UCCX "Whisper" tone help

Have 2-800's coming in to one group and they have to answer the phone differently for each number. Wanted to do a whisper tone prior to call being dropped in? IF not how do I change the caller ID the UCCX IVR ports send so it would say "Noah's" or "Einstein Bros", TAC wasn't able to help me with this....
Elie

Hi Elie
If the agents do not pay attention to the CAD they can use the IP Phone Agent, there is a way to keep the Enterprise Data field in the main screen of the IP Phone Agent service so when they look at the screen they will be able to see the Enterprise Data that says Noah's or Einstein. It would not be necesary to create different CSQs, but as Aaron said before you will need to create two applications, one called Noah and the other called Einstein, both of them can use the same script and send the call to the same CSQ.
So you will transform the 800 Noah to the trigger of the Noah application and the other 800 to the Einstein trigger, after that in the script you can use the Get Call Contact Info where you take the parameter "called number" and store the value in a variable, after that with an "if" statement you can check if the called number of the Get Call Contact Info is equal to the Noah application trigger then you set a variable called "number800" to Noah and if the called number of the Get Call Contact info is equal to the Einstein application trigger the you set the variable "number800" to Einstein, after that you push this variable to the Enterprise Data Field.
For you to show in the main screen the Enterprise Data you need to create an Application User named telecaster an associate the agent's IP phone to it, also this Application User need to be a member of the Standard CTI Enable.
Gabriel.

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UCCX + Whisper Tone feature

Hello All,
We have setup Whisper call feature from the script using Place Call step to make the call to agent for a short description about the call and then it will connect to the customer to the Agent. Now everything works fine, but some time the CAD freezes after the whisper call is played and while the original call connects to the agent.
1. I have only one CTI port group in my environment and one Media termination dialog group. I have used this CTI port group for "Call control Group ID" field and the default Dialog group for the Dialop group field in the PLace call step.
2. Agent manually answers the call without auto answer feature.
Now, I am trying to understand little more about the CCG that I am using in this step,
1. Do we need to have another set 0f group to be used in the Place call step as it is a outbound call to the system and the CCG i have created is for Inbound calls.
2. Also for the Dialog group, can we use the default group or any special group
Kindly share your thoughts and experiences.....

Hi Elie
If the agents do not pay attention to the CAD they can use the IP Phone Agent, there is a way to keep the Enterprise Data field in the main screen of the IP Phone Agent service so when they look at the screen they will be able to see the Enterprise Data that says Noah's or Einstein. It would not be necesary to create different CSQs, but as Aaron said before you will need to create two applications, one called Noah and the other called Einstein, both of them can use the same script and send the call to the same CSQ.
So you will transform the 800 Noah to the trigger of the Noah application and the other 800 to the Einstein trigger, after that in the script you can use the Get Call Contact Info where you take the parameter "called number" and store the value in a variable, after that with an "if" statement you can check if the called number of the Get Call Contact Info is equal to the Noah application trigger then you set a variable called "number800" to Noah and if the called number of the Get Call Contact info is equal to the Einstein application trigger the you set the variable "number800" to Einstein, after that you push this variable to the Enterprise Data Field.
For you to show in the main screen the Enterprise Data you need to create an Application User named telecaster an associate the agent's IP phone to it, also this Application User need to be a member of the Standard CTI Enable.
Gabriel.

Text/Email Alert tone help 8520

Hi Guys,
My 8520 isnt playing the correct "tones" I have assigned for Text and Email alerts. It is playing the same tone for both and inside and out of the Holster. I have checked I have it set to play "Always" but it doesnt??
Any help much appreciated.
Thanks
Lolly x

Hi and welcome to the forums!
Go to profiles and make sure you scroll all the way down to Advanced.
I have attached a link that will help from Blackberryforums.
Also, I have attached a link to a video. Would you please tell me what you think
of it. Was it helpful and would other users benefit from it?
Thanks,
Bifocals
Please remember to resolve your thread. Put the check mark in the green box that contained your answer! Thanks
http://blackberryfaq.net/index.php/How_do_I_edit_my_notification_tones_%28profiles%29%3F
http://www.wirelessiqllc.com/blog/2008/06/05/blackberry-profiles-explained-in-video-tutorial/
Message Edited by Bifocals on 12-28-2008 02:58 PM
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UCCX New implementation help

Hi Everyone,
I am fairly new to the UCCX environment i need help in creating scripts.
We are currenetly implementing a project for be6000 with UCCX.
Things i have done:
1. I have already created few users in the CUCM
2. I have completed the CUCM and UCCX integration
3. I have already gone through the UCCS admin guide which is not helpful and does not make sense to me as newbie.
4. uploaded the prompts to UCCX.
I would like to know exact detailed steps of creating agents and assigning skills to them creating triggers.
Also need to create a simple script which works as follows:
incoming call-->welcom msg and language selection-->press1 for sales 2 for support--> play a wait message-->transfer the call to the agent or if agent are busy or not available just send the call to the voicemail on cutomers will.
It may seem quite simple to you but difficult for a newbie.
If you people can help me out i would need step by step procedure for creating scripts and requested things as i cannot make out from the admin guide.
If any script similar my scenario is available on UCCX where in i can just change the prompts would be great.

Hi all,
with all due respect, I disagree. There are a lot of good engineers, both Cisco employees and folks working for external companies.
This forum is not "dry", but if you come here absolutely unprepared with a question like "here's a list of requirements to build a contact center from scratch, give me a step-by-step explanantion", then sorry, we are not going to help you. Why, you might ask. Simple: it would be too much to be explained. A contact center is an advanced topic.
I cannot accept arguments like "my employer won't pay for the UCCX training" or "I am usually doing something else but no one would accept this task so I got it, I don't really care about it, I just want to finish it and forget it as soon as possible". If you want to do something right, then learn it. Yes, even in your spare time.
G.

UCCX Callback script help

Hi Guys,
My first foray into IPCC based scripting and I've run into a few problems.
Firstly, what I'm trying to do, is allow a user to press a button during during the queue process, which then allows them to manually input their call back number.
Once an agent becomes available, the system calls the agent and the callback number and connects them..
I've attached the script that I'm working with, and the log file.
What I'm seeing is, I can get one call queued, and it works fine, the agent comes online, the system calls the agent prompts them to initiate the callback (press any key) and then connects them to the user.
When I have multiple callbacks in the queue I get the "Narky Lady" informing me we have system problems. This happens to all the queued callbacks.
The second part is I'm getting "Event queue time exceeded" and the call is being dropped out of the queue after the callback has been queued.
I'm running CUCM 7.0.1.11000-2 & UCCX 7.0(1)_Build168
Any help would be appreciated, or if someone could point me to a working example?
Thanks

There are several items that could be causing the issue. I'm assuming that the Place Call step is calling a route point and ultimately a script that is placing the call in queue.
How many sessions do you have available for this second queue application?
Prior to your Place Call step, you need to dequeue the call and terminate the original call leg.
Remove the Set Contact Info step from the Wait For Agent section.
I'm not sure why you have the Play Prompt after the call has been connected. I would play the caller in the Get Digit String under the Wait For Agent section.
Those changes should get this to work as long as my original assumptions are correct.
You may want to consider some additional factors in your next revision of this script:
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-You will need to handle the busy, invalid, and unsuccessful nodes in the Call Redirect step. I would suggest creating a loop and having it requeue the call again up to 3 times.
-When you get the callback number, make sure to get 7 or 10 digits depending on your requirements. You amy also need to prepend a 1 to those numbers outside of your local area codes.
-This script may be strange for agents to handle because they don't have the name of the caller. You could have the caller record their name and play it in the callback loop with the phone number.

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UCCX: Silent monitoring is not working and recorded file is also not playing

Hi,
Running UCM 8.5 cluster with UCCX 8.5.
In CSD, silent monitoring is not working.
Windows XP OS is running on supervisor desktop. when i select the agent
then the silent monitoring icon will highlighted once i click on the icon,
after 5-7 seconds i am getting an error "Silent monitoring session has
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I can able to record and the file size is 2.6mb for approximate 3min
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Problem is while playing back the recorded file. I can able to see the
recorded files in the UCCX.
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Thanks & Regards,
Krishna

It's likely the same problem: CAD is not forwarding packets to CSD or the CCX recording service. Two common causes for this are:
The phone is not spanning to the PC port or does not allow PC Port VLAN Access. Change these options to true on the phone's configuration in CUCM.
The NIC of the agent's PC running CAD is not processing 802.1q-tagged Ethernet frames. It must not drop these and pass them into the Windows NDIS stack for CAD to get them. Google is your friend here; this commonly requires registry changes to make the NIC process the packets.

DEMO LICENSE IN UCCX 10.0

Hi,
I tried to use Demo License for UCCX 10.0 which is in installtion Disk but I got the following error:
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It's extrange the license names in installation disk are (don't ask me why):
ccx90_enh_demo.lic
ccx90_ivr_demo.lic
ccx90_pre_demo.lic
ccx90_std_demo.lic
I' m running UCCX 10.0.0.95. I already tried to upload Enh and Pre license file. I already removed the license, restarted the server and tried the wizard process again but it didn;t work. I read this post too: https://supportforums.cisco.com/discussion/11896096/demo-license-uccx-90
Any help would be appreciated.
Regards

Can you get your hands on 10.0.1.10000.24 or later (SU1 is out now I believe as of 2 or 3 weeks ago)..because pre_demo is supposed to be in the same directory.

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Hi,
I installed new uccx 8.5.1. After all configuration I tried install supervisor desktop. But If it tried this on my PC xp sp3, I receive this error message:
Error 1335.The cabinet file 'Data1.cab' required for this installation is corrupt and cannot be used. This could indicate a network error, an error reading from the CD-ROM, or a problem with this package.
MSI (s) (5C:D4) [21:31:02:171]: Product: Cisco Supervisor Desktop -- Error
if I tried install suppervisor desktop on windows 7, I receive error message: Error 2902.operation ixoFileCopy called out of sequence.
Agent desktop and desktop administrator are ok, and I'm able made correct installation.
Do you have some idea, how to solve it?
Best regards.

Hello,
I solved my trouble. Problem was in SplkWinPcap.dll file. I don't know why was this file wrong. I used second metod for generation msi files and all is ok.
MSI file has correct splkwinpcap.dll and instalation is now working. - (regeneration from web interface uccx didn't help, but second metod helped.)
Richard.

Failure login "IP Phone Agent" service

Hi! I have an issue. When I try log in the IP Phone Agent service I get an error: "selected service IP Phone Agent isn't active. Select another service IP Phone Agent".
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What is the problem here?
We use UCCX Premium 7.0(1) and CUCM 7.1.5
Thanks in advance!
Ruslan

Hi
Go through the tech tip below and confirm the configuration. If every thing seems to be good then it might be a issue with the CTI manager service on CUCM and you will have to restart that service.
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_tech_note09186a008029e6d5.shtml
Following is the order to follow to restart the CTI service
a) In CUCM cluster first stop CTI service on all subscribers
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c) Then start it on all subscribers.
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Name to User - User not found

Good afternoon,
I have built a script where a caller needs to input their userID with the telephone pad using the name-to-user function. One user is unable to login. Her userid is "gauthiea" and when she types 42884432, the system says the user is not found. I have tried other users and it is working.
Any clue why this specific user is not working? Where should I start looking? The user is found in CM as well as in UCCX. Any help will be appreciated, thank you.

Just a wild guess since there have been other case-sensitivity issues in the past: does CUCM or AD show any upper-case characters in the username? If yes, try removing them.
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX Agent Whisper in the Script

Hello,
We want to have a whipser option for a agent so they can know if the calls are coming from English or French queues.
Is it possible to configure this in the script for english or french queue?
I was trying to add the prompt in the attached script under "Connected"
We have UCCX 9.0.2.
Thanks for your help.

Whisper is not a feature of UCCX. Anything that you implement which would be even close, will be complicated and not quite elegant.
If the two CSQs are actually two different CSQs, then the CSQ name is already presented to the Agent in CAD by default. If one was named: Support_EN and the other Support_FR, then this should be sufficient.
If not, what I recommend for you is to leverage Enterprise Data. This is basically meta data about the call which you pass to the Cisco Agent. This can be any data to include a separate field for the Language of the caller.
Please refer to the Cisco Desktop Administrator's guide for details on configuring Enterprise Data Fields and Layouts.
UCCX Support Documents
https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
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.

UCCX "Whisper" tone help

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