About James Hawkins

James Hawkins · ‎10-01-2018

Hello, I vaguely recall reading a document which described how to set up a resilient Finesse IP Phone Agent for UCCX using a UCCX script so that each end phone would only need to subscribe to a single service. I now have a need to do this but cannot find the document. Can anyone help me out with finding this document?

James Hawkins · ‎09-12-2018

Hello, I am currently planning a CCX deployment which will use always on active recording using a third party recording product called Red Box Recorders. This product uses the BiB in the phone to fork a stream to the Red Box Recorder server. My query is if this recording is configured does that mean that the built-in CCX features for silent monitoring and barge will be disabled. My guess is yes as the also use the BiB but would like to know if this is correct.

James Hawkins · ‎09-10-2018

Hi Jinto, Thanks for your response. The deployment I am involved with is just a proof of concept of web-chat but email will be a production service. It think I will find it very difficult to persuade the customer to deploy a web proxy server just for this test. If they did not need email I would put the SM server outside the firewall but do not want email traffic to be routed out to the SM on the Internet and then back in. It would be good if CCX could support separate SM servers for chat and email to avoid this. Regarding your mention of certificates would I need to put the public hostname of the SM server into a cert on the web proxy? - e.g. chat.company.com Thanks for you previous response.

James Hawkins · ‎09-06-2018

So I have been doing some more research and it seems that NAT is not supported for SocialMiner. This means that for this deployment the SM server will have to be placed on the public Internet as the customer does not have a DMZ that uses public addresses. The also have security concerns about hosting a VM on the external Internet on the same ESXi host that they use to host "normal" DMZ servers. With this deployment there is also a requirement to punch holes through the corporate firewall to allow SM to talk to Active Directory. This is a very messy setup from a security perspective and could all be avoided if SM could use NAT. Can anyone confirm that my understanding above is correct? - it will be a difficult sell to my customer.

James Hawkins · ‎09-05-2018

Hello, I am about to deploy UCCX 11.6(2) with SocialMiner to support web chat from end users on the Internet. I am confused about how the network should be set up to support this. The customer architecture has a DMZ that uses private addresses and static NAT is used to provide access to servers in the DMZ by mapping public addresses to their private addresses. However the UCCX 11.6(2) design guide states that NAT is not supported. The UCCX port utilisation guide shows that https (TCP 443) traffic must be allowed from users on the Internet initiating chat sessions to the SocialMiner server I am struggling to see how this can work. The design guide does vaguely mention using a proxy server but does not really explain what this will do. Is the configuration I want to implement supported or are public IP addresses required in the DMZ? This issue seems to have been raised numerous times since UCCX web chat was introduced but no definite answer seems to have been provided (that I can find).

James Hawkins · ‎09-03-2018

You can do this using the CME Class of Restriction feature The link below has an overview http://www.learncisco.net/courses/icomm-ccna-voice/call-flows-in-cuc-systems/cuc-manager-express-cor.html

James Hawkins · ‎07-30-2018

Do you use Line CSS's as part of your dial plan? If not then you could probably do this by putting no Device CSS on the secretary's phone and a Line CSS on her DN and no CSS's on the other lines. Pretty clunky though.

James Hawkins · ‎07-09-2018

Could you just have the CCX script pause for say 10 seconds after sending the notification to the walkie-talkie system and then send a REST request to a simple database to would be populated by a response from a walkie-talkie? I have used Airtable for simple CCX REST integration and it could work ok for your requirement.

James Hawkins · ‎05-25-2018

duplicate removed

James Hawkins · ‎05-25-2018

Thank you for writing such a comprehensive response. It is most appreciated.

James Hawkins · ‎05-23-2018

Hello, Last year I deployed a CUCM 11.5 cluster for a customer and used certificates signed by their internal certificate authority (Microsoft) for Tomcat and CallManager. These certificates will expire in approximately one month and so need to be replaced. I need to understand the process to do this safely without causing ITL issues for IP phones. I have found a Cisco document that covers this process for self-signed certificates but it seems to have some gaps for my requirement. https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/200199-CUCM-Certificate-Regeneration-Renewal-Pr.html#anc8 The document has a section which discusses how to avoid these issues Regenerate Certificates in Specific Order This procedure provides a TFTP server with a valid/updated ITL file from a trusted TFTP server that is available. Stop TFTP service on the Primary TFTP server. Make changes on the Primary TFTP server's certificates (as needed). Reset the phones (in order to get a new ITL file from the Secondary TFTP server) - dependent upon which certificates are regenerated, this might happen automatically. Once phones have returned, start the Primary TFTP server's TFTP service. Make certificate changes on the Secondary TFTP server. Reset the phones (in order to get a new ITL file from the Primary TFTP server). Caution : Do NOT edit certificates on both TFTP servers at the same time. This gives the phones no TFTP server to trust and requires the local administrator to manually remove the ITL from all phones. I guess this process should work for certs signed by a CA but for this cluster I have used a multi-SAN certificate rather than one per server. I am therefore not sure that this process would work as the multi-SAN cert would be copied to the secondary TFTP as soon as it is loaded on the primary server. Has anyone done this successfully for this type of environment? - there are 3000+ phones connected to this custer so avoiding ITL issues is critical

James Hawkins · ‎05-22-2018

Hi Chris, It does look like you can still apply for a free Tropo developer account at the link below: https://www.tropo.com/register They do seem to be asking for a lot more information than was the case when I signed up though. I guess that your application will be reviewed and could be refused if they do not think that there is a sensible use case and generating prompts for UCCX probably would not make the cut.

James Hawkins · ‎05-20-2018

I use Cisco Tropo to do this. https://www.tropo.com A developer account is free and you can write simple scripts to record calls and store the results on an ftp server. Tropo supports various languages - the script below is Python. When the application associated with it is called it plays a welcome message, then plays and records to sample prompts and transfers the recordings to an ftp server (in this case drivehq which is free) and then plays a goodbye prompt and hangs up. say("Welcome to Tropo James") startCallRecording("ftp://ftpusername@gmail.com:password@ftp.drivehq.com/troporecordings/abpopen.wav") say("Thank you for calling Example Company. Please select from the following options. For Sales press 1. For support press 2. For Customer Services press 3.", {"voice":"kate"} ) stopCallRecording() startCallRecording("ftp://ftpusername@gmail.com@ftp.drivehq.com/troporecordings/abpclosed.wav") say("Thank you for calling Example company. Our office hours are Monday to Friday 8 a m to 5 p m. Please call back within these hours.", {"voice":"kate"} ) stopCallRecording() say("Goodbye James") Free developer accounts do not have DDI numbers but do have SIP URIs that can be called using a Windows SIP softphone and free SIP account. The recordings can be downloaded from the FTP server using something like Filezilla. They are not in G711 format so I use NCH Switch to convert them. Trop offers lots of different voices and the prompts are pretty good quality. https://www.tropo.com/docs/scripting/international-features/speaking-multiple-languages This may sound complex but it is actually pretty simple. I am currently writing a Python script which will automatically generate a Tropo python script from a CSV file containing prompt text, prompt names and voices. Hope this helps James

James Hawkins · ‎05-08-2018

It would be helpful if you could post your script (or a screenshot of it) so we can see what it is doing. From your description it sounds like you are using the Delay step - is that after you put the call into a queue? - the delay step should not be used that way. Try using Call Hold/Call Unhold instead.

James Hawkins · ‎04-09-2018

Hi, This forum does not allow zip files to be downloaded. I have uploaded the zip file to my Box account. You can download it using the link below. https://app.box.com/s/5y378tkcy98b5a26h6107q3vcd9eubme Regards James

Date Registered	‎12-19-2003 04:49 PM
Date Last Visited	‎10-12-2018 12:22 AM
Total Messages Posted	1,589
Total Helpful Votes Received	943

Finesse IP Phone Agent high availabilit...

CCX Call Recording and Silent Monitorin...

Re: SocialMiner UCCX Web Chat network c...

Re: SocialMiner UCCX Web Chat network c...

SocialMiner UCCX Web Chat network confi...

Re: Block Extension Range From using sp...

Re: Multiple Phones Ring

Re: Incoming web Service to UCCX

Re: Replacing certificates signed by an...

Re: Replacing certificates signed by an...

Replacing certificates signed by an int...

Re: UCCX Prompts

Re: UCCX Prompts

Re: Script delay or exception

Re: UCCX Script - Emergency Script of S...