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Today's Topics:
1. ATA-187 and Ground? (Jason Aarons (AM))
2. Re: Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working
(Grace Maximuangu)
3. Enable USB Audio headset on 8961 phone under CME? (P C)
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Message: 1
Date: Fri, 23 Aug 2013 14:34:36 -0400
From: "Jason Aarons (AM)" <[email protected]>
To: "cisco-voip ([email protected])"
<[email protected]>
Subject: [cisco-voip] ATA-187 and Ground?
Message-ID:
<4e38db0a1959b04c8c83edcf069b53ed0d3b48e...@usispclexdb01.na.didata.local>
Content-Type: text/plain; charset="windows-1252"
We have some ATAs connected to callboxes around a campus. The ATA is in the
closet and the callbox is remote on a sidewalk.
Is there some exact tools your techs have to check for ground/wiring issues at
the callbox out on the sidewalk?
We've had some callboxes that go offhook, then onhook, then offhook, then
onhook. Since the ATA is setup for a CSS with PLAR it generates 3 calls to
911. We unplugged the GAI callbox and plugged a butt set out on the side walk
and the same thing happened. I suspect the problem might be a bad
ground/wiring issue but what tools can we use to prove that it's a wiring issue
instead of an ATA-187 issue?
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Message: 2
Date: Fri, 23 Aug 2013 16:12:20 -0400
From: Grace Maximuangu <[email protected]>
To: "Ryan LaFountain (rlafount)" <[email protected]>,
"[email protected]" <[email protected]>
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen
Pop not working
Message-ID:
<[email protected]>
Content-Type: text/plain; charset="us-ascii"
>>Goto>>>Voice Contact Workflow
>>Select Event >>>Answered
>>Rules of Event>>>Screen Pop
>>Action of Rule>>>Innotrust
[cid:[email protected]]
>>>Edit Rule Conditions>>>
[cid:[email protected]]
:-:gm
Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342
[email protected]<mailto:[email protected]>
www.blackbox.com<http://www.blackbox.com/>
[cid:[email protected]]
From: Ryan LaFountain (rlafount) [mailto:[email protected]]
Sent: Tuesday, August 20, 2013 7:36 AM
To: Grace Maximuangu; [email protected]
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not
working
Hi Grace,
This sounds like two issues here. The first is that the workflow configuration
went missing during the upgrade to 7.0(2). There have been a couple of issues
around this, some known like those listed on page 27 in the link below and some
unknown where we've never been able to get to the bottom of why workflow
information wasn't retained after the upgrade.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad702ccxig-cm.pdf
The second issue seems to be that even after you've recreated the workflow, the
screen pop doesn't work. Can you describe or send screenshots of what the
workflow configuration is and what the agent is experiencing when it 'does not
work'?
Thank you,
Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Email: [email protected]<mailto:[email protected]>
Hours: M - F 9:00am - 5:00pm
From: Grace Maximuangu
<[email protected]<mailto:[email protected]>>
Date: Monday, August 19, 2013 4:14 PM
To: "[email protected]<mailto:[email protected]>"
<[email protected]<mailto:[email protected]>>
Subject: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working
Please advice, the after the upgrade, workflows had to be manually added, but
Screen Pop does not work, I just saw a post on Cisco UCCX forum, please has
anyone ran into the issue and how did this get resolved. And any references on
how to solve this issue would be highly appreciated
CAD is only capable of passing enterprise data to another application. It
cannot perform database lookups on its own. Your options are:
1) If it is browser-based, you can execute an HTTP POST or GET within the
integrated browser.
2) If the application will accept it, you can pass an IPC call
(Inter-Process Communication) to it. This is a formatted UDP packet that CAD
would send, typically on a loopback address, to a port the other application is
listening on.
3) If the action can be repeated with a consistent series of key strokes,
you can call a macro to replay that key sequence, effectively paste the data
into the correct field, and execute the search.
You can use the Cisco Desktop Administrator User Guide for CAD 6.6 for Unified
CM<http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf>
as documentation on how to setup workflows within CAD.
You will need to use Enterprise Data to pass the caller ID information (or
anything else you want CAD to get). This has been covered on the forum many
times. Here is one example to get you
started:https://supportforums.cisco.com/message/1047577#1047577
Please see the post from Cisco forum
:-:gm
Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
[cid:[email protected]]
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Message: 3
Date: Fri, 23 Aug 2013 15:31:53 -0600
From: P C <[email protected]>
To: [email protected]
Subject: [cisco-voip] Enable USB Audio headset on 8961 phone under
CME?
Message-ID:
<cac-ky96tv5d5wvhjjwy8d0_drowqco1jcv0nyofkzg2t4dy...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
With a Cisco 8961 SIP phone and CME 9.0, how do you enable the USB port for
headset usage? The documentation says its off by default and proceeds to
tell you how to turn it on in CUCM but not CME.
As a practical matter in CME, it works before the phones get their first
tftp per-phone config file download, then it stops working.
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