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Created by
mahudeswaranA
in Contact Center
in Contact Center
08-28-2018
03:42 AM
08-28-2018
03:42 AM
Hi,
Is there any API available to create UCCE ICM script via an API?
use case:
IVR call flow being developed in CVP and deployed in CVP Server.
In Cisco, ICM side a new ICM script being created with necessary data assigned for call routing.
Is there a way to create the ICM Script via API & through an application?
If you have any documents or URLs please share.
Regards,
Mahu
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Created by
mahudeswaranA
in Contact Center
in Contact Center
01-01-2018
09:53 PM
01-01-2018
09:53 PM
Hi, Would like to clarify few more points, Q15.Is there any Cisco CTI license consumed or required for the socket client app to run? Q16.If we integrate the socket client app with production ucce/x -Will there be any performance issue? Q17.By default, does the CTI socket comm ports enabled in production ucce/x or to enable the CTI ports. Q18.Assume we are going with the socket client app approach, will there be any challenge we may foresee in the production system.Just want to rec-confirm before we spending efforts? Regards
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Created by
mahudeswaranA
in Contact Center
in Contact Center
12-27-2017
12:39 AM
12-27-2017
12:39 AM
Hi, Thank you, Mary Christmas and Happy New Year!! We plan to write socket client app to communicate with CTI-Server for Ucce/x. Facing some challenges in our client app. Q10.The Queue event is not notified from the CTI-Server. Though we set "Unsolicited Call Event Message Masks" -"CALL_QUEUED_MASK" in OPEN_REQ TCP message. When the call get queued in skill, there is no notification about call queue event from cti server. Any reason? Q11.As an alternate way, the Client App uses "QUERY_SKILL_GROUP_STATISTICS_REQ" -Request for current skill group call handling statistics. This returns values - PeripheralID, SkillGroupNumber, SkillGroupID, RouterCallsQNow, LongestRouterCallQNow. Can we use the value from "RouterCallsQNow" as number of calls in queue? Q12.Also what is the difference between "RouterCallsQNow" & "CallsQNow"? We use the ucce_b_cti-server-message-reference-guide.pdf for CTI Server protocol understanding. and looking into "Table 94: QUERY_SKILL_GROUP_STATISTICS_CONF Message Format" for the return values. Q13.How to get Average call handling time, number of agent available, etc?? Q14. Assume we would like to query N skills by using " QUERY_SKILL_GROUP_STATISTICS_REQ" - can we use them in a loop to iterate N times and each query-skill-group-stats-req for unique skillid? will there be any performance issue? Can we query all N skills on 5 or 10 secs intervals? Regards
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Created by
mahudeswaranA
in Contact Center
in Contact Center
12-19-2017
07:34 AM
12-19-2017
07:34 AM
Hi, We are trying to evaluate for a task to monitor agent skill, to get number of calls in queue, total available agents, not ready agents, etc... In basic, we need to monitor inbound agent skills and to deliver outbound calls accordingly. We thought of using "Cisco Finesse Notification Service" but heard we cannot use that to monitor for all agents stats. What is Cisco recommended way to monitor skills; to get number calls in queue, total agents ready/not-ready/etc... Have also posted a highlevel query on finesse forum, but thought to check in cti-forum for any development level constraints or we need to take care as part of develop and deploy in production environment. Is there any dev docs shared by Cisco for the CTI protocol app development? Regards Mahu
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Created by
mahudeswaranA
in Contact Center
in Contact Center
12-18-2017
11:29 PM
12-18-2017
11:29 PM
Hello Denise, Thank you for the reply, A4.1: AHT refers Agent's Avg call handling time. Q5: Conclusion: Cisco Finesse Notification Service should be used for per agent event notifications. And Cisco Finesse Notification Service should not be used or not recommended for monitoring skill and to get the stats.Is my understanding correct? Q6:The recommended way to monitor a skill and get stats about calls in queue, various agent states, etc.. is develop a socket server app using CTI protocol (GED188)? Is my understanding correct? Q7:Instead of writing the sokcet server app using CTI protocol, can we read the stats from DB directly. DB-table-views will be used for the read operation. Can we follow this way in production environments or will this have any production impact? Q8: Heard, only limited socket connections allowed to communicate with CTI Server for notifications & already Cisco Native components does communicate with CTI Server. Does CTI Server allows multiple connections in production system to connect via socket or will it have any performance issues? Q9: Can we use the same socket server app for ucce/x? or do we need write separate app one for each. Regards
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Created by
mahudeswaranA
in Contact Center
in Contact Center
12-18-2017
03:51 AM
12-18-2017
03:51 AM
Hi, We are in need to monitor an inbound skill and to read agent availability, etc.... Q1: Is Server-based client integrate with Cisco Finesse Notification service is best option OR to read agent availability from DB (table views) is a better option? Q2: Was going through the "Cisco Finesse Web Services Developer Guide" pdf, is this the file or is there any other doc to use for reference with regards to queue, etc... Q3: Is there any sample available for "Server-based client" to try and understand it working.? Q4:How to get AHT fro queue with finesse API? Thanks
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12-14-2017
02:24 AM
Hi, would like to know what is the best/recommended way to monitor an inbound skill. The intention is to collect details like -how many agents are ready/not-ready, agents-talking-inbound, agents-talking-outbound, agents-talking-internal, agents-wrapup-notready, agents-wrapup-ready,calls-in-queue,start-time-of-longest-call-in-queue. 1.Some approaches found to query DB-table-views not sure will it impact performance in production system. 2.other approach is to use 'cisco finesse notification service' on subscription request/events (xmpp) and to write a server based client. 3.Is there any API available to request for current snapshot of the parameters instead of determining via events.? Thanks.
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Created by
mahudeswaranA
in Contact Center
in Contact Center
09-06-2016
09:22 AM
09-06-2016
09:22 AM
Hi, Thank you for the reply.Sorry for making this thread long.Will take the java related topic in separate thread. Would you like to share any update on other points 1 & 2. Thanks & Regards
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Created by
mahudeswaranA
in Contact Center
in Contact Center
08-26-2016
03:36 AM
08-26-2016
03:36 AM
Hi Ankit, 1.We checked in the code, and found the steps to destroy on Management Connector is not called (commented). The destroy to Client Connector is also not called(commented). 2. The exception occured after an insertion happens to the customer object. 3.Would like to know your recommendation/suggestion to run this custom application as console based or an web application which runs in tomcat. log analysis: (logs attached) 15:20:33.056 [Thread-7] INFO com.cisco.thunderhead.RESTClient - Error on CREATE: https://hercules-a.wbx2.com/v1/connectors 15:20:33.056 [Thread-7] INFO com.cisco.thunderhead.RESTClient - Error: retry #0: RestApiException=RestApiError with errorType: connector.notRegistered, errorData: OAuthClient in getAccessTokenResponse, errorMessage: failed to get access token because Connector desctruction is in progress 15:20:33.056 [Thread-7] ERROR c.c.t.c.i.f.daemon.HeartBeatDaemon - [com.cisco.thunderhead.connector.impl.fusion.daemon.HeartBeatDaemon@2f74fe09] Exception while updating heartbeat status com.cisco.thunderhead.errors.ConnectorIsNotRegisteredExceptionRest: null: RestApiError with errorType: connector.notRegistered, errorData: OAuthClient in getAccessTokenResponse, errorMessage: failed to get access token because Connector desctruction is in progress at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method) ~[na:1.8.0_72] Thanks & Regards
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Created by
mahudeswaranA
in Contact Center
in Contact Center
08-17-2016
01:51 AM
08-17-2016
01:51 AM
Hi Ankit, Thank you for the reply & Apologize for the delayed response, few points to check and confirm. The update is, After renaming the folder name from "Tomcat 7.0" to "Tomcat7" & with the 'NoHtpResponseException' fix in place we are able to create customer object and able to proceed to next steps. But still we see some exception in the tomcat logs, though the objects are creating there are some exceptions occured in the background. 16:38:32.356 [Thread-5] WARN c.c.t.c.impl.clientoauth.OAuthClient - Connector desctruction is in progress. Cannot get the token at this time 16:38:32.371 [Thread-5] INFO com.cisco.thunderhead.RESTClient - Error on CREATE: https://hercules-a.wbx2.com/v1/connectors 16:38:32.371 [Thread-5] INFO com.cisco.thunderhead.RESTClient - Error: retry #0: RestApiException=RestApiError with errorType: connector.notRegistered, errorData: OAuthClient in getAccessTokenResponse, errorMessage: failed to get access token because Connector desctruction is in progress, trackingId: 33a57f58-4668-4125-aff2-5b26758e66df 16:38:32.387 [Thread-5] ERROR c.c.t.c.i.f.daemon.HeartBeatDaemon - [com.cisco.thunderhead.connector.impl.fusion.daemon.HeartBeatDaemon@58d6e737] Exception while updating heartbeat status com.cisco.thunderhead.errors.ConnectorIsNotRegisteredExceptionRest: null: RestApiError with errorType: connector.notRegistered, errorData: OAuthClient in getAccessTokenResponse, errorMessage: failed to get access token because Connector desctruction is in progress, trackingId: 33a57f58-4668-4125-aff2-5b26758e66df In our app we are following the below steps 1.create customer obj 2.create request obj 3.create POD obj 4.Update POD 5.search POD 2016-08-12 16:38:36.746 [Thread-4] INFO RegisterContextService:923 Customer ID Created:25d42f20-607d-11e6-819e-a1efaa6f1c1f 2016-08-12 16:38:37.371 [Thread-4] INFO RegisterContextService:928 Request ID Created:26336620-607d-11e6-819e-a1efaa6f1c1f 2016-08-12 16:38:37.965 [Thread-4] INFO RegisterContextService:932 PoD ID Created:268de230-607d-11e6-8bf2-11c321601d7e 2016-08-12 16:38:38.278 [Thread-4] INFO RegisterContextService:439 updateCustomer method is called Logs attached. Will these exceptions have any impact on the code.? Thanks & Regards
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Created by
mahudeswaranA
in Contact Center
in Contact Center
08-11-2016
07:44 AM
08-11-2016
07:44 AM
Hi Ankit, Thank you for the reply we are running Windows 2008 server R2,, Java version 1.7; tomcat 7 Attached file: tomcat7-stdout.2016-08-09.log Note: At the first attempt while replying to this message unable to attach the file. The 'attach' in the bottom display after we click on Edit option. Thank & Regards
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Created by
mahudeswaranA
in Contact Center
in Contact Center
08-10-2016
12:18 AM
08-10-2016
12:18 AM
Hi, We are trying with the context service APIs and facing some errors while registering the customer object. We are using our developer account for Acqueon. 1.Management and Client Connector state change event not received in our application, but the Management & Client connections are connected successfully. 2.While creating the Customer object getting the “No Http Response Exception” - contextServiceClient.create(customer); 3.In Tomcat log, we found the “OAuth related exception”. ContextService.log: 2016-08-09 18:38:00.034 [Thread-4] ERROR RegisterContextService:532 Exception occurred:org.apache.http.NoHttpResponseException: context-service.produs1.ciscoccservice.com:443 failed to respond: ApiError with errorType: unknownError, errorData: /context/context/v1, errorMessage: context-service.produs1.ciscoccservice.com:443 failed to respond, trackingId: xxxxxx tomcat7-stdout.2016-08-09.log: 18:37:57.394 [Thread-6] INFO com.cisco.thunderhead.RESTClient - Error on CREATE: https://hercules-a.wbx2.com/v1/connectors 18:37:57.409 [Thread-6] INFO com.cisco.thunderhead.RESTClient - Error: retry #0: RestApiException=RestApiError with errorType: connector.notRegistered, errorData: OAuthClient in getAccessTokenResponse, errorMessage: failed to get access token because Connector desctruction is in progress, trackingId: abc123 18:37:57.409 [Thread-6] ERROR c.c.t.c.i.f.daemon.HeartBeatDaemon - [com.cisco.thunderhead.connector.impl.fusion.daemon.HeartBeatDaemon@64f3dd34] Exception while updating heartbeat status com.cisco.thunderhead.errors.ConnectorIsNotRegisteredExceptionRest: null: RestApiError with errorType: connector.notRegistered, errorData: OAuthClient in getAccessTokenResponse, errorMessage: failed to get access token because Connector desctruction is in progress, trackingId: abc123 1. The server has internet access and hosted in public IP. 2. We are using SDK 2.0.2. (context-service-sdk-2.0.2.jar). below are the details, Connector.property file contents: --At the time of deploying our app (by Default & as per the instruction) path=plugin original-jar-path=context-service-sdk-extension-2.0.2.jar jar-name=context-service-sdk-downloads\\context-service-sdk-extension-2.0.2.jar --At the time of running our app (file content get updated) #Wed Aug 10 01:50:58 IST 2016 path=plugin original-jar-path=context-service-sdk-extension-2.0.2.jar jar-name=context-service-sdk-downloads\\context-service-sdk-extension-2.0.2-10236.jar Files: \\x.x.x.x\Tomcat 7.0\webapps\our-app\WEB-INF\lib\context-service-sdk-2.0.1.jar \\x.x.x.x\Tomcat 7.0\plugin\context-service-sdk-extension-2.0.2.jar \\x.x.x.x\Tomcat 7.0\plugin\context-service-sdk-downloads\context-service-sdk-extension-2.0.2-10231.jar \\x.x.x.x\Tomcat 7.0\plugin\context-service-sdk-downloads\context-service-sdk-extension-2.0.2-10236.jar Any help! Thanks & Regards
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- Tags:
- ccs
Labels:
05-25-2016
04:18 AM
Hi,
Two ICM scripts used
ICM-Script-1: (separate DN)
1.VRU will use this script to send RouteRequest along with CallVariables & for troubleshooting purpose hard coded label used.
2.Point.3 from the initial post of this thread.
ICM-Script-2: (separate DN)
1.Skill based routing used this script.
2.Point.3 from the initial post of this thread.
Thanks
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05-24-2016
11:58 PM
Hi,
This option requires changes/modifications in Cisco finesse agent desktop which involves some effort & we are trying to avoid.
We are trying to use the application level interfaces defined to use between VRU & PG.
either by using CRI+EDF or SCI.
At present, by using CRI along with other parameters we are able to set the CallVariable1..10 to VRU-PG and script executes. In VRU-PG logs, unable to see the CallVariable logged.
For e.g. assume the ICM executes the ICM script, and internally process the CallVariables, (read & store in its cache) & when the script execution ended does CallVariables still be available?
Two points for discussion,
1.When the script execution completes the data stored in its cache will be cleared & not available for future reference.
2.Since the customer call was not first landed in cisco environment, then ICM has no idea about the CallVariables.
Thanks
Mahu
... View more
05-24-2016
09:01 AM
Hi,
Thank you for the reply,
We donot have any CVP or IP-IVR in our call scenario.
Regards
Mahu
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Created by
mahudeswaranA
in Contact Center
08-28-2018
08-28-2018
Hi, Is there any API available to create UCCE ICM script via an API? use
case: IVR call flow being d...
Created by
mahudeswaranA
in Contact Center
01-01-2018
01-01-2018
Hi,Would like to clarify few more points,Q15.Is there any Cisco CTI
license consumed or required for...
Created by
mahudeswaranA
in Contact Center
12-27-2017
12-27-2017
Hi,Thank you, Mary Christmas and Happy New Year!!We plan to write socket
client app to communicate w...
Created by
mahudeswaranA
in Contact Center
12-19-2017
12-19-2017
Hi,We are trying to evaluate for a task to monitor agent skill, to get
number of calls in queue, tot...
Created by
mahudeswaranA
in Contact Center
12-18-2017
12-18-2017
Hello Denise,Thank you for the reply,A4.1: AHT refers Agent's Avg call
handling time.Q5: Conclusion:...
Created by
mahudeswaranA
in Contact Center
12-18-2017
12-18-2017
Hi,We are in need to monitor an inbound skill and to read agent
availability, etc....Q1: Is Server-b...
12-14-2017
Hi,would like to know what is the best/recommended way to monitor an
inbound skill. The intention is...
09-06-2016
Hi,Thank you for the reply.Sorry for making this thread long.Will take
the java related topic in sep...
08-26-2016
Hi Ankit,1.We checked in the code, and found the steps to destroy on
Management Connector is not cal...
08-17-2016
Hi Ankit,Thank you for the reply & Apologize for the delayed response,
few points to check and confi...
08-11-2016
Hi Ankit,Thank you for the replywe are running Windows 2008 server R2,,
Java version 1.7; tomcat 7At...
08-10-2016
Hi,We are trying with the context service APIs and facing some errors
while registering the customer...
05-25-2016
Hi, Two ICM scripts used ICM-Script-1: (separate DN) 1.VRU will use this
script to send RouteRequest...
05-24-2016
Hi, This option requires changes/modifications in Cisco finesse agent
desktop which involves some ef...
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| Date Registered | 06-27-2014 03:14 AM |
| Date Last Visited | 08-31-2018 12:01 AM |
| Total Messages Posted | 23 |
