Ask the Expert: Deployment and Troubleshooting Cisco Unified Contact Center Express (UCCX) Deployments

[ciscomoderator]

With Anirudh Ramachandran  and Abhiram Kramadhati 

Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco UCCX (such as the integration of Cisco Social Miner to provide agent chat and better reporting using the Cisco Unified Intelligence Center), as well as the existing features of Historical Reporting, custom reporting using the historical database, Agent Email services, JTAPI integration with CUCM, and the HA over WAN cluster mechanism.

Anirudh Ramachandran is a customer support engineer at the Cisco Backbone Technical Assistance Center in Bangalore, India. Working in the Asia-Pacific time zone for the last two years, he focuses on Cisco Unified Contact Center Express issues and specializes in Linux, JTAPI/CTI integration, and UCCX system and database issues. He holds the CCNP Voice and UCCX Specialist certifications, and is also a Red Hat Certified Engineer. Anirudh writes tools and automates bug workarounds for UCCX in addition to working on TAC service requests, and currently has authored and co-authored seven such tools. Anirudh graduated from the National Institute of Technology Karnataka with a Bachelor of Technology in Computer Engineering.

Abhiram Kramadhati is an engineer with the Contact Center Backbone team in the Asia Pacific timezone. He has been working with UCCX since he started with Cisco 2 years ago. During his time at Cisco, he has built his expertise around UCCX Telephony applications, JTAPI integration, UCCX system behaviour, LDAP components and also UCCX as IPIVR in UCCE environments. He also works on other technologies including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the region. Abhiram is a Telecommunications engineer from Bangalore, India.

Remember to use the rating system to let Anirudh and Abhiram know if you have received an adequate response. 

They might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video Contact Center subcommunity discussion forum shortly after the event. This event lasts through May 3, 2013. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

[Abhiram Kramadhati]

Hi Anas,

Thanks for your question!

You can send an email from the script. In short, the steps to be taken are:

• Add the SMTP Server in the email subsystem page of UCCX
• Add the email steps in the UCCX script

The different steps you have are:

• Create email
• Attach to email
• Send email

The procedure to implement this and the details about the steps are given in the guide here in Page 76:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx851_step_ref.pdf

Cheers,

Abhiram Kramadhati

[Binny Mathew]

Hi,

I have a suggestion for an enhancement,

While uploading the jars we can not upload jars in a bulk as compared to prompts which we can zip and upload.

In cases when Axis Webservices integration comes into picture we need to upload all the 67 odd jars related to Axis and doing this one by one is an extremely tedious process. Also we have a risk of missing some jars and hence might create some issue during webservice invocation.

So similar to prompt upload why can we not upload jars also in bulk by compressing them.

If we can have this enhancement it will do a great deal of help.

Thanks again for having this post/forum.

Rgds/Binny

[aniramac]

Hi Binny,

Apart from Axis integration, I haven't seen a use case where you would frequently upload as many JARs as you would prompts, is there?

The best way to bring up and discuss this enhancement would be through your Cisco Accounts team, who will put you in touch with the product team.

Thanks & Regards,
Anirudh
"Protocol, then product"

[Chris Chupela]

Hi,

I have a question regarding master/slave configurations with UCCX 8.5.1. I'm looking for a way to determine programatically, or in an automated fashion, who is the master, and who is the slave. I know I can see it from the console. I'm having some difficulty finding information on this.

Regards,

Chris Chupela

[Anthony Holloway]

Chris,

This is an excellent question, one that I would like to know the answer to as well.

I know about the DB master check with:

http:///uccx/isDBMaster

However, I'm not entirely sure if Engine and DB mastership go hand in hand, or if they can be split under certain conditions.  Thanks for asking this great question.

Anthony Holloway

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[aniramac]

Hi Chris and Anthony,

A very easy way to check mastership status is the use of curl. It's a powerful library (available for C, C++, Python, etc.) that allows you to interact with HTTP(S) servers as a browser would: you can open pages, log in to them, and pull the HTML source for pages.

A few clues to get you started with curl-ing the UCCX Control Center - Network Services:

• You can pass the Appadmin username and password using HTTP POST to the URL https:///uccxservice/j_security_check
• What POST fields should you use? Use a browser tampering tool (such as the Firefox add-on Tamper Data) to insert a man-in-the-middle and find out.
• Once you are logged in, what do you do? Request for the URL of the Control Center - Network Services, and grep through it for the div "
  ". Within that div, you will find the URL for that tiny blue M/S GIF image. Hint: the name of the GIF image contains the mastership status.

  Hope this helps!

  Thanks & Regards,
  Anirudh
  "Protocol, then product"