UCCX Script help

What the script trys to accomplish, & I cant seem to figure out.
Someone calls in if their ANI is recognized (check against a database of numbers for authentication) - send them to another piece of the script.
Seems easy but I do not know how to:
1 automatically confirm the digits I.E. compare string from database to ANI
2. Once confirmed automatically send them to the second piece of the script, using location info from database.
Ex. So if I call into the script it knows my cell phone and recognized me and knows Im calling in from the new jersey (because thats in the database) and sends me to the new jersey label in the script.
Database has phonenumbers and location info in it. Can this be done? any insight would help. Im running ccm 7 and UCCX 7.
Julius

Sounds pretty straight forward.
Create labels for each point in the script you want each location to jump to.
Add a Get Call Contact Info step and assign the calling number to a variable.
Do a DB Get into the database to search for the ANI, assign the location to another variable if it's matched
Do a Switch on the location and for each location in the switch, put a GoTo the appropriate label.
Chuck the script in reactive mode and put a call through it to make sure your database has numbers formatted correctly matching what is getting presented as the ANI from the gateways.
Hope that helps.
Cheers,
Nathan

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UCCX Scripting help

I've got very little experience with scripting in the UCCX 9.1.2 and have a customer I've recently upgraded that would like to add a variable to an existing script.
They need to add the ability to steer the caller to an inclement weather message should the need arise. I know I could do this by creating an if then statement in the work hours section that basically says if the number of logged in agents during normal work hours equals 0 send it to a trigger that is tied to a mailbox that has a message saying no one is available. I could then use the alternate greeting to advise of inclement weather and let the end user manage that greeting.
My issue is that I dont know scripting well enough to input the correct syntax in the if then expression.
Is there anyone that could help me with this? The script is attached.
If there is an easier way that I'm unaware of to accomplish this, I'm open to any suggestions.
Thanks in advance for any help and for taking the time to look at this!!

Hi there,
You should move this post over to the Contact Center sub forum
https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center?view=discussions&start=0
Lots of excellent people over there who can help
Cheers!
Rob
"Seek it out and ye shall find "
- OneRepublic

UCCX script editor not working

1-The loading bar down of the screen always loading and never finishes.Please take a look to the attached picture.
2-When i go to the uccx and want to change the server from hostname to ip address,i always get update failed.
I am so new in uccx,help is appreciated.
Thanks in advance.

Hello,
You have come to the right place to ask questions on UCCX.
Please take some time to read through the product manuals, as they are full of good information and will answer most of your questions.
UCCX Documentation Home Page
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
On to your two questions:
1. This is not a loading bar. This bar is completely useless, and all it's telling you is how much memory the Editor has available to it in order to process things. The button to the right is simply a "garbage collector" which will attempt to free up any abandoned memory, but mostly it just sits there looking pretty. You really don't need to bother with either of these too status bar items, and can ignore them.
Source: UCCX Scripting Volume 1 - Getting Started with Scripts
2. It's been about two years since I've completed an install of UCCX, and therefore don't have this information fresh in my head. I did spend few minutes trying to find documentation on the topic, but to no avail. I was only really able to read the Help page for that specific page (Help > For This Page), however, it didn't make a big deal about changing the value. It simply says, change it and then click Save.
Could you post the exact error message you are receiving? Also, what is your intention with changing the hostname to IP? Unlike CUCM where you may want to remove DNS dependency on the phones to communicate with the server, UCCX clients use the IP address regardless. So perhaps it's not a necessary step?
Anthony Holloway
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DB Read error from UCCX Script

Hi All,
We are running uccx 7.0.
Trying to return data from DB using stored procedure from the uccx script.
We are able to run this when we pass explicit value instead of variable ANI.
But whenever we provide variable ANI, we get below
error: SQL statement varible not defined : ANI
Query which provided in the DB Read as below,
select * from table(credit_back.fun_select_point($ANI));
Request your help on it..
Regards,
Shalid K.C

Yes Gergely.
we have created new script and when i add DB Read function in the script, it is not allow to apply it, same time it is giveing the above mentioned error.
but when i test it with explicite value it is working.. .not working by providing variable name
Regards,
Shalid

How to setup a whisper prompt in UCCX Script?

Guys
I need some help here.
We have a cisco UCCX setup which was designed and implemented by a vendor. They had the script written. I want to modify that to have a whisper prompt for the agents to hear something before they start their talk.
Is there something that anyone can guide me to tell me what actually has to be done on a script to input this whisper message. I have a prompt for that. But don't know where and what to start with.
Any help is much appreciated.

@Gergely : For your first question, the answer it yes. The agent should hear that recording before he does go the customer call.
But the second note what you sent, I don't think that is correct. Because UCCX script supports that. I have pasted a sample below which a whisper prompt works in one of our UCCX script. See below.
Correct me If I am wrong.

Working with TimeZone variables in UCCx script

Hi Team
I'm wondering if you guys could help me to find out the best way to work with TZ variables in UCCx script.
Because of different countries customer has a branches, I need to setup different TimeZones for each country handled by the same centralized UCCx.
In this post they use Java to work with TZ, however, but I prefer another way to work with TZ variables:
https://supportforums.cisco.com/discussion/11851751/how-make-uccx-holiday-script-timezone-aware
My idea is to work with Time Zone variables in the script, so what I did was to create different TZ variables and each one of the them assigned the proper timezone based on the country, so depending of the Trigger involved (DNIS), I can find witch country this call came from and give the right timezone.
The problem I have is that at the time I want to add or subtract two variables of TZ, I got an error because of the syntax. I've been trying different options, but until now, no luck.
Would you mind you guys who had been working on this let me know what is the right syntax to add or subtract TimeZone variables un UCCx?
Thanking you in advance
Martin

Hi
I've been working on TZ's recently... see this post:
https://supportforums.cisco.com/discussion/12474756/how-check-daylight-saving-within-uccx-script
My approach in the scripts was that basically I allow the department to set their opening hours in the timezone of their choice.
They have a management web page served from CCX that accepts start/end times each day, and a timezone. That all gets stored in XML.
In the script, based on that information I get the current time in whatever timezone is set, and compare that to the XML open/close times.
Similarly for holidays, I get the current date/time in the holiday TZ and compare the holidays to that.
Aaron

Order status using UCCX scripting

I have Oracle DB which contain information about customer order such as if order has been shipped, when has been shipped,and so on. We do not want to query directly against the DB, and as far as I know Oracle has XML DB web services. If we turn that on, and have a report in xml that give me all information I needed. How do I use UCCX scripting to access these data, and read it back to customer when they call.
I am using UCCX 8.5 premium.

Hi,
I see.
This way: I certainly need the WSDL. It's basically the contract between the SOAP server and the SOAP client, the description of the protocol they are going to use. Its a file or a URL, in both cases, it's an XML document.
SOAP might be a bit tricky, but I can help you with that. It's basically the SOAP client (in our case, the UCCX server) sending an XML over HTTP to the SOAP server, and expecting some result, which is usually an XML document, too.
There are several approaches of enabling a UCCX script to perform SOAP commmunication, and I have created several documents about it:
https://supportforums.cisco.com/document/97736/uccx-8x-really-simple-soap-client-no-custom-jar
https://supportforums.cisco.com/document/112616/uccx-oop-soap-client-1-custom-jar-using-jax-ws
Or, there's a recent thread about a similar integration:
https://supportforums.cisco.com/discussion/12240436/uccx-soap-request
Please ask the administrator of your Oracle DB about the WSDL, download it, post it to here.
About the second integration option: I was thinking about a Grails proxy app - do you have a Tomcat or other Java application server in your environment we could use?
G.

How to get tomorrows date in UCCX script

I am trying to determine how to get tomorrow's date in UCCX. I am wanting to determine if today is the last day of the month by checking if tomorrow is the 1st day of the month. I currently use D[now].date to get today's date in some scripts. I tried the set command tomorrowDate = D[now].date + 1 and it showed 28 when today is the 27th, but I was thinking this was just adding 1 to the number returned by D[now].date and not actually showing the next day's date. I am thinking this might return 32 on Jan. 31st.
Does anyone know how to get an acurate tomorrow's date in UCCX scripting?
Thank you,
Mark

I got this to work after reading nowcommsupports' post. I hadn't thought of setting a date for a month with 31 days to 32 and having it converted to the 1st day of the next month. I did it something like the below:
variables:
todaysDay     int     D[now].date
todaysMonth int     D[now].month
todaysYear     int     D[now].year
tomorrowsDate     String     ""
tomorrowsDay     int     0
set tomorrowsDay = todaysDay + 1
set tomorrowsDate = D[todaysMonth + "/" + tomorrowsDay + "/" + todaysYear]
set tomorrowsDay = D[tomorrowsDate].date
If the date is past the last day of the current month, it will role over to the next month. For example, 1/31/11 + 1 = 1/32/11 which is converted to 2/1/11 by the system.
Now I use the int variable "tomorrowsDay" in the routing logic of my script knowing if it equals 1 then today is the last day of the month.
I put this here in case it may help someone else and for my own records. I needed to know if it was the last day of the month for different hours of operation in our help desk script.
Mark

Converting CUE script to UCCX script

Is there a tool available to convert CUE scripts to UCCX scripts?
Is there any method available to convert a CUE script to a UCCX script?

Hi
No - the two are very different products (though the editors look similar, and perform similar functions) in terms of capabilities etc. The steps in use will be very different so they won't load into the other editor.
There's no automated tool either...
Regards
Aaron
Please rate helpful posts..

UCCX Scripting, Time variable

I am looking for guidance on UCCX scripting. I have searched all the forums but can't find what I am looking for. I want to be able to close Contact Center at different times for different Service Queues on Holidays. For example, Customer Service closes 5 pm on the day before holiday, but Helpdesk does not close till 11:30 on the day before holiday. How can i incorporate time in my script. I am using XML file with Holiday dates as of now. Any help will be appreciated.
Scenario:
Sales: Close 12/23/13 at 5:00 PM and re-open 12/26/13 at 7:00 AM
Help Desk: Close 12/24/13 at 1:30 AM and re-open 12/26/13 at 6:00 AM

Take a look at the examples available from script repository:
Cisco Unified Contact Center Express Script Repository 9.0(2)
Chris

UCCX Scripting - Open/Close time of day is different on some days

All,
I currently have a simple UCCX script with a DOW and TOD variable set, but need to make an adjustment to accommodate a new schedule for a call center queue. My DOW is Monday - Friday, and TOD is set to 8am-5pm. I need to make a change to where say Wednesday is set to not close the queue until 10pm. How do I make that happen?
This is the way it shows in the editor:
DOW: Monday-Friday
+open:
++8am-5pm:
+++Goto yadayada
++TheRest
+Closed
If I need Wednesday's queue to stay open between the hours of 8am and 10pm, what logic do I need to put in? I'm thinking I'll have to add an IF Statement, but not sure where to start. Any ideas?

I was able to figure this out. Below is what I did:
Created two new Day of Week options and selected the corresponding days. Under each, I moved the Time of Day statement and assigned the time ranges, then selected the goto statement and assigned it as needed per my script.
This should provide the logic I was needed.

How to update XML file through UCCX script ?

Hi,
I have an UCCX script with MENU step. One of the step is for technical support team. When caller chose this step, information about date and time of the call and calling number should be recorded on a XML file located on the web server.
This XML is uploaded into the web server , but I don't know how to update it through UCCX script.
Here is how the XML file looks like:
<?xml version="1.0" ?>
<rss version="2.0">
<channel>
<title>CALL LOG</title>
<link></link>
<description>Support Call log</description>
<ttl>1</ttl>
<item>
<title>2011-08-24 14:56:39 - 00044 123 123 123</title>
<link></link>
<description></description>
</item
</channel>
</rss>
Any idea?
Thanks,
O

Hi
The 'keyword transform' step uses the template XML file to generate the actual XML file you want to post... the template would be a plain text file uploaded to the repository, and would look like so:
<?xml version="1.0" ?>
CALL LOG
Support Call log
1
%%calldatetime%% - %%clinumber%%
Now - if you had that bit of XML, with correct time/number in it - have you verified know that you can definately just post that XML to a certain URL to get it on the server? Check with whoever manages that server exactly what you need to do to get it to appear - then worry about how you do that from UCCX. It may not be a matter of posting up that XML, you may need it in a different format or something..
Aaron

How to see programming Code for UCCX Script

Hi All,
How can I see the programming Code for UCCX Script? I have a script and want to see its Code , something like :
int sum = 0;
boolean alternate = false;
boolean isValid = false;
try {
int i = 0;
for (i = ccnumber.length() - 1; i >= 0; i--) {
int n = Integer.parseInt(ccnumber.substring(i, i + 1));
if (alternate) {
   n = n * 2;
   if (n > 9) {
    n = (n % 10) + 1;
sum += n;
alternate = !alternate;
isValid = (sum % 10 == 0);
} catch (Exception e) {
return -1;
return (isValid == true ? 1 : 0);
thanks,
Hamed

You're not going to find code per se, unless you have some java class you wrote and then you would only see the code if you had the source java file. The script is the only interface you get for "code".
david

UCCX script and abandoned calls

Hi Guys
I got question about that UCCX script and abandoned calls , so currently we had 4 different script for support the call follow .
So the Main script is just AA let the people select menu 1 , 2 ,3 then go to different queue , after select 1 (for example) then call-direct to second script trigger number and coming into the queue .
Unfortunately , the system counter the action to be an Abandoned call , I already open the case about this issue and the TAC did not found any configure issue on UCCX , from the log we can seem all the REDIRECT,lrd=5000 is abandoned call .
23811205: Apr 28 13:01:44.257 GMT+800 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=37148,implId=151183/1,state=STATE_RECEIVED_IDX,inbound=true,App name=APP0,task=null,session=null,seq num=-1,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=null
23811420: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(5030) JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23811424: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23818414: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(239) JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
23818421: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
Please give some advice about that and I am look forward to heard from you guys soon .
Thanks

Hi Jon
I was tested "Set Call Contact Info step to mark the call as handled" last night , but not working .
so in the get call contact info properties , I was used last Redirect number to nest trigger number .
but not working .
so have got any idea about that ?
thanks

Webservice call on UCCX Script

Hi,
Anybody has idea how to call web service on UCCX script editor.
I read i have to built custom java code and import it into UCCX. Can anybody support how to use it.

Hi,
that's one way but there are several other options as well:
- using embedded Java code in your script (no custom file),
- creating the necessary Java classes with wsimport and referencing them in the script.
Please note you need at least IP IVR or UCCX Premium to make this work.
You should probably read the configuration guide about administering custom classes.
G.

UCCX Script help

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