UCCX Supervisor Alerts

Hi All,
Just wondering if it is possible to set a supervisor alert within the Supervisor workflow that alerts a contact centre supervisor when no agents are in a ready state.
cheers,
Cory Kostyniuk

Hi Tracy,
Please use the below troubleshooting guide and see if it helps.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf
Thanks,
Anand
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Similar Messages

UCCX - Supervisor

We are running UCCX 7.0(1)SR05_Build504.
Is there a Supervisor page? Where they can get to Real Time Reporter and install Supervisor Desktop.
Can a supervisor change the CSQ an agent is in?
Thanks
Trae

Thanks Ryan.
Changing the System Parameter, does that affect anything in production?
Trae Cairns
EDPS
Electronic Data Processing Services
Network/Communications
[email protected]
rlafount
06/24/2010 04:34 PM
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Agent logout popup - supervisor alert

Good morning,
I would like to know if it is possible with UCCX 9.x to have the following:
- When last agent from a CSQ logout, have a popup on his CAD with message that he is last available agent before he logout.
- Once Last agent logout, play message if any caller still in the queue.
- Send an alert via email to a certain email address (supervisor i.e.)
Please give me any info/links explaining how to implement this. Thanks.
B.R
Ahmed

Hi
At the first go , it looks like a very difficult thing to achieve. i am not sure if you can achieve this ,
but here is some things you can try
first of all , you have to put a " Get reporting statistics " step in all your scripts , which will check for how many agents are logged in to the Queue.
then you have to use some " if \else " statement to pass some value to a variable ( you have to use an enterprise variable )
like " if ( Agentloggedin ==1 )
set lastagentloggedin ==1 )
and then using enterprise variables from CDA , you can pass this value to CAD.
and you can generate email from Script as well , depending upon no of agent logged in and send that email to supervisors.
now playing a message to agent , whether there is any caller in the queue , i am not sure how you can do that.
i hope this helps you to start thing up.

UCCX Supervisor Desktop Agent team summary

Supervisor desktop agent team summary report are not showing accurate. Before restart the server we are facing a Agent logon time its not correct under the supervisor desktop agent page.
After restart that problem is resolved the Agent logon time but its giving another issue.
The issue the Call Preseneted time not accurate.
The running UCCX version is: 8.5.1.11004.25
Attached the snapshot.

What's wrong with the calls presented column? It looks like three of the four people didn't answer one of the calls presented to them which is what that column is supposed to show.

UCCX Supervisor Record Viewer Error

Hi,
I have an issue after upgraded the UCCX 4.X to 7.0 using the DMT, my customer tried to get the recordings of the calls from the agents, but when run the record viewer in the supervisor client got a message error "Following server is unavailable: IPCCSRV01 (Partial Service) Some Recordings will not available" but I checked the logs and the name of the server IPCCSRV01 is not the actual name of the UCCX server, that is IPCCSRV2010 by mistake my client got me another name of server, altough all the services, teams, scripts, workflows are working normally, the only issue I found are the recordings.
For more information the logs are attached.
I tried to find the register to indicate that the recording server is IPCCSRV2010 and not the other one.
Thanks in advance
Cesar

After I opened a SR with TAC I have to upgrade to SR5 in order to fix a lot of problems that the TAC said it fixed with the SR. And in fact torough the Cisco Database Administration in the Server I removed the other servername and put as Default the actual servername, I restarted and everything work very well. So the workaround was the upgrade to the last SR, and the learning lesson is after you upgrade for any version of IPCC to the version 7.x you must upgrade to the last SR.
Cesar

UCCX 7 Alerting

Howdy Netpros! I have some questions about alerting.
How do I configure email alerts in UCCX 7?
I received an email yesterday from CRSAdministrator letting me know that I was getting low on disk space on the server. How was this email generated? How do I enable more of these alerts? I would like to have some kind of alerting on the Node Manager or CRS Engine so that if the system fails over (HA), I get an email letting me know. Thanks!!

Its well laid out in the help documentation. Below is cut and paste.
Please rate if it helps.
Thanks,
Baseer.
The system can send notifications through the following three methods:
â¢E-mail
â¢Syslog (system log)
â¢SNMP traps
For e-mail notification, the eMail subsystem must be configured on the Cisco Unified CCX server. For information about configuring the eMail subsystem, see the "Provisioning the eMail Subsystem" topic.
For Syslog and SNMP trap notification, the Cisco Unified CCX Alarm service must be running, and Syslog and SNMP must be properly configured. For more information about Cisco Unified CCX Alarm service, Syslog, and SNMP, see the Cisco Unified CCX Servicing and Troubleshooting Guide.
To set purge schedule configuration parameters, complete the following steps.
Procedure
1.From the Cisco Unified CCX Administration menu bar, choose Tools > Historical Reporting.
The Historical Reporting Configuration web page opens.
1.Click the Purge Schedule Configuration hyperlink on the Historical Reporting Configuration navigation bar.
The Purge Schedule Configuration area opens. The following fields are displayed in the Purge Schedule Configuration area.
Field
Description
Send email notifications to
Email address(es) where notification is sent.
when database exceeds N% of MB
Percentage of the maximum database size at which notification is sent.
Where can be one of the following based on your database edition:
â¢MSDE = 2048 MB
â¢SQL server = 10240 MB
Initiate automatic purge when database exceeds N% of MB
Percentage of the maximum database size at which an automatic purge is initiated.
Where can be one of the following based on your database edition:
â¢MSDE = 2048 MB
â¢SQL server = 10240 MB
Auto purge data for the oldest N Days
Age of data to be purged.
1.In the Send email notifications to field, enter the e-mail address for notifications.
1.From the drop-down list in the Purge data when database size exceeds N% of 2048 MB field, accept the default, or choose another number. The default without redundancy is 70 and the default with redundancy is 55.
1.From the drop-down list in the Initiate an automatic purge when database size exceeds N% of 2048 MB, accept the default, or choose another number. The default without redundancy is 80 and the default with redundancy is 65.
1.From the drop-down menu in the Auto purge data for the oldest N days field, accept the default of 7, or choose another number.
1.Click Update.
The Purge Schedule Configuration area refreshes, and the Cisco Unified CCX system is configured with the new values.

UCCX RTMT Alert- CoreDumpFileFound

I am getting a new alert CoreDumpFileFound on UCCX RTMT.
If any one facing same issue please share
The running Cisco Unified CCX version is 8.5.1.11004-25
At Tue Nov 04 13:21:03 AST 2014 on node 172XX.XX.4, the following CoreDumpFileFound events generated:
TotalCoresFound : 1
CoreDetails : The following lists up to 6 cores dumped by corresponding applications.
Core1 : Cisco Desktop VoIP Monitor Service (core.7502.6.FCVoIPMonSvr.1415096439)
AppID : Cisco Log Partition Monitoring Tool
ClusterID :
NodeID : UCCX1
TimeStamp : Tue Nov 04 13:20:41 AST 2014

Symptom:
Will not be able to launch any other desktop clients as the Voipmonsubsystem will be out service.
Conditions:
Issue was seen when LDAPMonitor subsystem on consumer was down during replication setup, which is not a usual scenario.
VOIP Monitor Subsystem is in partial service or OOS
Problem Summary
1.One or both (in case of HA) of the Cisco Desktop VoIP Monitor Service in the cluster are OOS.
2.One or both (in case of HA) of the Cisco Desktop Call/Chat Service in the cluster are OOS.
3.Cisco Desktop LDAP Monitor Service is OOS.
4.None of the above, but the LDAP between the nodes (HA) are out of synch in terms of which is the active LRM server. Below is how to determine:
Check both LDAP for the "ipHostName:" entry, under key " dn: svrType=LRM Server,ou=Servers,lcc=Call Center 1,ou=Company,o=Spanlink Communications". The value should be the same in both LDAP.
5.Node2's VoipMon SS failed to connect to node2's LDAP with ConnectionException.
e.g. %MIVR-LIB_LDAP-3-LDAP_CON_ERROR:Error accessing LDAP: ldap url=ldap://10.208.16.64:3016,Exception=javax.naming.CommunicationException: 10.208.16.64:3016 [Root exception is java.net.ConnectException: Connection refused]
Recommended Action
For possible causes 1 to 3, restart the problematic services followed by VoIp Monitor Service. Make sure all services are up.
For possible causes 4, restart the LDAP Monitor Service followed by the VoIp Monitor Service on the current master server. Check the LDAP again, if still out of synch then restart both Engine
For possible cause 5, reboot both uccx servers.
Associated Bug IDs # CSCtk34897,CSCtn16852
http://docwiki.cisco.com/wiki/VOIP_Monitor_Subsystem_is_in_partial_service_or_OOS

UCCX Ldap alert when backups are initiated

Hi,
One of my client upgraded to 8.5 SU3 and getting following every night when Backup is initiated.
At Sat Sep 08 01:01:02 ADT 2012 on node memsuccx01, the following SyslogSeverityMatchFound events generated:
SeverityMatch : Alert
MatchedEvent : Sep 8 01:00:48 memsuccx01 local7 1 : 97: memsuccx01.voice.root.local: Sep 08 2012 04:00:48.721 UTC : %UC_GENERIC-1-ProcessStop: %[UNKNOWN_PARAMTYPE:Process Identifier=20591][ModuleName=Cisco Desktop LDAP Monitor Service][AppID=Cisco Unified CCX Cluster View Daemon][ClusterID=][NodeID=memsuccx01]: Process Stopped AppID : Cisco Syslog Agent ClusterID :
NodeID : memsuccx01
TimeStamp : Sat Sep 08 01:00:48 ADT 2012
I checked the follwoing bug:
CSCtn93085 - UCCX: sev 2 alarms generated in SysLog during normal backup
It says the bug is fixed in 8.5 SU3 but my customer just upgraded to SU3 and still getting these alerts. It happens only during the backup and everything comes up working fine next morning.
Anyone?
thanks,
Kapil

This issue is caused by Cisco bug CSCtn93085 which is affecting the version you are on, though it is only cosmetic. Here are the details of the bug:
UCCX: sev 2 alarms generated in SysLog during normal backups
Symptom:
During a backup of UCCX, the LDAP Monitor Service is temporarily stopped. This is normal behavior,
but a severity 2 alarm is being generated in the SysLog. The alarm makes it appear that the service
stopped unexpectedly or crashed.
Conditions:
Workaround:
Ignore alarms regarding the LDAP Monitor Service that appear during the timeframe of a UCCX backup.
HTH,
Chris

UCCX-RTMT-ALERT- After Upgradation of UCCX from 8.0.2 to 8.5 SU2.

Hello
After upgradation of UCCX from 8.0.2 to 8.5 SU2 we are receiving below RTMT error which says critical. Any ideas ?
At XXX 02 08:37:27 EDT 2012 on node XXX-IPCC01, the following SyslogSeverityMatchFound events generated:
SeverityMatch : Critical
XXX 02 2012 08:37:19.981 -0400: %CSA-2-EVENT_CLIM_DENY:
%[PID=14390][component=CiscoSecurityAgent] : The process '/opt/cisco/uccx/desktop/bin/slapd' (as user uccxuser(700) group
uccxservice(400)) attempted to establish a TCP connection with
<ip address> on port 3016 and exceeded the specified rate limit of 2000 connections in 1 minutes. The operation was denied. [rule 908] AppID :
Cisco Syslog Agent ClusterID :
NodeID : XXX-IPCC0
Thanks
Payal

Hi Payal,
Did this happen while running the UCCX backup?
If yes, I see a defect CSCtn93085-
Symptom:
During a backup of UCCX, the LDAP Monitor Service is temporarily stopped. This is normal behavior,
but a severity 2 alarm is being generated in the SysLog. The alarm makes it appear that the service
stopped unexpectedly or crashed.
Workaround:
Ignore alarms regarding the LDAP Monitor Service that appear during the timeframe of a UCCX backup.
Thanks,
Anand
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UCCX Supervisor Desktop Workflows

Hello all
We use a number of workflows within the supervisor desktop such as 'Message box action', ' Report action' etc…
For some reason they have all stopped working across the entire platform. We have tried setting them up again, and carried out an engine restart and database subsystem restart to no avail.
Has anyone experienced this problem or is aware of a fix?
Many thanks
Rob
Unified Contact Cente Express 8.0.2.11005-20
CSD Build: 8.0.2.500

It looks like we're suffereing from the same thing. Does anyone know if there's a fix for this? We're currently running 8.5(1)SU3, HA.
This has affected several CSD installations simultaneously and no combination of re-installs or client re-boots seems to fix it.

UCCX Supervisor Desktop Logon Time

I have problems with the Logon time in Agents staticswhich is not updated.
If the agent is disconnected and then connected again, the Logon time not updatedand displays the time from the first connection

What's wrong with the calls presented column? It looks like three of the four people didn't answer one of the calls presented to them which is what that column is supposed to show.

Re-skill tool for supervisor in UCCX

Hi,
Is there any re-skill tool for uccx supervisor like we use in ipcce. I am not finding any option other than uccx admin web page to re-skill agent.
Regards,
Dinesh Joshi

Hi,
There is a reskilling tool also in UCCX.
Via the Supervisor web page the Supervisor is able to reskill the agents.
You have to enable this feature on AppAdmin page via System -> System Parameters -> Supervisor Access (which is in the Applications Parameter section)
Best Regards
Alex

UCCX 8.5.1 - Cisco Supervisor Desktop not showing Caller Names

Hello,
I have recently done a deployement for UCCX 8.5.1. I have been made aware of an issue where iif a Cisco Supervisor Desktop is looking at a Agent that is on a call, the Callers name is not bening shown in the Caler Name field, instead the callers extension is being displayed. Has anyone else experienced this or is this one for TAC?
Here is an example of what I mean.
This is the view on the UCCX Supervisor screen when an agent is taking a service desk call. How can we configure it to display the name alongside the number? I know that 1380 is Paul A Smith, and 1552 is Nicola Turvill?
Thanks for your time.

Check the troubleshooting guide.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf
Page 126
Problem
Enterprise data does not display data on outbound calls.
Solution Enterprise data only displays data for inbound calls.

No teams visible in Supervisor Desktop software

Hi All,
All of our UCCX supervisors can use the supervisor desktop software without any problems, but one particular user just sees a blank screen and the teams drop-down menu is blank. I made sure she is a member of the proper team and has Supervisor privileges.
I'm stumped. Any help would be much appreciated.
Cheers,
Gary

Hi Gary
No teams in the list means either:
1) That Supervisor is assigned sup rights, but not assigned to any teams in Subsystems/RmCm/Teams. Go into the teams the user should see, and assign the user as a secondary sup
2) Sometimes you may have assigned the user to the teams, but it doesn't sync to the 'desktop' services. If you are sure the user is assigned to the teams, you can go into Desktop Administrator (the new web based one in 7.x) and do a forced resync, or just restart the 'Desktop Sync' service from Control Panel in AppAdmin.
Regards
Aaron
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Cisco Web view error

I'm currently experiencing a problem when a supervisor (which has a webview reporting ID
in the active directory) tries to generate a team report. It shows the following
error:
"There are no items available, because you are not authorized to view this data or the
items have not been configured in the ICM and/or IPCC database.Contact your administrator
to confirm your authorization and the ICM and/or IPCC configuration."
Regards
Sabesh

In the Web Admin for UCCX, go to Tools and then User Managment. Then choose Supervisor Capability view. Make sure your supervisor is in that list on the left for the UCCX supervisor list.
Thanks,
Tony
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UCCX Supervisor Alerts

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