UCCX Voicemail Record Script

We created a UCCX script designed to allow callers to hit option 2 record a message instead of waiting in the queue. I have been asked by the supervisor if there is a way to make sure there isn't any stranded voicemail recordings to this trigger. I have checked the script and I don't think it actually stores messages on our unity box. So my question is this possible?

The only way it will store a Message on the unity box is for a Transfer to Occur to a User with Mailbox. I've "created" scripts of this nature which Stores a Recorded Message in a File Document and once an Agent is Connected to that particular "caller" in Queue the Message that Was Recorded is Played to the Agent (Play Prompt). Unless stored elsewhere that Recorded message is not persistent and will be collected by the Java GC and removed accordingly.

Similar Messages

UCCX * Recording Script

Team - I used to have a recording script that would collect prompt number like 345 and record a wavefile 345.wav.
It workd in UCCX7 not in UCCX 8. Is there any path information I need to set correctly for this to work? Will defining a document variable wavfile
doing a Recording step to save to wavfile
and write wavfile document to say
promptnumber + ".wav" work where promptnumber is the collected digits 345? It seems to fail on UCCX8. Thanks

Unlike the Windows version where you can see the prompts in wfavvid, in
version 8, they are uploaded to the Repository where they are stored.
Windows release (7.01) versus Linux (Version 8)
They then can be seen in the appadmin under the navigation: Cisco Unified
CCX Administration.
Then Applications\Prompt Management.
NOTE:
Manage prompts. Many applications make use of pre-recorded prompts, stored
as .wav files, which are played back to callers to provide information and
elicit caller response. You must upload these .wav files to the repository
and make them available to the Unified CCX system.
In the Version 8 UCCX, that location for the user prompts is not a path you
will be able to access due to root passwords are needed.
But, the path is Opt\Cisco\UCCX\Prompts\user
Attached are the default scripts for UCCX 8 which can be found on the pc
that has the Editor downloaded.
C:\Program Files\wfavvid_802\Scripts\system\default
Also, make sure you do not have Create file document step ..else you could be running into this bug :
http://cdetsweb-prd.cisco.com/apps/dumpcr?identifier=CSCti89552&parentprogram=QDDTS
Thnaks
Ankita

How to adapt UCCX "BaseLineAdvQueuing.aef" script to ICM

Hey Team,
I am interested in using the UCCX "BaseLineAdvQueuing.aef" script as a template to replace my current callback app which relies on Cisco Outbound Option. However, I am having trouble replacing "Contact Service Queue" and Select resources with ICM agent queuing. I can pass Enterprise variables about queue times and placement, but how can I pass the call back to ICM for delivery to Skill Group agent. I'm guessing that I need to break the UCCX script into separate VRU scripts. After X number of minutes, matching wait time announced to the customer, placeCall to a DN/ICM script that has the Select and Queue to Agent Node. Please advise if there is a more efficient way.
Thank you,
Raymon Khan
Contact Center Network Engineer
Infinity Sales Group, LLC
5201 Congress Ave.
Boca Raton, FL 33487
O: (561) 665-4310 ext. 1185
C: (561) 880-5426
[email protected]

brian1mcc,
The biggest drawback is the internal DNC in Outbound Option. If a customer requests to be placed on the DNC, we currently write it to a webapp database, then out to a DNC append file for baImport. Callback_Out campaigns would not be able to dial the number back if they, or someone with the same number, request a callback from a number on the internal DNC list.
I realized today that our best option would be delete the internal DNC and not use it anymore. We will upload the webapp database to our DNC solutions provider and scrub outbound campaigns with it along with the National and Wireless DNC lists. We will also update any Dialing List records with "CallStatusZone=P" or "CallStatusZone=R" to "C" if they are in the webapp DNC database on a daily or weekly basis.
For the future scripts involving UCCX to ICM, I think I'm just going to use the "placeCall" function to a DN which points to an ICM script for the skill group necessary.
Thanks for the info and stirring up the creative juices,
Raymon Khan
Contact Center Network Engineer
Infinity Sales Group, LLC
5201 Congress Ave.
Boca Raton, FL 33487
O: (561) 665-4310 ext. 1185
C: (561) 880-5426
[email protected]

RECEIVING OPEN INTERFACE TABLE의 STRUCK RECORDS 정보 취합 SCRIPT

제품 : MFG_PO
작성날짜 : 2005-01-27
RECEIVING OPEN INTERFACE TABLE의 STRUCK RECORDS 정보 취합 SCRIPT
=================================================================
PURPOSE
RCV_TRANSACTIONS_INTERFACE table에 있는 struck receipt records의 정보를
취합하여, struck 원인 및 해결에 도움을 줄 수 있다.
(Oracle Purchasing - Version: 11.5.2 to 11.5.9)
Explanation
Receiving Open Interface Tables에 걸려 있는 receipt struck의 source
document의 추가 정보를 어떻게 취합할 수 있을것인가?
(RCV_TRANSACTIONS_INTERFACE)
Source document는 아래 중 하나가 될 수 있다.
* Purchase Order
* Return Material Authorization (RMA)
* Internal Requisition
아래에 소개하는 scripts는 interface tables에 많은 수의 records가 있을때,
많은 수의 records의 정보를 한 번에 취합하길 원할때 사용하면 유용하다.
만약 interface tables에 단지 몇 개의 records만 있다면 Note: 171257.1
- Oracle Procurement (Purchasing)/iProcurement Diagnostic Tests 에 소개
되어져 있는 적당한 diagnostic script를 이용하는편이 낫다.
Example
1.Error가 발생한 Purchase Order receipts의 추가 정보를 취합하는 script:
SELECT SUBSTR(POH.SEGMENT1,1,10) "PO Number",
POR.RELEASE_NUM "Release Num",
POL.LINE_NUM "Line Num",
RTI.INTERFACE_TRANSACTION_ID "Intf Trx Id",
RTI.TRANSACTION_DATE "Trx Date",
RTI.PROCESSING_MODE_CODE "Proc Mode",
RTI.TRANSACTION_STATUS_CODE "Trx Status",
RTI.PROCESSING_STATUS_CODE "Proc Status",
SUBSTR(PIE.ERROR_MESSAGE,1,75) "Error Message",
POH.ORG_ID "Op Unit Id",
RTI.PO_HEADER_ID "PO Hdr Id",
RTI.PO_RELEASE_ID "Rel Id",
RTI.PO_LINE_ID "PO Line Id",
RTI.PO_LINE_LOCATION_ID "Line Loc Id",
RTI.QUANTITY "Intf Qty",
POLL.QUANTITY "Order Qty",
POLL.QUANTITY_RECEIVED "Qty recvd",
POD.QUANTITY_DELIVERED "Qty Delv",
NVL(POLL.CLOSED_CODE,'OPEN') "Closed Code",
OOD.ORGANIZATION_CODE "To Inv Org",
RTI.DESTINATION_TYPE_CODE "Dest Type",
RTI.TRANSACTION_TYPE "Intf Trx Type",
NVL(POLL.QTY_RCV_EXCEPTION_CODE,'NONE') "Qty Exception",
POLL.QTY_RCV_TOLERANCE "Qty Tolerance",
POLL.RECEIVE_CLOSE_TOLERANCE "Receipt Tolerance"
FROM RCV_TRANSACTIONS_INTERFACE RTI,
PO_HEADERS_ALL POH,
PO_RELEASES_ALL POR,
PO_LINES_ALL POL,
PO_LINE_LOCATIONS_ALL POLL,
ORG_ORGANIZATION_DEFINITIONS OOD,
PO_DISTRIBUTIONS_ALL POD,
PO_INTERFACE_ERRORS PIE
WHERE POH.PO_HEADER_ID = RTI.PO_HEADER_ID
AND POR.PO_RELEASE_ID(+) = RTI.PO_RELEASE_ID
AND POL.PO_LINE_ID = RTI.PO_LINE_ID
AND OOD.ORGANIZATION_ID(+) = RTI.TO_ORGANIZATION_ID
AND POLL.LINE_LOCATION_ID = RTI.PO_LINE_LOCATION_ID
AND POD.LINE_LOCATION_ID = POLL.LINE_LOCATION_ID
AND RTI.INTERFACE_TRANSACTION_ID = PIE.INTERFACE_TRANSACTION_ID(+);
2.Error가 발생한 RMA receipts의 추가 정보를 취합하는 script:
SELECT RTI.INTERFACE_TRANSACTION_ID "Interface Transaction ID",
RTI.PROCESSING_STATUS_CODE "Processing Status",
RTI.PROCESSING_MODE_CODE "Processing Mode",
RTI.TRANSACTION_STATUS_CODE "Transaction Status",
RTI.TRANSACTION_TYPE "Transaction Type",
RTI.TRANSACTION_DATE "Transaction Date",
RTI.OE_ORDER_HEADER_ID "Order header Id",
OOH.ORDER_NUMBER "Order Number",
OOH.ORG_ID "Oper Unit Id",
RTI.OE_ORDER_LINE_ID "Order Line Id",
OOL.INVENTORY_ITEM_ID "Order Item",
OOL.FLOW_STATUS_CODE "Line Flow Status Code",
RTI.QUANTITY "Intf Qty",
RTI.UNIT_OF_MEASURE "Intf UOM",
OOL.ORDERED_QUANTITY "Qty Ordered",
OOL.SHIPPED_QUANTITY "Qty Shipped",
OOL.FULFILLED_QUANTITY "Qty Fulfilled",
OOL.OPEN_FLAG "Open Flag",
OOL.CANCELLED_FLAG "Cancelled",
WH.ORGANIZATION_CODE||' - '||WH.ORGANIZATION_NAME
"Ship To Organization",
WH1.ORGANIZATION_CODE||' - '||WH1.ORGANIZATION_NAME
"Ship From Organization",
OOL.BOOKED_FLAG "Booked",
SUBSTR(PIE.ERROR_MESSAGE,1,75) "Error Message"
FROM RCV_TRANSACTIONS_INTERFACE RTI,
OE_ORDER_LINES_ALL OOL,
OE_ORDER_HEADERS_ALL OOH,
ORG_ORGANIZATION_DEFINITIONS WH,
ORG_ORGANIZATION_DEFINITIONS WH1,
PO_INTERFACE_ERRORS PIE
WHERE OOL.HEADER_ID = RTI.OE_ORDER_HEADER_ID
AND OOL.LINE_CATEGORY_CODE = 'RETURN'
AND OOL.LINE_ID = RTI.OE_ORDER_LINE_ID
AND OOH.HEADER_ID = RTI.OE_ORDER_HEADER_ID
AND OOL.SHIP_TO_ORG_ID = WH.ORGANIZATION_ID(+)
AND OOL.SHIP_FROM_ORG_ID = WH1.ORGANIZATION_ID(+)
AND RTI.INTERFACE_TRANSACTION_ID = PIE.INTERFACE_TRANSACTION_ID(+)
ORDER BY RTI.INTERFACE_TRANSACTION_ID;
3.Error가 발생한 Internal Requisition receipts의 추가 정보를 취합하는
script:
SELECT RTI.RECEIPT_SOURCE_CODE "Receipt Source Code",
RTI.REQUISITION_LINE_ID "Intf Req Line Id",
RTI.SHIPMENT_HEADER_ID "Ship Hdr Id",
RTI.SHIPMENT_LINE_ID "Ship Line Id",
RTI.ITEM_ID "Item Id",
RTI.QUANTITY "Intf Qty",
RTI.UNIT_OF_MEASURE "UOM",
RTI.FROM_ORGANIZATION_ID "From Org Id",
RTI.TO_ORGANIZATION_ID "To Org id",
PRH.REQUISITION_HEADER_ID "Req Hdr Id",
PRH.SEGMENT1 "Req Num",
PRL.REQUISITION_LINE_ID "Req Line Id",
NVL(PRL.QUANTITY_DELIVERED,0) "Qty Delv",
NVL(PRL.QUANTITY_CANCELLED,0) "Qty Canc",
PRL.QUANTITY "Qty Ordered",
PRL.QUANTITY - (nvl(PRL.QUANTITY_CANCELLED,0) +
NVL(PRL.QUANTITY_DELIVERED,0))"Qty Remaining",
PRL.SOURCE_TYPE_CODE "Source Type",
PRH.TRANSFERRED_TO_OE_FLAG "XFR to OE Flag",
NVL(PRL.CANCEL_FLAG,'N') "Cancelled",
NVL(PRL.CLOSED_CODE,'OPEN') "Closed Code",
LIN.LINE_ID "ISO Line Id",
NVL(LIN.ORDERED_QUANTITY,0) "ISO Line Qty",
NVL(LIN.SHIPPED_QUANTITY,0) "ISO Ship Qty",
NVL(FULFILLED_QUANTITY,0) "ISO Fulfilled Qty",
NVL(LIN.CANCELLED_QUANTITY,0) "ISO Cancelled Qty",
NVL(LIN.OPEN_FLAG,'N') "ISO Line Open",
NVL(LIN.BOOKED_FLAG,'N') "ISO Line Booked",
NVL(LIN.CANCELLED_FLAG,'N') "ISO Line Cancelled",
OOH.ORDER_NUMBER "ISO Order Number",
PIE.COLUMN_NAME "Intf Column",
SUBSTR(PIE.ERROR_MESSAGE,1,75) "Error Message"
FROM RCV_TRANSACTIONS_INTERFACE RTI,
PO_REQUISITION_HEADERS_ALL PRH,
PO_REQUISITION_LINES_ALL PRL,
PO_INTERFACE_ERRORS PIE,
OE_ORDER_LINES_ALL LIN,
OE_ORDER_HEADERS_ALL OOH
WHERE PRL.REQUISITION_HEADER_ID = PRH.REQUISITION_HEADER_ID
AND RTI.REQUISITION_LINE_ID = PRL.REQUISITION_LINE_ID
AND LIN.SOURCE_DOCUMENT_ID = PRH.REQUISITION_HEADER_ID
AND LIN.SOURCE_DOCUMENT_LINE_ID = PRL.REQUISITION_LINE_ID
AND LIN.SOURCE_DOCUMENT_TYPE_ID = 10 --Internal Requisition
AND OOH.HEADER_ID = LIN.HEADER_ID
AND PIE.INTERFACE_TRANSACTION_ID(+) = RTI.INTERFACE_TRANSACTION_ID
ORDER by PRH.SEGMENT1;
Reference Documents
Note 263368.1

Any suggestion/advise please!
Thanks,
Genoo

Error in properly recorded script while playback in OATS #Siebel

Hi, All!
I'm just starting to use OATS to record scripts. While playback my script username and password boxes are filled automatically, but then I get an error:
Failed Find Object timeout. Detail information:/web:window[@index='0' or @title='Siebel Communications (sbl-test2)']/web:document[@index='14' or @name='_svf1']/web:a[@text='Новый' or @href='javascript:void(0)' or @index='3'].
Steps of script are very easy: log in Siebel, create new action, log out.
Can be databank related to this problem?

I resolve this problem following instruction here https://blogs.oracle.com/aamat/entry/siebel_test_automation

Can we record script in OS for peoplesoft

Can we record script in OS for peoplesoft not for load testing but for functional testing

Peoplesoft works in browsers, so you can use web functional testing for Peoplesoft too
Cheers,
Deepu M
[email protected]

UCCX 7.0 Scripts Folder

is there a folder in UCCX 7.0 that I could back up, where I could find all the scripts and audios that are part of the Contact Center configuration?
Since we're going to reinstall all the UCCX, and we don't have a back-up (and cannot do a back-up from the admin page) how can I back-up the audios and scripts? Is there a folder where all these things are stored?, What other things should we consider to back-up before reinstalling?. [The web administration page is not working, that's why we will re-install everything]
Thanks.

Hi,
all of the configuration, including scripts and prompts is stored in the configuration database of UCCX. There is no guarrantee that the C:\Program Files\wfavvid folder and its folders contain the most recent versions of prompts, scripts, documents etc. The only supported way of backing up and restoring data is using the built in Backup and Resotre application - unfortunately, it is accessible from the UCCX admin web, which is not an option for you.
I would reboot that server, hoping that UCCX refreshes the scripts on the file system (although I never knew why it does that if everything is already in the database), then I would zip up the whole wfavvid folder, reinstall UCCX and take it slow from there: importing documents, scripts, prompts.
There might be a problem with restoring custom Java classes, they should be available when a script referring to them becomes refreshed, otherwise it won't be loaded.
G.

UCCX Call Recording on 7912 phone

Hello All,
Does anybody know if you are able to do UCCX call recording on a 7912 phone? I do not see the option within the 7912 device configuration page to span the port to the PC even though the 7912's do have two ethernet ports on them and daisy chain the PC onto the network. The firmware for the 7912's is 8.0 (3). The latest and greatest firmware is 8.0(4) so i do not beleive it to be related to that - I am thinking unfortunately that they 7912's cannot perform call recording and will need to be replaced.
Thanks in advance for the feedback!!
Paul

Correct, the 7912 does not support Built in Bridge. You would need to use Desktop Recording or SPAN. Or switch to something like the 7911.
(See https://supportforums.cisco.com/thread/302779)
Tom

UCCX stops recording

We are using UCCX 7 and the agent need to manually click "record" button to record all the conversation.
It was good until today, the agent found that some of the recording were "cut out" during the conversation.
For example, the total length of the call is 10 minutes, but after 5 minutes, there is no conversation in the wav file but the uccx keeps recording until the call finished. The agent did not realize that until they check the wav file later.
span pc port definitely is ticked, and it happened randomly, so I think all the settings for phone and Call Manager should be fine, it may caused by the switch or maybe the PC.
Any suggestion regarding how to find the root cause will be much appreciated.

Hi Yixiu0317,
If you have a UCCX 7.x HA setup than Recording feature works in loadbalancing manner. That is 13,5...etc gets recorded in the First Node of UCCX and 2,4,6...etc will get recorded in the second node of UCCX.
So I hope your Agents are not stopping and starting the recording option multiple times with the same connected calls, if you than you will see saperate files in two nodes of UCCX.
Regarding the reason why the recording gets stopped, please check the CAD logs located in
C:\Program Files\Cisco\Desktop\log.
You can also refer the below troubleshooting guide for further information.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf
Hope this helps.
Anand
Please rate helpful posts !!

UCCX 7.0 Script Reports / Documentation

Is there a tool or application that can generate documentation / Call Flow charts of UCCX 7.0 Script Editor Scripts?

Hi,
Create one you say? Is that how we can make a million bucks? All it takes is a good idea...(:
All kidding aside I wonder how conceptually complex scripts get documented, send the documentation to the business for acceptance, then to script savvy people to write them, and finally testing?
Sounds like an easy million bucks to me.
Nick

UCCX 8.5 Record script not working

Hi,
I am attempting to create a script that allows a caller to leave a message or receive a callback if they are in the queue. I'm using the BaseLineAdvQueuing script from the script repository. It works fine except the part where the user either leaves a message for voicemail, or leaves a message for callback.
When they press a button to leave a callback, the default prompt says "please leave a message..." and then it beeps, but then rings and i get the "system is experiencing problems" error.
I isolate the script and narrow it down to the Recording prompt. I created a sample script that simply prompts the user to record, but i am receiving the same error.
My MIVR logs contain the following error:
CMTRecordingDialogImpl:: Can not initialize Audio Doc Impl; nested exception is:
java.io.FileNotFoundException: /opt/cisco/uccx/temp/[email protected] (Permission denied)
My test script is attached. Has anybody see error before?
thank You

Sounds like CSCud12937 - Temp folder for prompt recordings have incorrect permissions

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 voicemail redirect

Good evening everyone,
I'm hoping someone can give me some assistance with this question about uccx scripting as I am new to scripting and can't follow the logic. I see in the script that there is a menu option then voicemail then a Dequeue, which I gather takes the call out of any queue it is in, then a 'redirect' invoked to the voicemail pilot. What I don't understand is that it's sending the call to the voicemail pilot (by the logic I'm looking at the script), which is the voicemail number for all users, but in all actuality the call is sent to a unity voicemail box that is also a route point. In this example the route point/unity box is ext. 5740. I have attached the piece of the script, but I can't understand how by looking at this script it "knows" to send to that voicemail box, when the "to strVMPilot" is the voicemail pilot. Also, under checking the properties of the 'Call Redirect' the called address is reset to a name of CBred, but the value is set to "". I was thinking it would be set to the actual unity- voicemail box, but it was not.I hope I'm giving enough info and that I don't sound to wildly inaccurate. Thanks in advance.

I dont disagree and of course the idea is to send the call to desired number, for example lets say I want to send the call to user with DN 2000 voicemail box without ringing it, the best solution is to redirect the call to lets say 11112000 which is defined as CTI RP on CUCM with profile mask of XXXX and set to forward all to VM. Keep in mind you cannot start the redirect string in UCCX with * or # hence 1111 or anything non-overlapping in your dial plan.
However if you simply point to the voicemail pilot (which the question is about) then the call when answered by unity will attempt to find a mailbox with the originally dialed number which is the CTI RP that was used to send the call to UCCX, so one can add that as alternate extension on desired mailbox.
HTH,
Chris

UCCX CallCenter shutdown Script

Does anyone have a sample script to create an application that allows a supervisor to call in and shutdown a callcenter? I'm thinking, the supervisor calls in, authenticates, and presses 1 to start, and press 2 to shutdown. If the supervisor chooses to shutdown the callcenter, a custom prompt would be played and users would have the option to leave a voicemail. Any help here would be great, thanks!

Justin,
There are examples for emergency closing scripts here, under script repository link:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html
from readme:
emergency.aef:
Description:
============
This script allows an authorized administrator to call into the script and enable
or disable emergency routing.
How it works:
=============
(1) User calls into script
(2) prompted to enter username followed by #
(3) if successful, last name and then first name
(4) Checks users.xml to see if existing user is on authorized list, is then prompted for PIN
(5) enter PIN followed by #
(6) if successful, goes to menu: press 1 to enable, press 2 to disable, 3 to cancel
(7) if enable/disable, value is substituted into emergency_template.xml and written to emergency.xml
Keep in mind that the script is for version 5 (Windows based) so it refers to putting some files into specific folder, you may need to adjust that logic and use document repository on Appliance based UCCX.
HTH, please rate all useful posts!
Chris

UCCX Call Recording Segregation

My company runs a contact center for multiple clients. We are recording calls with the UCCX server spanning the voice vlan. I have a VBS script that runs every night and converts the two raw files to a wav and then moves the wav files to our file server. We are looking at adding an additional client that wants their recordings segregated. Is there anyway that I can make that happen maybe by CSQ or the actual call script?

At what level? Do you just need to place the .wav files into different folders once converted?
You could easily hold a mapping of Agent name to Company, and sort it within your VBS.

UCCX Voicemail Record Script

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