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- About Quigath
09-18-2019
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Member since
02-01-2018
107
Posts
38
Helpful
7
Solutions
Created by
Quigath
in Contact Center
in Contact Center
02-15-2019
10:34 AM
02-15-2019
10:34 AM
You can either code up a CVP wrapper in java or, of you have a separate vxml server you can create a new ExternalScript/MicroApp in ICM. Eg: "GS,yourExternalAppAddress,V", where the Address gets appended on to your user.microapp.media_server property value.
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02-11-2019
05:35 PM
I have an application that needs to initiate calls to customers. Also, I need to have an agent reserved in case the customer wants to transfer to an agent from my calling IVR. They are a high-priority customer and should not have to wait in the regular agent queue.
Too accomplish this, I have looked into at least three different technologies: Outbound dialer, the CTI Client/Server, and the Finesse API.
Please help me decide which technology to use. Are there other ways of making calls I have not considered?
Outbound: It seems that the outbound mechanism works for what it's intended for. It has no ability to interact with agent reservation and is generally not very customizable. Can easily make an out call with an IVR, then to an agent.
CTIOS: An end-of-life api that requires .net code. Powerful yet detailed options since it is all customized per project.
Finesse: A growing API for agent information. Has a mix of simple code for common agent tasks, but does it have the depth to make a call at the level I need?
It sounds like I'm leaning towards Finesse, but is it able to do things like make a new call and connect it to an IVR? I don't have much practical experience with either of these technologies.
UCCE 11.6 system
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Labels:
01-25-2019
12:31 PM
I'm looking to use the CallbackServlet for some custom work. Did you ever figure out an api or documentation for it? I've found the valid methods from the jars, but it's a struggle to know what the effect of calling any of the methods will be.
I asked TAC and they said it was all proprietary and closed-source.
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01-18-2019
09:24 AM
I think you have to register each user. What do you have under Cisco Unified CM Administration > Device > Phone?
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Created by
Quigath
in Contact Center
in Contact Center
01-14-2019
01:54 PM
01-14-2019
01:54 PM
There is no trivial solution to this. My immediate response would be that you can check the logs to see all the menus a caller traversed, then just look at the last two.
If that doesn't satisfy, you need to give more detail on your requirements and programming capability.
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01-14-2019
01:50 PM
I have a UCCE 11.6 lab system where I'd like to find the low-level real-time data on queued calls.
I'm not sure if I'm looking for an API or a Database. Do you know which Cisco doc talks about this?
I had heard that there's an Informix database I can connect to to get this data. I know there are Reports for this info but I need something accessible programmatically.
I port scanned for an open DB connection but didn't find anything. I'm not even sure which machine this DB would be hosted on: AWHDS, PG, CVP, etc.
So can you help me find how to get queued-call information this way?
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Labels:
Created by
Quigath
in Contact Center
in Contact Center
01-04-2019
04:46 PM
01-04-2019
04:46 PM
Of course this is possible, it just depends on how much coding you're comfortable with and what the end result should be. Have you already looked at the Social Miner API? What have you tried or are considering?
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Created by
Quigath
in Contact Center
in Contact Center
01-04-2019
04:41 PM
01-04-2019
04:41 PM
Tell us more about what type of system you're on.
UCCX version?
At what point in the call are you trying to dial the other cluster? What have you tried so far?
Posting screenshots and code are helpful.
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01-02-2019
09:37 AM
How are you sending the call data to and from the VAR? Please post code or screenshots if possible.
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Created by
Quigath
in Contact Center
in Contact Center
12-13-2018
04:18 PM
12-13-2018
04:18 PM
If you're suggesting, as an IVR design, that your caller be allowed to change languages mid-call; that sounds like a bad design to me. If the caller decides they chose the wrong language, I think that the best option would be to hang up and try again. Or maybe allow then to go back to a top-level menu where the language can be re-selected.
Assuming your IVR's purpose is to present information to the caller.
If you're doing some kind of phone-based translation service then of course do whatever you need to :)
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Created by
Quigath
in Contact Center
in Contact Center
12-13-2018
04:13 PM
12-13-2018
04:13 PM
So you have a PCCE sandbox lab set up. Which version?
In my experience, those sandboxes are pretty locked down. I was not able to talk to any outside networks from a UCCX lab I was working on a few weeks back.
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Created by
Quigath
in Contact Center
in Contact Center
12-13-2018
04:11 PM
12-13-2018
04:11 PM
Can you set the timeout for each element rather than on the root level setting? If that works then it might be a bug in the way the root-level setting is being interpreted.
Can you post how you're setting the root-level setting? A screenshot or some code would be great.
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12-13-2018
04:06 PM
TAC helped me out with this one (thanks Mr. Duran!).
In my AWHDS there is a setting for the Network VRU script list. There, each network VRU script has a timeout. This was default set to 180 seconds which is exactly 3 minutes. I changed them all up to 1800 to give me 30 minutes and problem solved.
Log:
10.10.90.9.1544664787021.0.OrderLookupDemo,12/12/2018 17:36:07.444,,end,how,hangup
10.10.90.9.1544664787021.0.OrderLookupDemo,12/12/2018 17:36:07.444,,end,result,normal
10.10.90.9.1544664787021.0.OrderLookupDemo,12/12/2018 17:36:07.444,,end,duration,180
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12-05-2018
09:46 AM
Where's your error message? What makes you think it's not working? Screenshots please.
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Created by
Quigath
in Contact Center
02-15-2019
02-15-2019
You can either code up a CVP wrapper in java or, of you have a separate
vxml server you can create a...
02-11-2019
I have an application that needs to initiate calls to customers. Also, I
need to have an agent reser...
01-25-2019
I'm looking to use the CallbackServlet for some custom work. Did you
ever figure out an api or docum...
01-18-2019
I think you have to register each user. What do you have under Cisco
Unified CM Administration > Dev...
01-14-2019
There is no trivial solution to this. My immediate response would be
that you can check the logs to ...
01-14-2019
I have a UCCE 11.6 lab system where I'd like to find the low-level
real-time data on queued calls. I...
01-04-2019
Of course this is possible, it just depends on how much coding you're
comfortable with and what the ...
Created by
Quigath
in Contact Center
01-04-2019
01-04-2019
Tell us more about what type of system you're on. UCCX version? At what
point in the call are you tr...
01-02-2019
How are you sending the call data to and from the VAR?Please post code
or screenshots if possible.
Created by
Quigath
in Contact Center
12-13-2018
12-13-2018
If you're suggesting, as an IVR design, that your caller be allowed to
change languages mid-call; th...
Created by
Quigath
in Contact Center
12-13-2018
12-13-2018
So you have a PCCE sandbox lab set up. Which version? In my experience,
those sandboxes are pretty l...
Created by
Quigath
in Contact Center
12-13-2018
12-13-2018
Can you set the timeout for each element rather than on the root level
setting? If that works then i...
12-13-2018
TAC helped me out with this one (thanks Mr. Duran!). In my AWHDS there
is a setting for the Network ...
Public Statistics
| Date Registered | 02-01-2018 10:30 AM |
| Date Last Visited | 09-18-2019 01:01 AM |
| Total Messages Posted | 107 |
| Total Helpful Votes Received | 38 |
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