Wrap-up time for manual outbound calls (UCCX)
Is it possible to configure the wrap-up time for the manual outbound calls in UCCX? I think, this option only exists in CSQ, which is of course meant for the inbound calls. Any thoughts or any workaround to make this work?
Requirement- Once a manual outbound call is hung up, agent's state should be switched to WORK READY as per the wrap-up timer setting.
Thanks.
Dear experts,
I look forward to hear from you if you have anything to offer. Wrap-up TIME to be setup for manual outbound calls in UCCX.
Thanks,
Piyush
Similar Messages
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Strange response time for an RFC call viewed from STAD on R/3 4.7
Hello,
On our R/3 4.7 production system, we have a lot of external RFC calls to execute an abap module function. There are 70 000 of these calls per day.
The mean response time for this RFC call is 35 ms.
Some times a few of them (maybe 10 to 20 per day) are way much longer.
I am currently analysing with STAD one of these long calls which lasted 10 seconds !
Here is the info from STAD
Response time : 10 683 ms
Total time in workprocess : 10 683 ms
CPU time : 0 ms
RFC+CPIC time : 0 ms
Wait for work process 0 ms
Processing time 10.679 ms
Load time 1 ms
Generating time 0 ms
Roll (in) time 0 ms
Database request time 3 ms
Enqueue time 0 ms
Number Roll ins 0
Roll outs 0
Enqueues 0
Load time Program 1 ms
Screen 0 ms
CUA interf. 0 ms
Roll time Out 0 ms
In 0 ms
Wait 0 ms
Frontend No.roundtrips 0
GUI time 0 ms
Net time 0 ms
There is nearly no abap processing in the function module.
I really don't uderstand what is this 10 679 ms processing time especially with 0 ms cpu time and 0 ms wait time.
A usual fast RFC call gives this data
23 ms response time
16 ms cpu time
14 ms processing time
1 ms load time
8 ms Database request time
Does anybody have an idea of what is the system doing during the 10 seconds processing time ?
Regards,
OlivierHi Graham,
Thank you for your input and thoughts.
I will have to investigate on RZ23N and RZ21 because I'm not used to use them.
I'm used to investigate performance problems with ST03 and STAD.
My system is R/3 4.7 WAS 6.20. ABAP and BASIS 43
Kernel 6.40 patch level 109
We know these are old patch levels but we are not allowed to stop this system for upgrade "if it's not broken" as it is used 7/7 24/24.
I'm nearlly sure that the problem is not an RFC issue because I've found other slow dialog steps for web service calls and even for a SAPSYS technical dialog step of type <no buffer>. (what is this ?)
This SAPSYS dialog step has the following data :
User : SAPSYS
Task type : B
Program : <no buffer>
CPU time 0 ms
RFC+CPIC time 0 ms
Total time in workprocs 5.490 ms
Response time 5.490 ms
Wait for work process 0 ms
Processing time 5.489 ms
Load time 0 ms
Generating time 0 ms
Roll (in+wait) time 0 ms
Database request time 1 ms ( 3 Database requests)
Enqueue time 0 ms
All hundreds of other SAPSYS <no buffer> steps have a less than 5 ms response time.
It looks like the system was frozen during 5 seconds...
Here are some extracts from STAD of another case from last saturday.
11:00:03 bt1fsaplpr02_PLG RFC R 3 USER_LECKIT 13 13 0 0
11:00:03 bt1sqkvf_PLG_18 RFC R 4 USER_LECDIS 13 13 0 0
11:00:04 bt1sqkvh_PLG_18 RFC R 0 USER_LECKIT 19 19 0 16
11:00:04 bt1sqkvf_PLG_18 RFC R 4 USER_LECKIT 77 77 0 16
11:00:04 bt1sqkve_PLG_18 RFC R 4 USER_LECDIS 13 13 0 0
11:00:04 bt1sqkvf_PLG_18 RFC R 4 USER_LECDIS 14 14 0 16
11:00:05 bt1sqkvg_PLG_18 RFC R 0 USER_LECKIT 12 12 0 16
11:00:05 bt1sqkve_PLG_18 RFC R 4 USER_LECKIT 53 53 0 0
11:00:06 bt1sqkvh_PLG_18 RFC R 0 USER_LECKIT 76 76 0 0
11:00:06 bt1sqk2t_PLG_18 RFC R 0 USER_LECDIS 20 20 0 31
11:00:06 bt1sqk2t_PLG_18 RFC R 0 USER_LECKIT 12 12 0 0
11:00:06 bt1sqkve_PLG_18 RFC R 4 USER_LECKIT 13 13 0 0
11:00:06 bt1sqkvf_PLG_18 RFC R 4 USER_LECKIT 34 34 0 16
11:00:07 bt1sqkvh_PLG_18 RFC R 0 USER_LECDIS 15 15 0 0
11:00:07 bt1sqkvg_PLG_18 RFC R 0 USER_LECKIT 13 13 0 16
11:00:07 bt1sqk2t_PLG_18 RFC R 0 USER_LECKIT 19 19 0 0
11:00:07 bt1fsaplpr02_PLG RFC R 3 USER_LECKIT 23 13 10 0
11:00:07 bt1sqkve_PLG_18 RFC R 4 USER_LECDIS 38 38 0 0
11:00:08 bt1sqkvf_PLG_18 RFC R 4 USER_LECKIT 20 20 0 16
11:00:09 bt1sqkvg_PLG_18 RFC R 0 USER_LECDIS 9 495 9 495 0 16
11:00:09 bt1sqk2t_PLG_18 RFC R 0 USER_LECDIS 9 404 9 404 0 0
11:00:09 bt1sqkvh_PLG_18 RFC R 1 USER_LECKIT 9 181 9 181 0 0
11:00:10 bt1fsaplpr02_PLG RFC R 3 USER_LECDIS 23 23 0 0
11:00:10 bt1sqkve_PLG_18 RFC R 4 USER_LECKIT 8 465 8 465 0 16
11:00:18 bt1sqkvh_PLG_18 RFC R 0 USER_LECKIT 18 18 0 16
11:00:18 bt1sqkvg_PLG_18 RFC R 0 USER_LECKIT 89 89 0 0
11:00:18 bt1sqk2t_PLG_18 RFC R 0 USER_LECKIT 75 75 0 0
11:00:18 bt1sqkvh_PLG_18 RFC R 1 USER_LECDIS 43 43 0 0
11:00:18 bt1sqk2t_PLG_18 RFC R 1 USER_LECDIS 32 32 0 16
11:00:18 bt1sqkvg_PLG_18 RFC R 1 USER_LECDIS 15 15 0 16
11:00:18 bt1sqkve_PLG_18 RFC R 4 USER_LECDIS 13 13 0 0
11:00:18 bt1sqkve_PLG_18 RFC R 4 USER_LECDIS 14 14 0 0
11:00:18 bt1sqkvf_PLG_18 RFC R 4 USER_LECKIT 69 69 0 16
11:00:18 bt1sqkvf_PLG_18 RFC R 5 USER_LECDIS 49 49 0 16
11:00:18 bt1sqkve_PLG_18 RFC R 5 USER_LECKIT 19 19 0 16
11:00:18 bt1sqkvf_PLG_18 RFC R 5 USER_LECDIS 15 15 0 16
The load at that time was very light with only a few jobs starting :
11:00:08 bt1fsaplpr02_PLG RSCONN01 B 31 USER_BATCH 39
11:00:08 bt1fsaplpr02_PLG RSBTCRTE B 31 USER_BATCH 34
11:00:08 bt1fsaplpr02_PLG /SDF/RSORAVSH B 33 USER_BATCH 64
11:00:08 bt1fsaplpr02_PLG RSBTCRTE B 33 USER_BATCH 43
11:00:08 bt1fsaplpr02_PLG RSBTCRTE B 34 USER_BATCH 34
11:00:08 bt1fsaplpr02_PLG RSBTCRTE B 35 USER_BATCH 37
11:00:09 bt1fsaplpr02_PLG RVV50R10C B 34 USER_BATCH 60
11:00:09 bt1fsaplpr02_PLG ZLM_HDS_IS_PURGE_RESERVATION B 35 USER_BATCH 206
I'm thinking also now about the message server as there is load balancing for each RFC call ?
Regards,
Olivier -
Setting "work Time" on a outbound call?
I have a request for me to set "work Time" built in after a outbound call. So if the user makes a call from the agent and then after they hang up it would wait 30 seconds before presenting them a call. I have UCCX 7.2 Express Enhanced Not sure if this is even possible but thought I would ask
Thank you!Thank you for the information Andrew! I apreciate it. I will pass it along
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Jail time for a skype call?
Skype could be illegal in Ethiopia- with up to 15 years jail time for those found "guilty"!
[invalid URL]
Sign the petition now!some Skype services such as Skype-to-Skype calls, conference calls, chat and group chat, 1-on-1 video calls are indeed free of charge. However, some services such as Skype-to-mobile/landline number, group video calls, voicemail, SMS, online number, etc requires credits or subscriptions. Please also check if you ISP provider charge you on per data sent/received basis.
The support/user guide section offers a mode detailed descriptions - https://support.skype.com/en/
IF YOU FOUND OUR POST USEFUL THEN PLEASE GIVE "KUDOS". IF IT HELPED TO FIX YOUR ISSUE PLEASE MARK IT AS A "SOLUTION" TO HELP OTHERS. THANKS!
ALTERNATIVE SKYPE DOWNLOAD LINKS | HOW TO RECORD SKYPE VIDEO CALLS | HOW TO HANDLE SUSPICIOS CALLS AND MESSAGES -
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Hi All,
I would like to request all of you that I have requiremnt that we have to create "Trunk Group" of diffenent T1 controller PRI's for outbonds call, mean I need to create a trunk group with differnt T1 PRI's groups for our outbond calls, but my problem is that I don't know and no idea that how I will do this , i am also try to find some cisco doc for this still I did not find these info, so I request all of you that I will be thank full to all of you if you can help me out for my this problems.
Thanks
RizwanHere is a good write up, there are many others:
http://www.markholloway.com/blog/?p=452
HTH,
Chris -
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We have configured the SIP Trunk & SIP profile and successfull make outbound call through SIP Trunk (SKYPE). However, we are not able to perform call transfer or call park when the call is connected.
The scenario is:
A call to an phone number via SIP trunk, when call established, A perform call-transfer to B. After the call-transfer, the call Drop and Phone B show error code "Temp Fail"
When i select "enable MTP" in SIP trunk, we are able to call transfer and call park. But it limit the number of call session to 1.You are probably running into some sort of Codec issue. IE, your phone is G.711 and the trunk is G.729. You will need to transcode the call at somepoint.
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CAD outgoing call wrap-up time?
Hi All,
I have setup wrap-up times for my incoming calls via the CSQ configuration. Is it possible to set a wrap-up time for outgoing calls? If so where do I configure it?
We are using UCCX 8.5.
Thanks in advance.
MattyAFAIK, it's not possible to set up wrap up for outgoing calls.
GP. -
UCCX - Can I get a report on hold time for one call
Hello, is it possible to report on the hold time for one particular call? We have a customer claiming they were on hold far longer than the agent claims. We are running UCCX 8.5, with CUCM 8.6.
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Error messages in 2651XM GW, cause outbound call failure, reboot fix it
Cisco 2651XM as Gateway, it keep posting these error message and after a period of time, it cause outbound call failure.
Reboot fix it but there're still error messages...
How to fix it? It's IOS bug or hardware issue? How to identify?
Cisco IOS Software, C2600 Software (C2600-IPVOICE-M), Version 12.3(8)T10, RELEASE SOFTWARE (fc2)
Technical Support: http://www.cisco.com/techsupport
Copyright (c) 1986-2005 by Cisco Systems, Inc.
Compiled Wed 03-Aug-05 20:45 by hqluong
ROM: System Bootstrap, Version 12.2(7r) [cmong 7r], RELEASE SOFTWARE (fc1)
cpchn1-g1 uptime is 6 hours, 56 minutes
System returned to ROM by reload at 03:52:44 NZST Tue Apr 17 2007
System restarted at 03:56:27 NZST Tue Apr 17 2007
System image file is "flash:c2600-ipvoice-mz.123-8.T10.bin"
Cisco 2651XM (MPC860P) processor (revision 0x100) with 118784K/12288K bytes of memory.
Processor board ID JAE072000AJ (1555074759)
M860 processor: part number 5, mask 2
2 FastEthernet interfaces
62 Serial interfaces
2 Channelized E1/PRI ports
32K bytes of NVRAM.
32768K bytes of processor board System flash (Read/Write)
See attach detail error messagesCisco 2651XM as Gateway, it keep posting these error message and after a period of time, it cause outbound call failure.
Reboot fix it but there're still error messages...
How to fix it? It's IOS bug or hardware issue? How to identify?
Cisco IOS Software, C2600 Software (C2600-IPVOICE-M), Version 12.3(8)T10, RELEASE SOFTWARE (fc2)
Technical Support: http://www.cisco.com/techsupport
Copyright (c) 1986-2005 by Cisco Systems, Inc.
Compiled Wed 03-Aug-05 20:45 by hqluong
ROM: System Bootstrap, Version 12.2(7r) [cmong 7r], RELEASE SOFTWARE (fc1)
cpchn1-g1 uptime is 6 hours, 56 minutes
System returned to ROM by reload at 03:52:44 NZST Tue Apr 17 2007
System restarted at 03:56:27 NZST Tue Apr 17 2007
System image file is "flash:c2600-ipvoice-mz.123-8.T10.bin"
Cisco 2651XM (MPC860P) processor (revision 0x100) with 118784K/12288K bytes of memory.
Processor board ID JAE072000AJ (1555074759)
M860 processor: part number 5, mask 2
2 FastEthernet interfaces
62 Serial interfaces
2 Channelized E1/PRI ports
32K bytes of NVRAM.
32768K bytes of processor board System flash (Read/Write)
See attach detail error messages -
Time for a new provider methinks: Part 2
Thrilled with the prompt response to my previous post, and the seemingly timely solution to my problem once I'd contacted the care team, I used my phone to call my dad. Peculiarly, my ex-directory number that should be set to "withheld" showed up on his caller ID. So, once again, I had the ever joyful experience of calling the BT customer care call centre!!!
The operative was adamant that his computer showed my "withheld" service as being active so I explained to him that I had called my mobile from my home, ex-directory and "supposed to be withheld" number and there too it had shown up on the caller ID display. Still determined to prove me wrong the operative said that he would have to do a test and would ring me back. He called me back and said that he would be referring my fault back to the engineers.
Then on Saturday the SMS messages started.
#1: Engineers now require access to your home. As we have been unable to get in touch with you PLEASE TEXT US BACK (at your normal rate) with a good time for us to call you. We aim to respond to your message within 4 hours between 8am-8pm.
I have no missed calls on my phone so I SMS back saying that I'm available anytime.
#2: (immediate response) I'm afraid we're closed for the day now. One of our agents will respond when we re-open. Our opening hours are 8am to 8pm Mon-Fri
Given that it was Saturday I'm wondering who it was that sent the messages and today (Sunday) I got another one.
#3: Hello, BT here. The next step is for you to check your apparatus. You can see how to do this on blahblahblah.com!!!!
There's nothing wrong with my apparatus!!! Everything is working just fine nowIf you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you again.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones. -
On our R/3 ECC6 production system ,we have one aRFC call by external system,there are 200000 times per day.
and the response time for the RFC call is 35ms ,Some times its response time(commit time) are much longer and up to 2 seconds.
There is very simple code for the RFC as shown below
insert ztable from table lt_internal_table.
commit work
call function 'function_name'
starting new task 'N'.
tables
it_tab = lt_internal_table.
Regards,
ShiChunQingDear Randorlf ,
Now i can determine that statement "commit work" have a high cost some times.
I write a simple report as show below,
One high cost will occurs per several minutes.
report ztest.
do 10 times.
GET RUN TIME FIELD t1.
INSERT ytest_table FROM TABLE lt_tab.
GET RUN TIME FIELD t2.
t1 = t2 - t1.
WRITE:/ 'insert:',t1,sy-uzeit.
COMMIT WORK.
GET RUN TIME FIELD t3.
t2 = t3 - t2.
WRITE: 'commit:',t2,sy-uzeit.
enddo.
Run results:
insert: 879 16:23:02 commit: 1,713 16:23:02
insert: 1,607 16:23:05 commit: 4,434 16:23:05
insert: 1,265 16:23:08 commit: 3,790 16:23:08
insert: 648 16:23:11 commit: 1,195 16:23:11
insert: 659 16:23:14 commit: 390,208 16:23:15
insert: 640 16:23:18 commit: 1,032 16:23:18
Best regards
shichunqing -
I have two numbers associated with my account. How do I choose which number to use for my outbound call?
This can only be done by toggling the caller ID settings in your account. https://support.skype.com/en/faq/FA1248/
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Hi,
I am planning to start a business in which I am looking at making outbound calls to the existing cutsomers. Is there a possibility that I can take an India number for Skype and share with my customers that you will be receiving a call from 'X' number?
Reiterating I am looking for an outbound call/video call centre? I am looking for an unlimited plan for 5 years
If yes, could you please share the subscription plans.
Regards
Richa Bajaj - IndiaHi Dennis,
I agree with you, this is strange.
The number dialed was 2217-8631 from extension 3784
E_HTSP_SETUP_REQ DNIS=22178631 ANI=3784
Jan 19 00:18:07.900: r2_reg_generate_digits(0/0/0:0(1)): Tx digit '3'
Jan 19 00:18:08.000: htsp_digit_ready_up(0/0/0:0(1)): Rx digit='1'
Jan 19 00:18:08.000: R2 Outgoing Voice(0/0): DSX (E1 0/0/0:0): STATE: R2_OUT_PROCESS_A R2 Got Event 1
Jan 19 00:18:08.000: r2_reg_generate_digits(0/0/0:0(1)): Tx digit '#'
Jan 19 00:18:08.120: htsp_digit_ready(0/0/0:0(1)): Rx digit='#'
Jan 19 00:18:08.120: R2 Outgoing Voice(0/0): DSX (E1 0/0/0:0): STATE: R2_OUT_PROCESS_A R2 Got Event R2_TONE_OFF
Jan 19 00:18:08.120: r2_reg_generate_digits(0/0/0:0(1)): Tx digit '1'
Jan 19 00:18:08.220: htsp_digit_ready_up(0/0/0:0(1)): Rx digit='1'
Jan 19 00:18:08.220: R2 Outgoing Voice(0/0): DSX (E1 0/0/0:0): STATE: R2_OUT_PROCESS_A R2 Got Event 1
Jan 19 00:18:08.220: r2_reg_generate_digits(0/0/0:0(1)): Tx digit '#'
Jan 19 00:18:08.340: htsp_digit_ready(0/0/0:0(1)): Rx digit='#'
Jan 19 00:18:08.340: R2 Outgoing Voice(0/0): DSX (E1 0/0/0:0): STATE: R2_OUT_PROCESS_A R2 Got Event R2_TONE_OFF
Jan 19 00:18:08.340: r2_reg_generate_digits(0/0/0:0(1)): Tx digit '*'
Jan 19 00:18:08.448: htsp_process_event: [0/0/0:0(1), R2_Q421_OG_SEIZE_ACK, E_DSP_SIG_1000]
Jan 19 00:18:08.448: r2_q421_seize_to(0/0/0:0(1)) Tx CLEAR FWDvnm_dsp_set_sig_state:[R2 Q.421 0/0/0:0(1)] set signal state = 0x8
Jan 19 00:18:08.448: htsp_timer - 1000 msec
Jan 19 00:18:08.448: r2_reg_channel_disconnected(0/0/0:0(1)) -
UCCX HR Report for Outbound Calls
Hi,
We are using UCCX 9.0.
In Historical report we able to get the report for outbound call also.
The issue for the Outbound is calls which are not answered by the remote party There is also a call duration though the CUCM CDR shows zero seconds and the Agent Call Records in CAD shows the call and unanswered.
Because of this we are not able to identify the matured calls & non matured calls for the outgoing.
Is there anyway to capture unanswered outbound calls from Historical reports
Thanks,
PaulI must say that I had similar problems with reports for outbound calls on our CC system...after some writings with TAC we concluded that reports for outbound calls in CC system are much more less informational versus inbound calls. So what I want to say is that probably your reporting is working fine and there is just no info for outbound calls which can be utilized and be usefull for you in your reports...
BR,
Dragan -
DTMF Isn't Working When a Call is Placed Outbound from UCCX
I have a script that places an outbound call and when the caller answers the call, I do a get digit string to capture caller input and the DTMF isn't working. The caller is hearing "Are you there?".
Here is the call flow:
Http Trigger into a script
Script places an outbound call using the Place Call command
The call gets answered.
Using the Get Digit String command, the caller hears the prompt that is played with get digit string.
The caller presses keys, but no keys are accepted.
Caller hears "Are you still there" and timesout.
I believe this was working at one time, but the script wasn't used and now we are revisiting this script.
I am using a H.323 gateway. IP phones using the same gateway to reach the PSTN do not have problems with DTMF. Inbound calls to the UCCX script are working when calling into a script with a Menu step.
Your help is appreciated.
Thanks.You are exactly right. I was hitting DP 0 since during the cut I adding a ^ in front of my voip dial-peer pointing to the CUCM cluster. Once I waited to the call volume went down, after 9pm, I was able to do a debug voip dialpeer and I was able to see that the inbound dial-peer was matching.
Thanks for your reply.
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