5000 is the default timeout value for telephony triggers. Are you using a single script or multiple scripts? Can you please provide your scripts?  It sounds like your CCB script doesn't trigger. The telephony trigger might be misconfigured. Check the trigger configurations (i.e. Call Control Group, Partition, Calling Search Space, etc.).  You're correct. The default 'Session Timeout' value is 30 minutes. You can change this value to 60 or 90 minutes. If needed, you can increase the 'Max Number of Executed Steps' as well but just remember, these thresholds were designed to protect you from performance related issues often caused by bad programming. If you still need assistance, please upload your scripts. ... View more

It sounds like you're not licensed for HA. Were you using a 60 day demo license? Or, were you issued a temp license from Cisco?   Login to UCCX Admin webpage and then, navigate to System > License Information. I believe, UCCX v9 displays cumulative license information as well. If not, select the most recent license file(s) for additional info. Check the following; Package type (i.e. premium, enhanced or standard) and High Availability (i.e. Enabled/Disabled). The Package type must be Premium or Enhanced. The HA feature is not available on the Standard license. Needless to say, High Availability must be 'Enabled' as well.   Did you recently change (update) one of the following system settings; IP Address, Subnet, Gateway, Hostname, TZ, SMTP, DNS, NTP, NIC Speed or did you generate/regenerate certificates on your UCCX servers. If so, this directly impacts the License MAC on the UCCX server which is used by licensing. If you changed something, UCCX would automatically generate a 60 day temp license. Most likely, you would've noticed the "temp license warning message" when you login to UCCX Admin webpage.    If everything appears to be Ok with the license(s), then I would check the status of the UCCX services. Navigate to Cisco Unified CCX Serviceability > Tools > Control Center - Network Services. Check the status of each service. Do you notice any problems? If you can, perform a failover... does the Subscriber node assume the [M] role? If not, is there one or more services displaying "partial service" or "out of service" on the Subscriber node? If so, which services?   Next, you can check/compare the configurations on CUCM and UCCX.   Login to the UCCX Admin webpage > System > Cisco Unified CM Configuration. You should have two CUCM servers (CTI Managers) as the CM Telephony Provider and RmCm Provider. Verify the configurations exist on CUCM as well. You should have 'Application User' accounts that correspond to these accounts, however, I believe you would've received a different error message.   Additionally, check the configurations under Subsystems > Cisco Unified CM Telephony. Click on the "Data Synchronization" and check the boxes, then click on the "Data Check". This only checks for inconsistencies within the Call Control Groups, Triggers and CM Telephony Users between the nodes. Click on the "Data Resync" if you wanna... well, resync the data. Likewise, JTAPI might become out of sync after upgrades, s/w updates, etc. From my experience, this only happens during major upgrades - like upgrading from v8.5 to v10.x or whatever.   Let me know what happens.   v/r, Mark ... View more

Are you using the Call Redirect or Consult Transfer steps within your script? If so, under what conditions? ... View more

You develop the custom reports on the standalone CUIC server and then, you export them over to the packaged UCCX/CUIC server for execution. Yes, you can run reports directly from the standalone CUIC server as well but there's a few limitations with this deployment. Here's the doc; https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1105/user/guide/cuic_b_cisco-unified-intelligence-center-report/cuic_b_cisco-unified-intelligence-center-report_chapter_01001.html ... View more

Have you already deploy a standalone CUIC server? I only mentioned Stored Procedures (SP) simply because that's how CUIC queries the database, along with filters or collections. If you select and run a Stock Report. Above the report, you will find several icons; Save, Save As, Edit, Print, Filter, SQL, etc. Select SQL to reveal the SQL statement used to query this report. Each Stock Report (SQL statement) should begin with; call sp_<SP_Name> followed by the filters. For example; {call sp_csq_interval('2018-07-17 04:00:00','2018-07-18 03:59:59','0','0',null)} Now, if you look at the database schema via CLI; show uccx dbschema db_cra file view activelog <output file path and name> Or, you can look at the UCCX 11.5 Database Schema Guide here. The SP provides a type of blueprint for your "custom SQL statement" - that's all. Basically, you need to edit this SQL statement to create your own custom report. Good Luck! ... View more

If you're currently running UCCX/CUIC v11.5 or above, then CUIC premium license should be free. Here's the release notes for v11.5; https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/release/guide/RCCT_BK_U98D7FB5_00_uccx-solution-release-notes-115/RCCT_BK_U98D7FB5_00_uccx-solution-release-notes-115_chapter_011.html About halfway down, there's a section titled 'Cisco Unified Intelligence Center Premium License'. You know... you can create dashboards through CUIC as well. Granted, the typical dashboard (i.e. charts, graphs, gauges, gadgets, etc.) might not look as fancy as 2Ring or Spectrum dashboards but for the most part, they get the job done. You can create a nice looking -basic- dashboard with little to no SQL statements. Cisco DevNet website provides several example gadgets so you can get your feet wet. Here's the link to this website; https://developer.cisco.com/site/finesse/ Good Luck!!! ... View more

Both options offer a level of customization. The difference is, the standard CUIC deployment provides limited customization capabilities whereas the standalone CUIC deployment allows you to fully customize your report. The standard CUIC reports are self contained; meaning, you can add/remove/edit the columns within the report but you can't combine this report with another report. If you want to explore this option, you gotta copy (Save As) one of the Stock reports before you start customizing the report. You can't customize the Stock reports and you don't want to. As I stated before, the standalone CUIC reports are fully customizable. Technically, you can create or combine any reports you want but there's a couple of important notes; 1. Before you go down this road, you should be familiar with UCCX database (db_cra) and understand how to query the database via sql statements. I highly recommend you check out the UCCX Database Schema. CUIC uses something called Stored Procedures (SP) and Filters to query the data, and create reports. If you go down this path, you can harness these SP or create your own via Reporting Definition so you can query whichever table/columns you like to create your report. 2. As you stated (#2)... some of these reports don't have anything to do with one another, so it's going to be very difficult (if not, impossible) to merge some of these reports together. Using the example you provided; Agent All Fields and CSQ All Fields reports... I believe, it would be very difficult to combine these reports together. The question is... how do you JOIN these reports together? They need to have something in common - right? A common value (column) and I believe, they don't. So, I think it would be easier if they were treated as two separate reports. Again... not saying this is impossible but you don't want to compromise the accuracy or integrity of this report.   Good luck! ... View more

CUIC does provide some granularity and limited customization capabilities for the stock reports but you gotta Save As the report. You can't modify the stock reports... and, you don't want to. You can add/remove/edit the fields (columns) already defined within the report, meaning, you can't combine data from multiple reports. An example would be... Report #1: Detailed Call CSQ Agent Report Report #2: Priority Summary Activity Report These are two completely different reports. Most likely, they don't share or reference the same tables. Granted, most of the reports reference the same tables and columns. An example would be... Report #1: Detailed Call CSQ Agent Report Report #2: Detailed Call by Call CCDR Report Both reports contain the NodeID/SessionID, Start Time, End Time, etc. so they likely reference the same database (db_cra) tables/columns, for example; table "ABC" might contain 10 columns. Both reports reference the same 4 out of the 10 columns but Report #1 might include columns 5 and 6... as well as, some other data from another table but Report #2 does not. I can't speak specifically about 2Ring or Spectrum but they are pulling the same data from db_cra as CUIC. The only differences might be, how they query and display this data (i.e. less restrictive date/time filters, different graphs/charts/gauges, etc.). That's it. Most likely, they don't create new reportable columns (fields) unique to 2Ring or Spectrum reporting. If anything, they help bridge the gap between some of these reports like Detailed Call CSQ Agent Report and Detailed Call by Call CCDR Report... thus, allowing you to create a single report containing information from both of these reports. Technically, you don't need to purchase a 3rd party solution. Depending on which version of UCCX you have, you could standup a standalone CUIC server for free. Later versions, you need to purchase the CUIC Premium license - not to be confused with the UCCX Premium license. With a standalone CUIC server, you can fully customize and combine reports but you need to create them yourself. Therefore, you need to be familiar with the database (db_cra) and understand how to read, and create sql statements. With a 3rd party solution, they simplify this process for you. Drag and drop tables/columns into a custom report, and they compile the sql statement and query the database. You can always look at the database using the 'show uccx dbtable list db_cra' and 'show uccx dbtable schema db_cra <tablename>'. Good luck. ... View more

Every second? That sounds a little ridiculous.  Technically, the 'Detailed Call CSQ Agent Report' does not provide the date/time in which calls were answered. No stock report does that. Most of the CSQ and/or Detailed Call based reports provide the Start Time and End Time for each call event, from when customers placed a call to the helpdesk to when Customers/Agents end the call. I assume, your script contains Menus and/or Get Digit steps as well as Prompts - right? All of these steps impact reporting. Let's say, John Doe calls the helpdesk. This call event was reported as;   StartTime                          EndTime                         *****   QueueTime     RingTime     TalkTime 7/13/2018 09:00:00am    7/13/2018 09:10:00am              00:05:00         00:00:15     00:03:00   We know; - This call event lasted for 10 minutes (aka 600 seconds). - The caller spent 5 minutes in the queue (aka 300 seconds). - The agent's phone rang for 15 seconds before he/she answered. - And, they talked for 3 minutes (180 seconds).   When (date/time) did the agent handled this call? Well, that's not reported by CUIC but we can assume; - The call was presented to the agent at 09:06:45am. - The call was handled by the agent at 09:07:00am. - The caller spent roughly 1 minute and 45 seconds navigating through the Menus, Prompts, etc. - The call was queued via Select Resource step at 09:01:45am.   And, we didn't take into consideration HoldTime and WorkTime which I believe, count against the Total Time (i.e. 10 minutes); meaning, if the call was placed on hold for 20 seconds... it would likely change the presented and handled date/time stamps to: Presented to the agent at 09:06:25am Handled (Answered) by the agent at 09:06:40am   Needless to say, the report they created wouldn't be very accurate. The database doesn't contain this granular detail of call data so whatever formula they used, would be a rough estimation. Perhaps that's why the developers limited the interval based reports to 15 or 30 minutes. ... View more