I seeing a conference used in this scenario when it is not really mecessary. Verify if the following works for you and NICE can record caller talking to agent B.   1 CALLER DIALS A TFN, FOR EXAMPLE 8009999999 2 CALL GOES TO CALL FLOW AND ENDS UP WITH AGENT A 3 AGENT A STARTS A CONSULTATIVE TRANSFER TO 123123123 ( ICM Script Dialed Number) 4 123123123 Script runs - CALLER IS ON HOLD 5 AGENT B ANSWERS. AGENT A AND AGENT B TALK 6 AGENT A COMPLETES THE TRANSFER 7 AGENT A IS NO LONGER ON THE CALL 8 ORIGINAL CALLER IS TALKING TO AGENT B   Regards, Geoff   ... View more

@Robert Boyajan wrote:   Should all the fields that are nvarchar be changed to varchar? yes. Change all nchar to char and all nvarchar to varchar. Neither are supported. It's not a big deal.SQL Server will do it.   The reason people create columns with data type nchar is it pops up first in the list when you add a new column in Table Designer. But Cisco don't support the data type and you don't really need it - you just have strings.   Regards, Geoff   ... View more

Thanks for taking the time to write a detailed answer, Andreas,   Regards, Geoff ... View more

Good information - thank you.   You are correct in assuming that my background is UCCE. I did work with IPIVR before CVP and knew that coding, but I have done very little on UCCX and nothing in the last 10 years. They certainly have a lot more similarities now that 10 years ago, but still some fundamental differences.   Regards, Geoff   ... View more

Great - good to see you changed the data type. SQL Server does seem to mind that change.   On the Router, run rttest and then call exit_dbw. This will drop the dbw process on both sides.   On the side you are on, go into the router log files directory and run dumplog dbw /last /o (looking at the trace since the restart). Study the file dbw.txt and see if it's OK.    Normally changing types can mess you around unless you get it to start clean on each side, exit_dbw will do that.   Regards, Geoff ... View more

Omar is correct. The variable can be called user.layout or user.Layout. If both are present, user.layout has priority. Those names are exact.   Even if you don't intend to have a number of custom scenario-driven layouts. it's advisable to create a single layout - say "inbound" and set that in all your scripts.   Create the arrangement you desire for inbound. Now default is available - and you should modify it to remove all call variables and adornments. That means when an agent makes an outbound call they don't Finesse display a bunch of irrelevant call variables, which looks unprofessional.   Regards, Geoff ... View more

I must say, Andreas - that is pretty cool. Obviously there are contact centers that want this, and perhaps you can explain to the readers here on Cisco.com, the real world usage.   I just can't imagine what the agent says - although we have all, no doubt, called a contact center and have the agent say "do you mind if I put you on hold for a moment to book that flight" or "do you mind if I put you on hold for a minute or so while I check with my supervisor".   But for the agent to say "do you mind if I put you on hold for  minute. There is a call on the hotline that is way more important than yours". Just kidding with that.   But anything you could add would be of interest.   Regards, Geoff      ... View more

This is done all the time, but I agree with Gergely Szabo - the mention of the Web service is a total red herring. It matters not one iota what the IVR does to obtain customer information. We don't care if it does  a DB lookup, calls a web service, integrates to an SAP Connector, talks to an MQ Series or runs a custom API over a socket.   From our perspective we simply want the third party VRU to load up peripheral variables and get the call over to CVP so we can queue the call  and give it to the agents.  There is a way to do this but what you have described is incorrect.    The call is at the 3rd party VRU - it was delivered there from the PSTN. In your case you don't want to translation route it to the 3rd party VRU. That's where it is. You want to translation route it to CVP.     1. Call arrives from the PSTN to the 3rd party VRU 2. VRU PG tells the Router the call arrived 3. Router runs a script 4. Script runs VRU applications. Caller interacts. Web services etc. Whatever. 5. PVs are loaded 6. Caller wants an agent so the script executes a Translation Route to VRU 7. Now the call is on CVP and we have all the data 8. Queue the call, and it's sitting on the voice gateway playing music 9. Send to agent, normal CVP trans route to UCM using Correlation IDs. Yes - this is a type of trans route too.   What is the nature of the Translation Route? It's simply a way to get the call from one Peripheral or PG (the 3rd Party VRU PG) to another Peripheral or PG (the CVP PG) along with all of the data. The principle is simple - the devil is in the details.   When the translation route is instigated, the Router tells the originating Peripheral (through the PG) where to send the call. It gives it a label. At the same time, it tells the receiving PG: "Hey. A call is about to arrive on this number - a DN - and I know all the call variables to attach. Tell me when it arrives".   The call arrives - the Router says: "I was expecting that. Instead of treating it as a new call I am going to glue it to the original call - Router Call Key, all the PVs",  It's the same call as far as the Route Call Detail table is concerned.   To make it work you need a pool of DNs you can rotate through because there is a 20s timer you need to apply. The traffic load and the timer give you an idea how big this pool of numbers should be. You cannot afford to run out or it will not work.    The carrier will get the call from one location (the 3rd party IVR) to your location (CVP). AT&T may use the Transfer Connect Service. Verizon may do a SIP refer. You just tell it where to send it (via the Trans Route) and tell the receiver what number to expect it on.    There are different varieties of Trans Routes. You may have agents on an Avaya and you want to trans route from the 3rd party VRU to a "service" on the Avaya. Same principle - different implementation.    I will say this - Trans Routes are not easy. You can play with them for a while, even have them working and not really understand them. But one day the light bulb will turn on. Before CVP,  ICM was all about trans routes - the old timers know them. See if you can talk to an experienced ICM guy.    Regards, Geoff             ... View more

Since you are talking voice and CVP you could write a non-audio CVP Studio app that you insert right at the start (just after the send to VRU) that does "something".   The "something" depends on your programming skills. It could be an INSERT into a Database you are polling, or a Web Service call, but I also reckon it could be some sort of event on a MQ Series message bus or even some totally custom Java solution. The possibilities are endless - Audium was designed that way.   Regards, Geoff ... View more

If you have LDAP integration, anyone can log into CUIC. But they cannot see anything until you give them roles. There is a UCCE synchronization job for supervisors/teams/collections that is normally checked - go into CUIC Admin and uncheck it so it no longer runs. Then go into CUIC User List as a CUIC admin and remove all but login role from those users.   You will lose something though. You will have to manually refresh collections.   You will probably also have to build reports that the supervisors need and provide permalinks.   Why on earth do you want to do this?   Regards, Geoff ... View more

Yeah - that was a good question but I don't think I know the answer.   Regards, Geoff ... View more

IE uses the Windows certificate store (MMC.exe add Snap-In certificates).   Chrome also uses the Windows certificate store but has the SAN requirement in recent versions.   Firefox does not use the Windows certificate store so install the Root + Intermediate certs manually.   Regards, Geoff ... View more

Simple Answer   NVARCHAR is not a supported data type.   Stop using it - change the table. Where did you get the idea that NVARCHAR is allowed? Check the documentation.   Now the facts are that it did work - it was never supported but it did work. Then Cisco tightened the screws and it stopped working around 10.5   Regards, Geoff     ... View more