Voice Response

Hi Experts,
I am migrating a scenario from Business Connector into XI in which xml data comes to XI from a interactive voice device and then based on the input RFC is called in R/3 and result is sent back to source side.
i dont have source side URL path to send the response...how can i go for it
Thanks,
Vishal

Hi!
If you have a synchronous scenario then you do not need an explicit response URL because the response is part of the request/response cycle and is sent to the requestor's URL
Otherwise have a look in your SAP BC and "steal" the configuration from there ...
Regards,
Volker

Similar Messages

Accessing Forte from Voice Response System

We are looking at writing a Forte application that is accessible from a
telephone voice response system. Has anyone tried this? If so, how do you set
up the interface between our Forte server (running on AIX) and the voice
response system. The voice response vendor we are looking at is Periphonics.
They supply their own hardware running SUN-OS. Communication between the
Periphonics box and our RS/6000 will be done using TCP/IP.
My impression is that we will have to wrapper some C code within Forte.
However, since we are new to Forte I am not sure how this will be done. Any
suggestions?
David Wilbur email: [email protected]
University of Windsor phone: 519-253-4232 ext. 2779
Windsor, Ontario Canada
-----------------------------------------------

David,
Forte has a new "ExtrenalConnection" class reference in framework which
you can use with any reliable TCP/IP entity. You should not have to wrapper
any C code. The ExternalConnection class supoorts fully asynchronous
processing in both clients and servers.
Paul Buchkowski
[email protected]
Merrill Lynch Canada
We are looking at writing a Forte application that is accessible from a
telephone voice response system. Has anyone tried this? If so, how do you set
up the interface between our Forte server (running on AIX) and the voice
response system. The voice response vendor we are looking at is Periphonics.
They supply their own hardware running SUN-OS. Communication between the
Periphonics box and our RS/6000 will be done using TCP/IP.
My impression is that we will have to wrapper some C code within Forte.
However, since we are new to Forte I am not sure how this will be done. Any
suggestions?
David Wilbur email: [email protected]
University of Windsor phone: 519-253-4232 ext. 2779
Windsor, Ontario Canada

E71 Built in Voice Response Messages

How do I change the built in voice message on my E71 e.g. to let callers know I am temp unavailable ?
Solved!
Go to Solution.

I think that the built in voice it's for reading messages. For you it's a simple but effective aplication on nokia store: advanced call manager with this features:
Busy tone – send a busy tone to callers. Avoid acting rude by hanging up.
Busy tone and SMS – add a personal touch to sending a busy tone: inform your callers with pre-assigned SMS replies.
Mute the ringer – let the calls through with a muted ringer. More discrete, and keeps you undisturbed.
Divert calls – forward incoming calls when you are unavailable.
Play a personal greeting (Nokia devices only) – set your own answering machine and record the caller’s message straight onto your phone, avoiding having to call your operator to check voice messages
I also have it and i'm very pleased with this app.

I activated the voice over and now can not deactivate the voice response, phone does not scroll down keeps reading

i activated the voiceover feature and now i can not deactivate the feature. from general it keeps going reading and does not scroll

Turn it off using iTunes, as described here: http://support.apple.com/kb/HT3577. If your colors are inverted, also go to Settings>General>Accessibility and turn Invert Colors to Off.

Something wrong with Voice Control?

The Voice Control on my iPhone (3GS) has gone odd.
Holding down the button on the headphones triggers Voice Control, but I no longer have the double-bing to prompt for a voice command nor do I have voice response from the handset when I do give a command.
Everything works okay when not using headphones, and it's not the headphones either as I've tested it on two pairs.
Any suggestions?

I'm having the same issue, but with my iPhone 4 and the stock headset. When I hold down the button on the headset the phone vibrates but the audio prompt is not heard at all. Conversely, when the iPhone is connected to my bluetooth headset (Jawbone Prime), there is no such issue when activating voice dial through the Jawbone.

SPA 3102 Voice router and gateway

Hello, I was told to get this device but i do not know what is does and I did not find information on the Linksys website about its purpose. I am setting up a desktop PC as a webserver thru a cable conection that does not have a static IP. My understanding is that this device will cause it to behave like a static IP. Is this correct?
I followed the instructions to connected it but I don't know how to fine the "DNS" numbers to imput into the field
I am running Windows Vista Home edition as the OS. The server will run a voice response system.
Any suggestions.

First of all, you can get the information for the device on this site.
http://www.cisco.com/en/US/products/ps10027/
This unit is part of Cisco-Linksys Small Business Voice Gateways and ATAS.
By the way, static IP has nothing to do with the SPA3102. If ever you'd like to setup a
webserver, it requires you to set a static IP on the server itself (IP of the PC) and at least a
Static IP for your WAN connection. WAN Static IP will be provided by your ISP and you need
to subscribe that IP from them.If in case your server requires you to open a port number for
the Server then that's the time you forward it to the router.

Report on Contact attached data

Hi Experts,
I am working on CRM 2007 Employee Interaction center. we have a requirement to pull call attached data into crm and later pull it to BI from crm to make reports out of it.
So can anyone share a doc on how to pull contact attached data(CAD) to CRM(config steps) .
Thanks in advance.
Sudhakar

Hi Sudhakar,
Call-attached data is optional and comes in addition to data already delivered by the ICI-certified third-party CTI solution. This solution shoud already deliver on each incoming call - out of the box - caller number (ANI), which can be enough to have caller automatically identified.
In case you need additional information to help identify caller, or to gather information that caller has keyed in on his phone during an automated dialog (Interactive Voice Response), then you have the possibility to transfer this extra information from the CTI solution to your SAP CRM system via ICI interface.
What should appear in the CAD is something you have to define with the CTI vendor. Have you checked with your CTI vendor if they don't already have an analysis tool of IVR dialogs ?
Let me present the example of what we did during an integration with a Cisco CTI, used in a service scenario where callers refer to service requests (creation, inquiry):
We agreed with the CTI vendor that they set-up an IVR script where caller gets asked if he is calling about an existing service request or not. If yes, he is asked to enter the number of the service request. If not, he is asked to answer 2 questions that will already help the agent who gets the call to better qualify it. Relevant answers are also displayed in the IC alert area; they are clickable (e. g. to directly navigate to service request).
We then agreed on following xml tags:
<ItemAttachedData>
<Application id="SAP-IC">
    <CV01>+321234567</CV01>          caller number (CLID)
    <CV02>+327654321</CV02>          called number (DNIS)
    <CV03>1</CV03>               OPEN TICKET OR NOT
    <CV04>7777777</CV04>          TICKET #
    <CV05>1</CV05>               ANSWER TO QUESTION 1
    <CV06>1</CV06>               ANSWER TO QUESTION 2
    <CV07/>
    <CV08/>
    <CV09/>
    <CV10/>
</Application>
</ItemAttachedData>
In SAP CRM customizing, you can specify an XSL transformation to postprocess this CAD. It is interesting to note that SAP's implementation of the XSLT processor allows call of ABAP methods, where you can easily code evaluation of CAD, and even save CAD to a custom DB table.
If you want to learn more about XSLT and ABAP, I recommend following book; it is a good investment!
http://www.sap-press.com/products/XML-Data-Exchange-using-ABAP.html
Hope I made this topic clearer
Kind regards
Walter

Repair status at the depot

It's been a month since the repair depot received my laptop. Well after a week had passed I called the depot to ask about the laptop repair status, but was told that there was (probably) a delay on parts delivery. This was something could have assumed from the repair status website. After two weeks had passed, I called again. I got the same reply. After three weeks, I was told that the laptop had been officially put on hold for parts near the end of the second week. Then I was told that my case had been "escalated." Then I was told to call the next day (Monday) from 8am-8pm, when the depot was open so that I could talk to one of the representatives. However, it was only when I called (6pm) that I learned that the "case manager"'s shift was from 8am-5pm. So I waited til the next day to call. This person told me that my laptop had been sent to an "order desk," because the repairs on my laptop had taken too long they would supposedly search for an alternative. I was supposed to expect a call from these people one to two days later. (this was last week)
In the following one to two days later I got a call saying that the repair on the laptop would be finished by Tuesday.
I just called today (Tuesday) to inquire into the repairs status, and was basically told that it is still waiting for parts. In other words, the situation hadn't changed one bit. When I asked to speak to the case manager, I was sent to an interactive voice response line instead.
This repair is taking far too long for me to be finishing my schoolwork on time, and I have no idea as to whether my computer is really being repaired or not. In the past I have sent my laptop to the repair depot where they kept it for around a week and sent it back. They never actually fixed the problem and I'm afraid of what the outcome is going to be this time.

https://www.webcom.toshiba.co.jp/us/voice/
After reading your post. I am in argeement with you. I am also in agreement with Bmurray, we are a user-to-user forum.
I know you want to warn, however, here is a link for your to post your complaint and comments to Toshiba directly at the hightest level I could find.
Post, keep posting until someone contacts you.
Good Luck
-Kenna
"Knowledge should be unrestricted and the most important commodity we can offer to help one another."

E61 - Mail for Exchange Calendar fault

Running latest version (1.3), able to fully sync email and contacts, but it fails to sync calendar, with not so helpful message of error in commuincation.
Any ideas?

I hvae been fighting this Issue for some time now.
I Have been runing the MfE on E50, E51, E65, E66 and N96 syncing towards an Exchange 2003 Std. with no problems Whatso ever... After upgrading to Exchange 2007 Std. Users are starting to experience the same Issue. Older Phones with old firmware and old MfE, are not affected... but the E51 fw 200 220 and 300 are having this issue..
the problem is quite annoying because I weren´t having any problems on my N96, but then suddenly the calendar fails..
TEmporary fix:
1: disable calendar sync.
2: do a sync.
3: enable calendar sync.. (initial setting can be "keep items on phone" or "delete items on phone")
then it will work for some time.. and then the problem will come back.-. (Frustrating!!)
I have been e-mailing NOKIA denmark AND Finland but they seems to more interested in redirecting my calls to Voice response systems..
And sending replies informing me that they REALLY DO CARE.. and Thait I´ll be contacted within 48 hrs..
I´ll keep You Posted..

Common Abbreviations Used When Setting Up and Troubleshooting HP Printers

Here is a list of common abbreviations and phrases used while trying to troubleshoot network-connected printers within the forums and other web-based support documents:
Ad Hoc – Latin phrase meaning "for this" and is used when describing a type of connection between the printer and computer by-passing the router. This is not the recommended network connection by HP support (see SNC below).
ADF – Automatic Document Feeder which is the tray on the top of a printer used for multipage scans and faxes.
AES – Advanced Encryption Standard used to describe a password-protected router/internet connection.
AiO – All-in-One
AP/STA – Access Point Station or another word for router.
ASIC – Application Specific Integrated Circuit
AWC – Auto Wireless Connect
BIOS – Built Input/Output System
BSOD – Blue Screen of Death
CGD – Color Graphic Display
CMD – Command
CMYK – Cyan Magenta Yellow Black
CNG (tones) – 1100 Hz tone stands for Calling Tones used on landline fax machines.
CPU – Central Processing Unit
CUE – printer version 10-14 also known as Solution Center.
CVN - Card Verification Number on the back of a credit card.
DHCP – Dynamic Host Configuration Protocol
DIM – Digital Imaging Monitor
DMI – Desktop Management Interface
DNS – Domain Name Server
DPI – Dots Per Inch
DSL – Dedicated Service/Subscriber Line or type of digital internet service bundle.
ECM – Error Correction Mode in advanced fax settings.
EIRP – Equivalent Isotropically Radiated Power
EMI – Electromagnetic Interface
ESP – Extended Service Plan
EWS – Embedded Web Server
FFC - Federal Communications Commission regulates all forms of communication.
FoIP – Fax Over IP
FPU – Floating Point Unit
FTF – First Time Fix
GBU – Global Business Unit
GUI - Graphical User Interface or the images on a computer screen or display.
HDMI – High Definition Multimedia Interface which is a type of plug-in to connect a computer to an HD monitor.
HHO – Home and Home Office is the name of the sales department in HP www.hp.com/shopping
HW - Hardware
ICF – Internet Connection Firewall; Integrated Catalog Facility; Intersystem Communications Function
IE – Internet Explorer
IEEE – Institute of Electrical and Electronics Engineers
EMF - Electromagnetic Frequencies
IIC – Individual Ink Cartridge is a type of ink that consists of only one color.
IP – Internet Protocol which is what a router uses to locate another network connected device.
IPG – Image and Printing Group was one of the names of the printing department in HP.
IPH – Integrated Print Head is a type of ink cartridge that has the printhead in it.
IPIPA – Automatic Private IP Addressing also associated with an IP address beginning with 169.xxx.xxx.xxx
IRIS – Integrated Risk Information System often installed with the OCR software and printer driver.
IRQ – Interrupted Request or one of the original chat rooms and communities when the internet was first created.
ISB - Ink System Business
ISDN – Integrated Services Digital Network
ISF – Ink System Failure
ISM – Instrumentation, Scientific and Medical radio band
IVR – Interactive Voice Response
IW – In Warranty
LCD – Liquid Crystal Display
LIFI – optical (light) version of WIFI introduced in 2012
LOI – Low On Ink
LPD – Line Printer Daemon
MAC – Media Access Control
mDNS – Multicast Domain Name Service
MFP - Multi-Function Printer
NAT – Network Address Translation
NDU – Network Diagnostic Utility
NTF – No Trouble Found
NVM – Non-Volatile Memory
OCR – Optical Character Recognition is often installed with the printer drivers to allow you to scan to editable text.
ODD – Optical Disk Drive
OJ – OfficeJet
OOW – Out Of Warranty
OOBE – Out Of Box Experience
OSD – Onscreen Display
PBX – Public Branch Exchange
PCIE – Peripheral Component Interconnect Express
PEN – ink cartridge and printer head
PHA - Print Head Assembly that holds the ink in it (often removed while setting up a replacement printer)
POTS – Plain ‘Ol Telephone System
PPI – Pixels Per Inch
PQ – Print Quality
PSC - Print Copy Scan and quite often refers to the very first all-in-one printers.
PSG – Personal Systems Group which was one of the names used to describe the computer department in HP.
QRG – Quick Reference Guide
RAID – Redundant Array of Independent Disks which is what is usually cleaned up while defragmenting a hard-drive.
RFI – Radio Frequency Interference
RPC - Remote Procedure Call often associated with the scan services.
SNC - Standard Network Connection also known as Infrastructure which includes the printer, computer and a router. **This is the preferred wireless connection supported by HP.
SNMP – Simple Network Management Protocol
SOHO – Small Office Home Office which is a division of printer support.
SSID – Service Set Identifier
SSRD – Support Sent Recovery Disc
SW - Software
T30 – Typical Fax Line and also describes the type of cord used for fax setup.
TAM – Telephone Answering Machine not to be confused with voicemail.
TCP/IP – Transmission Control Protocol/ Internet Protocol used to define the network location of a device (192.168.xxx.xxx) and can be good to know when trying to install a wireless printer on a computer.
TIJ – Thermal Ink Jet which is the means to which ink is heated up so that it drips out of the cartridge.
TKIP – Temporal Key Integrity Protocol that describes the type of encryption used during a password-protected setup on a router.
TWAIN – (Technology Without An Interesting Name) Standard for linking applications and image acquisition devices.
UDP – User Datagram Protocol
UI – User Interface
URL – Uniform Resources Locator also known as a web address or hostname and begins with http://
URP – User Replaceable Part that can be purchased to fix a printer.
USBSOW – Universal Serial Bus Statement of Work
VGA – Video Graphics Adaptor
VoIP – Voice Over IP
VPN – Virtual Private Network
WEP – Wired Equivalent Privacy which also means the passphrase or password for a protected network setup (Wireless Setup Wizard or USB to Wireless installation will ask for this and that is just the password used to get on the internet or to connect a device to your router).
WIA – Windows Image Acquisition is the name of the service used to scan with an HP printer.
WINS – Windows Internet Name Service
WLAN – Wireless Local Area Networking or another type of internet connection.
WOOBE - Wireless Out Of Box Experience often associated with Web-Services setup of ePrint on a new printer.
WPA – Wifi Protected Access or another type of encryption used on a router.
WPAN – Wireless Personal Area Networking
WPS – Wifi Protected Setup often associated with a push button connection on the router instead of using a password. If you have this off then other people in the area can access your router for internet service.
WWAN – Wireless Wide Area Networking
Don't forgot to say thanks by giving "Kudos" if I helped solve your problem.
When a solution is found please mark the post that solves your issue.
Every problem has a solution!
This question was solved.
View Solution.

At one point I was somewhat uneducated as a consumer on certain abbreviations. I began to check around the internet but I never found a complete list of all of the abbreviations used in today’s technological world. Over time I have collected a list of every network and printer-related term in relation to HP. I am happy to share this with the world because sometimes when trying to troubleshoot within the forums and other web-based documents the writers can forget that not everyone knows the abbreviations and if you do not know sometimes you can get left behind and feel frustrated. If you know of any other industry-standard abbreviations regarding printers, faxing, and network-connections feel free to post more here.
Don't forgot to say thanks by giving "Kudos" if I helped solve your problem.
When a solution is found please mark the post that solves your issue.
Every problem has a solution!

Lack of support for rented movies

Last night I rented a movie from the AppleTV. It appeared to download okay. But when I tried to play it, all I got was a white screen.
I immediately tried to call Apple support. After a few minutes with the voice response system, it told me they were closed – call tomorrow. Why didn’t the voice response system say that at the beginning?
I called early next morning (6:30am PDT). After navigating through the voice response system, I got a technician who asked for my AppleTV serial number and verified that I had an AppleCare agreement. After about 20 min of research, he told me to unplug the AppleTV, wait 30 sec., then plug it back in and see if that fixes the problem. Well, it did – I could view the movie. He told me the problem is due to the way the firmware handles an HDMI connection – but only with rented movies. What??? The technician then said “good, we fixed the problem you’re good to go.”
I said not so fast – and asked how Apple was going to compensate me for going through the motions of downloading a rented movie, trying to troubleshoot and calling in (only to be told I was SOL), spending 45 min the next morning, and never being able to see the movie due to an Apple hardware problem. The technician put me on the phone with his “supervisor” - again a 5 min wait on hold.
The supervisor asked what was the problem – since I still had 12 more hours to watch the movie (we were talking at 6:30am). Then she had the audacity to say there wasn’t a “technical problem” since un-plugging the AppleTV reset it and I could now see the movie. I told her that I wanted to watch the movie last night and there most certainly was a technical problem at that time - i.e., white screen. She reluctantly said that she would “try” to get me a refund for the movie.
I then asked her how was I suppose to get support in real-time for AppleTV download issues? She again reiterated that their hours are 6-6 and they don’t accept support calls after 6pm PDT. She asked why I didn’t go on-line and seek help on the Apple Web site. Excuse me? I was sitting down to dinner with my family who wanted to watch the rented movie. Going off to a computer to research an Apple hardware problem wouldn’t have been politically correct under the circumstances.
I also told her that the technician wouldn’t talk to me without evidence of a AppleCare support agreement on the AppleTV. Hey, a rented movie wouldn’t play. Why do I need an Apple support agreement to merely get what I paid for? I asked, what if I had just purchased the AppleTV, how would I solve this sort of problem? She said that I could have paid a one time $49 support charge to get someone to tell me to unplug the AppleTV. Mind you, that’s a $49 charge to see a $4.99 movie due to a known problem with Apple’s firmware. Unbelievable!
Given the frustration of not getting the movie to play (at dinner time), no realistic support to fix the problem, and the baffling conversation with Apple’s insensitive support manager - all I was offered is someone will “try” to get me a refund.
Okay, this won’t happen to me again. Because I won’t be renting or downloading movies from Apple’s service. Sorry I bought the AppleTV - wonder if I can get a refund for it?

I agree the OP could not have known to restart the device but I do rather think their expectations after receiving help were unrealistic.
From the Applecare diagnosis it was an issue with the tv that led to the OP being unable to watch their movie when they wanted, not the rental, and technically one would need warranty or Applecare to receive phone based support for the tv.
I accept it was unfortunate the OP's experience wasn't as it should have been and that it was made a little worse by not being able to speak to someone out of hours, although I do see the need for staff to verify that Applecare has been purchased with each caller.
At the end of the day, the OP's issue was resolved and their was no financial loss to the OP. These things happen, it's unreasonable to expect, or fulminate over not getting, some form of compensation, (although it wouldn't be unreasonable to ask for the rental for free without expectation). What sort of compensation does one thing you would get from Canon if your video camera broke down in the middle of filming your sons graduation day ceremony.

If anyone can shed some light on this I would appreciate it.

For starters my laptop is getting almost 3 years old and the hard drive was filling up. I decided to reformat and move my itunes and subsequent music folders to an external hard drive. I left it on my external and then I left for a 2.5 month deployment with the US Navy. Upon coming back my external no longer had anything saved on it and i cannot locate my music folder from itunes anywhere on my computer. Is there anyway i can retrive the music that i have been legaly purchasing off itunes over the past 3 years. There are still purchase receipts on my itunes account. Anyone have ideas... or am I s.o.l.
thank you in advance for any information.

A CTI Port is a virtual port. It is analogous to a trunk line in a traditional ACD or PBX setting. i.e The CTI Port allows access to the Post Routing capabilities of the IP-IVR.
A CTI Route Point is a virtual device that can receive multiple simultaneous calls for the purpose of application-controlled redirection. Once a CTI Route Point has been created, lines (directory numbers) can be added and configured. Applications that use CTI route points include the Cisco IP Interactive Voice Response (IP-IVR) system and Cisco JTAPI with ICM. Calls are directed to CTI Route Points, which subsequently route the call to an available CTI port, the front end of the application. A CTI Route Point is the number a caller dials to access the application. A CTI Route Point must be configured for each application.

Computer Telephone integration with CRM

Hi ,
We have a requirement to integrate existing Interactive Voice Response system,Computer Telephone Integration and Automatic Call Distribution with proposed SAP CRM. In order to integrate them we would like to use third party adapters from companies like AMT,SIEMENS,Genesys etc..
1. Does any one has experience in integrating these tools ?
2. Or is there any other better approach for the integration with CRM?
Thanks for your time.
Sunil

Hi Tony-
I am vinod, working in Accenture, India. I am a genesys engineer, have little knowledge of SAP CRM.
We made a successfull RFC connection to gplus in sm59, then i tried to create a telephony server in sphb, but this connection test failed. Am i going in the right path, or is there any other way to do this.
Is maintaining telephony server in SPHB mandatory or is there a similar setting in CIC0 configuration?
Can you please let me know how this can be done. Please provide me if you have any documents on this.
Thanks in advance

CAD from Contact center into SAP CRM

Hi All,
I am no SAP expert, but the following is what we are trying to achieve:
-A call comes into a contact center application
-Via an integration this call is send to a SAP ICI webinterface and ends up at the agent logged on to that SAP session.
Now we have an awkward situation that the original number coming from the PBX is rather misformed +00031123456789. What we are expecting is +31123456789. The number coming from the PBX can be changed, but that is going to have consequences for all other people that are not connected to SAP, so doing this is not an option.
What I have been reading about is that it is possible to get CAD (Call Attached Data) to be send into the SAP ICI environment.
The contact center application is delivering the data in the following XML format:
What I am interested in is to map all these fields into such a way that I can use them in the SAP ICI interface.
I have been reading Link:[; and in there it is mentioned that there needs to be a mapping between these fields and an XSLT and ABAP. And a reference to a book.
Is there anybody that can help me with this? Or give me some other advice that could help me out in this case. I would very much appreciate it.
Thank you all very much for your input.
Best regards,
Corné

Hello Corné,
I'm guessing the reference was to my book, "Maximizing Your SAP CRM Interaction Center" from SAP Press, where on page 396 I offer a paragraph on how to identify a call via CAD rather than ANI.
Here's the excerpt:
How to Identify Account via Call Attached Data (CAD)
Is the Interaction Center able to identify a customer via account number contained in call attached data (CAD) rather the via automatic number identification (ANI) service?
Yes, it is possible to identify a customer by extracting the customeru2019s account ID from the call attached data (CAD). This can be configured in the IMG activity Define Account Identification Profiles (transaction CRMC_IC_BPPROF) in the fields under Contact-Attached Data Extraction. In the CAD Application ID field, enter the value that appears in the application ID tag that appears in the XML code of the Interactive Voice Response (IVR) system that collects the customeru2019s account number (e.g., u201CGenesys-CADu201D). In the XSLT file field, enter the name of the XSLT program that is responsible for extracting the account ID from the contact attached data. You are responsible for creating this XSLT file. However, SAP delivers a sample XSLT file that you can reference, named CRM_IC_BPIDENT_EXT_IAD_TO_ABAP. SAP also provides a sample program showing how to extract CAD data from, for example, Genesys named CRM_IC_BPIDENT_EXT_IAD_GENESYS. See SAP note 707104 for additional information.
Best regards,
John

Ask the Expert: Cisco Unified Contact Center Express (UCCX) Version 10.0 - Upgrade, Migration, and New Features Overview

With Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.
Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:
Installation
Upgrade from previous versions - both Linux and Windows
Migration from MCS to Cisco UCS environment - Different methods and best practices
New features - Overview and limitations
This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.
Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).
For more details about this topic, refer to the recently published Tech-Talk Video and Blog.
Remember to use the rating system to let Abhiram know if you have received an adequate response.
Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration community, sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

Hi Anurag,
Thanks for your questions.
1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?
I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.
2:Is there any version change for Linux OS used as VOS,
The Linux version is Red Hat Linux 5. To be precise:
[root@uccx10pub /]# cat etc/redhat-release
Red Hat Enterprise Linux Server release 5.7 (Tikanga)
3:Is there any API architecture change in UCCX 10 from previous releases ?
I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?
Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:
Inter CPU Model
It it is on thVMWare Hardware Compatibilty List
You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:
http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22
6:Is Host name change supported?
Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)
Cheers,
Abhiram Kramadhati

Voice Response

Similar Messages

Maybe you are looking for