Hi,   Please find my inputs:   Q. The system was configured with JTAPI 1 and JTAPI 2, please advise further: What is the purpose of creating two JTAPI account? A. The two users are configured in a HA Setup where the JTAPI 1 would control the CTI RP and Ports for the primary UCCX server whereas the JTAPI 2 would control the CTI devices for the other node.   Q. How this JTAPI Account works in this System setup? A. With the help of JTAPI, UCCX server communicates with the CTI manager service on CUCM. JTAPI plugin is installed on the UCCX which it downloads from the CUCM server during the integration of CUCM and UCCX. JTAPI user controls all the CTI devices like CTI RP and CTI Ports. When the call lands onto the UCCX, it sends a JTAPI request to the UCCX server which responds with the help of JTAPI application user an available CTI port from the call control group associated with the application.   Q. Which servers/services is using the respective account? A. The pub uses the JTAPI 1 account and SUB uses JTAPI2 account.   Q. During the incident when JTAPI 1 is deleted, what is the behavior of JTAPI 2? A. If one of the two is deleted there would be some inconsitent behavior and the high availability would not work.   Hope it helps.   Thanks Aseem Anand (Please rate the useful posts) ... View more

Hi,   You can use the recording step in the script to save the responses to those questions in the documents doc1, doc 2 and doc 3 for example and then use the container prompt to concatenate them.   Thanks, Aseem Anand (Please rate if useful) ... View more

  I am assuming when you say you have 8 projects, you are referring to 8 Applications/queues.    If thats the case then you can create three resource groups RG1, RG2 and RG3.    RG1 --> Agents 1 to 7 RG2 --> Agent 8 to 14 RG3 --> Agent 15 to 20   For CSQ's on different projects, select resource pool selection model as Resource Group instead of skills and add the necessary RG to it.   1.) Agent 1 to agent 7 with skill english and japanese should handle  projects 1 to 4 2.) Agent 8 to Agent 14 with skill english and mandarin should handle projects from 4 to 6 3.) Agent 15 to agent 20  with skill japanese and mandarin should handle projects from 6 and 8   Let me know if it helps.   Thanks, Aseem Anand (Please rate the useful posts) ... View more

Refer to the link below:   https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/user/guide/UCCX_BK_F9324467_00_finesse-agent-and-supervisor-desktop.pdf   Thanks, Aseem Anand (please rate if useful) ... View more

Hi,   Can you share the detailed Cisco Call manager traces from CUCM covering the registration attempt?   Aseem Anand ... View more

if its happening just for one user then i would suggest you to rule out the possibility of any unsupported configuration:   Unsupported Configurations for Agent Phones The following configurations are not supported for agent phones: Two lines on an agent phone that have the same extension but exist in different partitions. Unified CCX extension that is assigned to multiple devices. Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring a Unified CCX extension in a single device profile is supported. In the Unified Communications Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2. In the Unified Communications Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1. Configuring a Cisco Unified IP Phone with Secure Real-­Time Protocol (SRTP) for use in silent monitoring and recording. No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.   The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point. Configuring the Unified Communications Manager Intercom feature.  Configuring the Hold Reversion feature. Agent extensions cannot be added to hunt lists or hunt groups. If an agent has only one line, then the agent phone cannot be part of a hunt list or hunt group. In the case of multiple lines, none of the lines on the first four lines monitored by the UCCX must be part of the hunt group. Conference and transfer Desktop monitoring and recording Barge in and intercept The following operations are not supported in Cisco Agent Desktop/Cisco Supervisor Desktop if you are using Cisco TelePresence system EX60 and EX90 as agent phones:     Thanks, Aseem Anand (Please rate the useful posts) ... View more

Hi.   if its an HA setup, can you check the dbreplication on the CCX by running:   utils dbreplication runtimestate utils uccx dbreplication   Run the below command on both the nodes and check if the count is same or not: run uccx sql db_cra select max(sessionid) from contactcalldetail   Also, share the screenshot of: UCCX admin >>>> Tools >>> Historical reporting >>>> Purge Now   we can also check if the data still exists in the UCCX or not by doing the following:   a. Browse to the CUIC and run the stock report for which you are unable to find the data using the custom interval.   b. After you get the output or if you get a blank screen, get the SQL query for the stored procedure by clicking on the SQL and make a note of it in the notepad.   c. Once you have got the SQL query, run the query by appending "run uccx sql db_cra" ahead of the SQL output you got in step 2.   Example:   run uccx sql db_cra call sp_call_csq_agent('2018-07-14 18:30:00','2018-07-19 18:29:59','0',null,null,null,null,null,null,'Aseem Anand,Gayatri Kumari',null,null,null)   Note: Remove the bracket from the SQL query before running on the putty.   Thanks, Aseem Anand (Please rate if usefyul) ... View more

Hi,   Can you please share the screenshot from the certificate management on the UCCX showing the list of all the certificates?   Thanks, Aseem Anand ... View more

If you are not using the hold/unhold on script then MOH will be played from the user/network on hold field on CTI port. Can you make sure you have the correct MRGL with MOH server in it and the audio file specified on the CTI port for user & network on hold. please make the changes from the UCCX instead of using CUCM to change the moh file on the CTI port.   Thanks, Aseem Anand ... View more

Hi,   You can check the traffic analysis report and see if it helps you pull what you want.    Refer to the snippet below:   https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106.pdf   If the stock reports on CUIC does not provide what you are looking for then you will have to customize the reports which require a standalone CUIC.   Regards, Aseem Anand ... View more