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- About Michael Turnbow
07-24-2019
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Member since
10-17-2007
67
Posts
75
Helpful
7
Solutions
Created by
Michael Turnbow
in Collaboration, Voice and Video Videos
in Collaboration, Voice and Video Videos
01-31-2013
07:29 AM
01-31-2013
07:29 AM
It would then be necessary to look at the EEM logs to see what is happening. I suggest opening a TAC case and let them take a look. Thanks, Mike
... View more
Created by
Michael Turnbow
in Collaboration, Voice and Video Videos
in Collaboration, Voice and Video Videos
01-31-2013
07:04 AM
01-31-2013
07:04 AM
Hi Shameer, Nothing in CAD should be blocking attachments. There is probably some setting in Exchange for this mailbox that is not accepting the emails with attachments and it's causing them to be not routeable. If you are sure that the Exchange settings are not causing the issue then I suggest you open a case with TAC to allow them to review the logs and see what EEM maybe doing with that message and attachment when it comes in. One other thing. What if you try to attach a .txt or .pdf file rather than a wav? Does that work? thanks, Mike
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12-14-2011
08:26 AM
Your options are going to be limited to creative scripting I think unless you want to have separate phones for the agents. If they had separate phones you could use one for the ICD and the other for the voicemail's.
... View more
Created by
Michael Turnbow
in Contact Center
in Contact Center
12-14-2011
08:05 AM
12-14-2011
08:05 AM
Perhaps you can attach a screenshot of what you are talking about. I am not sure I understand what you are asking.
... View more
12-13-2011
04:12 PM
Hi, The email is actually a step in the script that you would need to configure. I tried to find a sample script but wasn't able to unfortunately. I believe the email step will work with Enhanced. Thanks
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12-13-2011
01:42 PM
Be sure to follow the Before You Begin section of this document which is on page 172 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/programming/guide/uccx80hradm.pdf This will help you setup your ODBC connection. It's a good guide.
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Created by
Michael Turnbow
in Contact Center
in Contact Center
12-13-2011
01:32 PM
12-13-2011
01:32 PM
Hi, Not sure I understand the question. First what version are you talking about? Second, if this is 8.x then the first node is "always" the PUB regardless of whether it is master or standby. This is by design. If the subscriber is the Master you will see that all services EXCEPT the database services are set to "M". On the first node the database services will show to be "M" for that node even though the rest of the services are set to "S". Both servers are still in sync and the data is the same. This is simply a relationship design.
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12-13-2011
01:27 PM
Unfortunately yes, only version 11 is compatible. It's likely v14 would not accomplish what you are wanting to do.
... View more
12-13-2011
01:24 PM
Hi, What some customers do is send the caller to a subscript that will compile an email to send to whatever email you determine and then send the customer to voicemail. So you can have an email broadcast out to the team with the different brand letting them know there is a voicemail. There are several creative options like this that will take a bit of scripting but should work for you. You can check the script repository for ideas on canned scripts. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/script_repository_701.zip
... View more
Created by
Michael Turnbow
in Contact Center
in Contact Center
12-13-2011
01:14 PM
12-13-2011
01:14 PM
Most commonly there is a misunderstanding of what is really being reported for the different reports. What report are you referring to in the history reports and how does that relate to what you are looking at in supervisor desktop? There are good reasons why reports will show different values and the difference is most always found in what is actually being reported per the specific report. It's very hard for this reason to match a RTR with a historical report because they are coming up with the numbers (in this example abandoned calls) in a different way and for a different purpose. For example: Say in the Supervisor RTR you are looking at abandoned calls for the Team 'Sales' and in the Historical reports you are looing at the Abandoned Calls Summary Report looking at the Sales CSQ. It may seem like the same thing but one is reporting on a "team" and the other is reporting on a CSQ. So check to see what is being reported on first. Here is the documentation for the historical reports. Chapter 3 is where you want to look. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf Then if you still believe there is some difference please post back with some details about the difference to help us isolate what may be happening. Screenshots, attaching a report, etc...
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10-25-2011
03:11 PM
Hi Juan, I am assuming you mean the default script that is used for the Application settings correct? That script is what is played if the main script fails for some reason. So if your caller calls into a script and for some reason that script fails, they will fall to the 'default' script which says something like "we're sorry, we are unable to complete your call".. or something of that nature. If you wanted your callers to hear something custom like "Thank you for calling ABC bank, we are currently experiencing technical difficulties and will direct you to voicemail..." you could use some other script in place of the 'default' script. This is all the 'default' script does. It will not deliver a call to CAD. It's used as an error play back script. Hope this helps. Mike
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Created by
Michael Turnbow
in Contact Center
in Contact Center
10-25-2011
03:06 PM
10-25-2011
03:06 PM
Hi DS, The HR records are setup on a purge schedule which is defined in Appadmin under Tools and Historical Reporting. Here you can set the max size you want your database to get to before it performs a purge operation on the oldest records. There are also other settings to define purges. You will need to check your configuration to determine how long the data is there and when it will be purged. The data is kept in the SQL database (possibly in MSDE if a single node) and the database name is db_cra. Hope this is helpful but let me know if you have any questions. Mike
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Created by
Michael Turnbow
in Contact Center
in Contact Center
10-25-2011
02:57 PM
10-25-2011
02:57 PM
Hi Andreas, It appears you are hitting this defect: CSCtg94342 This should be resolved in 8.5 though. Are you on the base version or SU1 or SU2? Let me know and I'll find out if it is actually resolved there or not.
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Created by
Michael Turnbow
in Contact Center
in Contact Center
10-25-2011
02:46 PM
10-25-2011
02:46 PM
Hi Not sure I understand what you are actually going to do but you do have to follow the upgrade path. So whether you are upgrading data, config or licenses it will be the same. The upgrade path goes like this: 3.5 -> 4.0(5) 4.0(5) -> 7.0(1) 7.0(1) -> 8.5.1 So if you are only upgrading the licenses and plan to just manually recreate the config in 8.5 (no migrating of data across different tools) you will need the base 3.5 license, the Upgrade license for 3.5 to 4.0, the upgrade license from 4.0 to 7.0 and the upgrade license from 7.0 to 8.5. Or, to simplify all of this, you may be able to go to the Licensing team and have them see if they can give you a stand alone 8.5 license. They may be unwilling to do this though but if they are you would need to have all your PAK codes and Serial numbers. Hope this helps.
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UCCX 8.5 - Reporting on transfered out ...
in Contact Center
10-19-2011
12:30 PM
10-19-2011
12:30 PM
Hi Matt, I think you can do this using Session Info Step in the script and then using the Call Custom Variables Report. See Page 80 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf Programming guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx851_step_ref.pdf Once you setup the variables you can run the report and see how many times the script hit those variables. I think this is what you are looking for. thanks, Mike
... View more
Created by
Michael Turnbow
in Collaboration, Voice and Video Videos
01-31-2013
01-31-2013
It would then be necessary to look at the EEM logs to see what is
happening. I suggest opening a TAC...
Created by
Michael Turnbow
in Collaboration, Voice and Video Videos
01-31-2013
01-31-2013
Hi Shameer,Nothing in CAD should be blocking attachments. There is
probably some setting in Exchange...
12-14-2011
Your options are going to be limited to creative scripting I think
unless you want to have separate ...
12-14-2011
Perhaps you can attach a screenshot of what you are talking about. I am
not sure I understand what y...
12-13-2011
Hi, The email is actually a step in the script that you would need to
configure. I tried to find a s...
12-13-2011
Be sure to follow the Before You Begin section of this document which is
on page
172http://www.cisco...
12-13-2011
Hi,Not sure I understand the question. First what version are you
talking about? Second, if this is ...
12-13-2011
Unfortunately yes, only version 11 is compatible. It's likely v14 would
not accomplish what you are ...
12-13-2011
Hi,What some customers do is send the caller to a subscript that will
compile an email to send to wh...
12-13-2011
Most commonly there is a misunderstanding of what is really being
reported for the different reports...
10-25-2011
Hi Juan,I am assuming you mean the default script that is used for the
Application settings correct?...
10-25-2011
Hi DS,The HR records are setup on a purge schedule which is defined in
Appadmin under Tools and Hist...
Created by
Michael Turnbow
in Contact Center
10-25-2011
10-25-2011
Hi Andreas,It appears you are hitting this defect: CSCtg94342 This
should be resolved in 8.5 though....
10-25-2011
HiNot sure I understand what you are actually going to do but you do
have to follow the upgrade path...
Created by
Michael Turnbow
in Contact Center
10-19-2011
10-19-2011
Hi Matt,I think you can do this using Session Info Step in the script
and then using the Call Custom...
Public Statistics
| Date Registered | 10-17-2007 10:48 AM |
| Date Last Visited | 07-24-2019 02:49 AM |
| Total Messages Posted | 67 |
| Total Helpful Votes Received | 75 |
Helpful Votes From
| User | Helpful Count |
|---|---|
| 5 | |
| 10 | |
| 5 | |
| 5 | |
| 5 |
