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- About Piyush Verma
09-13-2019
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Member since
06-13-2012
75
Posts
70
Helpful
13
Solutions
Created by
Piyush Verma
in Contact Center
in Contact Center
05-06-2019
06:38 AM
05-06-2019
06:38 AM
on UCCX not sure, but on UCCE - there is a way If the PSTN circuits are SIP, you can modify the ANI using "custom SIP header". From ICM script, you can pass the SIP header, and then your SIP engineering team needs to use this custom header value and replace it with new before sending it to the PSTN In the ICM script, use a set variable node to set the new ANI (or DNIS as well if you like) - something like below where 2145551111 is the new ANI (you can also use a dynamic expression for this ANI) concatenate("Test~add~","ANI=2145551111",";DNIS=5551112222") 1) Refer to this Cisco Live deck for more info on this https://community.cisco.com/legacyfs/online/attachments/document/cvp-cookbook.pdf 2) also refer UCCE Design guide
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02-22-2019
02:54 PM
If "Busy" is present in your string (its case sensitive remember that) - the below expression will return true for sure
find("Busy",Call.PeripheralVariable1)
You can also use this find function to determine the position of that string and then you can use that position in the IF logic as well (such as below). So if my string is "IamBusyToday"
find("Busy",Call.PeripheralVariable1) ==4
this will return true
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02-22-2019
02:32 PM
Actually try this in your IF node
find("Busy",Call.PeripheralVariable1)
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02-22-2019
02:23 PM
you can use ICM built in function called "find". Lets say you got this string in PV1 - "ICMCanDoIt"
If you need to find whether "Do" is present in the string or not - use IF node with below expression
find("Do",Call.PeripheralVariable1)
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02-22-2019
02:08 PM
Use a IF node and expression like this
Call.PeripheralVariable1=="Test"
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Created by
Piyush Verma
in Contact Center
in Contact Center
11-26-2018
10:52 AM
11-26-2018
10:52 AM
Calabrio application (QM or WFM) doesn't co-reside with UCCX. UCCX is a VOS application.
AQM is installed on a separate VM as its a windows based application. From Calabrio/Cisco guidelines perspective, QM & WFM can't co-exist on the same VM in the prod.
So if you need QM & WFM both - you'll have two or more than two additional windows VMs depending on your Calabrio architecture.
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Created by
Piyush Verma
in Contact Center
in Contact Center
11-13-2018
11:09 AM
11-13-2018
11:09 AM
On your licensing question -
"Direct Preview" - is included in the Premium license
"Predictive" & "Progressive" mode - requires additional outbound licensing.
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Created by
Piyush Verma
in Contact Center
in Contact Center
11-06-2018
06:59 AM
11-06-2018
06:59 AM
Checkout the ICM Staging guide - "Staging Guide for Cisco Unified ICM/Contact Center Enterprise"
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Created by
Piyush Verma
in Contact Center
in Contact Center
11-05-2018
07:52 PM
11-05-2018
07:52 PM
Is it UCCX - if so
CUSTOM call variables layout-
After creating a custom layout in Finesse (lets say you named it "Test_Layout"), next step is to pass the layout name from the CCX script to use this layout.
To pass the layout name from the CCX script, here are the steps
a) In a CCX routing script - under Expanded Call Variables tab of the "Set Enterprise Call Info" Step, create an ECC variable called "user.layout". (Expanded call variables in short are called ECC variables)
b) Set the value of "user.layout" to the name of the custom call variables layout you created in Finesse ("Test_Layout").
c) Place a test call and validate
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Created by
Piyush Verma
in Contact Center
in Contact Center
10-21-2018
09:04 AM
10-21-2018
09:04 AM
Couple things to check in CUCM-
1) does the phone - has BIB enabled?
2) Make sure DN on that device is setup correctly from the network recording perspective - recording enabled, recording profile assigned?
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Created by
Piyush Verma
in Contact Center
in Contact Center
10-16-2018
10:38 AM
10-16-2018
10:38 AM
VRU ports is basically giving you the utilization status of "VXML ports" as IVR service became part of the VXML server (instead of Call server) service starting 11.5.
Call server port is different (than VXML port) which is not being captured in this report, agreed. Real time usage of call server ports on individual CVP server can be checked using CVP diag web page.
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Created by
Piyush Verma
in Contact Center
in Contact Center
10-16-2018
10:04 AM
10-16-2018
10:04 AM
On v11.6, Cisco introduced a report called "License Consumption Report" which can give you VXML port utilization. This only works when all components are on 11.6
From 11.6 release notes - Use this report to monitor the agent license consumption and other resources such as the VRU-IVR ports and the outbound dialer ports. You can generate this report for specific intervals such as hourly, daily, weekly, monthly or quarterly. This further helps you ensure that you have adequate license allocation to cover the peak or maximum license usage during the license agreement period. The License Consumption report displays the following for a specific interval: • Total Agents, Enterprise Agents, and ICM Agents logged in • Maximum VRU ports utilized • Maximum Dialer ports utilized
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10-15-2018
07:06 AM
To display queuename on any call variable layout in Finesse- (lets say you currently only have default layout)
1) Go to Call Variables layout tab on Finesse, highlight the default layout and click edit
2) under call header section, you can click "add row", select "queueName" from the drop down. Give any display name you like such as "CSQ" or whatever (display name could be anything).
3) Save it - you're good to go
CUSTOM call variables layout-
On Finesse, you can also define the call variables layout per business group. To do so, first you need to create a custom layout in Finesse - lets say you name it "Test_layout", then add all the desired variables you want to screen-pop on this layout. Because this is a custom layout, you also need to pass the layout name from the CCX script to use this layout for the screen-pop. To pass the layout name from the CCX script, here are the steps
a) In a CCX routing script - under Expanded Call Variables tab of the "Set Enterprise Call Info" Step, create an ECC variable called "user.layout". (Expanded call variables in short are called ECC variables)
b) Set the value of user.layout to the name of the call variables layout that should be used. The layout name should match the name of a call variables layout that was created on the Call Variables Layout tab in Finesse Admin. For this example - you'll set this to "Test_layout".
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10-14-2018
06:47 PM
"QueueName" and "QueueNumber" (introduced in 11.6) are just for the screen-pop in Finesse.
On Finesse, just pick those two fields in your Call Variables layout. If you have custom layouts (per team or something), then you also pass the layout name from the CCX script using ECC variable - default layout is selected in Finesse in case you didn't pass the layout name from the script.
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10-12-2018
02:18 PM
Couple things to check-
What browser (version) is that supervisor using?
If that supervisor logs in to CUIC - can he run the Stock "Live Data" reports within CUIC
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Public Statistics
| Date Registered | 06-13-2012 12:53 PM |
| Date Last Visited | 09-13-2019 12:01 AM |
| Total Messages Posted | 75 |
| Total Helpful Votes Received | 70 |
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| 5 | |
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| 5 |
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