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- About Anthony Holloway
Anthony Holloway
Member since
07-13-2006
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VIP Advisor
October 3, 2006 - My first ever post on the forums (NetPro), which was a question posted about wireless
https://community.cisco.com/t5/wireless-security-and-network/aironet-two-ssids-one-with-wpa-one-without/td-p/645863
December 7, 2007 - My last post, which was regarding a PIX firewall, before going full Collaboration (called Voice back then)
https://community.cisco.com/t5/firewalls/need-to-know-the-order-in-which-a-packet-is-analyzed-by-a-pix/td-p/898021
June 27, 2008 - Me jumping in with one of the hardest things to do in UCCX (called CRS back then), which was trying to figure out how custom Java classes work in UCCX, and asking lots of questions.
https://community.cisco.com/t5/contact-center/ipcc-4-0-2-custom-java-classes-problem/td-p/407085
I did end up posting a how-to article in the end, which currently has 12,000 views.
https://community.cisco.com/t5/contact-center/how-to-using-a-custom-java-class-in-uccx-5-x-soap-example/td-p/1029442
It's also interesting to look back at this one, because the guy with the most knowledge in the thread, Chad Stachowicz, is the same guy I battled in Engineering Deathmatch Season 1, Episode 2
http://engineeringdeathmatch.com/2015/07/09/s1e2-two-rings-four-hearts/
July 09, 2008 - My first helpful reply in UCCX, which started a 10 year journey for me on these forums
https://community.cisco.com/t5/contact-center/csq-prompt/m-p/818216
October 3, 2006 - My first ever post on the forums (NetPro), which was a question posted about wireless
https://community.cisco.com/t5/wireless-security-and-network/aironet-two-ssids-one-with-wpa-one-without/td-p/645863
December 7, 2007 - My last post, which was regarding a PIX firewall, before going full Collaboration (called Voice back then)
https://commun
3314
Posts
3034
Helpful
560
Solutions
Recent Badges
Awards
Cisco Designated VIPs 2015 Contact Center 2014 Contact Center 2013 Contact Center 2019 Contact Center
4
Spotlight Awards Doc/Video September 2012
1
Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-15-2019
12:08 PM
03-15-2019
12:08 PM
I'm pretty certain your customizations to Finesse are limited to the containers (aka Gadgets) and you will not be able to customize the background, for example. You can however roll your own Finesse-like web app, utilzing the Finesse APIs. There is even a sample application to get you started. https://github.com/CiscoDevNet/finesse-sample-code/tree/master/NonGadgetSample
... View more
Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-15-2019
11:32 AM
03-15-2019
11:32 AM
trumpwrong.gif
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-15-2019
11:27 AM
03-15-2019
11:27 AM
Your Get Digit String step has a Retry value greater than 0, an input length greater than 1, and you're not pressing the terminating digit (default is #), therefore, the system is like: "You haven't given me enough information. Try again."
How to fix:
Change the Retry value to 0
Add a label at the top of the Success branch called something like Process Input (you can call it whatever you want)
Change your Goto Step in the Timeout Branch to Goto the Process Input label (or whatever you called it)
The reason for the new label and goto change is because, unless you press the terminating key (default #), a single digit entry will result in the Timeout branch. You want all quantity of digits (to include 0/None) to be processed by your Successful branch. It is in the successful branch where you will perform your input validation. I.e., Did the press anything? If so, was it a single digit? If so, was it a valid single digit? If multiple digits, is it a valid destination? <--- You don't want people to be able to just type in any phone number here, because that can be abused. Either limit your PT/CSS in CUCM for the ports, or do some stronger validation in the scripting. Or both!
Picture for reference:
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-14-2019
10:00 AM
03-14-2019
10:00 AM
Just to be clear, from your system's perspective, the call path is the same for both the cell phone call, and the landline call? E.g., PSTN > Voice Gateway > CUCM > UCCX > Agent If so, then your issue is likely on the voice gateway, but without know what protocols you're running, it would be hard to say. Either way, I doubt the issue is going to be resolved in the UCCX application, more likely it will be VGW or CUCM, and so you might have better luck in the IP Telephony forum.
... View more
Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-14-2019
09:58 AM
03-14-2019
09:58 AM
Stay cautious of running undocumented scenarios. The below link crippled a contact center I worked on, all just because the agents were using an undocumented browser version. https://community.cisco.com/t5/contact-center/uccx-11-finesse-live-data-socketio-high-cpu-and-ie9/td-p/3576014
... View more
03-14-2019
09:55 AM
I agree with David here. UCCX is a great application with many strengths, but handling multiple contacts in the same script is not one of them. If only Cisco allowed us to connect two Active Contacts together. I.e., Connect the Triggering Contact with a Place Call step Contact.
... View more
Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-14-2019
09:53 AM
03-14-2019
09:53 AM
In the script editor, place the Set Contact Info step, inside the Successful branch of your transfer step, and mark the call as Handled. This is not only a good practice, it is in fact a benefit to the system to do so: "When transfering to another application, mark the call as handled using the Set Contact Info step. Not doing so will result in a delay of 5 seconds as additional internal events have to be handled for the call." Source: https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/guide/EditorSeriesVol2.pdf
... View more
Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-14-2019
08:19 AM
03-14-2019
08:19 AM
The link I gave is performed from the Agent PC. If the users click the Send Error Report link in the lower right of the screen, then you can download them from the server via RTMT. RTMT > Trace & Log Central > Collect File > Cisco Finesse Then in your folder you download from the server: \yourlogfolder\uccxservername\2019-03-14_10-18-07\desktop\logs\clientlogs\Desktop-ClientLog.AHolloway.2019-03-14T10-15-49.767.log
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-12-2019
06:53 PM
03-12-2019
06:53 PM
It might be possible. Try to shove a dequeue step in between the select resource and connect steps, like so.
Select Resource
Successful
wait = Get Reporting Statistics (Current Wait Duration)
If (wait >= threshold)
True
Dequeue
Goto Do Something Else
False
Connect
Successful
End
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-12-2019
10:17 AM
03-12-2019
10:17 AM
I have no idea. This is either a defect, or a core configuration change to your environment for how DTMF is negotiated and MTPs inserted. Either way, it's probably outside of the scope of UCCX. I.e., There's not going to be a setting in UCCX you need to change to make this work. It's going to be in CUCM and/or your Voice Gateway. It might be better to post this in the IP Telephony forum. For starters though, you'll need to determine what DTMF relay mechanism is in play before the transfer attempt, and then what relay mechanism is negotiated after. And whether or not an MTP/XCODER is being inserted to help out with a mismatch of media capabilities. For your reference, UCCX will only work with call legs which negotiate Out of Band DTMF (such as: H245 alpha, SIP KPML, MGCP, SCCP, etc.). too many times I see people with either their dial-peers on their voice gateway, or the SIP trunk in CUCM to their voice gateway hard coded/limited to RFC2833/RTP-NTE, and they don't realize how that's bad. You should always try to include one OOB option with your inband option, and your SIP trunk should always be No Preference.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-12-2019
10:08 AM
03-12-2019
10:08 AM
Sure, try using yourvariable.split("\|") (Note the escaping of the pipe symbol) Then, you could actually just use the Set step, to set a String Array vairable with all of the parts, and access each element like this: Set mystringarray = yourvariable.split("\|") Set s_deldate = mystringarray[0] Set s_confirmationNum = mystringarray[1]
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-12-2019
10:05 AM
03-12-2019
10:05 AM
Looking at the documentation: https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/guide/EditorSeriesVol2.pdf It would appear that the step only supports Date and Numeric type variables, and not Strings. So, you'd have to split your string up, into it's components, and convert to int. Example: month = (int) ddate.split("/")[0] day = (int) ddate.split("/")[1] year = (int) ddate.split("/")[2]
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-12-2019
09:55 AM
03-12-2019
09:55 AM
Do you mean like this: https://community.cisco.com/t5/collaboration-voice-and-video/how-to-capture-uccx-finesse-locallog/ba-p/3102417
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
03-12-2019
09:53 AM
03-12-2019
09:53 AM
1) No scripting needed, just transfer the call 2) Priorities are the way to go here, and can be done in scripting, but you'll have to ask yourself where you'll pull the list of VIP callers from E.g., Web Server, DB, local CSV, etc. 3) I don't understand this requirement. Can you give an example?
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03-12-2019
09:50 AM
You shouldn't need anything on the end of it to make it work. Just ending the XPATH expression with the node name: todStart should be enough. Have you tried that? I would also recommend you not use the descendant/child method either, simply do: "//" + Holiday + "/date" for the date "//" + Holiday + "/todStart" for the start time "//" + Holiday + "/todend" for the end time
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Created by
Anthony Holloway
in Contact Center
Friday
Friday
I'm pretty certain your customizations to Finesse are limited to the
containers (aka Gadgets) and yo...
Friday
Your Get Digit String step has a Retry value greater than 0, an input
length greater than 1, and you...
Thursday
Just to be clear, from your system's perspective, the call path is the
same for both the cell phone ...
Thursday
Stay cautious of running undocumented scenarios. The below link crippled
a contact center I worked o...
Thursday
I agree with David here. UCCX is a great application with many
strengths, but handling multiple cont...
Thursday
In the script editor, place the Set Contact Info step, inside the
Successful branch of your transfer...
Created by
Anthony Holloway
in Contact Center
a week ago
a week ago
The link I gave is performed from the Agent PC.If the users click the
Send Error Report link in the ...
Created by
Anthony Holloway
in Contact Center
a week ago
a week ago
It might be possible. Try to shove a dequeue step in between the select
resource and connect steps, ...
Created by
Anthony Holloway
in Contact Center
a week ago
a week ago
I have no idea. This is either a defect, or a core configuration change
to your environment for how ...
a week ago
Sure, try using yourvariable.split("\|") (Note the escaping of the pipe
symbol)Then, you could actua...
Created by
Anthony Holloway
in Contact Center
a week ago
a week ago
Looking at the
documentation:https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/co...
Created by
Anthony Holloway
in Contact Center
a week ago
a week ago
Do you mean like
this:https://community.cisco.com/t5/collaboration-voice-and-video/how-to-capture-uc...
Created by
Anthony Holloway
in Contact Center
a week ago
a week ago
1) No scripting needed, just transfer the call2) Priorities are the way
to go here, and can be done ...
Public Statistics
| Date Registered | 07-13-2006 02:19 PM |
| Date Last Visited | 03-20-2019 05:59 AM |
| Total Messages Posted | 3,314 |
| Total Helpful Votes Received | 3034 |
Helpful Votes Given To
| User | Helpful Count |
|---|---|
| 193 | |
| 5 | |
| 10 | |
| 15 | |
| 50 |
.jpg "Hall of Fame Master"){kind=icon}
Helpful Votes From
| User | Helpful Count |
|---|---|
| 5 | |
| 35 | |
| 5 | |
| 5 | |
| 10 |
Awards
Cisco Designated VIPs
2015 Contact Center
Cisco Designated VIPs
2014 Contact Center
Cisco Designated VIPs
2013 Contact Center
Cisco Designated VIPs
2019 Contact Center
Community Spotlight Award
Doc/Video September 2012
