UCCX Script Replacement with Queued Calls

UCCX script question:
If there are calls queued, and the script is replaced with an edited script, will the original script maintain the queued calls, or what happens with them?

Existing calls are still following the script they arrived to, all new calls will follow the updated script.

Similar Messages

  • Agent's Ability to Decline a Queue Call - UCCX

         We have a group of agents that not only answer queue calls but have another line that they also need to answer calls on. Business needs require this functionality. Their complaint is that while they're on a non-queue call and a queue call comes in, they are not able to decline that call or bounce it to the next available agent. Even if they were to attempt to go 'not ready' after the call has been presented to them, it continues to ring.
         Currently we are on UCCX 8.0.2 and are planning an upgrade to 8.6. I know we can't bounce calls in our current version, but do later versions have this ability? I'm not sure what this functionality would be called so I'm having a hard time finding it. Thanks!
    Dan

    Hi Dan,
    Unsupported Configurations for Agent Phones
    The following configurations are not supported for agent phones:
    •Two lines on an agent’s phone that have the same extension but exist in different partitions.
    •A Unified CCX extension assigned to multiple devices.
    •Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring an Unified CCX extension in a single device profile is supported.)
    •In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.
    •In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.
    •Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.
    •No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.
    •The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.
    •Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.
    •Configuring the Unified CM intercom feature.
    •Configuring the hold reversion feature.
    Reference:
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/release/notes/uccx_802_rn.pdf
    Hope it helps.
    Anand
    Please rate helpful posts by clicking on the strs below the right answers !!

  • 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.

  • 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

  • UCCX Script: Capture Original Called Number

    Hi Folks, 
    I am not a expert in UCCX Environment, but I have to perform a basic script to capture original Called Number. 
    1) I have two Cisco 3825 Gateways connected over the PSTN with ISDN Signalling;
    2) I am receiving the last four digits from my local provider (XXXX) and send that via voip dial peer to UCCX 10.1 to trigger 71011000. I am using the num-exp .... 71011000 to matching this dial peer.
    My problem:
    I need to play an annoucement that this prefix will change to another, but I have to delivery the call to CUCM extension number after that. I have the prompts yet, but how can I capture the original Called Number, since I have translated it using the num-exp commando on Cisco 3825 Gateway ?
    Regards, 
    Luiz

    I would create a separate dial-peer with the correct called number on the gateway, and add a trigger for that extension number in UCCX.  Even if you have to translate it from 4 digits to an 8 digit number, you still have a unique called number coming into UCCX that you can use in your script.

  • UCCX - Alert Agent with Team Info on Incoming Call

    If an agent is a member of multiple teams is it possible for the agent to be alerted with incoming calls which team the call belongs to? If so, how is this possible?

    I think you are confusing your terms.
    A Team is a group of Agents with one or more supervisors.
    An Application is the glue for one or more Triggers and a single Script.
    It sounds like you are talking about a Contact Service Queue (CSQ).  If so, then yes, an Agent can support more than one CSQ.  In this case, you will find the CSQ name in CAD automatically.
    See this screenshot for reference:
    http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/agent-desktop/data_sheet_c78-627272.html#wp9000303
    Anthony Holloway
    Please use the star ratings to help drive great content to the top of searches.

  • UCCX Script CUCM XML Directory lookup for Calling name

    Hi there!
    I'm trying to fetch "calling name" by the below uccx script params but get "no protocol" java exception according to the attached screenshoot.
    It seems to happen when i reach the line: xml = Create XML Document(URL[dir_url + calling_number])
    My version of the UCCX is 8.02 and CUCM 7.1.5
    These are the params:
    Variables:
    This is part of the code:
    Script:
    calling_number = Get Call Contact Info(--Triggering Contact--, Calling Number)
    if (calling_number != null && calling_number.trim() != "")
         True          xml = Create XML Document(URL[dir_url + calling_number])
              calling_name = Get XML Document Data (xml, "//Name")
              if (calling_name != null && calling_name.trim() != "")
                   True
                        Set Enterprise Call Info (--Triggering Contact--)
                   False
                        /* Name Not Found */
         False
              /* ANI Not Found */
    String dir_url = "http://ip_address_cucm:8080/ccmcip/xmldirectorylist.jsp?n="
    String calling_number = ""
    String calling_name = ""
    Document xml = null
    rgds, Mikael

    Hi-
    Did you configure the 'Call Variable Layout' or did you only configure the steps in the script?
    Take a look at the 'Manage Call Variables Layout' section in the CCX Administration guide.
    Cisco Unified CCX Administration Guide, Release 10.0(1)
    Cisco Unified CCX Administration Guide, Release 10.5  
    Cisco Unified CCX Administration Guide, Release 10.6
    I have not worked much with Finesse, so I cannot provide an example.
    Thanks,
    DJ

  • 2 mo. old Galaxy Nexus drops every single call and it will be replaced with used one?

    Well, I am trying to get in touch with Verizon c/s, and this is where the tech support person sent me. 
    My less than 2 month old Samsung Nexus drops every single call - not 1, not 2, always.  Been to Verizon stores who told me to call c/s and tech support.  Sooooo - they are sending me a "basically new" "reconditioned " (read: used) piece of equipment.  I am willing to spend $$ to get a NEW phone and/or upgrade.  I use the phone for work and can't live with every call being dropped.  It's now a joke when I am on company conference calls as to how long before I cut out.  It's also not funny in that it is threatening my work quality by impeding communications.  All I want is to get a new phone to replace it - not a reconditioned one.  And I will pay.  Just not the $600+ they quoted me which is what "Verizon fronts" for me for the 2 year plan.  The C/S rep was nice - not his fault. It's a policy issue.  But the C/S manager needs some help in his customer response skills. 
    Very disappointed with Verizon and I have been with them since the inception of cell phones.  Too bad loyalty doesn't seem to matter.  And I understand Verizon continues to sell this phone even though they know of this issue (they admitted it) and won't have a fix available until who-knows-when (I was told the fix is in beta mode and no one knows when it will be ready for market).  Isn't it a bad practice to sell something that doesn't work to a customer?  I think it is, and am surpised at Verizon and their lack of responsiveness to resolve my issue.

    Nomasvz,
    I have had this phone since December and have been trying to get the dropped calls and terrible call quality issues resolved since.  Been on the phone with Verizon and Samsung countless times.  Was promised way back in March that an update was coming and if I was patient the phone would work properly.  The update came three months later and it made my phone worse.  My phone is like using a cheap walkie talkie.  So they offered me a CLNR which I wasn't happy about but had to try something.  Each one I was sent looked brand new but each had the issues of my original plus more issues.  End up sending them all back and keeping the original.  I think my issues are related poor signal strength and it isn't a tower issue.  Very disappointing.  There are others with the same issues.  Verizon has not handled this well and yes, it also frosts me that Verizon continues to sell these phones.  It has been a rather unbelievable and very dissatisfying experience.  I was offered a CLNR Razr (not a maxx) or Droid Bionic as a replacement.  That just isn't acceptable in my opinion. 

  • Rewrite  process and remove the call to f-54 and replace with bapi proces

    Hi Gurus,
    Please help me to find the soultion.
    The root cause of this continual problem is the design and use of BDC session for F-54.  Is there a redesign possible with ECC6.0?
    I wanted to rewrite the process and remove the call to f-54 and replace with bapi process.
    if this is now possible in ECC 6.0
    The benefit would be to better control what PO was used in the DP recoupment.
    Thanking you,
    Raju Singhireddy.

    Hi Balaji,
    Check this BAPI
    BAPI_QUOTATION_CREATEFROMDATA
    BAPI_QUOTATION_CREATEFROMDATA2
    BAPI_CUSTOMERQUOTATION_CHANGE
    Regards
    Arun

  • "Replace with Precomp" Script

    A new addition to AE CC is "Replace With Precomp" which you can access with the context menu in the project panel. Is there a method that was added to After Effects so that we can access this feature via scripting?

    Got it to work. Here is my solution if anyone is looking for something similar. Thanks again David.
    ======
    var proj = app.project;
    var selection = proj.selection;
    for (var i = 0; i < selection.length; i++)
                    // Get a list of comps that the footage is being used in
                    var compsUsedIn = selection[i].usedIn;
                    // Creates comp based on selected footage settings
                    var newComp = proj.items.addComp(selection[i].name, selection[i].width, selection[i].height, selection[i].pixelAspect, selection[i].duration, selection[i].frameRate);
                    // Add footage to the new comp
          newComp.layers.add(selection[i]);
                    // Loops through the used comps
                    for (var x = 0; x < compsUsedIn.length; x++)
                                   var layersInComp = compsUsedIn[x].numLayers;
                   // Loop through the layers in each used comp
                                  for (var y = 1; y <= layersInComp; y++)
                                                 // Replaces matching instances with the new comp
                                                 if (compsUsedIn[x].layer(y).source == selection[i]) {
                                                           compsUsedIn[x].layer(y).replaceSource(newComp, true);

  • [svn] 3127: Updating asdoc to replace the avmplus call with new set of java files.

    Revision: 3127
    Author: [email protected]
    Date: 2008-09-05 14:16:53 -0700 (Fri, 05 Sep 2008)
    Log Message:
    Updating asdoc to replace the avmplus call with new set of java files.
    Removing all files related to asdochelper.
    QA: Yes, also please test on non windows platform.
    Doc:
    Tests: checkintests, asdoc
    Reviewed by: Pete Farland
    Modified Paths:
    flex/sdk/trunk/asdoc/templates/ASDoc_Config_Base.xml
    flex/sdk/trunk/asdoc/templates/asdoc-util.xslt
    flex/sdk/trunk/modules/compiler/build.xml
    flex/sdk/trunk/modules/compiler/src/java/flex2/compiler/asdoc/AsDocAPI.java
    Added Paths:
    flex/sdk/trunk/modules/compiler/src/java/flex2/compiler/asdoc/AsClass.java
    flex/sdk/trunk/modules/compiler/src/java/flex2/compiler/asdoc/AsDocHelper.java
    flex/sdk/trunk/modules/compiler/src/java/flex2/compiler/asdoc/AsDocUtil.java
    flex/sdk/trunk/modules/compiler/src/java/flex2/compiler/asdoc/QualifiedNameInfo.java
    flex/sdk/trunk/modules/compiler/src/java/flex2/compiler/asdoc/SortComparator.java
    flex/sdk/trunk/modules/compiler/src/java/flex2/compiler/asdoc/TopLevelClassesGenerator.ja va
    Removed Paths:
    flex/sdk/trunk/asdoc/templates/asDocHelper
    flex/sdk/trunk/asdoc/templates/asDocHelper.linux
    flex/sdk/trunk/modules/compiler/asdoc/

    I had a generic record class that has a HashMap to hold the data fields (...)
    method called createRecord() for each record type which would populate the HashMap with the correct data fieldsI'm not sure I understand: are the contents of this field map the same between two records of the same type? Then yes, you don't need to clone the map per record instance.
    one thing that needs fixing is the fact that each time the createRecord() method is called I'm creating a new fieldMap to define the dataFields in the record class.Probably, but that will only get you a little bigger files; you won't gain an order of magnitude on the size of files. The problem for huge files is that as soon as their content is bigger than the available memory, you'll run into problems. A more radical approach if you need to address huge files is to process the records on the fly, and not load all records in memory. Of course not all algorithms or business logic can afford that...
    I know I could rewrite the code and create a class for each record type and declare the fieldMap static but I was wondering if anyone had any better suggestions The Record instance could receive and keep a reference to its RecordType instance, and ask the RecordType instance the DataType for a field's name. That way the RecordType encapsulates the map, and there's less risk that a clumsy other class modifies the static map.
    before I go rewriting a load of code.A load of code?!? Even with the idea of the static map, you only have to edit the enum type (well more accurately, each RecordType enumerated constant's createRecord() method).

  • Integrating multiple UCCX clusters with same Call Manager Cluster

    I want to know if I can integrate multiple UCCX clusters with 1 Call Manager cluster? If yes, can someone please point me to the documentation.
    I appreciate all the help..
    Thanks!!!

    Hi
    Yes, you can. I'm not aware of specific documentation for this, but a couple of notes:
    - Make sure you use unique resource accounts (e.g. JT user in particular as that is automatically managed by UCCX and one cluster WILL break the other)
    - I would also use unique AXL accounts and probably RM accounts. RM you could share between clusters to just have one RM account to associate any agent phone to, but it's safer to have single-purpose service accounts.
    - You can't assign a user to a particular cluster - so you enable IPCC Extension on one user, they appear in 'resources' on both UCCX servers.
    Regards
    Aaron HarrisonPrincipal Engineer at Logicalis UK
    Please rate helpful posts...

  • UCCX Scripting to transfer call to service when office closed.

    I am pretty new to scripting and need some assistance.  I have a simple script for UCCX that checks the date and time to determine if the office is open.  I have the script working for when the office is open, which is step one.  Now I have to be able to get the script to make a call to an answering service during closed hours/days.  I am just not sure which action to choose from the menus.  I am guessing that it is one of the Call Contact actions, but not sure.
    Any help would be appreciated!

    netbakter,
    Have you come across an issue when using Call Redirect step? I'm using it to redirect the call to an extension (in an AA like environment). I notice the system marks it as Aborted - com.cisco.app.ApplicationTaskInactiveException in the Aborted and Rejected Call Detail Report when the other party doesn't pick up the call. Is this normal?
    Thanks!
    -JT-

  • 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.  

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