Hello Mark. Per your “Queue to Skill Grp” node inquiry. FYI – The answer to your question actually depends on how your ICM script is written \ configured. Note: You can prioritize agents within a skill group. But basically when using a “Queue to Skill Group” node, you can configure the agent skill groups to your needs and requirements, but there are a few documented things to consider. If you use the Queue to Skill Group node instead of Queue to Enterprise Skill Group, then do not use the base priority within the Queue node unless the option is enabled in the router through the registry. If agents are assigned to base skill groups, use base skill groups in this node; if they are assigned to sub-skill groups, use sub-skill groups. If the script has both Queue to Skill Group and Queue to Enterprise Skill Group nodes, then do not include skill groups defined within the Queue to Skill Group nodes that belong to the enterprise skill groups that are defined within the Queue to Enterprise Skill Group node. However, you can add other node types, like “LAA” aka “Select” or “If”, prior  to the “Queue to Skill Grp” node, that define how calls are also routed to the agents. Example: In your ICM script, if you have a “Queue to Skill Grp” node configured w\ two skill grps, (1 & 3), so Skill grp 1 is configured first, then skill grp 3, if all agents are busy in skill grp 1, then yes calls should flow to skill grp 3. Just be apprised that if your script has "select" nodes, configured as "LAA", or some other similar node rule, it will follow that criteria, where although skill grp 1 agents are configured first in the “Queue to Skill Grp” node list, if agents in skill grp 3 have been available the longest, the skill grp 3 agent calls will receive the call first. Here is a URL link to the ICM Scripting and Media Routing Guide to assist you in creating your ICM script. http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html Bernard ... View more

Hello Muzammel. What is your local language and what languages do you have checked via AppAdmin > System  Languages Configuration? The UCCX system prompts are recorded in the default system language, usually English. If you are unable to locate system prompts in your desired language you will have to re-record new prompts and upload them. Then I would suggest you have a menu step inserted into the script that would give the callers the option to choose which language. Be apprised that this would entail having either a menu step in the existing script, which had properties configured to route to language branch trees, within the same script w\ the various recored language prompts, or to entirely different scripts, that played the recorded prompts, in thereqeusted language of choice. B. ... View more

D. Usually the HTTP browser error 404 means "Page Not Found", "File not Found", or "File and Directory Not Found". So clarify what task \ procedure you are performing \ utilizng when you state you, "browse to location" and receive the error 404. Because right after that statement, you also convey that "the browser can successfully open the doc". Are you saying the script can't open the xml doc and browser can? The good thing is that the doc opens successfully from the browser and means the communication is fine. On the other hand, this is an indication that the script cannot find the xml doc for some reason, via some method. So I would check the script varibale that contains the URL link associated with the holiday xml file you are trying to utilize. As long as it is not a subflow script, you can follow a call via an "Reactive debug", in the CRS Editior. You can also enable "ENG" and "JTAPI" tracing, (now located in the Linux "Cisco Unified CCX Serviceability > Trace > "CM Telephony client" & and "CCX Engine  > Managers" Services respectively), and view the failure reason, via "Engine" and "JTAPI Client" RTMT logs. B. ... View more

D. Do you have a successful working DB, where the "Refresh DataBase Schema" is updating \ sync'ing correctly? Is this issue happening to all DB Read Scripts or just some or one? Was the new ODBC \ DSN connection test successful? Although the task usually takes a few minutes sometimse, is the "Refresh Database Schema" just hanging, when opening a script w\ DB Read step, and selecting the DB read step > properties > "Refresh Database Schema"? The refresh DB schema should just be performing a re-sync to the selected DB source. If you have another DB source that works successfully, try it with a different DB read script, and perform a schema refresh if you can. It will help you isolate the issue to script or DB source. It has been my experience, that once the ODBC and DB source configuration are completed and successful, the only issue w\ inoperability has been either script, credential, or actual Datasource related issues. The best practice for editing an existing script, under any circumstances, is to open, make new config changes, rename the script, (usually using an extra #, version, or date), validate, then upload the new script. You then change the UCCX application to route to the new script and refresh the application. B. ... View more