Hi Michael, Here are the answers for your queries: 1. If I query Agent_Interval for the same time frame, should the number in Peripheral_Interval match? < Hemant > No you can not use agent_Interval table for the same field. Basically, peripheral_interval tableprovides us the complete information of all the agent configured under one peripheral but with agent_interval you can get info according to one single agent. Peripheral_Interval Table will be populate with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the PG. 2. If these numbers shouldn't match, is there a way to retrieve a list of agent IDs that contributed towards MaxNumberLoggedOnAgents? <Hemant>Peripheral_Interval is the right table to fetch this  count. 3. If an agent logs into a station that is outside the range monitored by ICM (PG Explorer, Peripheral Monitor tab), and is assigned a skill that is   configured in ICM, does that agent count towards the MaxNumberLoggedOnAgents? <Hemant> Yes. In case of unmonitored devices ( Like Avaya ACD's ), agents which are part of ICM skill group will get the routed call and will be tracked down as logged in agents only. 4. If an agent logs into a station that is outside the range monitored by ICM (PG Explorer, Peripheral Monitor tab), and is assigned a skill that is NOT   configured in ICM, does that agent count towards the MaxNumberLoggedOnAgents <Hemant> Yes. It should because even if any agent without part of any skill group will also taken as logged in agent. Let me know if this answer your queries. Regards Hemant ... View more

Hi Sarah, Have u tested your CRM application with ICM 9.X ? As per the changes done within CTIOS from 7.X till 9.x, we have posted the same within the release notes . Majorly we need to consider changes from major release ( i.e 8.0, 8.5 and 9.0 ). I need sometime to check if there are any specific changes done within the libraries for ctios. Will get back to you soon with relevant info. Regards Hemant ... View more

Within CTIOS, we have different set of event interfaces defined to process different types of requests. Here is list of few of those events: 1. Session Events Interface 2. Call Event Interface 3. Agent Event Interface 4. Skill Group event interface 5. Botton enablement Interface Now for agent related events will be defined within the Agent event interface. There we have events methods named OnSetAgentStateConf. This confirmation message is triggered to the client to indicate that the SetAgentState request was received by the CTI Server. You can get the complete details on the below link : http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios9_0/developer/guide/UCCE_BK_C3995718_00_cti-os-developers-guide-ucce.pdf Please review the above link once and see if this answers your query. Let me know if you still need more information. Regards Hemant ... View more

Not sure if you got the solution for this issue but like to share that CTIOS server itself doesn't support the broadcast message mechanism. With out of box CTIOS supervisor client , supervisor can only unicast message to one of the agent at a time. Here is a snapshot from the doc.: ... View more

As per our CTIOS dev. guide, this error means the following: E_CTIOS_SERVICE_SEND_MESSAGE_FAILED     -902        Could not send message. Session may not be connected. The message sessions between CIL and CTIOS server are based on TCP. The transport layer will deal with this issue. If the CIL sends message failed, an eOnCILError event with failure code E_CTIOS_SERVICE_SEND_MESSAGE_FAILED will be generated. And if there is no response comes back, CIL WILL NOT resent the message or generate a timeout event. Looks like there could be something wrong from the N/w end because the session becomes invalid breaks the message flow. To check it further can you get me the following info: --> What is the UCCE version ? --> Provide all logs to check from server end. Below are the trace levels needed CTIOS :                         Using registry editor set             - EMSTraceMask= 60a0F(hex) CTIsrvr:             Using registry editor set             - EMSTraceMask= F8 (hex) OPC (Agent PG):             C:\>opctest /cust <cust_inst> /node <node>             OPCTEST: debug /noall OPCTEST: debug /on OPCTEST: debug /ctimsg OPCTEST: quit             EMS Trace 0x40             PIM (Agent PG):             C:\>procmon <cust_inst> <node> pim<pim instance>             >>>>trace tp* /on             >>>>trace precall /on             >>>>trace *event /on             >>>>trace csta* /on                             >>>>trace periph* /on             JTAPI GW:             C:\>procmon <cust_inst> <node> jgw<jtapi instance>             >>>trace JT_TPREQUESTS /on             >>>trace JT_JTAPI_EVENT_USED* /on             >>>trace JT_PIM_EVENT /on             >>>trace JT_ROUTE_MESSAGE /on             >>>trace *CONF* /on             >>>trace JT_CONNECTION* /on -- Please check if you notice any such issue with our out of Box CTIOS client as well. ... View more

Conference party Entry and exit tones is suported by CTIOS. I neeed some more information from your end to comment further on your issue. Can you please share the following details: What's your UCCE and CM version ? Are you using SIP phones or SCCP phones ? Regards Hemant ... View more

Hi Chris, I checked the provided logs and noticed that the request is coming without any instrument. 15:29:20:574 cg1A-ctisvr Session 9: MsgType:QUERY_AGENT_STATE_REQ (InvokeID:0x3 PeripheralID:1 MRDID:1 ICMAgentID:0 AgentExtension:""  15:29:20:574 cg1A-ctisvr Session 9:         AgentIDLong:"3100" AgentInstrument:"" ) You should not send the request without agent extension/device details.  If you check the CTI server message ref. guide for the same message, you can see following mentioned: Please add right extension details in the request. Regards Hemant ... View more

That's  good. Customer can go with any of the latest CCE releases. You can refer the UCCE SRND guide for more details. For client part, they can use wither CTIOS or CAD or Finesse. For complete details on all three client solutions, please check relevant cisco docs. Let me know if any other info is needed from my end. ... View more

DDE is an old Windows communication technology . It's an IPC method for windows which help the application to share data. As per best of my knowledge, Currently we don't have DDE based CTI clients supported with CTIOS. If you want to come  out of this older client  then either you can use out of box CTIOS client or if you want you can develop your own custom client application using CIL ( JAVA/ COM/ C++/ .Net ) or ActiveX controls in COM container like VB. Meanwhile Can you tell me what is your UCCE version ? ... View more

Pavan, Removal of one of the party from the conference can not be achieved by CTIOS out of box Client. But have you tried your hands on Finesse. I just tried to test conference scenario with finesse and do locate a drop  button which displays the Drop participant option . Just see if this helps you to achieve the functionality you are looking for. Below are my test details: Agent 1: 1001  Ext: 666671 Agent 2: 1003  Ext: 666637 Incoming call came to agent one from Ext. 666643 via route point 1010. Below is the snapshot showing the drop participant option ... View more

Ok so you are trying to decouple one of the conference party.  With CTIOS it is not possible to achieve it. Are you using CVP for queuing ? ... View more