I have been observing an issue with CVP Call Server IVR latency, which is the average amount of time in milliseconds it takes the IVR Service to process a New Call or Call Result Request. The call latency starts at about 30 ms, builds up to 600 ms over 45 minutes and then immediately goes back to 20-30 ms creating a sawtooth curve. It seems like something like memory is getting used but not released until all at once and then it starts up again. Haw anyone seen a similar issue? ... View more

Any thoughts on how to address this Rest element error related to Java security?   10.217.108.18.1510702047280.1883.NBS_IVR,11/14/2017 17:27:40.181,EnterpriseANIRoutingLookup,custom,DEBUG,WSUTIL doHTTPRESTRequest getHTTPResponse EXCEPTION: Exception occurred->java.security.NoSuchAlgorithmException: Error constructing implementation (algorithm: Default provider: SunJSSE class: com.sun.net.ssl.internal.ssl.DefaultSSLContextImpl)Stack->[Ljava.lang.StackTraceElement;@88be19 10.217.108.18.1510702047280.1883.NBS_IVR,11/14/2017 17:27:40.181,EnterpriseANIRoutingLookup,custom,DEBUG,ERROR: Cannot connect to WS or get a valid response...   ... View more

Does anyone have any experience with offloading UCCE EMS files to Splunk and then converting them to a readable format? ... View more

UCCE 10.5 environment with integrated Egain and ICM picks the agent.  15 agents in a chat skill,  10 set to handle 3 chats at a time, 5 set to handle 2 chats at a time.  Sending the task (Chat) to a skill group in the ICM script.  The problem is: agents set to handle 3 chats get all the chats until they are maxed out and then the agents set to handle 2 chats start getting chats.  I believe it should work as follows:  with ICM picking the agent (IPTA), the chat should go to the LAA - Longest available Agent.  Then when all agents have one chat, the longest available agent with only one chat should get the next chat.  Not understanding why. Any thoughts here? ... View more

Hi all, In CUIC (11.0) is there a way to create a report based on multiple sources?  I'm trying to take data out of the CVP Reporting Servers vxmlsessionvariable table and join it with data from the ICM TCD table. thanks so much in advance, Paul ... View more

Hi all,  Is there a way to adjust the time between call backs the system makes to a caller who doesn't answer on the first call back?  I would like UCCE (10.0.2)/CVP 10.0.5 to call back once every 5 minutes.  Now it seems to attempt a callback to the caller once every 2 minutes.  ... View more

Hi all, We have some calls going to an ASR server from  VXML GWs that shouldn't be going there.  We know this because ASR licenses are being used when none should be used.     Call flow is typical SIP:  Cube -> Cusp -> Call Server -> UCCE -> VXML Server -> VXML GW -> CUSP -> CUCM. What kind of debug in the VXML server or GW should I turn on that will show  when a request is made to the ASR server? Thanks in advance for your help. Paul H ... View more