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- About Live2 Bicycle
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Member since
04-08-2004
305
Posts
44
Helpful
3
Solutions
Re: Updating Value of User Variable wi...
in Contact Center
05-03-2018
04:43 AM
05-03-2018
04:43 AM
Morning Geoff and thanks for the feedback.
I used a Char because it takes 1 byte of memory where as long is is 8 bytes. I always thought using less memory was better. I did try to google "Long versus Char Variable" and read through several c++ docs but nothing really jumped out as an explanation.
So let me pretense this next question with I have no formal programming experience. Only what I have self taught and gathered from the forums over the last 11 years.
Why use a Long Variable?
... View more
Created by
Live2 Bicycle
in Contact Center
in Contact Center
03-29-2018
02:30 PM
03-29-2018
02:30 PM
I decided to implement a solution with multiple skill groups today to resolve this issue. I made all 3 agents supervisors and showed them how to reskill themselves using the reskilling web portal. In the ICM script I made an additional skill group for this team for a total of two skill groups.
One skill groups has a priority 5 and the other a 7. I put is a delay of 30 seconds before the 2nd skill group ever gets included in the queuing of a call.
While this now requires a little more work on the agents to reskill themselves it does meet their needs to always have the person sitting at a particular phone always get the calls first before trying the other agents logged in elsewhere.
... View more
Created by
Live2 Bicycle
in Contact Center
in Contact Center
03-28-2018
05:59 AM
03-28-2018
05:59 AM
Morning Geoff, Ive read and re-read the precision queuing doc as well as watched a couple youtube videos on it. I cant see how precision queuing will route to a specific telephone number regardless of which agent is logged in to the telephone number.
The customer always wants to send calls to phone with extension 1111 first.
On Mondays from 8 am till noon Tommy could be logged in using extension 1111
On Mondays from noon till 4:30pm Sally could be logged in using extension 1111
On Monday Jennifer is logged in using extension 2222.
The customer always wants calls to go to which ever agent is at extension 1111 before what ever agents is logged in to extension 2222.
Since this is routing based on the extension used when logging in to Finesse and not agent I cant see how agent proficiency will work.
Am I missing something?
In the Express system this team had fake accounts that were the telephone number of the phone. Using the fake accounts they could use the specific account associated with the individual phone. In this scenario precision routing would work in Enterprise. I am not long able to use fake accounts anymore so this prevents me from building proficiency because the agents move to different phone extensions.
My only solution that I came up with is to query the ICM database for the extensions the agents login with and assign the extension to an ECC variable to PV variable and do some routing based on IF statements in the Queuing node. I feel this is way over kill for 3 agents though so do not want to go down that rabbit hole.
... View more
Created by
Live2 Bicycle
in Contact Center
in Contact Center
03-27-2018
01:55 PM
03-27-2018
01:55 PM
I have a call center I just migrated that was phone only agents on Contact Center Express. On Express they were phone only agents with a logon button with the user id and password preprogrammed in to the phone service on the Cisco phone.
I have migrated them to Contact Center Enterprise 11.6 as Finesse Web Portal Agents.
In express all 3 agents could be logged on at the same time and in ready.
There was a single Express CSQ.
The phone only agents were weighted so phone 1 always got calls 1 st , phone 2 only got calls if phone 1 was on a call and phone 3 only got calls if both phone 1 and phone 2 were on calls. This was done with by weighting the dummy phone only agent account in Express.
They are asking me to duplicate this agent weighting in ICM Enterprise 11.6.
As Finesse Web Portal agents they now log in as their LDAP Active directory user. The users rotate through the three phones so I can’t do any type of formula based on agent id or peripheral ID.
I'm my mind I need some way to evaluate if any agent is logged in using extension 1111 route calls to them 1st. Then to any agent logged in to extension 2222 if agent 1111 is in Not ready or talking. Route calls to any agent logged in to extension 3333 if the agents logged in to extension 1111 or 2222 are in not ready or talking.
I have been looking at precision routing but I did not read anyway to route based on extension.
In Config Manager Skill Group Explorer there appears to be a lot of options. Once option I found after creating a skill group is to add a route as well as a Peripheral Target. The Peripheral Target option lets me type in a DNIS. Not sure what DNIS it is looking for. I then can create a label which I’m hoping allows me to enter in an agent’s 10 digit extension and control call queuing based on agent extension.
I’m continuing to search and read for a solution to replicate what this team had in Express in Enterprise. If anyone is doing this and can provide screen shots and directions it would be much appreciated.
Unfortunately I cant use Finesse IP Phone only agents anymore or use dummy accounts to accomplish this.
... View more
Labels:
Created by
Live2 Bicycle
in Contact Center
in Contact Center
09-06-2017
12:17 PM
09-06-2017
12:17 PM
I’ve been using CUIC for a couple months now. I’m really missing the old WebView Event viewer to get ahead of issues. Examples are when agents enter in bad Instrument extensions Attempted to send call to agent 73014.RAD.Shameka (ID 5102) on peripheral ICM1_CM_CCM1 (ID 5000) who has no device target. Or Bad ICM labels Unable to find scheduled script for dialed number RONA_CN (ID 5109) with call type of CN_Nutrition_RONA (ID 5395). Has anyone stumbled across a way to see these types of issues in UCCE 11.x versions?
... View more
Labels:
08-07-2017
08:28 AM
Thank you Janine for your input. I did find the CVP/VXMLServer/Tomcat/conf/context.xml file needed to be updated from this: <Context> <!-- Default set of monitored resources --> <WatchedResource>WEB-INF/web.xml</WatchedResource> <Manager pathname="" /> </Context> to this: <Context> <Resource name="mail/CVPMail" type="javax.mail.Session" mail.smtp.host="smtp1.internal.org"/> <!-- Default set of monitored resources --> <WatchedResource>WEB-INF/web.xml</WatchedResource> <Manager pathname="" /> </Context> Also in the C:\Cisco\CVP\VXMLServer\Tomcat\webapps directory I needed to copy a folder called cvpFileUpload from my backup to the upgraded version as well as a file called cvpFileUpload.war. The cvpFileUpload folder contained what I think is a Java class. The file was named -- cvpFileServlet.class. After confirming the config files matched I restarted CVP services on BOTH server and everything seems to be working now. Many Thanks!
... View more
08-06-2017
09:07 AM
Last week I upgraded my CVP Combo servers from 11.0 to 11.5. Now I am having a problem with the prompt manager application that allows customers to record an Adhoc greeting. The playing of sound files to callers is still working. Since the CVP upgrade it appears the HTTP PUT is no longer working. The Prompt Manager application looks at a config file to get some parameters. This still works. get_Properties,enter, get_Properties,custom,INFO,Reading Properties File get_Properties,custom,INFO,Reading Codec get_Properties,custom,INFO,Codec=G711 get_Properties,custom,INFO,Reading RecorderAudioPath get_Properties,custom,INFO,RecorderAudioPath= http://mediaserver/en-us/app/promptmgr/ get_Properties,custom,INFO,Reading RecorderVoice get_Properties,custom,INFO,RecorderVoice=Deb get_Properties,custom,INFO,TempAudioPath=c:/resources/temprecord/ get_Properties,custom,INFO,Reading SystemAudioPath get_Properties,custom,INFO,SystemAudioPath= http://mediaserver/en-us/sys get_Properties,custom,INFO,Reading GreetingAudioPath get_Properties,custom,INFO,GreetingAudioPath= http://mediaserver/en-us/app/ag_gr/ get_Properties,custom,INFO,MediaServers=10.232.118.91|10.32.116.91 get_Properties,custom,INFO,PromptNameLengthMin=4 get_Properties,custom,INFO,PromptNameLengthMax=6 get_Properties,custom,INFO,UserPINS=1414:1414:en-us:adhoc:true get_Properties,custom,INFO,TransferMode=HTTP get_Properties,custom,INFO,FTPUser=cvp_ftp get_Properties,custom,INFO,FTPPassword=cvp_ftp get_Properties,custom,INFO,UseUserPath=T get_Properties,custom,INFO,UserPINLength=4 get_Properties,custom,INFO,UserPwdLength=4 get_Properties,exit,Done I get authenticated to record the recording based on info from the c:\resources\promptmgr.properties file chk_UserPIN,custom,INFO,Found User in array chk_UserPIN,custom,INFO,User found is 21414 with folder adhoc chk_UserPIN,exit,Valid I get to record the sound file and then listen to what I recorded. Record Prompt G711,data,filename,21414.wav Record Prompt G711,data,filepath,C:\resources\temprecord\21414.wav Record Prompt G711,data,confirm_confidence,1 Record Prompt G711,exit,done Then when the process that uses http to move the sound file from the C:\resources\temprecord\ temp directory starts I see this in the call Studio application log. chk_TransferMode,enter, chk_TransferMode,exit,HTTP http_Copy,enter, http_Copy,custom,INFO,mediaservers=10.232.118.91|10.32.116.91 http_Copy,custom,INFO,Found 2 media servers http_Copy,custom,INFO,File Source: c:/resources/temprecord/21414.wav http_Copy,custom,INFO,File Destination: en-us/app/adhoc/ http_Copy,custom,INFO,Connected to 10.232.118.91 http_Copy,custom,INFO,Uploading c:/resources/temprecord/21414.wav to <10.232.118.91>c:/inetpub/wwwroot/en-us/app/adhoc/ http_Copy,custom,INFO,-- Start sending file -- http_Copy,custom,INFO,-- End Send -- http_Copy,custom,INFO,Send Failed! Server 10.232.118.91 returned: 404 http_Copy,exit,Failed The file path en-us/app/adhoc/ is there and I can play existing sound files from that path by pasting the URL in to a web browser -- http://10.232.118.91/en-us/app/adhoc/pEnterPIN.wav I have looked at the IIS settings on the Windows 2012 R2 server and the permissions still look correct. I do not see any errors in the IIS logs or in any of the windows event viewer logs. I have not found any other logs in the C:\Cisco\CVP folder with time stamps for my test call to assist me any further. Does anyone know what may be causing the 404 error even though all the permissions appear to be correct and all the file paths are valid? Are there any other logs I can look at to give me further guidance to resolving this issue? This was my 1st CVP upgrade. Is there anything in an upgraded that is required to perform on call studio apps during an upgrade that I may have missed?
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Labels:
Created by
Live2 Bicycle
in Contact Center
in Contact Center
07-19-2017
11:22 AM
07-19-2017
11:22 AM
I migrated a customer from CTI OS to Finesse. They noticed some fields they use missing from Finesse Supervisor interface that they had in the CTI OS interface.
Please see the attached jpg of the CTI OS interface.
In the CTI OS interface the customer used the CallType column and the ANI column while monitoring agents.
CallType column showed the supervisor either Preroute_ACD_IN or out. ANI of course showed the phone number of the caller.
As a start I have gone to the Finesse administration and went to that particular team. I copied the desktop layout for that team in to Notepad++ to try and get an understanding of what is being displayed and what determines that.
I see these two lines of code:
<gadget>/desktop/gadgets/TeamPerformance.jsp</gadget> <gadget>/desktop/gadgets/QueueStatistics.jsp</gadget>
And here is where my non developer brain gets grid locked. I see these java server pages being used to provide the data to Finesse. Not really sure where to go from here.
I'm still new to Finesse and have not started to learn xml yet. Is providing these same fields accomplish able in Finesse?
... View more
Labels:
07-06-2017
08:12 AM
Has anyone found a way to affect multiple user variables using one set variable node? See attached screen shot of what I tried that did not work.
Versus using a set variable node for each user variable I would like to use a single set variable node to assign a value to multiple user variables.
Am i trying to accomplish the impossible?
... View more
Labels:
03-09-2017
06:05 AM
Olivier,
the calllist.txt.bak file is already pre populated with all the phone numbers that need to be called. The file just sits on the share all the time waiting for someone to rename it to kick off the outbound dialer campaign.
Im wondering if I could automate the outbound dialer process using an ICM admin script using a variable. I would already have all the phone numbers to be dialed in the database.
My customer would call in to a phone number and press an option, 1 for example.
That would set a variable to "true"
Then in another icm script I could check if the variable is "true" or "false"
If the variable is true I could then kick off the outbound dialer process.
Kicking off the process im still a little unsure of how to initiate. Time to dedicate dev time to tinkering.
... View more
03-09-2017
05:47 AM
Hi Chintan, in my mind I think renaming the file to activate the campaign is the easiest. I'm sure there are other ways to activate a campaign just by calling a number but again I just cant imagine how.
Im open to anything I can do to.
My customer just wants to call a phone number which activates the outbound campaign.
... View more
03-09-2017
04:50 AM
So how is this triggered by calling a phone number and pressing a key on the key pad of the phone?
... View more
12-03-2016
10:19 AM
Yep, my issue was I did not click on the actual folder icon. Once I left clicked just once UCCX paused for a minuted then I got the same popup you shared with the ability to save a zip file that contained all the sound files.
Thank you for sharing!
... View more
12-03-2016
06:34 AM
Morning James, can you share with me what version of UCCX you have, and the web browser and version you are using.
I am using UCCX 10.6.1.10000-39 with Firefox 43 & 45. I do not get the same options you do. I have tried your suggestion on both my root and my en_us language folder as well as my customers individual folders.
In the below dialog I did attempt to change the file type to ZIP but that did not work. When I opened the file with a zip program it was just garbage in the file.
... View more
12-02-2016
10:06 AM
I ended up opening a TAC case for this. TAC went in with root access and we used winSCP to sftp the files off the UCCX server to my computer.
... View more
Created by
Live2 Bicycle
in Contact Center
05-03-2018
05-03-2018
Morning Geoff and thanks for the feedback. I used a Char because it
takes 1 byte of memory where as ...
Created by
Live2 Bicycle
in Contact Center
03-29-2018
03-29-2018
I decided to implement a solution with multiple skill groups today to
resolve this issue. I made all...
Created by
Live2 Bicycle
in Contact Center
03-28-2018
03-28-2018
Morning Geoff, Ive read and re-read the precision queuing doc as well as
watched a couple youtube vi...
Created by
Live2 Bicycle
in Contact Center
03-27-2018
03-27-2018
I have a call center I just migrated that was phone only agents on
Contact Center Express. On Expres...
09-06-2017
I’ve been using CUIC for a couple months now. I’m really missing the old
WebView Event viewer to get...
08-07-2017
Thank you Janine for your input. I did find the
CVP/VXMLServer/Tomcat/conf/context.xml file needed t...
08-06-2017
Last week I upgraded my CVP Combo servers from 11.0 to 11.5. Now I am
having a problem with the prom...
07-19-2017
I migrated a customer from CTI OS to Finesse. They noticed some fields
they use missing from Finesse...
07-06-2017
Has anyone found a way to affect multiple user variables using one set
variable node? See attached s...
03-09-2017
Olivier, the calllist.txt.bak file is already pre populated with all the
phone numbers that need to ...
03-09-2017
Hi Chintan, in my mind I think renaming the file to activate the
campaign is the easiest. I'm sure t...
03-09-2017
So how is this triggered by calling a phone number and pressing a key on
the key pad of the phone?
12-03-2016
Yep, my issue was I did not click on the actual folder icon. Once I left
clicked just once UCCX paus...
12-03-2016
Morning James, can you share with me what version of UCCX you have, and
the web browser and version ...
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| Date Registered | 04-08-2004 05:36 AM |
| Date Last Visited | 10-10-2019 12:29 AM |
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