If you change the following settings; Hostname, IP Address, Subnet Mask, Gateway Address, Time Zone, NIC speed, SMTP server, Primary DNS server and/or Primary NTP server. Your License MAC gets regenerated and thus, you need to contact Cisco to rehost your license. I believe, Cisco moved the licensing service to a new website. You should be redirected to the new website by going through the old website (www.cisco.com/go/license). What do you mean by SIP Router? Are you talking about a SIP Proxy server? If so, please confirm... do you have UCCX or UCCE? ... View more

Can you post your script for review? What's the name of this 3rd party application? Likewise, I am struggling to understand why DNIS is required and/or useful when performing database queries. ... View more

Good catch, Sean. I reworded my response above. ... View more

Yes. Adding hidden menus inside the queue is one way to accomplish this task. When the VIP caller selects 1 or whatever, you would assign them a higher priority level. The default priority level is 1. Therefore, you need to change the priority level for the VIP caller(s). The downside is... non-VIP callers might stumble across this hidden menu by accident or word of month and now you have dozens of VIP callers. Not to mention, this would increase the queue times for everyone else so I wouldn't repeat position in queue or estimated wait times to the queued callers. What type of license do you have (i.e. Standard, Enhanced or Premium)? You can... 1. Create a string variable called vipNumber within your script. Enter the VIP's telephone number as the string value, for example; "5551234567". This number should be based on your dial plan. Optional) Click on the Parameter checkbox to modify this value through the Application via UCCX Administration webpage. Next, insert an IF Statement to compare the calling number with the vipNumber. If they match, assign or increase decrease the priority level to 1. If they don't match, assign or decrease increase the priority level to a value less more than 1. You can always create multiple vipNumber variables and compare them to the calling number within the same IF Statement. If there's only a handful of VIPs, then I would highly recommend this solution. NOTE: The Set Priority step is not available with UCCX Standard licensing. 2. Query (get) XML Documents you uploaded to the UCCX document repository. This type of solution provides scalability without needing to modify your script(s) when they add or remove VIPs. Simply upload a new document. The only downside is... this type of solution is not ideal for high volume call centers IF you excessively write/upload documents through the script.  3. External database queries but this requires UCCX Premium licensing and this would be more difficult to setup. This type of solution is more suitable if you have hundreds or more users. There's a few options I did not mention but I think, the options listed above should be commonly deployed by most call centers. v/r, Mark  ... View more

Login to CUIC and run the Agent State Detail report. Look at the Reason Code column. This report contains custom Reason Codes (i.e. Wrap-up, Not Ready and/or Logout) as well as system generated Reason Codes. A common system generated Reason Code would be; 32760: Agent Login Uncommon system generated Reason Codes would be; 32756: Phone Up 32757: CUCM Failure 32759: Phone Down 32763: Ring-No-Answer 32764: UCCX Failover 32765: Network Failure You should be able to identify the potential problem and then, you can start troubleshooting the system or service.  v/r, Mark ... View more

Ok... where do I begin. The PCS_Specialist3-1 script contains 217 steps. To be completely honest with you, this script contains a ton of unnessary and/or repeative steps. For example; - Multiple (back to back) GoTo label steps - Over 25 Set Enterprise Call Info steps - Set Contact Info steps followed by the Dequeue steps. Plus, you don't need to mark calls as handled after the Connect [Connected] step. The call was "handled" by the agent. Most of these problems appear to be, hmm, minor misconfigurations. You could easily reduce this script down to 150 or less steps. At the begining of this script, there's a On Exception (ContactInactiveException) Goto CCIE step FYI: This exception simply means abandoned call. At the end of the script, there's a Clear Exception (ContactInactiveException) step which contains a label called "CCIE". After this step, the call is "marked" as handled and then Terminated > End. This likely explains why the reports look incorrect. By the way, the Voice CSQ Summary report is a real-time report unlike the other reports. The Voice CSQ Summary report identifies non-handled calls as abandoned calls, meaning, aborted and dequeue calls would likely fall under this catagory. If you run the Rejected/Aborted report, what do you see? ... View more

After the call is handled by the agent, the script remains "active" for a short period of time. That's assuming you don't end the call. You have up to 5 seconds to pass any call variables via Set Enterprise Call Info step before the session is released. If agents call another script, then you should be using the Get and Set Enterprise Call Info steps in there. Why do they need to call another script? Try using redirect rather than conference unless they need to. ... View more

The 83 abandoned calls in the Application isn't necessarily a bad thing. Here's another link explaining the different types of abandoned calls. If your SLA is 80/20 then 80% of the calls "must be" handled within 20 seconds. Calls exceeding 20 seconds in queue would count negatively towards your SLA%. The Contact Service Queue Activity by CSQ Report or Contact Service Queue Activity provides a breakdown for Service Levels when abandoned calls are counted positively vs negatively.  The helpdesk might "mark" queue calls as handled if abandoned calls occurred within the SLA threshold or before they redirect/transfer calls. Why? Because some SLAs analyze abandoned calls. If the helpdesk experiences a ton of abandoned calls, some customers want to know what happened and why. If the helpdesk plays a recordable message prior to reaching the CSQ, for example, "The helpdesk is aware of problem xyz... please reference ticket 12345". If they call to report the same problem but they hear this announcement, they might abandoned the call knowing technicians are working on the problem. The call might be counted as abandoned on the Application or both Application and CSQ depending on when the call ended. This goes back to the Select Resource step. So, the question is... how do you want to handle abandoned calls within the SLA threshold and redirects/transfers? ... View more

I reviewed the reports you provided and honestly, everything looks okay to me. Let me explain. The Application Report displays; 1,176 presented calls 1,093 handled calls *83 abandoned calls Abandoned calls within the Application Report means, the call was abandoned prior to the Select Resource step. The Contact Service Queue Activity Report displays; 1,087 presented calls 902 handled calls 0 abandoned calls *73 dequeued calls *111 calls handled by other Dequeue means the call was assigned to CSQ_X and then, the call was dequeued and reassigned to CSQ_Y. This type of call event is recorded as 1 presented, 0 handled, 0 abandoned and 1 dequeued. Calls Handled by Other means the call was assigned to CSQ_X via Select Resource step and then, the call was reassigned and handled by CSQ_Y without being dequeued. Looking at the numbers again... 1,093 calls were handled by the Application and 1.087 calls were handled by the CSQ. So, there's 6 calls unaccounted for. The script might contain another CSQ like an overflow queue or something - I don't know. There's a couple of missing rows in the CSQ report. Or, perhaps there's 6 aborted/rejected calls. Check the Aborted/Rejected Call Detail Report. What do you see? Run the detail report again. Don't filter the report by Disposition 1. Yes... 1 means abandoned but 3 means dequeue, 4 means aborted and 5-98 means rejected. Going back to my previous post... how do you guys present calls to this Application? I ask because 1,134 out of 1,176 calls were identified as Flow-In, meaning, they came from another Application (script). There's a few limitations/restrictions you should be aware of. Look at the UCCX 11.6 release notes, here. On page 12, review the section called Unsupported Configuration and Scenario for UCCX. Also... your Service Level looks kinda low. 30 seconds... 5 seconds? This means, 80% (or whatever) of your calls must be handled within 5 seconds or 30 seconds. This is why your SLA% is hovering around 40%. This includes ring-time as well. If the agent allows the phone to ring for 10 seconds (i.e. 2 1/2 ring cycles) before answering the call, this event would be counted negatively towards your SLA%. This type of SLA would require a large staff based on the call volume. ... View more

Was there any changes to the script(s)? If so, then please review the scripts. Check and see if the script dequeued calls or marked calls as handled. Does your script interact with other scripts aka subflows or do you redirect/transfer calls between Applications? How do you handle exceptions within the script? All of these would impact how calls get reported.  If you provide the script(s), then I would be able to quickly determine any "potential" problems caused by the script(s). Other options would be... review debug logs, restart services or reboot the servers, verify the Data Sources within CUIC look good, etc.   ... View more

Cisco's Bug Search Tool didn't reveal any bugs pertaining to this release or reporting template so I doubt this problem is related to a bug. Besides the Detailed Call CSQ Agent Report, what CSQ-based reports do you run? The Detailed Call CSQ Agent Report provides additional information compared to the Contact Service Queue Activity Report or whatever. This report shouldn't be used on a regular basis to provide metrics. I say that because unlike the Contact Service Queue Activity Report, this report contains Dequeue, Aborted and Rejected calls. And, depending on the report filter... this report might include call events for other applications or queues as well as pre-queue call events. Can you provide screenshots or upload your script for review? ... View more

When you login to UCCX/UCCE Administration webpage or Cisco Finesse, the Tomcat cert provides a  trusted connection between the server and your browser. For CA-signed Tomcat certs, the trusted connection would be secured once you upload the CA-signed Tomcat cert to the tomcat-trust along with the Intermediate CA cert and Root CA cert. In your case, this doesn't apply to self-signed certs. Cisco Finesse is a web-based application. Right now, your browser may or may not accept self-signed certs. Do you see certificate errors when you login to Cisco Finesse or UCCX/UCCE Administration webpage? The URL might be highlight red or display a certificate error or unlocked icon. This wouldn't (shouldn't) prevent agents from logging into Cisco Finesse, however, this might prevent the application from interacting with other applications or services like ServiceNow if they require secure (SSL) connections. Some applications or service might accept self-signed certs as long as they haven't expired. All of this really depends on your company's security policy. v/r, Mark ... View more

Unfortunately I can't view your attachments right now but there's likely a reasonable explanation for your problem, such as; 1. There's no abandoned calls on this particular day. Do you have abandoned calls after 5 July? 2. Abandoned calls might be occurring prior to the Select Resource step. If so, these calls wouldn't be counted as CSQ abandoned calls but rather Application abandoned calls. Run the Application Summary Report under the Stock > Unified CCX Historical > System folder. Select the Application and date/time interval. 3. Within your script, do you "mark" calls as handled? When you "mark" calls as handled, CUIC reports this event as 1 presented, 1 handled, 0 abandoned, etc. regardless if the agent handles the call or not. 4. Within your script, do you "dequeue" calls? When you "dequeue" calls, they're not considered abandoned. They were removed from one queue into another queue by the administrator (script developer). 5. Bugs within the CUIC reporting template. Do you have a standalone CUIC server?   v/r, Mark   ... View more