Oof! Like I said, you *might* be better off. I have never done that before, so it was just an idea. All custom development will be challenging my friend. Have you tried the developer forums? https://community.cisco.com/t5/contact-center/bd-p/j-disc-dev-contact-center ... View more

I don't know if there's documentation, but how I consume flex licenses is by going to the traditional license portal (cisco.com/go/license), select the smart account/virtual account, then the PAKs are already loaded in the list for me, so I just have to find the right one (filtering on SKU contains flex helps), then after I've identified the PAK I need, I check the box next to it, then select Get License From Selected PAK, and that's it. It's just like non-flex licenses at that point. Put in your PLM or License MAC and download/email the license. As far as mixing license types: Premium and Standard, I do not believe Flex changes how UCCX operates, and so no, you would not be able to mix them on the same UCCX. ... View more

Yeah, it's not quite "easy" I would say. It also only works in browsers which support Java, which is only IE these days. I have done this before, and so it does work, under the right conditions. I would say, start by downloading the ZIP from the link provided and start reading the documentation contained within. At a high level, you get new gadgets in to Finesse like this: 1) reset the 3rd party gadget account password on each uccx server via the CLI 2) SFTP the gadget files to each server via some SFTP client of your choosing (E.g., WinSCP, FileZilla, PSFTP) 3) Add a reference to the new gadget in the Finesse Desktop Layout XML in Finesse Admin 4) Login to Finesse One helpful tip I can give you, is to create a version based folder structure. If you upload files to the server the first time, you do not need to restart anything. If you however, modify those files, you have to restart Cisco Finesse Tomcat to see the changes, and this impacts all of your Agents. So instead of modifying files, just keep creating new version folders, and upload new files everytime, changing your Finesse Desktop Layout XML to point to the new version. E.g., SFTP Directory on Server files/mynewgadget/v4/mynewgadget.xml Then if I need to fix something in the gadget and test it, I would create a v5 folder, and re-upload all the files to v5, then change the desktop layout to use v5. ... View more

Thanks for posting your experience. Why didn't you write out the command to restart Socket.IO? I typically will recommend a reboot of UCCX after cert work for two reasons: 1) It's faster and easier than restarting the 6 services necessary (you missed listing Socket.IO and Cisco Unified Intelligence Center Serviceability Service in your list of 4) 2) There is a "feature" in CUCM where you need to deactivate and reactivate TFTP after cert work, not simply restart it. With that as a looming possibility, combined with Cisco introducing a new service to restart in future versions, again, it's easier and faster to just restart the whole server. Granted, in server cert work, you don't need to restart the Engine, so the only impact is to your Agents/Supervisors, there is a case where you need to restart the Engine, and it's when you're adding new certs into Tomcat-Trust for use within scripts (E.g., Make REST Call). ... View more

You would not need a new license when upgrading within the same major version like OP: 11.0 to 11.5 ... View more

It will be all of them. You could create a new separate Call Control Group and assign it to the one trigger however. There is no way to set MOH on a trigger itself, just on the CCG it's associated to. ... View more

You said you made the change to the phones and to the CTI Route Point, but did you make the change to the UCCX > Subsystems > Cisco Unified CM Telephony > Call Control Groups? You'd be looking to set the User Hold Audio Source to corresponds to the Place Call Hold step in the script, whereas you'd be looking to set the Network Hold Audio Source to correspond to Call Consult Transfer and Select Resource/Connect steps. ... View more

I agree with Jonathan that this is a poor replacement for a true whisper feature. Cisco just needs to implement the real thing for us...like callbacks. Why does UCCE get all the fun? ;) ... View more

I'm not Jonathan, but I'm adding a screenshot to my post as well. ... View more

It's basically this setup   Variables User agent_selected = null String agent_extension = "" Contact agent_whisper = null String csq_primary = "CSQNameHere" Steps /* Be sure to set Connect to No and to set the Resource Selected to agent_selected */ Select Resource (--Triggering Contact-- from csq_primary) Selected agent_extension = Get User Info (agent_selected, Agent Extension) /* Select correct values for CCG ID and Dialog ID */ /* See Subsystem/CM Telephony/CCG and Subsystem/Cisco Media respectively */ On Exception (ContactInactiveException) Goto Whisper Done agent_whisper = Place Call (to agent_extension) Successful Play Prompt (agent_whisper, p[your-whisper-file.wav]) Terminate (agent_whisper) NoAnswer Busy Invalid NoResource Unsuccessful Whisper Done: Clear Exception (ContactInactiveException) Connect (--Triggering Contact-- to agent_selected) Connected End Failed ...handle failed transfers here... Queued ...handle normal queue stuff here... Note that your CCG ID does not have to be an outbound CCG.  In fact, it might make the most sense to select the same CCG as the inbound call.   Screenshot     EDIT: Added screenshot, and refactored sample code to match screenshot ... View more

You can use a normal inbound call control group with the Place Call step to make an outbound call. Confusing, I agree, but that's how it is right now. Try this, just create a blank new script, create 1 variable of type Contact with a null value. Then in the script, drag in the Place Call step. Configure this step to call you at your extension (format the number correctly), and then set the correct values for your CCG Group ID (a number) (Subsystems > Cisco Unified CM Telephony > Call Control Groups) and Media Group ID (a number) (aka Dialog Group) (Subsystems > Cisco Media). Now, configure your Contact variable in there as well and click OK to close the properties window. Last, press F5 on your keyboard to start a debug session and your phone should ring. Granted, you will hear "I'm sorry...", so to play something meaningful, you use the Play Prompt step, switching out your --Triggering Contact-- for your Contact variable, and then playing a prompt file of your choosing. SP[welcome] is always a good test. Then maybe Terminate the call (swapping out Triggering Contact again). ... View more

Sorry, I don't know. I looked around a bit for a way, but I didn't find anything. I tried the admin api for agentstats, but that's cluster-wide and not per server. I tried the command show open ports but the counts never lined up perfectly. I didn't see a finesse api to give it up either. I hope you find the answer though, because I want to know how to do this too. Good luck! ... View more

This changed in UCCX 11.6(1) Finesse Failover Enhancements Finesse Desktop can failover independent of the Unified CCX engine mastership status.  This will also enable agents to login to either of the Unified CCX server irrespective of engine mastership status.   Source: UCCX 11.6(1) Release Notes ... View more

Whenever something breaks after a long period of time, you should always be thinking "there is a maximum number of script steps which can be executed for a given call" The default is 1,000 steps, and can be found in AppAdmin in the System Parameters. What's yours set to? What does the loop look like in the calling script to the callback trigger? What does the queue area look like in the callback script which is called from the calling script? You want to loop very infrequently, and you want to process as few steps as possible, in order to not exceed the max steps. Or crank your max steps up super high, like 50,000. I prefer the former. Also, you'd know if your hitting max steps by running this command on your Engine Master's CLI, and if there's results from the search, you're hitting the ceiling. file search activelog uccx/log/MIVR "maxexecutedstepsexceeded" ignorecase ... View more