About shshami

shshami · ‎11-06-2013

Hello Saeed, Kiarash, Page 212 on this document explains why. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programmin... Q.Why do the number of abandoned calls shown on the Abandoned Call Detail Activity Report and the number of calls shown on the Contact Service Queue Activity Report not match? A.These values can differ because a Contact Queue Detail record may mark a call as dequeued while a Contact Call Detail record marks the call as abandoned. For example, consider the following workflow: Start Accept Prompt Select Resource -Connect -Queue --Play Prompt (Prompt2) --Dequeue --Play Prompt (Prompt3) End If a call is abandoned during Prompt2 or Prompt3, the Contact Queue Detail record will mark the call as dequeued but not abandoned from any queue. The Contact Call Detail record will mark the call abandoned. In this case, the Contact Service Queue Activity Report will show the call as dequeued from all CSQs for which the call was routed. The Abandoned Call Detail Activity Report will show the call as abandoned from all from all CSQs for which the call was routed. Another reason is that the call gets aborted after being in the queue. Such calls get marked as aborted in the Contact Call Detail record, and as dequeued (if it was dequeued before aborting)/abandoned in Contact Queue Detail record. In this case the CSQ reports will display more abandoned calls than the Abandoned Call Detail Activity Report. Thank you, Shadi

shshami · ‎11-13-2012

Hello, I worked with Michell on this issue, There is a workflow configured to record all calls on th system and this is Not supportd as the Recording feature on CCX is On-demand only and recording all calls causing heavy load on system as we had arounf 3 GB of recorded calls for only 2 days. Michell will keep clearing out and backing up the recording folder (C:\Program Files\Cisco\Desktop_Audio), and the permannet solution is to implement and install Recording application such as Advanced Quality Managent . ******* CCX is not designed to record all the calls of the system and this explained in the CSD guide (page 44): http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/csd66ug-cm.pdf ******* Thank you, Shadi Shami - CCIE Voice 36260 - Unified Communications Cisco TAC

shshami · ‎09-12-2012

Hello Karim, What do you want exacty to do with the Windows Server 20008? do you want to install TSP/ RTMT or what exactly? Thank you, Shadi

shshami · ‎09-12-2012

Hello Jamin, You either need to disable the multicast on the MOH server or to check 'Use Multi-cast for MOH Audio' in the Route Group Thank you, Shadi

shshami · ‎10-01-2011

Hi All, - Restart the AXL webservice on the CallManager. - on the CLI of the UCCX: set uccx provider ip axl if no success, please open TAC case and we will arrange a webex meeting and check the issue. Thanks, Shadi

shshami · ‎10-01-2011

Hi All, This behavior is not a supposed-to-work one. It is not expected to have a direct forward from the script call redirect step destination to a UCCX trigger or even CFA or CFNA (if the Ring No Answer Timer less than 6 seconds). This applies even if you are transferring to a new trigger. In the script guide, the redirect is successful if a hang-up event occurs within a maximum of 5 seconds. Tests proved that this event will show up after these full five seconds as "Event queue time exceeded" info message. Any forwards to triggers before this times expiry will show wrong behaviors. Call will be flushed from after these 5 seconds and won't be considered an inbound call. UCCX is not expecting the transfer happened within few seconds. The solution should be avoiding this redirection from UCCX trigger to another. If redirection is happen, at least five seconds delay should pass before sending the call back to another or same trigger. You can get this behaviour working if you sent the call from the 1st trigger/queue to CUE (Cisco Unity Express) or CUC (Cisco Unity Connection) to play MOH for 5 seconds then to sent the call back to the 2nd trigger/ queue. Regards, Shadi

shshami · ‎10-01-2011

Hello Nate, Try the below workaround: - Create a new Partition and new CSS. - Create Translation pattern to match the numbering-plan, - in this TP: check "Block this pattern". - assign the new partition to this TP. - and assign the created CSS as the Forward CSS. Thanks, Shadi

shshami · ‎09-16-2011

Hi All, This behavior is not a supposed-to-work one. It is not expected to have a direct forward from the script call redirect step destination to a UCCX trigger or even CFA or CFNA (if the Ring No Answer Timer less than 6 seconds). This applies even if you are transferring to a new trigger. In the script guide, the redirect is successful if a hang-up event occurs within a maximum of 5 seconds. Tests proved that this event will show up after these full five seconds as "Event queue time exceeded" info message. Any forwards to triggers before this times expiry will show wrong behaviors. Call will be flushed from after these 5 seconds and won't be considered an inbound call. UCCX is not expecting the transfer happened within few seconds. The solution should be avoiding this redirection from UCCX trigger to another. If redirection is happen, at least five seconds delay should pass before sending the call back to another or same trigger. You can get this behaviour working if you sent the call from the L1 Agents to CUE (Cisco Unity Express) or CUC (Cisco Unity Connection) to play MOH for 5 seconds then to sent the call back to L2 Agents' Queue.

shshami · ‎06-14-2011

Hi Guillermo, Disconnect any Network Drive. I suggest you upgrading to 4.3 as both 4.1 and 4.2 are end of support. Thanks, Shadi

shshami · ‎05-30-2011

Hello Jon, 1. In UCCX 5.0, the password of the CSD will stored locally on the UCCX server: the default password is the same as the user ID, but you can change it from Cisco Desktop Administrator. starting from 7.0, the password is pulled from the CUCM/ Active Directory. 2. UCCX 5.0 and CUCM 8.5 are NOT compatible with each others, and you will face unexpected behaviours, so you need to upgrade the UCCX to a supported version. Thanks, Shadi

shshami · ‎05-30-2011

Hello, 1. In UCCX 5.0, the password of the CSD will stored locally on the UCCX server: the default password is the same as the user ID, but you can change it from Cisco Desktop Administrator. starting from 7.0, the password is pulled from the CUCM/ Active Directory. 2. UCCX 5.0 and CUCM 8.5 are NOT compatible with each others, and you will face unexpected behaviours, so you need to upgrade the UCCX to a supported version. Thanks, Shadi

shshami · ‎05-30-2011

Hi Henrique, The simple way for you is to create a Translation pattern and there you an modify both calling and called numbers; - Call Routing >> Class of Control >> Partition: addnew partition"PT_41" - Call Routing >> Class of Control >> Calling Search Space: addnew one "CSS_41", and select the new partition "PT_41" only. - Go to the Gateway page >> under "Calling Search Space", memorize the current one and change it to the new "CSS_41" - Call Routing >> Translation Pattern >> Add new, and fill the parameters as below: Translation Pattern: 'choose the called number format' or simply use only "!" Partition: select "PT_41" Calling Search Space: select the old one that was selected on the Gateway. Here, you can change anything with Calling and/or called numbers As you want to change the calling number only, apply the bellow on the Route Pattern: Calling Party Tranformation Mask: 4100XXXX Thanks, Shadi

shshami · ‎05-30-2011

Hello, Add more details please,, and confirm if the below call flow correct: PSTN (3251XXXX) ---- E1 ---- PBX (4100XXXX) ---- CUCM --- > And you want to change the Calling numbers from 3251XXXX -- > 4100XXXX, is that correct? How the PBX connected to CUCM? - Did you try Calling Party Transformation? or a Translation Pattern?? Thanks, Shadi

shshami · ‎05-27-2011

Hello,, This is the same as if we have only the Publisher and other Subscribers down! In this scenario, the backup will show that failing to backup the Subscribers, but will proceed. Here all MOH and other TFTP files which located on the Subscribers will not be backed up and wil be lost. if that fine for you, please restart the DRF Master & Local on the Publisher and retry the backup again. If any error appeared, try to collect the logs from RTMT and take a look at them. Thanks, Shadi

shshami · ‎05-26-2011

Hello, This is cannot be configured,, Thanks,

Date Registered	‎05-19-2011 03:27 AM
Date Last Visited	‎08-18-2017 03:56 AM
Total Messages Posted	18
Total Helpful Votes Received	20

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