UCCX scripting session question... for vm in queue

we are sending a vm message into queue in order that the vm may be routed to the next available agent. the problem that we are having is when the second vm is left in the queue, it is overwriting the first vm recorded. I believe this has to do with the session that is active and the second call taking over the same session number. What i need to do is force a new session on the second call.....I thought that this step would do it: but it doesnt.
it appears this step is grabbing the session that has remained active since that VM is still in queue. this whole process works famously for one call/vm at at time, it is only the second call that seems to not cooperate. any tips?

Great analogy of the Session and virtual folder Jon. I'll also add that you don't need Sessions to make the "call back with a recorded message" feature work. The script which the caller called in to stays active after they've disconnected, and therefore the Document which holds the recording stays in memory. You don't need to store it in a Session, Write Document, Upload Document, none of that.
In fact, since OP brought up Sessions and mappings, it's likely that this is the cause of the problem. The mapping ID might be a common value for all callers, and they could be overwritting, or referencing the incorrect Session to pull the recording value out of it. Removing the Session feature from the callback solution all together might be the best choice.
Anthony Holloway
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thanks,
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Found the problem: The run_maintenance script couldn't be completed without user action (because of the dialogue), so was giving iCal an error.
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Security/session questions

Hi,
I have some security/session questions for you guys.
My application uses flex, blazeds and spring. I use RemoteObjects to initiate calls from flex to java. The application consists of a login screen and 'other screens' available only to authenticated users after login. When the user logs in the server stores user credentials on the FlexContext (FlexContext.getFlexSession().setAttribute). So if the server timeout is reached and the user presses 'refresh' the user is thrown out and the login screen appears.
Question 1: How can I check if the timeout is reached when the user makes a call to the server, without checking manually against the FlexContext. Are there any config parameters to set?
Question 2: Is it necesssary to check against the user credentials in the session for every flex-to-server call? (I guess someone can omit the login screen and do a manual call)
Question 3: If the answer to question 2 is yes, how can I check against the session credentials? The only way I can think of is calling a method which checks the session attribute manually, but then I have to remember to add this method call to each of the methods called from flex through Blazeds. Is it, for example, possible to call the user-logged-in method before the method given in the RemoteObject is called? (If not authenticated, do not run method).
Hope someone got the time to help me out.

I appreciate your answer, but as you yourself write, I think there must be a blazeDS way. But as nobody with extensive BlazeDS knowledge answers this post, I probably have to google this topic even more.
Following are the main changes in my application: (Introducing spring security)
Everything seems to be working as it should. But as already stated, I'm a newbie. So if anybody see something suspicious, let me know.
The main problem I had implementing Spring Security was something that should be easy, but somehow it was not: the loading of the context files. Before introducing the spring security I only had one application-context file, and this was loaded by the DispatcherServlet. When introducing security I tried to add this to the same file. It did not work. Then I tried splitting up the files, and loading both using DispatcherServlet. It did not work. Then I tried loading both using ContextLoaderListener. It did not work. Finally I found the solution. Flex settings must be loaded by the DispatcherServlet, and spring security settings must be loaded by ContextLoaderListener. This work. I don't know if this is the only solution.
On the server:
web-xml:
<context-param>
        <param-name>contextConfigLocation</param-name>
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            /WEB-INF/config/web-application-config.xml
            /WEB-INF/config/web-application-security.xml
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    <filter>
        <filter-name>springSecurityFilterChain</filter-name>
        <filter-class>org.springframework.web.filter.DelegatingFilterProxy</filter-class>
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      <filter-name>springSecurityFilterChain</filter-name>
      <url-pattern>/*</url-pattern>
    </filter-mapping>
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        <servlet-name>Spring MVC Dispatcher Servlet</servlet-name>
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flex-application-context:
<flex:message-broker>
        <flex:secured/>
    </flex:message-broker>
web-application-context:
I had to implement my own authentication mechanism. Had to compare the username/password against an object attribute. So this bean is not mandatory, but I think you have to write down username/password/role in flex-application-context if not provided.
<bean id="customAuthenticationProvider" class="packagename.CustomAuthenticationProvider">
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</bean>
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<http entry-point-ref="preAuthenticatedEntryPoint" />
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UCCX Script Replacement with Queued Calls

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

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) {
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   if (n > 9) {
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sum += n;
alternate = !alternate;
isValid = (sum % 10 == 0);
} catch (Exception e) {
return -1;
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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 Scripting Question- combining multiple scripts into one -Transfers/subflows

I need to separate an existing call center into two because their hours are different and the main lines have separate DIDs.
The two separate call centers must have the same agents and same queues, including Agent Personal Queues as Menu options. Callers need to be able to choose to go to either the Main Queues, or listen to another menu that allows them to select and option to be sent to a personal queue
I have three separate scripts, CCA, CCB, and Agent Personal Queue, same queues, same switch (calledNumber) with the same trigger(DNs) and I was about to create three separate applications, but then realized the triggers can only point to one application
What is the best way to set this up?
Option A
Script A (CCA )- Has all the "Switch-(Called Number) with all the trigger
Script B -Has no Switch, just Transfer to extension(and then the call goes out to the trigger)
Script C - is the Personal Queue Script
Option B
Combine all three scripts into one-separate the TOD logic, have the same queues and menus beneath each call center and Personal Queue tree, is going to be a really large file

Hello-
I would likely use a single script for your application. That being said looking at your screenshot it looks like your script could use some clean up and consolidation.
DJ

Hi I have two questions. I am using NAS 4.1 and was wondering is it possible to set a different session timeout for different users? How is the session timeout set? Thanks, YS

<i>I am using NAS 4.1 and was wondering is it possible to set a different session timeout for different users?</i>
Um, there is no such thing as NAS4.1.
I'm assuming that you mean NAS4.0 (maybe NAS4.0sp1?). If so, then the session timeouts are specified in the session section of the NTV configuration files.
AFAIK, you can specify session timeouts on a per user basis.

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])
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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() != "")
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String dir_url = "http://ip_address_cucm:8080/ccmcip/xmldirectorylist.jsp?n="
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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

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

UCCX scripting, Voicemail?

I'm creating a new UCCX script and I have a question regarding voicemail fwd when no
agents are available. I know that I need to add the 'Get Reporting' stat before the menu,
but I'm not sure where to place it. Also, I wanted to make sure that I wouldn't be using
to many uccx ports. I have attached the script . I will appreciate if someone can edit it for me.

mislam2
I place my get reporting step right before a caller would go to the queue. If not agents are available or the average queue time is too high I set a transfer string variable and send the caller to the voice mail box.
You should not have to worry about using too many ports. Once the caller is transferred the uccx port is done with the call.
HTH

UCCX Scripting issue

Hello,
I'm desiging a UCCX Script , If No agents Logged In -> Yes, There will be a prompt -> End
If No agents Logged In -> No, There will be two prompts
Prompt1: If you are calling for CC issue, press 1
Prompt2: If you have TS question, press 2
If caller press either 1 or 2 there will be a prompt : Please note call may be monitored for QA -> then call will be in the Queue to agents
If caller won't press neither 1 nor 2 call should move to Receptionist Ready status check and if receptionist avalable, there will be a prompt :If you have other inquiries ,press 0 and then call will be in Queue to Receptionist.
If Receptionist is not avaialable, there will be a prompt : Thank you for calling please call back at a later time -> End
Hope you understood, If caller didnt press either 1 or 2 call should jump to Receptionist ready status check .
How can I accomplish this within the script after playing two prompts if No agents Logged In -> No?
Can any body suggest me which step to be used on this occation?
If would appreciate if you can explain me in details.

You will need at minimum 1 variable: an Integer and named something like "logged_in_agents"
You will need at minimum 3 steps: a Get Reporting Stats step, an If step, and a Menu Step.
Looks something like this:
Variables
int logged_in_agents = 0
Script
...your beginning script steps are omitted...logged_in_agents = Get Reporting Statistics (Logged In Agents in "HelpDesk_CSQ")if (logged_in_agents == 0) true menu option 1 ...whatever menu options you have... false menu option 1 ...whatver other menu options you have...

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.

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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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.

Migrating ICMS Script to UCCX Scripts

Hi ALL
I have a situation , due to migration from UCCE 7.1.5 to UCCX 9.0 , the ICMS scripts needs to be migrated to IVR scripts.
As we know in Contact Center Ent , ICMS scripts are used for routing , we have several of this , the ucce system is working good, no issues.
and know we are migrating from enterpise version to Express version, ( sales guys heck ) the question how can i migrate those ICMS scripts into
*.AEF scripts to be used in uccx 9.0 IVR .
is there a way or some kind of conversion tool available, which i no idea about it ...
any body have an idea ,,how to go ahead with it ,,,,iam not so much familair with scripting ...
pls help

Unfortunately there is no way to get these converted, you will need to get these rebuild these manually in UCCX. You also did not mention what you are currently using for IVR, do you have CVP or IPIVR as it's not just ICM scripts you need converted, you need to combine the logic of the IVR scripts as well. If you are not familiar with scripting, you will need to hire a professional.
HTH,
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UCCX scripting session question... for vm in queue

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