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- About bill.king1
08-22-2019
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Member since
06-28-2012
474
Posts
256
Helpful
39
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Created by
bill.king1
in Contact Center
in Contact Center
08-22-2019
08:49 AM
08-22-2019
08:49 AM
The reports will show, but there are one click logins that can be done like outlined in this link, but definitely not something you'd want to recommend. https://community.cisco.com/t5/collaboration-blogs/one-click-logins/ba-p/3664067
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Created by
bill.king1
in Contact Center
in Contact Center
08-19-2019
11:56 AM
08-19-2019
11:56 AM
That all depends on what you want to do when an answering machine is detected. You might want to send it to an agent or you might want to play a recording, or you might want to hang up the call. In the same Cisco guide you'll see parameters in the Campaign configuration section, like adjusting the analysis time for instance. Here's some background on that value, but there are others. I believe there's a Cisco white paper on their site as well that talks about it too. Number of milliseconds spent analyzing this call. If there is a short agent greeting on an answering machine, then a longer value here categorizes that answering machine call as voice. If the call is to a business where the operator has a longer scripted greeting, a shorter value here categorizes the long, live greeting as answering machine. Default is 2500.
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Created by
bill.king1
in Contact Center
in Contact Center
08-19-2019
05:06 AM
08-19-2019
05:06 AM
Hi, for #1, if you're talking about the preview reservation timeout, yes, there is a setting, it is in the outbound option guide registry section. PreviewReservationTimeout https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/b_ucce_outbound_option_Release_11_6_1.html For #2, this could be many things. For instance, do you have answering machine detection enabled for this campaign? If not, then the dialer could be miscoding the answering machine as live voice. If it is enabled, you may need to tweak the campaign settings to ensure that it is categorized completely. Depending on your carrier and your customer, this can be no small task. Cisco publishes some suggestion guides if you need to tweak this, but hopefully it is just that you need to enabled AMD.
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Created by
bill.king1
in Contact Center
in Contact Center
08-19-2019
04:59 AM
08-19-2019
04:59 AM
You'll probably need to provide more information for anyone to be able to help you. For instance: do you see the call request hit your UCCE script? Is it within the business hours that you're open? Do any of your chats work? Do any of your emails work? Do you have agents logged in and available, not on voice calls, etc.?
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08-13-2019
05:54 AM
You might want to check your access then as mentioned above by emailing them for instance. I just clicked on http://tools.cisco.com/cucst and entered my credentials. It then took me to a page that has Collaboration Sizing Tool download link on it (I'm guessing that's what you want) as well as some other items.
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08-12-2019
06:25 AM
Cisco at one point said that they were working on a white paper to document the migration path, caveats, etc., but I don't see anything official like you mentioned.
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Created by
bill.king1
in Contact Center
in Contact Center
08-09-2019
05:03 AM
08-09-2019
05:03 AM
At one of the presentations on this tool, we suggested that those items created by the API at least be visible in Configuration Manager, even if they were read only. This would allow maintenance personnel and anyone else to know to look in one place for the items. I don't know if it was added to any type of road map, unfortunately. I imagine it is the same scenario with PCCE and the single pane of glass (SPOG) where API is visble to API only and things created in the SPOG are only editable via SPOG?
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Created by
bill.king1
in Contact Center
in Contact Center
08-08-2019
06:35 AM
08-08-2019
06:35 AM
You would need to compare a couple different reports (agent vs. the call type report vs. skill group/PQ reports). There are several defects such as this one that might be coming into play here, but you'd need to determine exactly which reports/fields are having the issue as a start, and then try and isolate where the issue resides. Good luck! https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvq29314
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Created by
bill.king1
in Contact Center
in Contact Center
07-26-2019
08:34 AM
07-26-2019
08:34 AM
You should open a trouble ticket then, as that means some of the most basic redundancy is not working. The design guides go over this in detail, but unless it is a case where the one system is down for hours, when the one comes back up, it should "catch up" automatically. It might be worth doing an exit router during a maintenance window as part of the attempt to make sure everything is in synch as well. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/Design/Guide/ucce_b_soldg-for-unified-cce-116/ucce_b_soldg-for-unified-cce-116_chapter_0110.html#concept_116F80365E2B04FD61DCF4C87FBED44E
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Created by
bill.king1
in Contact Center
in Contact Center
07-26-2019
08:29 AM
07-26-2019
08:29 AM
I think you'll need to provide more information, like version, what location(s) or files you're seeing this time in, etc.
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Created by
bill.king1
in Contact Center
in Contact Center
07-25-2019
09:33 AM
07-25-2019
09:33 AM
So in the most basic sense, say side A shows 100 rows of data and B side shows 100 rows of data. You stop A, do your work, and bring A back up but don't start services. So A still has 100 rows, but B has 110 rows for calls that came in while A was down. You start services on A, does your A side catch up those missing rows so that at some point, both A and B then show 115 rows (so A catches up the 10 it missed, plus 5 more new calls). If it doesn't, then you have some type of replication problem.
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Created by
bill.king1
in Contact Center
in Contact Center
07-25-2019
08:14 AM
07-25-2019
08:14 AM
Yes, do one side at a time, with a gap between sides so that after each reboot, the systems can get back in sync. This way you allow the systems to be synched and then resynch when they come back up.
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Created by
bill.king1
in Contact Center
in Contact Center
07-25-2019
05:45 AM
07-25-2019
05:45 AM
This is certainly possible, as you might have a gap somewhere in the database, but now the two are in sync so that missing data that is in one will never be pulled over to the other without manual intervention. If you really want to have both of them match and you're sure that one side has everything you need, you could try and follow a process like this: https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise/200747-Manually-Resync-HDS-B-to-HDS-A.html
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Created by
bill.king1
in Contact Center
in Contact Center
07-24-2019
11:38 AM
07-24-2019
11:38 AM
It is in the Report Customization Guide. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1106/user/guide/cuic_b_cisco-unified-intelligence-center-report/cuic_b_cisco-unified-intelligence-center-report_chapter_0111.html?bookSearch=true
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Created by
bill.king1
in Contact Center
in Contact Center
07-23-2019
08:44 AM
07-23-2019
08:44 AM
I agree, the report alert method would seem to be the way to go. What happens if the gadget puts the person back in Ready but they aren't really ready or worse yet they aren't there and their headset is off? You set yourself up for RONA or worse scenarios, like some caller on the other end of an empty line.
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08-22-2019
The reports will show, but there are one click logins that can be done
like outlined in this link, b...
Created by
bill.king1
in Contact Center
08-19-2019
08-19-2019
That all depends on what you want to do when an answering machine is
detected. You might want to sen...
Created by
bill.king1
in Contact Center
08-19-2019
08-19-2019
Hi, for #1, if you're talking about the preview reservation timeout,
yes, there is a setting, it is ...
Created by
bill.king1
in Contact Center
08-19-2019
08-19-2019
You'll probably need to provide more information for anyone to be able
to help you. For instance:do ...
08-13-2019
You might want to check your access then as mentioned above by emailing
them for instance.I just cli...
08-12-2019
Cisco at one point said that they were working on a white paper to
document the migration path, cave...
Created by
bill.king1
in Contact Center
08-09-2019
08-09-2019
At one of the presentations on this tool, we suggested that those items
created by the API at least ...
Created by
bill.king1
in Contact Center
08-08-2019
08-08-2019
You would need to compare a couple different reports (agent vs. the call
type report vs. skill group...
Created by
bill.king1
in Contact Center
07-26-2019
07-26-2019
You should open a trouble ticket then, as that means some of the most
basic redundancy is not workin...
07-26-2019
I think you'll need to provide more information, like version, what
location(s) or files you're seei...
Created by
bill.king1
in Contact Center
07-25-2019
07-25-2019
So in the most basic sense, say side A shows 100 rows of data and B side
shows 100 rows of data.You ...
Created by
bill.king1
in Contact Center
07-25-2019
07-25-2019
Yes, do one side at a time, with a gap between sides so that after each
reboot, the systems can get ...
Created by
bill.king1
in Contact Center
07-25-2019
07-25-2019
This is certainly possible, as you might have a gap somewhere in the
database, but now the two are i...
07-24-2019
It is in the Report Customization
Guide.https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_con...
Public Statistics
| Date Registered | 06-28-2012 08:52 AM |
| Date Last Visited | 08-22-2019 11:17 AM |
| Total Messages Posted | 474 |
| Total Helpful Votes Received | 256 |
Helpful Votes Given To
Helpful Votes From
| User | Helpful Count |
|---|---|
| 5 | |
| 5 | |
| 5 | |
| 5 | |
| 5 |
