About Senthil Kumar Sankar

Senthil Kumar Sankar · ‎07-31-2018

Changing the finesse HostName or IP address or Domain is not supported till release 11.6. You will need to reinstall the application from beginning Regards, Senthil Kumar

Senthil Kumar Sankar · ‎01-26-2018

Hello, If it is UCCE with CVP, you should be able to do it. You can use Get Digits Microapp and CVP sends that in the CED field and you can deal with ICM Scripting on Routing.. I am sure there should be something similar like this in UCCX https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp10_0/feature/guide/CCVP_BK_FA976D84_00_feature-guide-for-cisco-customer/CCVP_BK_FA976D84_00_feature-guide-for-cisco-customer_chapter_01.html#CCVP_TP_G46BC8BE_00 The Get Digits (GD) micro-application plays a media file and retrieves digits. For example, you could use Get Digits in an application that prompts a caller to enter a password. Unified Customer Voice Portal passes the retrieved digits back to Unified ICME for further processing using the Caller-Entered Digits (CED) field in the ICM/IVR Messaging interface. (This is available in the Unified ICME script through the variable Call.CallerEnteredDigits). Regards, Senthil

Senthil Kumar Sankar · ‎01-25-2018

Hello, Your Ringtone Leg Invite Comes with SDP U-LAW and actual Dial-peer as A-LAW. Change the Dial-peer to codec g711ulaw and test the same v=0 o=CiscoSystemsSIP-GW-UserAgent 84 6089 IN IP4 142.102.64.1 s=SIP Call c=IN IP4 142.102.64.1 t=0 0 m=audio 16414 RTP/AVP 0 101 c=IN IP4 142.102.64.1 a=rtpmap:0 PCMU/8000 a=rtpmap:101 telephone-event/8000 a=fmtp:101 0-16 a=ptime:20 dial-peer voice 919191 voip description CVP SIP ringtone dial-peer service ringtone incoming called-number 91919191T voice-class sip rel1xx disable dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711alaw no vad Regards, Senthil Kumar

Senthil Kumar Sankar · ‎12-07-2017

Hello, The ReRoute Reason Code 1 is REQUERY_ROUTE_SELECT_FAILURE (1) "Routing client generated an error code from ReRouteReq msg indicating a Route Select failure." So basically need to check on CVP logs and VRUPIM logs as on why there was this reposnse. Table 2 RequeryStatus Variables Requery Status Variable Description REQUERY_ANSWER (0) Script ends. The call was successfully sent to the chosen target. Note This variable is used internally by the CallRouter. You cannot test for this variable in an IF node. REQUERY_ROUTE_SELECT_FAILURE (1) Routing client generated an error code from ReRouteReq msg indicating a Route Select failure. REQUERY_CALLED_PARTY_BUSY (2) Routing client generated error code from ReRouteReq msg indicating the called party is busy. REQUERY_NO_ANSWER (3) Routing client generated an error code from ReRouteReq msg indicating no answer. REQUERY_ERROR (4) CallRouter generated an error code. The attempt to send the call to target failed because the target was not reachable (i.e., busy, ring no answer). REQUERY_TIMED_OUT (5) The attempt to send the call to a target failed because the Routing Client did not respond within the DivertOnBusyCallTimeout period. The script ends. Note This variable is used internally by the CallRouter. You cannot test for this variable in an IF node. REQUERY_ABORTED (6) The attempt to send the call to a target failed because the caller hung up or the call was lost. In the case of ABANDON and DISCONNECT, the CallRouter assumes the call has ended and ends the script. The RequeryStatus value is set to 6, indicating REQUERY_ABORTED. Note This variable is used internally by the CallRouter. You cannot test for this variable in an IF node. Regards, Senthil Kumar

Senthil Kumar Sankar · ‎09-25-2017

The Logs which you have uploaded is not going to help in finding the problem. They are incomplete. As I said, Gateway logs are very important here to understand why Gateway sends that resposne to CVP Regards, Senthil Kumar

Senthil Kumar Sankar · ‎09-21-2017

Looks like there is a problme in the Gateway, Attach the CVP Logs and Gateway Logs, That should tell is why the Call Failing in Gateway or why Gateway responds with a failure You can use the below document to know abt trace levels https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise/116165-trouble-ucce-trace-00.html#anc32 Regards, Senthil Kumar

Senthil Kumar Sankar · ‎09-20-2017

I have seen this Peripheral Call Type 10 if agent goes off-hook and doesn't dial any number. You can quickly check in your TCD table for this Peripheral Call Type, if it has any DigitsDialed field has any Number or "NULL".

Senthil Kumar Sankar · ‎09-19-2017

Maybe you can try using the field "Peripheral Call Type"in the TCD table. Generally, if agent does a off-hook or made a call it would be 9 or 10. Below are list of thing which we could see in the Database Schema Guide https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ippcenterprise10_0_1/reference/UCCE_BK_D3D5FB15_00_1001-database-schema-guide-for-ucce/UCCE_BK_D3D5FB15_00_10-0-1-database-schema-guide-for-ucce_chapter_0100.html#UCCE_RF_TF69E04D_00 7 = Auto Out In Outbound option, indicates a Predictive /Progressive customer call. 9 = Out In Unified CCE, indicates call was placed outside the Unified CM cluster or that a network reached event was received 10 = Agent Inside 17 = Preview In Outbound Option indicates a Preview/Callback customer call 18 = Reserved In Outbound Option indicates a Reservation call. 27 = Reservation Preview Call type for Outbound Option Reservation calls for Preview mode. 28 = Reservation Preview Direct Call type for Outbound Option Reservation calls for Direct Preview mode. 29 = Reservation Predictive Call type for Outbound Option Reservation calls for Predictive mode and Progressive mode. 30 = Reservation Callback Call type for Outbound Option Reservation calls for Callback calls. 31 = Reservation Personal Callback Call type for Outbound Option Reservation calls for Personal Callback calls. 32 = Customer Preview Call type for Outbound Option Customer calls for Preview mode. 33 = Customer Preview Direct Call type for Outbound Option Customer calls for Direct Preview mode. 34 = Customer Predictive Call type for Outbound Option Customer calls for Predictive mode and Progreassive mode for agent-based campaigns. 35 = Customer Callback Call type for Outbound Option Customer calls for callback calls. 36 = Customer Personal Callback Call type for Outbound Option Customer calls for personal callback calls. 37 = Customer IVR Call type for Outbound Option Customer calls for Transfer to IVR campaigns. Regards, Senthil Kumar

Senthil Kumar Sankar · ‎02-17-2017

Hi, The TIP service is the Live Data interface to the PG and router. It queues events from PG and Router to the Live Data Reporting Service. Live Data uses the TIP transport protocol to communicate with the Unified CCE Router and PG servers. The active Live Data server establishes TIP connections to both sides of the Unified CCE Router and PGs. To know more about the TIP Service Logging, have a look at the Live Data Serviceability section. http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_0_1/Configuration/Guide/UCCE_BK_S5C6E0AE_00_serviceability-best-practices-guide-ucce/UCCE_BK_S5C6E0AE_00_serviceability-best-practices-guide-ucce_chapter_01100.html?bookSearch=true Below is the LiveData Reporting Topology. Let me know if you are looking anything specifically Regards, Senthil Kumar

Senthil Kumar Sankar · ‎02-14-2017

Hello, Have you configured the Deployment Type in CCEAdmin Page. Are you using Progger (Lab only) or 2000 agent reference design Have you configured the Live Data Machine Service Also make sure you have installed the VM with right OVA template Regards, Senthil Kumar

Senthil Kumar Sankar · ‎02-14-2017

Have a look at the AVAYA ACD Supplement guide, You should see a section called Peripheral Call Control Variable Map The mapping of route request elements to Peripheral Variables is controlled by the Call Control Variable Map field, which is found on the PG Explorer tool. The Call Control Variable Map field can be used to configure which peripheral variables should be reserved for a CTI application, and which ones the PG can use. http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/reference/guide/defacd.pdf Reagards, Senthil Kumar

Senthil Kumar Sankar · ‎02-13-2017

Hello Venkat, When you have unchecked the "Logout Reason Not Required" and if you don't have any SignOut Reason code Configured in Finesse, it is expected to see the Logout ReasonCode as 0. Regards, Senthil Kumar

Senthil Kumar Sankar · ‎02-08-2017

So basically the VXML Gateway uses sip/http protocols to communicate to the CVP Call Server. So the below mentioned debugs should help you to find whats going on debug ccsip mess debug voip ccapi inout debug http client all debug voip application vxml all debug voip application all

Senthil Kumar Sankar · ‎02-07-2017

Hello, Usually If a call error is detected on the CVP VRU leg, the incoming call is disconnected with a cause code 38. Its based on the TCL files used Have a look at the below document which explains the CVP TCL files http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal-901/200909-Overview-of-CVP-Gateway-TCL-Files.html#anc14 But still you need find out the cause for the problem. You might want to get the below logs and analyze CVP CallServer Logs VXML Gateway Logs Ingress Gateway Logs You can check the Tracing levels of CVP and Gateway here. But be cautious when you enabled on the Gateway as the logs will be more. http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise/116165-trouble-ucce-trace-00.html#anc21 Regards, Senthil Kumar

Senthil Kumar Sankar · ‎02-07-2017

Hello Victor, When you install a Logger and create an HDS database, the ICMDBA tool automatically sets the database recovery model to Simple. The Simple model is required for the UCCE data recovery mechanism. The same Recovery Model is recommended for AWDB as well Have a look at this Defect https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvb55665 Regards, Senthil Kumar

Date Registered	‎11-22-2012 02:45 AM
Date Last Visited	‎09-21-2018 10:25 AM
Total Messages Posted	410
Total Helpful Votes Received	184

Re: Finesse Host Name Change

Re: Contact center functions

Re: Send to VRU Node fails

Re: ICM router Requery

Re: Calls failing on outbound transfer ...

Re: Calls failing on outbound transfer ...

Re: Segregate Manual Outbound vs Dialer...

Re: Segregate Manual Outbound vs Dialer...

Hi,

Hello,

Have a look at the AVAYA ACD

Hello Venkat,

So basically the VXML Gateway

Hello,

Hello Victor,