Uccx question

Hello,
we have uccx version 7.0.1 sr5. is there a setting on the server that we can customize so if a call is presented to an agent it will ring at least 5 times before it rolls to the next agent ?
as of now, the system presents the call to the agent, the phone rings 3 times and then it goes to the next available agent, we would like to increase that time
thanks
Cristobal

Well - you have the 'No Answer Ring Duration' in UCM, which should be set to a longer time than the 'Connect' step 'Timeout' value
in the script. It's actually the 'Connect' step timeout value that determines how long a call rings before going to the next agent, but if the 'No Answer' timer on CCM is shorter than this you can get problems.
Regards
Aaron
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Similar Messages

UCCX question on agent skills

Is there a way to automate how an agent is skilled by certain time of day? Currently we have an agent that needs to receive calls from CSQ A between 12PM - 6:30PM and from 6:30PM to 8PM accept calls from CSQ B. Currently the only viable solution is the supervisor has to login and adjust the agents skills during these timeframes. Also I know we could skill the agent in both CSQ's but the supervisor does not want the agent to receive any calls from CSQ B between 12 - 6:30PM as well as not receive any calls from CSQ A during the 6:30 - 8PM timeframe. Thanks for any help!!

No issue there, create new Skill i.e. skill2, new CSQ2, on top of existing skill1, CSQ1, assign skill1 and skill2 to CSQ2. Assign this one agent to skill2 (not skill1). In your script between one time period queue CSQ1 which queues existing skill1 agents and does not include this one agent and during another time period select CSQ2 which includes skill1 existing agents and skill2 agent.
HTH,
Chris

UCCX - Questions

   Hello,
We have the following requirements and need some other ideas/experiences :
1 - What is the best way to use click-to-call from an internal web page displayed in the CAD integrated browser ?
Does the Hyperlink Dialing feature can do that, including for non american deployment and dial plans ?
2 - What is the best in your opinion way to get the caller information (name...) and show it in the CAD ?
there are lots of options as I can see in the forums, but is there a better one ? http requests, database integration ...
Regards

The document can be any format you want. Depending on the format you choose, we can then talk about how to read it from within a script. And yes, it has to be done in the script. The part you do within CDA is define your Enterprise Data Fields and Design your layout.
If you went with XML you could do something like this:
Jane SmithJohn Doe
then your XPATH could simply be: "//name[@tel='" + ANI + "']"
The result will either be the name of the caller or NULL for when no match was found. So after your Create XML Document and Get XML Document Data steps you will need an If step like this:
xml_document = Create XML Document(xml_document)xpath_result = Get XML Document Data(xml_document, "//name[@tel='" + ANI + "']")If (xpath_result != null && xpath_result.trim() != "") True    Set name = xpath_result False    /* ANI not found */
The HasMap is really easy in my opinion and because the syntax is validated by the script it has less of a chance of contain a typographical error than does the XML method. Of course you cannot help it if someone types a phone number incorrectly.
Your variable type will be: java.util.HashMap
name is: contacts
value is:
{ java.util.HashMap contacts = new java.util.HashMap(); contacts.put("6125551212", "Jane Smith"); contacts.put("6125551313", "John Doe"); return contacts;}
You would pull the name out like:
If (contacts.containsKey(ANI)) True    Set name = (String) contacts.get(ANI) False    /* ANI not found */
Anthony Holloway
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UCCX 8.02 - call volume on the tone for auto answer

I have UCCX r8.02. Our agents are configured to have auto answer and calls drop into their headset, the agent set does not ring. The agents hear a tone and are alerted of the call before the caller is connected. Is there anyway to turn up the volume on the tone the agent hears?

I don't believe so. I mean, outside of turning up the headset volume. Of course this is not a UCCX question, rather a CUCM question. There's a separate forum for that, and those guys may know.
The hacker in me would root the CUCM and search for the audio file on the disk and modify it. But, that's more than most will risk for a simple audio increase.
Sent from Cisco Technical Support iPhone App

UCCX ACD LAA Question

Hi,
I’m wondering if anyone would be able to provide a best practice recommendation for me in the following UCCX scenario.
CCX agent phones are setup in a single line configuration. Their personal directory number is the same as their CAD line. These agents make outbound calls (not on a campaign) as well as receive inbound calls from the ACD. When they make an outbound call (non-ACD) this changes their agent state to not ready. Once they hang up the outbound non-ACD call, they are put back in the ready state, but are now at the back of the ACD line in terms of longest available agent ready state.
This customer would like for an agent to be able to maintain their spot in the ACD as opposed to the behavior described above. And of course the supervisor used to have an Avaya system that could do this, so they are playing that card.
Any input would be appreciated!
Thanks,
Dom

Thanks, Chris. I am not positive that they are going to the back of the line. This was reported by the customer. I guess I should validate that assumption. I assumed that was the behavior. I made the recommendation to them to add a separate ACD line, but that also presents a challenge in that the outbound (non-ACD) and inbound (ACD) are both customer facing. So when they are on an outbound (non-ACD) call and they get an inbound ACD call on their agent extension - they would have to place one on hold to answer the other. That isn't very elegant in a customer facing ACD environment.
Hopefully I can get around to validating the behavior in my lab soon. I also have this question out to a Cisco SE that I work with to see what they have to say.
Thanks,
Dom

UCCX 7 to UCCX 8 Upgrade Questions

Dear All
I have three questions regarding upgrade from UCCX 7 to UCCX 8:
1-Can I upgrade from UCCX 7 single node to UCCX 8 HA?
The Document said that I have to Run PUT Tool while both UCCX 7 servers are running but in my case i have only on UCCX 7 Server where I will Install PUT on it and Take PUT Backup then Restore Backup on 2 Server UCCX 8 (HA). Does anyone know if this can be done and if yes does the process as follow:
a) Install PUT on UCCX 7.
b) Take PUT Backup of UCCX 7 single Server.
c) Install UCCX 8 PUB and restore PUT Backup on it.
d) Install UCCX 8 SUB by choosing First Node:No, then Run Initial Wizard then select Cluster Server IP Add of UCCX 8 PUB.
2-Do I have to do anymore configurtion if I will change IP Address of UCCX 7 so that new UCCX 8 Server will have different IP Address.
My guess is that will not need anymore configuration.
3-After Upgrade UCCX 8 from UCCX 7, do i have to Insatll new CAD 8 manually on all Agent PC one by one or not ?
Thanks for your support.

Hi Ayman,
The CAD client will be updated automatically when the agents login after the upgrade. They will need to have admin rights on their PC for this upgrade to complete.
The second node can be added after the upgrade on the first node has been completed.
I recommend changing the IP address only after the upgrade has been completed and the cluster is stable. The exact steps are found in the 8.0 Admin Guide. There is a "Readiness Check" here to make sure the change won't cause any problems. It's important to note that the hostname cannot be changed.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/configuration/guide/uccx801ag.pdf
-Brendan

UCCX skills question

Gang,
I am having a hard time understanding the logic UCCX uses to select an agent based on Most Skilled. Here is my scenario:
Agent Skills
Agent A= SK-Queue1(10), SK-Queue2(1), SK-Queue3(1),SK-Queue4(1)
Agent B= SK-Queue1(9), SK-Queue2(10), SK-Queue3(10),SK-Queue4(9)
Agent C= SK-Queue1(9), Queue2(10), SK-Queue3(10),SK-Queue4(9)
Agent D= SK-Queue1(1), SK-Queue2(9), SK-Queue3(9),SK-Queue4(10)
Queues
Queue1= SK-Queue1, Competence=2
Queue2= SK-Queue2, Competence=2
Queue3= SK-Queue3, Competence=2
Queue4= SK-Queue4, Competence=2
My issue is Agent B and Agent C are always listed first under Queue1 when I do Show Ressources and I am trying to get Agent A get the call first if he is ready.
Same for Queue4. Agent B and Agent C are listed first and I am trying to get Agent D answer the call first.
My understanding is when I select only one Skill (SK-Queue1 for Queue1 as an example), the system will select the most skilled agent and not consider the total. If this not correct how can I make this to work?
Thanks.

Now my issue comes down to answer this question:
In an envirement were agents are answering calls on different queues, can we route the call to a queue by considering only the skills assigned to that queue an not all the skills assigned to the agent? If this is what it suppose to happen, why agent B and C are always listed first?
Thanks

UCCX 9.0(2) XML question

I'm teaching myself about SOAP and XML responses for an upcoming project for a self-service application. We have UCCE/ICM UCCX/IPIVR premium licenses. I used the excellent article by Gergely (https://supportforums.cisco.com/document/97736/uccx-8x-really-simple-soap-client-no-custom-jar) with success. Thank you.
In playing around, I found one of the free web services to use to send the SOAP request and receive a response. After much poking around I finally got something to work and got data successfully. From one of the services I used (cydne.com) I was able to get a response XML file, parse the response data and separate it into the various variables I created to receive the data. No problems there.
However, when I used the service www.webservicex.net, the resulting XML response doesn't have < and > in many of the fields. Instead, it has < and >. I figured I could just do a string replace and replace the < with < and > with >. After I got the response in the soapResponseString variable, I did a Do statement to replace the string < with < and > with >.
Do:
soapResponseString = soapResponseString.replace("<","<");
soapResponseString = soapResponseString.replace(">",">");
The substitution looked fine and the strings were replaced appropriately. However, when I did create XML document step using (Document)soapResponseString for some reason instead of the string showing TEXT[soapResponseString text goes here] it shows as §com.cisco.wf.steps.io.XMLDocument§com.cisco.wf.steps.io.XMLDocument@0§ . Then, the Get XML Document Data step fails with:
XML Parser Exception: Nested exception is:
org.xml.sax.SAXParseException: The processing instruction target matching "[xX][mM][lL]" is not allowed; nested exception is:
com.cisco.wf.steps.io.SAXIOException: XML Parse exception; nested exception is:
org.xml.sax.SAXParseException: The processing instruction target matching "[xX][mM][lL] is not allowed.
The replace does something to the soapResonseString string the Create XML Doucment step [(Document)soapResponseString] doesn't like for some reason and I can't figure out what. I don't need the data from the web service for anything other than testing to verify I can successfully get SOAP data. I'm wondering what the string replacement step does to the original string causing the parsing error. It's not apparently obvious what, if anything, changed.
I attached a text document with the soapResponseString before string replacement, the Document soapResponseDocument before the replacement, the soapResponseString after replacement and the Document soapResponseDocument after replacement.
Any insight would be appreciated.
Bill

Bill,
could you please post the WSDL of the webservicex.net service you're trying to use? Is it "Global Weather"?
If so, I took a look at the request/response pair and the XML they're sending is valid. But it's a bit different from what I am able to see in the text attachment posted by you.
This is the request:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:web="http://www.webserviceX.NET">
   <soapenv:Header/>
   <soapenv:Body>
      <web:GetWeather>
         
         <web:CityName>Wien</web:CityName>
         
         <web:CountryName>Austria</web:CountryName>
      </web:GetWeather>
   </soapenv:Body>
</soapenv:Envelope>
And this is the response:
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
   <soap:Body>
      <GetWeatherResponse xmlns="http://www.webserviceX.NET">
         <GetWeatherResult><![CDATA[<?xml version="1.0" encoding="utf-16"?>
<CurrentWeather>
<Location>Wien / Schwechat-Flughafen, Austria (LOWW) 48-07N 016-34E 190M</Location>
<Time>Dec 19, 2014 - 12:50 AM EST / 2014.12.19 0550 UTC</Time>
<Wind> from the W (270 degrees) at 16 MPH (14 KT) (direction variable):0</Wind>
<Visibility> greater than 7 mile(s):0</Visibility>
<SkyConditions> partly cloudy</SkyConditions>
<Temperature> 57 F (14 C)</Temperature>
<DewPoint> 44 F (7 C)</DewPoint>
<RelativeHumidity> 62%</RelativeHumidity>
<Pressure> 30.00 in. Hg (1016 hPa)</Pressure>
<Status>Success</Status>
</CurrentWeather>]]></GetWeatherResult>
      </GetWeatherResponse>
   </soap:Body>
</soap:Envelope>
Now what we can see here is perfectly legal, however, a sane person would never do this (I mean embedding a complete XML (with a header) into an XML. I mean, you can do that with enclosing the embedded XML with a CDATA tag, but again, the XML parser needs to take extra care and the programmer of the web service data consuming application needs to make extra effort to parse this.
This is an exception to the rule I guess so it can be safely ignored.
Anyway, can you double check the response string. Or, actually, would you mind posting your script?
G.

Compatibility question UCCX with CCM V5. ???

like the above info !
Dears good day,
i just need a help to know if there is a compatibility for the integration between newest UCCX and CUCM V 5.x or not ?
and also need t ask about how much maximum CTI ports for IPCC premium licences till now we have 20 CTI Port as the attached
we know that maximum number of agent for IPCC is 300 agent per cluster which consist of two server one active another passive my info is correct or not ??
kindly check the attached snap for license .

Hi
Yes, the UCCX system itself can have 20 concurrent calls (one per CTI port)
Your 10 agents can all be talking to callers (agent-connected calls do not continue to hold a CTI port).
With Premium you just buy more agent seats to get more ports. It's an oddity of the licensing that Standard/Enhanced edition allow you as many ports as you like, but Premium needs agent seats.
Also you may struggle to buy licenses for this system as it is end of life, and end of sale. You'll have to speak to Cisco..
http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/end_of_life_notice_c51-513419.html
Aaron
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UCCX 8.02 beginner question

Hi everyone,
i am a little bit new to Contact Center Express. I wrote a script with a Telephony Trigger and IVR. This is working fine.
But now i started to play around with the HTTP Triggers. As it is described in the documentation, i tried to setup the hello.aef, welcome.html and sayhello.html section.
Everything works fine, i can access the welcome.html script via Browser and type in some name. But when i submit the form, the HTTP Trigger would not be triggered. I got the Browser error 500 Internal Server Error Page.
Can someone help me? I setup the trigger in the appadmin, setup application with this trigger and so on. I think i put the HTML Sites in the right folders on the UCCX. But i have no success. I hope someone can help me ((
Thanks!!
Christian

Thanks for the information Anthony.
This may help - After landing in the unsuccessful branch and the script ends. If I call the "get agent on the line" trigger manually it goes to the CSQ as expected.

UCCX 7 Historical Reports Tool Question

Hi, I'm new to this tool and was wondering how I can see the report builds for the existing reports within the historical reports tool. Is there a way to get into the pre-existing reports using Crystal Developer? Any help and all help is appreciated.
Thanks,

Aaron,
One more thing. So when I get into the UCCX server to look at the data tables I notice that the table prefix (owner) is dbo. When I go into the reports design view and look at the database fields, their prefix is ado. Is there another table set out there or are there interim tables being created as these reports are running?
Regards,

Historical Reports question // UCCX 7.0

Hello,
I was wondering for how long the HR records are available for report generation?
Maybe they are kept until you manually delete them? and where are these records kept inside the server?
Thank you in advance for your help,
DS

Hi DS,
The HR records are setup on a purge schedule which is defined in Appadmin under Tools and Historical Reporting. Here you can set the max size you want your database to get to before it performs a purge operation on the oldest records. There are also other settings to define purges.
You will need to check your configuration to determine how long the data is there and when it will be purged. The data is kept in the SQL database (possibly in MSDE if a single node) and the database name is db_cra.
Hope this is helpful but let me know if you have any questions.
Mike

UCCX Resource Selection Criteria Question

Description:
Customer wishes to replicate their current inbound call algorithm for call distribution to agents.
Requirements:
Inbound sales calls distributed to preferred agents on a percentage basis (or some close facsimile).
Example:
Agent 1 receives 10 inbound lead calls for exemplary performance.
Agent 2 receives 8 inbound lead calls for good performance.
Agent 3 receives 2 inbound lead calls for decent performance.
Total of 20 calls with 50% of calls going to top agent, 40% going to next best agent etc.
Is there any way this is achievable? The current setup is a manual process where inbound calls are transferred directly to an agent based upon a list of agents and the order in which they should answer a call. The agent name (Agent 1 for example) appears more frequently in the list and therefore receives more calls.
I can't figure a way to get close to this if the queue doesn't get saturated enough to have people actually queued up.
UCCX 7 - Standard licensing.

I have been thinking about this since you posted it yesterday. I believe you are correct that there is no native mechanism to do this when there are multiple resources in a ready state. The distribution algorithm of the CSQ, even with the By Weight option does not do this exactly.
The best idea that I can think of would be to upgrade the system to a Premium license, create three separate CSQs (good, better, best resources) and write an HTTP-based XML integration with another application server that could make the deicison on behalf of CCX. At a high level it would look like this:
The script would be triggered and the caller treated with whatever IVR is appropriate.
Upon identifying the correct department/group of agents to use (e.g. sales), CCX performs an HTTP POST to an application server specifying what department this call is destined for.
The external application server keeps track of the individual requests received from CCX and makes the decision which CSQ this should be offered to first.
The external application server provides CCX an XML reply including the CSQ name to start with.
CCX stores this result to a variable and proceeds to the Select Resource step.
Note that you would want to perform some exception handling here and account for some problems. If the application server fails to respond or provides an invalid answer, the script should be able to proceed on without it.
(Optional) After some period of time or a predefined threshold is met using the Get Reporting Statistics step, the contact is queued against the other two CSQs as well. Alternatively, you could use the By Order algorithm in the CSQ and place the other skills (good, better, best) in each CSQ. For example: The Best CSQ would have the Best skill followed by the Better and Good skills listed.
Perhaps someone else has a better idea though.

UCCX 8.5 Informix/SQL Server linked server question

We have several custom (in-house) queries that were written against a UCCX 7.x installation (SQL Server). These queries were written using a variety of t-sql functions (DATEADD, DATEPART, GETDATE etc). When we migrate to UCCX8.5 (Informix) I'm assuming we will need to translate those t-sql functions to their equivalent Informix functions...is that a correct understanding? Has anyone else faced a similar situation? Any gotchas to share?
Also would be interested to hear from anyone who defined a linked server in SQL Server to the new Informix database server....how did it go, any gotchas there?
Thanks!!!

Hi
That's pretty much it - there are equivalent functions for most things, and the syntax (beyond the basic selects) is quiet different and there are some random restrictions on the structure of queries that I don't think applied in MS SQL. A good way to learn is:
- Comparing the MSSQL and Informix equivalents of the standard UCCX procedures
- The IBM 'boulder' website tends to show up on most searches on google for informix commands and has lots of info on syntax etc.
I find Informix more difficult than SQL as it's less forgiving and you don't get decent tools to debug/verify syntax etc without paying out some money..
I've never had a need to do a linked server.
Regards
Aaron

CAD Client Configuration on UCCX 8 Question

I have a brand new install of UCCX 8.0.2 ES1 stand alone Premium Packaged System installed with CM version 7.1.3. I'm having issues getting the desktop monitor to work. CAD Supervisors keep getting the pop up error "Supervisor has failed to start device monitor on ..." when they try and monitor. Customer has shuttle boxes that we've tried replacing the NIC cards to a 3C905C-TX which I think is supported. Also validated the items below:
- All services in UCCX are "in service"
- Span to PC port is enabled on all agent/supervisor phones
- Disabled the option to Advertise G.722 codec
- Ran PostInstall on supervisor and agent PC and pointed Voip Monitor IP to their respective local NICs
I'm planning on rebooting the server when Call center closes but wanted to check and see if there's anything else I'm missing...

/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
mso-para-margin-top:0in;
mso-para-margin-right:0in;
mso-para-margin-bottom:10.0pt;
mso-para-margin-left:0in;
line-height:115%;
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font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
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mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;}
You have checked a few of the common issues that will cause this. In addition please check the following; (other options may need to be checked and is dependent on using Desktop Based Recording or SPAN based)
1. Run a Route Plan report on the UCCX DN and make sure that only one instance is shown.
     Reason - Only one device can be associated with the UCCX DN or the system may look for an RTP stream with an incorrect MAC ID.
     Exception - There is an option for HOT SEATs. This is where several agents share an extension but this extension will still have to remain on a single device.
     In some cases, when Extension Mobility is set up and the agents are logged into Extension Mobility and the CAD, the Device Profile and the actual phone may appear in the Route Plan Report.
2. Open the Desktop Administrator and ensure the Desktop Monitoring Option is selected for the appropriate agent.
     Also check the selected VOIP Monitoring server.
3. Have you checked the NIC Binding. I have seen cases where the NIC binding order had another onboard NIC set as primary. Ensure the NIC we are using for the capture is the primary in the NIC binding order. Disable any wireless NICs
4. Disable the Windows Firewall in the services option of the desktops for the Agent and Supervisor.
5. Disable any antivirus that you may have on the desktop. This may indicate there is a port blocking issue with the application. In some cases, we would need to add rules or exceptions for firewalls or applications not to block certain ports.
If these fail, download a common program for capturing traffic. I prefer Wire Shark but a few are out there. Once installed, place the agent on a call with the UCCX Extension, select the proper NIC and see if there is an RTP stream present in the capture. If there is, then the phone is working properly and the RTP stream is being delivered to the Desktop. If not, then we would look on the phone side to determine what the issue may be.
Let me know if these help by either rating the post or replying with any additional issues.
Thanks,
Jason M. Hutchinson

Uccx question

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