P signifies that the PG is Paired I signifies that the PG is In-Service A signifies that the PG is Active The image below shows what a healthy opctest status would look like. Version is 10.5, but it hasn't changed in subsequent versions   ... View more

If your dashboard is based on the Call_Type_Real_Time report, you can use RouterCallsQNowTime as a metric. This will display the total number of seconds spent in queue for all calls currently in the Call Router queue ... View more

Use the peripheral variables in ICM, assuming that's in CST ... View more

Ayodeji, is this a chat or a web callback? The Wait node works, but it's bound to the limits of the MRD, and for chat, it goes a step further. For chat, there is a watchdog setting that is bounded to the MRD setting, and this value cannot exceed what the Max in Queue time value is. ... View more

If you're wanting to use Customer SSO to transfer metadata from the authentication token into ECE, then you must use SAML. If nothing else, SAML is hard coded into the configuration as the Identity Provider. If you're wanting to enable "anonymous" chat where the customer does not have to plug in values into the chat web form, you can do that through the Aqua template, but everyone is anonymous. ... View more

PCCE v12 I'm curious to know what Brian's reasoning is to say that this is on CCE. We know that a prerequisite to Agent Greeting is having built in bridge. If Brian is saying that they're waiting on the CCE team to not require BiB for Agent Greeting, then I can see that... otherwise, I don't understand where he's coming from. ... View more

As of version 12, there is no support and no workaround ... View more

@Ramamoorthy Shanmugam, for common ground, you'll have to do an over-the-top upgrade for Windows Server and SQL Server. This is a huge mess that Cisco has created essentially forcing all 12 deployments, including those in production, to upgrade SQL and the operating system. If you're on CCE 12 already, you'll need to apply ES18 to perform the OTT upgrade. I highly recommend working with TAC on this. ... View more

What version of EIM is this? ... View more

1. When agent is on a call, chats are not delivered to the agent. How can I enable this? You cannot. With version 11.5 and 11.6, this is a fundamental "issue" with the Call Router. In the Cisco world, Voice is king, and even if you were to make the Voice MRD interruptible, it still will not allow an agent to accept a new activity while on a call. Rule of thumb in ECE 11.5/11.6 is that when you're on a call, you cannot accept new activities, but you can continue working on existing activities. This has been improved in version 12 where you can pick and pull activities while on a Voice call. In version 12, Cisco calls this improved Integrated Digital Multi-Tasking. If only they would improve inbound/outbound with the dialer...   2. When no agent is available to take a chat ( ie if Agent is chatting with another customer), The chat window is presented to the customer. Customer starts typing and then once the queue wait timeout expires, the customer gets sorry no agent is available. How can I ensure that customer only gets the chat window when an agent is available to chat. I have enabled the "Agent availability required" on the entry point, however this does not seem to help So the Agent Availability should do the trick. In fact, I'm guessing that the agent who's already chatting has a higher concurrent task limit and is simply not accepting the chat. The chat can be delivered to the agent, and if after 2 minutes the agent does not click on the chat, the chat will essentially RONA to the next agent. If there is no 'next agent', then the customer will receive the no agent is available message. If you want that agent only working on one chat and one chat only, ensure that their concurrent task limit is set 1.   And also... you REALLY need to get this customer to ECE 11.6 with at least ES4. ECE 11.5 is very buggy and lacks the features introduced in 11.6 ES4. ... View more

I have ran into this problem on the UCCE side. It's extremely disruptive. Customer has moved to another browser for now ... View more

The patch for that vulnerability has been out for several years. Also, depending on what version of Windows Server you're running, SMB v1 might be disabled by default. UCCE does not have an SMB v1 dependency, so if it's not already disabled, you can go ahead and disable it. But your servers should be getting monthly patch management, and there should be hardware appliances on the edge of your network to help combat malignant threats. All you can really do for UCCE and its VOS applications is stay on top of Windows and VOS patching. ... View more