08-25-2012 11:53 PM - edited 03-19-2019 05:26 AM
I have UCCX 8.5 and CUCM 8.0 how can i create a calling from out side and UCCX is responce that call.what is basic steps ? i try it but i m confused about steps from starting can i create a DN in CM for incoming calls ?
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08-26-2012 01:40 AM
Hi Khalid Khan,
Please refer the below link for integrating CUCM with UCCX.
Hope this helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !!
08-26-2012 02:24 AM
Hi Khalid,
Please make sure that you have opted for some recording sessions in the UCCX Admin-.System parameters page.
Connect your CAD Agent's phone in daisy chain mode. (Switch port->IP phones middle LAN port->Side LAN port to Desktop\PC).
SPAN to PC port is enabled.
You can either start the recording from the CSD or CAD (enable some custom task buttons through CDA for CAD).
Make a test call and test recording.
Refer the below links\info for more information on the recording\monitoring in UCCX.
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml
Configure Automatic Recording for CAD agents:
https://supportforums.cisco.com/docs/DOC-12335
Remote Monitoring on Cisco Unified Contact Center Express 8.x,
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080b5e901.shtml
check list for the voice monitor.
1. Ensure that the CAD and CSD version installed are of the same version.
2. For the agents phone, please ensure the following things are configured as follows:-
a. There is no shared line for the ICD extension for the agent.
b. Span to PC ports – Enabled
c. PC voice VLAN access- Enabled
d. PC port – Enabled
e. Advertise G.722 codec- Disabled
3. On the Agents PC:
a. Please ensure there is no antivirus or firewall
b. Check the NIC binding order on the machine is correct, the active LAN card should always be on top.
c. Please check the NIC binding order by running the PostInstall on the agents PC.
• The first screen showed the IP address of the UCCX server, click OK.
• Then it showed the screen for the Cisco Agent Desktop Configuration Setup
• Under the VoIP monitor service, select the appropriate NIC or IP address under Adapter
• Clicked Apply after selecting the NIC card.
• Logout the agent and login back.
4. On the Cisco Desktop Administrator, please ensure that the agents MAC address has the desktop based monitoring has the Enable Desktop Monitoring check box checked in case of desktop based monitoring and unchecked in case span based monitoring.
Couple of other threads on Recording\Monitoring,
https://supportforums.cisco.com/thread/2130076
--------------------------------
Hope this helps.
Anand
Please rate helpful posts !!
08-26-2012 01:40 AM
Hi Khalid Khan,
Please refer the below link for integrating CUCM with UCCX.
Hope this helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !!
08-26-2012 02:04 AM
Dear Anand,
Thanks for this link. i have connect is now and its working fine, How can i assign incoming calls working uccx recording. from internal i have done it.
08-26-2012 02:24 AM
Hi Khalid,
Please make sure that you have opted for some recording sessions in the UCCX Admin-.System parameters page.
Connect your CAD Agent's phone in daisy chain mode. (Switch port->IP phones middle LAN port->Side LAN port to Desktop\PC).
SPAN to PC port is enabled.
You can either start the recording from the CSD or CAD (enable some custom task buttons through CDA for CAD).
Make a test call and test recording.
Refer the below links\info for more information on the recording\monitoring in UCCX.
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml
Configure Automatic Recording for CAD agents:
https://supportforums.cisco.com/docs/DOC-12335
Remote Monitoring on Cisco Unified Contact Center Express 8.x,
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080b5e901.shtml
check list for the voice monitor.
1. Ensure that the CAD and CSD version installed are of the same version.
2. For the agents phone, please ensure the following things are configured as follows:-
a. There is no shared line for the ICD extension for the agent.
b. Span to PC ports – Enabled
c. PC voice VLAN access- Enabled
d. PC port – Enabled
e. Advertise G.722 codec- Disabled
3. On the Agents PC:
a. Please ensure there is no antivirus or firewall
b. Check the NIC binding order on the machine is correct, the active LAN card should always be on top.
c. Please check the NIC binding order by running the PostInstall on the agents PC.
• The first screen showed the IP address of the UCCX server, click OK.
• Then it showed the screen for the Cisco Agent Desktop Configuration Setup
• Under the VoIP monitor service, select the appropriate NIC or IP address under Adapter
• Clicked Apply after selecting the NIC card.
• Logout the agent and login back.
4. On the Cisco Desktop Administrator, please ensure that the agents MAC address has the desktop based monitoring has the Enable Desktop Monitoring check box checked in case of desktop based monitoring and unchecked in case span based monitoring.
Couple of other threads on Recording\Monitoring,
https://supportforums.cisco.com/thread/2130076
--------------------------------
Hope this helps.
Anand
Please rate helpful posts !!
09-15-2012 11:41 AM
Dear eah and everything is Done. just i want to know about how to Call reached Ext after recording finished. means Dail 1 or 2 for opreator or put your Ext,
its working when i dial internal call.but when i call from PSTN recording is working but call cannot reached to Ext.
kindly sovle with me this issue,
09-16-2012 09:02 AM
Let me see if I understand correctly, you have a script that points an option to an extension or you enter an extension, this works fine for call originating from IP phones, but when you call from outside it does not? Do you hear the IPCC prompts and then when you enter the option or extension it does not work? If so what error are you hearing?
Or when you call from PSTN you do not hear anything at all or get fast busy? If this is the case you need to ensure the CSS assigned to the ingress GW includes partition of the CTI Ports, not just the CTI Route Point.
HTH,
Chris
02-05-2013 11:25 AM
Dears ,,
How can i Assign when the recording start for caller "press 1 for Reception press 2 Oppreator"
How can i Assign these 1 , 2 numbers when any one press 1 call will transfer to direction of Ext.
02-05-2013 11:31 AM
Either use Menu step and map the caller inputs to desired destination and then use call redirect step to transfer the call, or use get digits strip and do the same.
HTH,
Chris
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