With regards to Gateway Hardware/Software support on the UCCE compatibility Matrix, does anyone know if the Minimum software IOS versions apply to all Gateways in the call path or only the UCCE ingress/VXML Gateway (assuming you're still using hardware)? For example, if the call path is: Sip Carrier >> Cisco ASR Cube >> Cisco 3945 (Inress/VXML) >> CVP Does the ASR Cube need to be at minimum compatibility spec (OS XE 16.6/16.9 for UCCE ver 12) as well as the 3945 (15.6(3)M1 / 15.7(3)M1 for UCCE ver 12)? The question is relevant for the customer as they cannot upgrade their Cubes past 15.x code without upgrading hardware which they would prefer not to do at this time. Their 3945's are capable of running the latest IOS. Any insight is appreciated.
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I'm experiencing an issue with Post Call Survey (UCCE / CVP 11.6) when calls are transferred between departments and the result is that the Post Call Survey leg of the call is restoring all variables (PV's and ECC's) from the initial call leg as opposed to the second or final call leg. This is despite the fact that these calls are transferred via CTI Route Point (CUCM Routing Client) and UCCE / ICM has maintained and updated call context throughout the life of the call. Has anyone else experienced this issue and do you know if this was the intended design of the Post Call Survey? This is an issue for us as we would like to cater the post call survey question based on the final answering department / agent. If the call is answered by Sales and then immediately transferred to Billing you want to ask the customer a Billing specific question versus a Sales question. Short of doing some custom real time variable re-population in the Post Call Survey leg of the call it doesn't look like this is possible based on the current behavior we are seeing.
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I'm looking for any thoughts or solutions on the best way to manage a large pool of non-contiguous numbers in the CVP Dialed Number Pattern Database for Post Call Survey. Organization has 2000 plus total dialed numbers in overlapping ranges and we want to configure approximately 800 of these for Post Call Survey.
Questions:
Can you skip adding the numbers through oamp and add them directly to the sip.properties file on all of the call servers?
Is there a limit to how many numbers can be added?
I'm almost leaning towards enabling all pstn number ranges (2-9xxxxxxxxx) for post call survey in the CVP Dialed Number Pattern DB and then simply enabling/disabling surveys in ICM by using the isPostCallSurvey ECC variable. Would this add any call processing overhead that could cause degradation and/or would you advise against this for any reason?
We really need a better way of managing this feature outside of the CVP Dialed Number Pattern DB. (e.g. A check box in ICM's Dialed Number Interface would fit the bill nicely.)
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I wanted to inquire how often everyone is applying Windows OS Patches to their UCCE Windows VM's? (e.g. Monthly/Quarterly/Semi-Annually/etc)
For the partners out there with managed service practices, when you on board a new customer how often do you recommend patching to occur?
The current standard in my organization is monthly patching of windows systems, but with all UCCE Servers sitting in private IP space behind a firewall this seems overly aggressive and burdensome while only adding marginal benefit / risk mitigation.
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UCCE / ICM 10.0.1 - My interpretation of these fields from the database schema guide is that their values should match. What I'm seeing in our database is that RouterCallsAbandToAgent is always equal to or higher than AbandonRingCalls. Can anyone weigh in on the differences in these fields and if they are incremented mutually exclusively or if an 'AgandonRingCall' can also be counted as a 'RouterCallsAbandToAgent' call? Thanks, From the DB Schema: AbandonRingCalls - Total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is counted at the time the call disconnects, and the database is updated every reporting. RouterCallsAbandToAgent - In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups.
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I'm looking for a way to view the user connections to the primary and secondary Finesse Nodes. I assumed there would be something in RTMT but I've come up empty so far. Any help or ideas would be appreciated.
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I wasn't thinking load balancing in the sense of distributing the load across the two servers. The idea would be similar to what Venkatesh described above, simply a health check of the primary finesse server and only redirect to the secondary server when the primary server was down. Correct me if I am wrong here, but if the primary finesse server is down agents will only be able to connect to the secondary server if they have the URL correct? There must be a solution other than providing agents two separate URL's to connect to.
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I am experiencing an issue when managing agents (supervisors specifically) in CCE Web Admin. When attempting to add / remove / modify an Attribute for a supervisor agent we are getting an error that the supervisor must have a valid active directory account. (Screenshot attached) The agents that this is affecting are correctly configured in ICM as a supervisor and ICM was able to successfully move their AD account into the 'Config' AD Security Group. From looking at the logs on the AWS it appears that the Web Admin tool is attempting to lookup their account in AD via UPN by appending their username to the domain name. Log Snippet: exception=com.cisco.ccbu.api.jaxb.error.ApiException: supervisorUserInfo.userName: Could not find user. Check if a domain account exists for UserName@DC.Domain.COM This isn't going to work for some users in our account because we have multiple suffixes in our domain. (Our domain is a single forest and I'm not aware of a requirement to have a single suffix.) I'm curious why it wouldn't use samaccountname which is what I believe ICM Configuration Manager is using. Has anyone else experienced this issue?
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It would only be one report and permalink, an agent level report that is filtered by Agent. You would then just modify the permalink URL to include the agents ID as a parameter. I believe this should be possible in the CUIC.js file but I have not done so yet myself. I'd be curious how it works if you give it a try.
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It looks like you can pass parameters into CUIC permalinks. i.e. //localhost:8444/cuic/permalink/PermalinkViewer.htmx?viewId=5BC22D1C1000013C61E3571D0A4E5AF5&linkType=htmlType&viewType=Grid&@agent_list=14527,14537 You would still need to build the link programmatically in the the CUIC.js file.
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If it's possible you would have to set the permalink programmatically in the CUIC.js file. i.e. Lookup the users extension and match it to a permalink to return. Maybe try the getExtension() method of the finesse.restservices.User Class.
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