Dear members, This is a PCCE environment version 11.5. The system is up and running since almost 3 years.  Recently our customer decided to configure Courtesy Call Back, and one of the things to be done is to install the CVP Reporitng Server as it was not installed previously. The installation went just fine and the server has been deployed in OAMP but the issue is that the status is showing as Down. In the Reporting Server logs, we noticed the below error: 1042: ReportingServerIP: Apr 01 2020 11:14:41.884 +0300: %CVP_11_5_MSGBUS-1-PLUGIN_INITIALIZATION_FAILURE: SYS_RPT1 Plugin initialization failed due to being unable to find the server at CallServerIP port=23003. Exception: java.net.ConnectException: Connection refused: connect [id:9] Telnet from Reporting Server to CallServer on port 23003 is failing noting that there is no firewall in between and windows firewall is shutdown on both servers. Even Telnet on the reporting server itself on port 23003 is failing. Restarting the reporting server didn't solve the issue. Below is the content of the messageAdapter.properties on the reporting server:  # --------------- REPORTING SS OUTPROCESS PLUGIN ------------------- MessageAdapter.RPT3.active = true MessageAdapter.RPT3.plugin.SYS_RPT1.class = com.cisco.msg.msgbus.outprocess.OutProcessClientPlugin MessageAdapter.RPT3.plugin.SYS_RPT1.param.pluginType = OUT_PROCESS MessageAdapter.RPT3.plugin.SYS_RPT1.param.adapterName = RPT3 MessageAdapter.RPT3.plugin.SYS_RPT1.param.adapterType = RPT MessageAdapter.RPT3.plugin.SYS_RPT1.param.primaryServerHostname = CVP-Call-VXML-Server-IP MessageAdapter.RPT3.plugin.SYS_RPT1.param.primaryServerPort = 23003 MessageAdapter.RPT3.plugin.SYS_RPT1.param.socketReadTimeout = 0 MessageAdapter.RPT3.plugin.SYS_RPT1.param.waitForApplication = 3 MessageAdapter.RPT3.plugin.SYS_RPT1.param.mirrorPluginName = MSGBUS_RPT3 MessageAdapter.RPT3.plugin.SYS_RPT1.param.qosLevel = default Do you think that the the primaryServerHostname should be the Reporting Server IP instead of the Call Server IP?  Anyone can advise? Thank you in advance.     ... View more

Dears, We have currently a UCCX cluster version 11.5 configured to use G711 (in system parameters).  Calls from the PSTN to the UCCX Triggers are working just fine. However, internal calls from branches (over the WAN) are failing (callers get a busy signal). We have checked the regions configuration in CUCM, all regions are configured to use G729 to communicate with the head office where the UCCX Triggers (CTI Route Points & CTI Ports) are registered.  We have created a testing region that uses G711 >>  the issue got resolved. When we tried to change the codec in UCCX to G729, the audio prompts quality became very bad. Changing the codec to G711 over the WAN is not an option as the bandwidth won't be enough. Any suggestions on what could be done? Thank you in advance. Regards, ... View more

Dears, We are facing the below issue in our Courtesy Callback script. When the call back is initiated to the customer ,the Announce Callback prompt starts before the customer answers the call, same for not answering or hang-up, it starts playing on ringing. The CallBack_Reconnect element is always exiting as connected even if the customer didn’t answer the call or Hang-up. Anyone can advise? Thank you ... View more

Dears, This is a UCCX Environment V. 11.5 When someone dials the call center number, it is taking around 5 seconds for the IVR to be triggered. Is there any timer on CUCM/UCCX/VG that we can control to decrease this delay? Any help is highly appreciated. Thank you, Lara ... View more

 Dears, Is there a way in UCCX to prioritize Chats over Calls in case agents handle both voice calls as well as chat requests. Thank you, Lara ... View more

Dears, This is a CUCM environment version 11.5 and we're planning to upgrade to version 12.5. After Firmware upgrades, we have faced the following issues: Following IP Phones Firmware Upgrade from sip8845_65.10-3-2-16 to sip8845_65.12-5-1SR3-74, 2 phones 8841 and 8845, when receiving calls, they cannot hear the voice of the caller properly, it is heard as in slow motion. If they close the call, and call him back, the issue is partially solved, since the situation reappears once they put the call on hold. Issue was solved after downgrading back the firmware. When upgrading operator's phones firmware from sip88xx.10-3-1-20 to sip88xx.12-5-1SR3-74, whenever an operator is on call, and if he receives a new call, normally he used to have 3 options (answer, transfer, decline). However, after the upgrade, he only has 2 options (answer, decline) not able anymore to transfer directly the second call without answering it. Any suggestions? Thank you in advance. Lara ... View more

Hi,   I am looking to see if there is a way to set a pre-chat field as mandatory in the Bubble chat widget. However, the bubble chat HTML code that we can download from UCCX calls a Javascript in turn and does not contain the "fields code" to edit.     Thank you! ... View more

Dears, We will be upgrading our UCCX from 11.5 to 12.5. I was checking the compatibility matrix of both versions and I noticed that CCX 11.5 runs on  Red Hat Enterprise Linux (RHEL) 6.6 and CCX 12.0 runs on CentOS 6.8. Since the Linux version will change, this means that the upgrade will be a Refresh Upgrade, right? I got confused as there are no COP files on Cisco's website for UCCX 12.0. Does this mean that the UCCX 12 Upgrade file will upgrade the Linux version as well? Thank you, Lara ... View more