I don't know, I tried all kinds of things to make this happen: transfers, conferences, ring no answer, direct non ACD, etc. No matter what, the handled was never incremented without the offered incremented too. You might have a bug on your hands. I searched the bug search for you, but nothing showed up for me. I'd recommend a TAC case. ... View more

The tag they applied to the post shows it's for UCCX. ... View more

#3 I think because call center people have headsets plugged into their phone already, and not their PC, the change was a good one. But that's just my opinion. On a related note, you could just switch to softphones, and bam, problem solved. ;) ... View more

It looks like the number one offending application in that report as far as abandons go is BHRS_MAT. Would it be possible for your to post the full script here, or could you at least do a Ctrl+F to find the step called Set Contact Info? Also, for your benefit and others, all calls start off as a disposition of 1, essentially. Then it is changed to another value, depending on what the outcome of the call was. E.g., Agent answers = 2 for Handled. Therefore, if you're getting 1's in your report, it simply means, nothing happened to mark the call as handled, before the call ended. There's only two ways that can happen: 1) Select Resource step successfully connects the caller to an Agent 2) Set Contact Info step marks the call as Handled Also, you're getting quite a few ~15 mark abandons in your CSA_CFRE_Callback app. This is likely due to a max steps being executed error event. You can see if that's the case by running the following command on the CLI of your UCCX master node: file search activelog uccx/log/MIVR "maxexecutedstepsexceeded" ignorecase ... View more

Oh I see, you pulled MADM logs off UCCX. I was pulling AXL logs off of CUCM. But there is a line above where your logs start which would look like this:   6172671: Nov 14 13:29:25.420 CDT %MADM-LIB_AXL-7-UNK:[MADM_LIB_AXL_CMD_EXECUTOR-20-834-com.cisco.config.axl.CCMUserAuthenticationSOAPAdmin] ExecutionCmd: AXL-ExecutionCmd-6074.CCMUserAuthenticationSOAPAdmin: <?xml version='1.0' encoding='utf-8'?><soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"><soapenv:Body><ns:doAuthenticateUserResponse xmlns:ns="http://www.cisco.com/AXL/API/10.0"><return><userAuthenticated>false</userAuthenticated><code>1</code><daysToExpiry>0</daysToExpiry></return></ns:doAuthenticateUserResponse></soapenv:Body></soapenv:Envelope> In that above example log line, I intentionally typed my password wrong. ... View more

Since the LDAP authentication process seems to be working, I would focus my attention on the Admin permission. Can you post some screenshots confirming what you've configured and tested? There really isn't any additional "trick" to get this to work.   Can you turn up the AXL logging to debug level and attempt the login?   This is what I see on my system when I login to UCCX with an LDAP account:   2019-11-14 12:02:16,736 INFO [http-bio-443-exec-85562] servletRouters.AXLAlpha - Executing api: doAuthenticateUser in axis 2019-11-14 12:02:16,736 DEBUG [http-bio-443-exec-85562] wrappers.RequestNamespaceWrapper - Inside Request Wrapper 2019-11-14 12:02:16,736 DEBUG [http-bio-443-exec-85562] servletRouters.AXLAlpha - AXL REQUEST : <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ns="http://www.cisco.com/AXL/API/10.0"><SOAP-ENV:Header/><SOAP-ENV:Body><ns:doAuthenticateUser><userid>AHolloway</userid><password>***********</password></ns:doAuthenticateUser></SOAP-ENV:Body></SOAP-ENV:Envelope> 2019-11-14 12:02:16,737 DEBUG [http-bio-443-exec-85562] servletRouters.AXLAlpha - Request processed by AXIS 2019-11-14 12:02:16,738 DEBUG [http-bio-443-exec-85562] axlapiservice.Handler - dbConnector Initialization in handler.java 2019-11-14 12:02:16,739 DEBUG [http-bio-443-exec-85562] axlapiservice.Axl - Connection given to current thread 2019-11-14 12:02:16,851 DEBUG [http-bio-443-exec-85562] axlapiservice.DoHandler - DoAuthenticateUser completed 2019-11-14 12:02:16,851 DEBUG [http-bio-443-exec-85562] axlapiservice.Axl - Connection closed and hashmap entry removed in AXL.java closing connection 2019-11-14 12:02:16,854 DEBUG [http-bio-443-exec-85562] servletRouters.AXLAlpha - <?xml version='1.0' encoding='utf-8'?><soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"><soapenv:Body><ns:doAuthenticateUserResponse xmlns:ns="http://www.cisco.com/AXL/API/10.0"><return><userAuthenticated>true</userAuthenticated><code>0</code><daysToExpiry>0</daysToExpiry></return></ns:doAuthenticateUserResponse></soapenv:Body></soapenv:Envelope> 2019-11-14 12:02:16,854 DEBUG [http-bio-443-exec-85562] servletRouters.AXLAlpha - Finished processing request ... View more

Better reporting in general is needed! Like, you can only pick one item to filter the report by? What? ... View more

It's hard to say where your issue is based on that description. I would advise you to start with a blank script, and simply put the Send HTTP Response step in there, sending the following document back TEXT[hello, world!]. Then save it to the repository, create a new application, and new HTTP trigger. The trigger name can be called test if you like. You'll notice that if you enter test as the name, it will be saved as /test, but that's fine. Then in your browser, navigate to http://<uccx>:9080/test to see if the browser shows hello, world! to you. Let me know how it goes from there, and we can build up to what you are ultimately trying to do. ... View more

Unfortunately, with the way the Failed branch of the Connect step works, you wont be able to do what you want to do with this.   See this video snippet for proof that the steps in the failed branch do not execute in some scenarios: https://www.youtube.com/watch?v=kwEVBkka_Mo ... View more

Unfortunately, it looks like the documentation you linked is telling us that the out of the box gadget is for UCCE only, and that the prior solution: permalink embedding, is still an option otherwise. You will need to use this gadget method described here: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/CUICSampleGadget ... View more

Nope, just use it where you would normally use a prompt variable. E.g., Play Prompt (--Triggering Contact--, P[YouAreThe.wav] + #[position_in_queue] + P[CallerInQueue.wav]) ... View more