What is the Input Length and Interdigit Timeout set to on the Get Digit String step? https://developer.cisco.com/docs/contact-center-express/#filter-tab-get-digit-string The step logic is to wait for a additional digits up to the Input Length and wait for Interdigit Timeout between each digit entered. This would explain why you hear silence or perceive nothing is happening. Anticipating your next challenge: the step expects exactly the number of digits specified in Input Length. If you set it the Input Length to four (4) and then enter "0" you will hit the Timeout or Unsuccessful branch (run a reactive debug to verify - I can never remember which) instead of Successful. You can compensate for this by adding an If step within the other branch to check for a non-null value and, if true, goto the Successful branch to resume your normal logic with a label. ... View more

HTTPS will fail unless you use a proper DNS FQDN; certificates do not include the IP address in the CN or SAN. Do the ITL thumbprints match between a working and non-working phone? Does “show itl” work from the TFTP nodes? Are the TVS server certificates not expired and present in the ITL? ... View more

This is a technical support forum. You should direct quoting-related questions to your Cisco partner; they will need to transact the order anyway. ... View more

It is going to be mighty difficult to help you with zero technical detail. Let’s see a screenshot of the script for starters.   What happens when you do a reactive debug? ... View more

The most likely cause is the audio codec being used for the call isn’t supported by MediaSense. That would include Opus, G.722.1 or G.722.2 (aka AMR-WB). There is an Enterprise Parameter to disable Opus for recording-enabled devices. The equivalent parameter for G.722 does not include the annexes such as .1 or .2 - an oversight on the developer’s part. To avoid using those you would need to punt them to the bottom of the Audio Codec Preference List and change the clusterwide default list under Service Parameters. ... View more

You should not need MTP Required as CUCM should detect the mismatch between CCX CTI Port and the codec offered by the carrier to invoke the MTP automatically. As for the inability to call out when the MTP is engaged, the only way to troubleshoot this is to look at logs. Personally, I would start at CUBE since it will let you see both “sides” of the SIP dialog and who decided to tear down the call. If you see the call never made it to CUBE or that CUCM decides to abort you would want to move your attention to the CUCM SDI/SDL traces. ... View more

One other thing to call out here: 400 agents, or even 300, is pushing the envelope of what CCX is capable of supporting. Be certain your solution will fit within the published limits.  For example, the BHCC limit of 6000 will require call connection times of four minutes depending on your abandonment rate to stay under the cap at 400 people. Also be confident that CPS spikes are highly unlikely for your workload since CCX is only capable of 1.6 calls per second. Other limitations such as team size or quantity of supervisors also frequently become problematic at this scale. Review the SRND: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/design/guide/uccx_b_uccx-solution-design-guide/uccx_b_uccx-solution-design-guide_chapter_01001.html   Also consider using the UC Sizing Tool to validate everything. I believe this tool still requires partner-level access: https://cucst.cloudapps.cisco.com/landing ... View more

You cannot change a device type in CUCM after it is created, phone or gateway. You will need to use BAT to insert the new gateway and ports, temporarily using a fake  hostname so CUCM allows you to insert it while the VG224 is still in the database. The DNs will be shared across both ports at this point. If you must reuse the same hostname and IP address then you will need to take the VG224 out of service, connect the new VG310 and get it on the network, and then change the hostname of both gateways in CUCM to give yourself a rollback plan: the VG224 to a fake hostname and the VG310 to the real hostname. Apply config on both to rewrite the TFTP config files and then bring the MGCP service up on the new gateway. The ports should register at this point. You can delete the old gateway once testing is complete. ... View more

There have been defects over the years about speakover causing half-duplex behavior in the phone DSP. Are you running a current phone firmware load? If not, try updating it. This answer assumes you are *not* invoking an MTP as Jaime mentioned (eg RSVP Agent of Trusted Relay Point). ... View more

Are you attempting add capacity using both gateways, adding the first gateway at Side B so there is one gateway per-side, or replacing the gateway with the new one where only a single gateway will continue to be used? If the first scenario I believe you will need CUSP to provide that old balancing. The second scenario is what Bill mentioned in Side B. ... View more

Probably a stuck Redial softkey. Anyway, if you aren’t familiar with even pulling SDL traces through RTMT it’s unlikely that you will know how to read them. I suggest opening a TAC case for assistance here. ... View more

It’s a permission model: CUCM will accept monitor CTI events from that user for anything in the Monitoring CSS. For example, if you wanted to allow only monitoring of the contact center and not executive DNs you would put them in different Partitions and only include the agent DNs in the Monitoring CSS. Practically speaking this isn’t a concern with Finesse because it does not expose a way to arbitrarily specify the DN to monitor. The gadget only allows you to select from agents in the team. ... View more

CCX is the external CTI application. Take a look at the CCX config guide. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/11_5_1/featureConfig/CUCM_BK_C7DC69D3_00_cucm-feature-configuration-guide_115/CUCM_BK_C7DC69D3_00_cucm-feature-configuration-guide_115_chapter_01010.html ... View more

CIPC reaches End of SW Maintenance (ie no more bug fixes) this September. That is the milestone people should have it replaced by a new solution by, especially since it relies on Java! Please do not consider it for a new solution/deployment. https://www.cisco.com/c/en/us/products/collateral/collaboration-endpoints/ip-communicator/eol-notice-c51-740383.html ... View more