound Dialer, check the check box for Direct Preview.
Regards
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UCCE 10.X Outbound Dialer

Hi,
Is it possible to configure the outbound dialer so that when we have a list of customers from a different countries, the outbound dialer selects an Agents who has a skill for that specific country for language purpose?
Thanks,
Nizar

You can create multiple Import rule, query rule and campaign to achieve this.
lets say that you want english speaking customer to talk to english speaking agent.
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i hope you have got the basic concept on how this can be achieved.
Regards
Chintan

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Hello,
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Any help is greatly appreciated.
Thank you to all in advance.

What version are you on?
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<CiscoIPPhoneText>
<Title>Error</Title>
<Text>Cannot connect to the IP Phone Agent service.</Text>
<Prompt/>
<SoftKeyItem>
<Name>OK</Name>
<URL>Key:Services</URL>
<Position>1</Position>
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</CiscoIPPhoneText>
What 's wrong here.
Please advice.
Regards

I have verified the url serveral times.
http://10.12.200.25:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
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Ruslan

Hi
Go through the tech tip below and confirm the configuration. If every thing seems to be good then it might be a issue with the CTI manager service on CUCM and you will have to restart that service.
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_tech_note09186a008029e6d5.shtml
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Help please
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I had this problem last night as well. Only my daughter upgraded to iOS7 and she had an old phone of mine. When she upgraded, the phone asked for my apple ID and then continued as normal. However, after the upgrade, any text message that I recieved, she also recieved. I am pretty sure my wife thought I was hammered when she started texting me and my daughter began answering her not having any clue what she was texting about. Anyway, this only occurred with texts from other family members, not from texts I received from friends who are obviously not on our account (we have Verizon BTW). To resolve this issue, and it isn't a short resolution.... there are two options... One, simply erase everyting on the phone.... I don't like iTunes 11, so we were unable to back up her phone. I made her go through her 600 photos, delete the ones she didn't want and email the ones she wanted to herself, and then we wiped the phone clean and rebooted it... go into Settings, General, Reset, Erase All Content and Settings. The second option, if you have iTunes 11 is to back up the phones one at a time, and then go into Settings, General, Reset, Erase All Content and Settings. Either of these options wipes the phone clean of all information, text contacts pictures etc and then you have to re-enter all of your individual information. When you do that, make sure that no one is on the same iTunes account. Theoretically, after you do this, you plug back into your computer and SYNC your phone from the last back-up. This resolved the problem for us. I don't know if there is an easier solution, be we tried logging in and out of our iTunes Accounts, turning the power on and off, and nothing changed. So, we had to go the more difficult route to avoid mass confusion with family texting.

We use our Iphones with the icloud to set up scheduling of jobs. Multiple phones share the same icloud for this purpose. We recently had a change in leadership. How do I completely delete the icloud account? Or do I just create a new one/forget old 1

Multiple phones share one Icloud account. We use it to schedule jobs and crew leaders read the cloud to get the information of the job that needs to be done. However, we recently had a change of leadership and we think this person might have logged into or put our cloud on his phone to sabotage our business. I changed the password but that didn't fix the situation. I could put a job on the cloud with an old phone that was logged in with the old password and everyone with the new password would still see the job. I have since created a whole new cloud account which seems to have eliminated the "future" issue of sabotage however I would like to completely eliminate that old account...any advise?

Everyone needs to go to Settings (or System Preferences)>iCloud and click 'Delete account' or 'Sign out' as applicable (it's the same thing). Then they can sign into the new account you have created and proceed from there. You can't actually delete the old account from the server but you can just ignore it.

HT5616 I have multiple phones and iPads and all are linked to one iCloud account and one iTunes Account. I want to keep the same iTunes Account so I can share music, etc., however, I want each device to have its own iCloud account. How do I do this?

I have multiple phones and iPads and all are linked to one iCloud account and one iTunes Account. I want to keep the same iTunes Account so I can share music, etc., however, I want each device to have its own iCloud account. Any help on how I can I do this?

You'll need to create an Apple ID for each device. Use the new Apple ID for FaceTime, iMessage and iCloud on the device. Use the original Apple ID for Settings>iTunes & App Store.

UCCX Multiple Phones Agent Predictive Outbound Dialer

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