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- About Quigath
09-19-2019
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Member since
02-01-2018
108
Posts
38
Helpful
7
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Created by
Quigath
in Contact Center
in Contact Center
09-19-2019
09:12 AM
09-19-2019
09:12 AM
Are you always experiencing this issue? Can you reliably reproduce it? Adding some screen shots of what you're seeing would be helpful.
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Created by
Quigath
in Contact Center
in Contact Center
09-12-2019
12:31 PM
09-12-2019
12:31 PM
I have a finesse gadget that's using the javascript api to attempt to listen to any additions or changes to the number of participants. I'm specifically looking for the event that conferenced agents drop off a call and there is only one agent and one left, though this shouldn't matter. Code that I've tried: dialog = new finesse.restservices.Dialog({
onChange : handleDialogChange
});
partisipants = dialog.getParticipants({
onCollectionAdd : handleOnAdd,
onCollectionDelete : handleOnDelete
});
partisipants = new finesse.restservices.dialog.partisipants({
onChange : handlePartissChange
}); None of these have seemed to work though. My handlers never get called as if the data isn't being changed. However, if I call the finesse api directly through Postman I can see the data is changing when agents change the participants node. Please help to understand how my code can get called on the participants change event. Thanks! I'm on Finesse with UCCE 11.6 if it makes a difference. Here's a sample Dialog showing two Participants: <Dialog>
<associatedDialogUri></associatedDialogUri>
<fromAddress>1310</fromAddress>
<id>16785772</id>
<mediaProperties>
...
</mediaProperties>
<mediaType>Voice</mediaType>
<participants>
<Participant>
<actions>
<action>TRANSFER_SST</action>
<action>CONSULT_CALL</action>
<action>HOLD</action>
<action>UPDATE_CALL_DATA</action>
<action>SEND_DTMF</action>
<action>DROP</action>
</actions>
<mediaAddress>6000010</mediaAddress>
<mediaAddressType>AGENT_DEVICE</mediaAddressType>
<startTime>2019-09-12T18: 34: 07.337Z</startTime>
<state>ACTIVE</state>
<stateCause></stateCause>
<stateChangeTime>2019-09-12T18: 34: 07.337Z</stateChangeTime>
</Participant>
<Participant>
<actions>
<action>TRANSFER_SST</action>
<action>CONSULT_CALL</action>
<action>HOLD</action>
<action>UPDATE_CALL_DATA</action>
<action>SEND_DTMF</action>
<action>DROP</action>
</actions>
<mediaAddress>1310</mediaAddress>
<mediaAddressType></mediaAddressType>
<startTime>2019-09-12T18: 34: 07.337Z</startTime>
<state>ACTIVE</state>
<stateCause></stateCause>
<stateChangeTime>2019-09-12T18: 34: 07.337Z</stateChangeTime>
</Participant>
</participants>
<state>ACTIVE</state>
<toAddress>6000010</toAddress>
<uri>/finesse/api/Dialog/16785772</uri>
</Dialog>
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Labels:
09-03-2019
09:05 AM
Isn't only one side active at a time? So that all agents log into the active side.
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05-31-2019
10:37 AM
I was able to solve this myself. The problem is that the Cisco sandbox installation for 11.6 has some bugs that need to be worked around. In CCX Editor, the steps are laid out succinctly in the reference doc. Search under "Creating a Script that Runs a VoiceXML Document". The referenced vxml doc needs special treatment to work however. Here's mine: <?xml version="1.0" encoding="UTF-8" standalone="no"?>
<!DOCTYPE vxml SYSTEM "voicexml.dtd">
<vxml xmlns="http://www.w3.org/2001/vxml" version="2.0">
<form id="say_hello">
<block>
<audio src="http://10.10.20.14/playmusic/question_text_67.wav"></audio>
<goto next="#say_goodbye" />
</block>
</form>
<form id="say_goodbye">
<block>
<prompt>goodbye</prompt>
</block>
</form>
</vxml> I'm no vxml expert so all of this was new to me. <!DOCTYPE vxml SYSTEM "voicexml.dtd"> - has to add this line with the 'vxml' param to match my root doc name, also I had to manually create the dtd file from the w3.org spec or it couldn't validate my xml, web references to the dtd didn't work in the sandbox <vxml xmlns="http://www.w3.org/2001/vxml" version="2.0"> - must be 2.0 version <audio src="http://10.10.20.14/playmusic/question_text_67.wav"> - audio speech works great <prompt>goodbye</prompt> - the voice browser was unable to TTS any prompts; its exception was "NoTextPrompt: Error converting TTSPrompt to DOM, this prompt cannot be handled by this provider.", this is still unsolved for me and I may contact TAC about it as I need TTS
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05-29-2019
12:28 PM
I have a VXML file hosted as a plain file on IIS. The file contains the VXML that I want UCCX to fetch and then send to the VVB for interpretation. Which step element in CCX Editor do I use to send VXML to the VVB? Is this even possible? Maybe it's multiple steps? I'm a UCCX newbie. I have tried three different UCCX steps: URL[http://10.10.20.14/playmusic/test.vxml] -> com.cisco.doc.impl.UserFileURLDocument cannot be cast to com.cisco.doc.util.URLDocumentImpl DOC[http://10.10.20.14/playmusic/test.vxml] -> com.cisco.doc.impl.UserFileURLDocument cannot be cast to com.cisco.doc.util.URLDocumentImpl FILE[http://10.10.20.14/playmusic/test.vxml] -> com.cisco.doc.util.FileDocumentImpl cannot be cast to com.cisco.doc.util.URLDocumentImpl
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Created by
Quigath
in Contact Center
in Contact Center
05-10-2019
09:28 AM
05-10-2019
09:28 AM
What does your URL look like? This has worked for me in 11.6. https://[IP]/desktop/container/?nocache
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Created by
Quigath
in Contact Center
in Contact Center
05-06-2019
09:31 AM
05-06-2019
09:31 AM
It sounds like you're wanting to create an IVR to allow callers to both hear and open tickets. You'll need to use Call Studio to create your script. Then, depending on how you connect to your ticketing system, you'll need to customize the IVR to allow the ticketing operations. Is it a database, webservice, or code library? Do you have an existing IVR?
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05-03-2019
09:40 AM
There is no built-in way of doing this with config. You'd have to write some custom code.
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Created by
Quigath
in Contact Center
in Contact Center
04-24-2019
11:57 AM
04-24-2019
11:57 AM
The only other thing I'd suggest is to look at the ElementAPI and ComponentAPI classes for custom elements. There, you can make a call like theData.getCurrentElement() which will return the element name, which I don't think is what you're looking for. I'm pretty sure the logging happens before any custom element code could be called, but maybe there's a way to change the logged/name values of other elements, dynamically, before they get hit in the callflow.
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Created by
Quigath
in Contact Center
in Contact Center
04-23-2019
09:58 AM
04-23-2019
09:58 AM
It's plain javascript dev. As long as your files are in the right place then the IDE will pick them up. No projects to import or any extra setup steps needed. Try it!
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Created by
Quigath
in Contact Center
in Contact Center
04-23-2019
09:06 AM
04-23-2019
09:06 AM
Not sure if it helps in your situation, but the way Cisco wants you to do this is with Flags. Before a repeated element that you want to log, add a Flag element with the name/description of what's happening. They don't change the function, a Flag is only for logging.
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Created by
Quigath
in Contact Center
in Contact Center
04-22-2019
03:04 PM
04-22-2019
03:04 PM
Yes. Not sure what the official/technical gadget deployment process should be, I'm just going with what works. For reference, I have a dev lab for 11.6, with gadget files being hosted on an external Jetty server. When I deploy a new gadget xml javascript or css file, I copy the files to my server, then If I wait for about a minute it usually picks up the new files but you can never be sure when. Then I discovered the nocache param and all my files load instantly on page refresh. I don't have to restart any services or even log my agent out. This works better on Chrome and unreliably on Firefox. I saved the agent desktop link as a bookmark and hit it just after copying over the new code. https://[finesse]/desktop/container/?nocache
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Created by
Quigath
in Contact Center
in Contact Center
04-19-2019
11:04 AM
04-19-2019
11:04 AM
I wouldn't trust the API with my production files either :) Are you trying to rename the files dynamically as part of a call or an agent operation? If not, then I'd recommend to backup your production files by downloading them with an sftp application (like filezilla), to get them off the server. Then either run your commands using the API, or rename the files on your dev machine and upload the altered files.
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04-19-2019
10:50 AM
I have been testing some UCCX functionality with both 11.6 and 12.0 and comparing the performance of 12 with 11.6, 12 is much worse. It's almost unusable. The Jabber machines usually cannot be logged into with RDP. Does anyone have a workaround for getting better performance out of these machines?
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Labels:
04-19-2019
10:46 AM
I'm making a 3rd party finesse gadget in the UCCX 11.6 sandbox environment. However, my gadget needs to be able to connect with an external server as part of its function. I need an HTTP GET request to go out on a specific port but it looks like the sandbox blocks most/all of the ports. Is there a way around this? I did look at the port usage guide for UCCX but it doesn't list which other ports might be open and unused. To be clear, the windows firewall is off (by default) so it must be a firewall blocking around the sandbox machines in total.
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Public Statistics
| Date Registered | 02-01-2018 10:30 AM |
| Date Last Visited | 09-19-2019 09:11 AM |
| Total Messages Posted | 108 |
| Total Helpful Votes Received | 38 |
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