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Today's Topics:
1. roles for various levels of access (Erick Wellnitz)
2. Re: Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working
(Grace Maximuangu)
3. Re: Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working
(Anthony Holloway)
4. AS5350 as SIP UA (Eugene Prokopiev)
5. Re: roles for various levels of access (Roger Wiklund)
6. Re: roles for various levels of access (Erick Wellnitz)
7. Changing PUB's IP (ver 8.0.3) (Mike )
8. Re: Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working
(Grace Maximuangu)
9. install a server as Webex (FRANKLYN GONZALEZ)
10. Re: Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working
(Anthony Holloway)
11. Re: Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working
(Grace Maximuangu)
----------------------------------------------------------------------
Message: 1
Date: Mon, 26 Aug 2013 13:38:48 -0500
From: Erick Wellnitz <[email protected]>
To: cisco-voip <[email protected]>
Subject: [cisco-voip] roles for various levels of access
Message-ID:
<cak0wosbnh9bzhvssxtulrjq4ov8pa488on3kgve2tyvtjwk...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Anyone know which resource under roles I need to set to update in order to
give access to add and modify remote destination profiles? Not having much
luck finding this anywhere.
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------------------------------
Message: 2
Date: Mon, 26 Aug 2013 16:23:42 -0400
From: Grace Maximuangu <[email protected]>
To: Anthony Holloway <[email protected]>
Cc: "[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="utf-8"
Tony,
Thanks for the feedback, when I was looking at the configuration I did wonder
why they did not just set it to ?Is Not Empty?, but if I should do that, will
you recommend creating another list other than the <NA> ?.
Meanwhile I am going to uncheck the ?enable rule? and let you know what happens.
:-: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: [email protected] [mailto:[email protected]] On Behalf Of Anthony
Holloway
Sent: Monday, August 26, 2013 10:59 AM
To: Grace Maximuangu
Cc: Ryan LaFountain (rlafount); [email protected]
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not
working
HI Grace,
I have been watching your request to see if I could offer any assistance.
Today I see your screenshots, so thank you for that. What is the logic behind
having a rule to check for an Account Number which IS NOT in a list, where the
list is <NA>? Wouldn't just having no rule at all be more efficient and easier
to understand? Perhaps it is this rule that is preventing your action from
happening. Can you uncheck the "Enable Rule" checkbox to see if it will fire?
On Fri, Aug 23, 2013 at 3:12 PM, Grace Maximuangu
<[email protected]<mailto:[email protected]>> wrote:
>>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<tel: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]<mailto:[email protected]>]
Sent: Tuesday, August 20, 2013 7:36 AM
To: Grace Maximuangu;
[email protected]<mailto:[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<tel:%2B1%20919%20392%209898>
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]]
________________________________
This email and any files transmitted with it are confidential and are intended
for the sole use of the individual to whom they are addressed. Black Box
Corporation reserves the right to scan all e-mail traffic for restricted
content and to monitor all e-mail in general. If you are not the intended
recipient or you have received this email in error, any use, dissemination or
forwarding of this email is strictly prohibited. If you have received this
email in error, please notify the sender by replying to this email.
_______________________________________________
cisco-voip mailing list
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------------------------------
Message: 3
Date: Mon, 26 Aug 2013 12:59:00 -0500
From: Anthony Holloway <[email protected]>
To: Grace Maximuangu <[email protected]>
Cc: "[email protected]" <[email protected]>
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen
Pop not working
Message-ID:
<CACRCJOh25ck+Pcs6=bFZ=iN=aong9s_fapxspzwvslwuwsy...@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
HI Grace,
I have been watching your request to see if I could offer any assistance.
Today I see your screenshots, so thank you for that. What is the logic
behind having a rule to check for an Account Number which IS NOT in a list,
where the list is <NA>? Wouldn't just having no rule at all be more
efficient and easier to understand? Perhaps it is this rule that is
preventing your action from happening. Can you uncheck the "Enable Rule"
checkbox to see if it will fire?
On Fri, Aug 23, 2013 at 3:12 PM, Grace Maximuangu <
[email protected]> wrote:
> ** **
>
> >>Goto>>>Voice Contact Workflow****
>
> >>Select Event >>>Answered****
>
> >>Rules of Event>>>Screen Pop****
>
> >>Action of Rule>>>Innotrust****
>
> ****
>
> ** **
>
> >>>Edit Rule Conditions>>>****
>
> ****
>
> ** **
>
> :-:gm****
>
> ** **
>
> Grace Maximuangu****
>
> Voice Solutions Engineer****
>
> *Black Box Network Services*
>
> Cell: 213.268.6342****
>
> [email protected]****
>
> www.blackbox.com ****
>
> ** **
>
> [image: bbox logo.JPG]****
>
> ** **
>
> *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]****
>
> Hours: M ? F 9:00am ? 5:00pm****
>
> ** **
>
> *From: *Grace Maximuangu <[email protected]>
> *Date: *Monday, August 19, 2013 4:14 PM
> *To: *"[email protected]" <[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*****
>
> [image: bbox logo.JPG]****
>
> ****
>
> ** **
> ------------------------------
>
> This email and any files transmitted with it are confidential and are
> intended for the sole use of the individual to whom they are addressed.
> Black Box Corporation reserves the right to scan all e-mail traffic for
> restricted content and to monitor all e-mail in general. If you are not the
> intended recipient or you have received this email in error, any use,
> dissemination or forwarding of this email is strictly prohibited. If you
> have received this email in error, please notify the sender by replying to
> this email.****
>
> _______________________________________________
> cisco-voip mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
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------------------------------
Message: 4
Date: Tue, 27 Aug 2013 09:20:25 +0400
From: Eugene Prokopiev <[email protected]>
To: [email protected]
Subject: [cisco-voip] AS5350 as SIP UA
Message-ID:
<CANM4RugQGOtHks32tSJbvuFPyPHH=3RrY=e9sGa3w=0QL9L=z...@mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1
Hi,
Which configuration and software need I use to register AS5350 as SIP
UA on SIP proxy?
This simple configuration works with 7301 and 15.1(4)M2:
sip-ua
credentials username 2103499 password 7
101E5B4C5142475B2E51727E767D65627A realm softx
registrar ipv4:10.10.10.100 expires 3600 auth-realm softx
But I can't reproduce it on AS5350 and 12.4(15)T14 because registrar
have no auth-realm option. So, my configuration looks like:
sip-ua
credentials username 2103499 password 0014040249095A565C751517 realm softx
registrar ipv4:10.10.10.100 expires 3600
I can't see any REGISTER request from AS5350 with this configuration :(
--
WBR,
Eugene Prokopiev
------------------------------
Message: 5
Date: Tue, 27 Aug 2013 16:13:10 +0200
From: Roger Wiklund <[email protected]>
To: Erick Wellnitz <[email protected]>
Cc: cisco-voip <[email protected]>
Subject: Re: [cisco-voip] roles for various levels of access
Message-ID:
<CAC+aSK14qQLt+6NpnZF5KvvGV+47c+zHRuh=pxnjr4shbww...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
RemoteDestination and RemoteDestinationTemplate should do the trick.
/Roger
On Mon, Aug 26, 2013 at 8:38 PM, Erick Wellnitz <[email protected]>wrote:
> Anyone know which resource under roles I need to set to update in order to
> give access to add and modify remote destination profiles? Not having much
> luck finding this anywhere.
>
>
>
>
>
> _______________________________________________
> cisco-voip mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
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------------------------------
Message: 6
Date: Tue, 27 Aug 2013 09:31:10 -0500
From: Erick Wellnitz <[email protected]>
To: Roger Wiklund <[email protected]>
Cc: cisco-voip <[email protected]>
Subject: Re: [cisco-voip] roles for various levels of access
Message-ID:
<cak0woscduntxfn8cfvn6xqin59hbp7au19tlxnsbwq+ggs5...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Remote Destination Template did it.
Thanks!
On Tue, Aug 27, 2013 at 9:13 AM, Roger Wiklund <[email protected]>wrote:
> RemoteDestination and RemoteDestinationTemplate should do the trick.
>
> /Roger
>
>
> On Mon, Aug 26, 2013 at 8:38 PM, Erick Wellnitz
> <[email protected]>wrote:
>
>> Anyone know which resource under roles I need to set to update in order
>> to give access to add and modify remote destination profiles? Not having
>> much luck finding this anywhere.
>>
>>
>>
>>
>>
>> _______________________________________________
>> cisco-voip mailing list
>> [email protected]
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
>
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------------------------------
Message: 7
Date: Tue, 27 Aug 2013 10:40:53 -0400
From: "Mike " <[email protected]>
To: <[email protected]>
Subject: [cisco-voip] Changing PUB's IP (ver 8.0.3)
Message-ID: <[email protected]>
Content-Type: text/plain; charset="us-ascii"
What's the ramifications of changing the publisher's IP address while the
subs are offline?
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------------------------------
Message: 8
Date: Tue, 27 Aug 2013 10:55:08 -0400
From: Grace Maximuangu <[email protected]>
To: Anthony Holloway <[email protected]>
Cc: "[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="utf-8"
Anthony, Ryan,
The interesting thing I found out is that ?rule to check for an Account Number
which IS NOT in a list, where the list is <NA>?
That is exactly how it is working in CCX 5.0, in the existing production
environment.
Is there a feature in 7.0.2 that probably is not accepting these values as they
are working fine in the previous version. I know the GUI?s look different
between the versions.
Perhaps it would help if you guys can explain why these values need to be
configured differently or are handled differently in 5x and the new 7x.
See Screenshot for Existing 5.0 environment, and that is working fine with no
issues
[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: [email protected] [mailto:[email protected]] On Behalf Of Anthony
Holloway
Sent: Monday, August 26, 2013 10:59 AM
To: Grace Maximuangu
Cc: Ryan LaFountain (rlafount); [email protected]
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not
working
HI Grace,
I have been watching your request to see if I could offer any assistance.
Today I see your screenshots, so thank you for that. What is the logic behind
having a rule to check for an Account Number which IS NOT in a list, where the
list is <NA>? Wouldn't just having no rule at all be more efficient and easier
to understand? Perhaps it is this rule that is preventing your action from
happening. Can you uncheck the "Enable Rule" checkbox to see if it will fire?
On Fri, Aug 23, 2013 at 3:12 PM, Grace Maximuangu
<[email protected]<mailto:[email protected]>> wrote:
>>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<tel: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]<mailto:[email protected]>]
Sent: Tuesday, August 20, 2013 7:36 AM
To: Grace Maximuangu;
[email protected]<mailto:[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<tel:%2B1%20919%20392%209898>
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]]
________________________________
This email and any files transmitted with it are confidential and are intended
for the sole use of the individual to whom they are addressed. Black Box
Corporation reserves the right to scan all e-mail traffic for restricted
content and to monitor all e-mail in general. If you are not the intended
recipient or you have received this email in error, any use, dissemination or
forwarding of this email is strictly prohibited. If you have received this
email in error, please notify the sender by replying to this email.
_______________________________________________
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[email protected]<mailto:[email protected]>
https://puck.nether.net/mailman/listinfo/cisco-voip
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------------------------------
Message: 9
Date: Tue, 27 Aug 2013 15:21:18 +0000
From: FRANKLYN GONZALEZ <[email protected]>
To: "[email protected]" <[email protected]>
Subject: [cisco-voip] install a server as Webex
Message-ID: <[email protected]>
Content-Type: text/plain; charset="iso-8859-1"
hello,who can help me with the followingsettings should I run a Server Webex,
which would be the steps for installation, this server currently topology Call
Manager Publisher and Subscriber, and Presence Server should I do?
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------------------------------
Message: 10
Date: Tue, 27 Aug 2013 10:22:41 -0500
From: Anthony Holloway <[email protected]>
To: Grace Maximuangu <[email protected]>
Cc: "[email protected]" <[email protected]>
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen
Pop not working
Message-ID:
<CACRCJOgUO6s3GudrJb+h7qm_=bPz_12MjzoaVhr=l4wfamu...@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
Grace,
It's hard to say without digging into the CAD log files; however, at the
most basic level, there could have been a defect in CDA for UCCX 5x which
was fixed either in, or along the way to, UCCX 7x, and now it's affecting
your implementation. This wouldn't be the first time an upgrade to UCCX
has broken a customer's environment. Write Document step anyone?
I look forward to the results of disabling the rule all together. Good
luck.
On Tue, Aug 27, 2013 at 9:55 AM, Grace Maximuangu <
[email protected]> wrote:
> Anthony, Ryan,****
>
> The interesting thing I found out is that ?rule to check for an Account
> Number which IS NOT in a list, where the list is <NA>?****
>
> That is exactly how it is working in CCX 5.0, in the existing production
> environment.****
>
> Is there a feature in 7.0.2 that probably is not accepting these values as
> they are working fine in the previous version. I know the GUI?s look
> different between the versions.****
>
> Perhaps it would help if you guys can explain why these values need to be
> configured differently or are handled differently in 5x and the new 7x.***
> *
>
> See Screenshot for Existing 5.0 environment, and that is working fine with
> no issues****
>
> ** **
>
> ****
>
> ** **
>
> :-:gm****
>
> ** **
>
> Grace Maximuangu****
>
> Voice Solutions Engineer****
>
> *Black Box Network Services*
>
> Cell: 213.268.6342****
>
> [email protected]****
>
> www.blackbox.com ****
>
> ** **
>
> [image: bbox logo.JPG]****
>
> ** **
>
> *From:* [email protected] [mailto:[email protected]] *On Behalf Of
> *Anthony
> Holloway
>
> *Sent:* Monday, August 26, 2013 10:59 AM
> *To:* Grace Maximuangu
> *Cc:* Ryan LaFountain (rlafount); [email protected]
>
> *Subject:* Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop
> not working****
>
> ** **
>
> HI Grace,
>
> I have been watching your request to see if I could offer any assistance.
> Today I see your screenshots, so thank you for that. What is the logic
> behind having a rule to check for an Account Number which IS NOT in a list,
> where the list is <NA>? Wouldn't just having no rule at all be more
> efficient and easier to understand? Perhaps it is this rule that is
> preventing your action from happening. Can you uncheck the "Enable Rule"
> checkbox to see if it will fire?****
>
> ** **
>
> On Fri, Aug 23, 2013 at 3:12 PM, Grace Maximuangu <
> [email protected]> wrote:****
>
> ****
>
> >>Goto>>>Voice Contact Workflow****
>
> >>Select Event >>>Answered****
>
> >>Rules of Event>>>Screen Pop****
>
> >>Action of Rule>>>Innotrust****
>
> ****
>
> ****
>
> >>>Edit Rule Conditions>>>****
>
> ****
>
> ****
>
> :-:gm****
>
> ****
>
> Grace Maximuangu****
>
> Voice Solutions Engineer****
>
> *Black Box Network Services*****
>
> Cell: 213.268.6342****
>
> [email protected]****
>
> www.blackbox.com ****
>
> ****
>
> [image: bbox logo.JPG]****
>
> ****
>
> *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]****
>
> Hours: M ? F 9:00am ? 5:00pm****
>
> ****
>
> *From: *Grace Maximuangu <[email protected]>
> *Date: *Monday, August 19, 2013 4:14 PM
> *To: *"[email protected]" <[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*****
>
> [image: bbox logo.JPG]****
>
> ****
>
> ****
> ------------------------------
>
> This email and any files transmitted with it are confidential and are
> intended for the sole use of the individual to whom they are addressed.
> Black Box Corporation reserves the right to scan all e-mail traffic for
> restricted content and to monitor all e-mail in general. If you are not the
> intended recipient or you have received this email in error, any use,
> dissemination or forwarding of this email is strictly prohibited. If you
> have received this email in error, please notify the sender by replying to
> this email.****
>
>
> _______________________________________________
> cisco-voip mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/cisco-voip****
>
> ** **
>
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------------------------------
Message: 11
Date: Tue, 27 Aug 2013 11:39:04 -0400
From: Grace Maximuangu <[email protected]>
To: Anthony Holloway <[email protected]>
Cc: "[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="utf-8"
Hahahahaha?Tks will do!
:-: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: [email protected] [mailto:[email protected]] On Behalf Of Anthony
Holloway
Sent: Tuesday, August 27, 2013 8:23 AM
To: Grace Maximuangu
Cc: Ryan LaFountain (rlafount); [email protected]
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not
working
Grace,
It's hard to say without digging into the CAD log files; however, at the most
basic level, there could have been a defect in CDA for UCCX 5x which was fixed
either in, or along the way to, UCCX 7x, and now it's affecting your
implementation. This wouldn't be the first time an upgrade to UCCX has broken
a customer's environment. Write Document step anyone?
I look forward to the results of disabling the rule all together. Good luck.
On Tue, Aug 27, 2013 at 9:55 AM, Grace Maximuangu
<[email protected]<mailto:[email protected]>> wrote:
Anthony, Ryan,
The interesting thing I found out is that ?rule to check for an Account Number
which IS NOT in a list, where the list is <NA>?
That is exactly how it is working in CCX 5.0, in the existing production
environment.
Is there a feature in 7.0.2 that probably is not accepting these values as they
are working fine in the previous version. I know the GUI?s look different
between the versions.
Perhaps it would help if you guys can explain why these values need to be
configured differently or are handled differently in 5x and the new 7x.
See Screenshot for Existing 5.0 environment, and that is working fine with no
issues
[cid:[email protected]]
:-:gm
Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342<tel:213.268.6342>
[email protected]<mailto:[email protected]>
www.blackbox.com<http://www.blackbox.com/>
[cid:[email protected]]
From: [email protected]<mailto:[email protected]>
[mailto:[email protected]<mailto:[email protected]>] On Behalf Of Anthony
Holloway
Sent: Monday, August 26, 2013 10:59 AM
To: Grace Maximuangu
Cc: Ryan LaFountain (rlafount);
[email protected]<mailto:[email protected]>
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not
working
HI Grace,
I have been watching your request to see if I could offer any assistance.
Today I see your screenshots, so thank you for that. What is the logic behind
having a rule to check for an Account Number which IS NOT in a list, where the
list is <NA>? Wouldn't just having no rule at all be more efficient and easier
to understand? Perhaps it is this rule that is preventing your action from
happening. Can you uncheck the "Enable Rule" checkbox to see if it will fire?
On Fri, Aug 23, 2013 at 3:12 PM, Grace Maximuangu
<[email protected]<mailto:[email protected]>> wrote:
>>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<tel: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]<mailto:[email protected]>]
Sent: Tuesday, August 20, 2013 7:36 AM
To: Grace Maximuangu;
[email protected]<mailto:[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<tel:%2B1%20919%20392%209898>
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]]
________________________________
This email and any files transmitted with it are confidential and are intended
for the sole use of the individual to whom they are addressed. Black Box
Corporation reserves the right to scan all e-mail traffic for restricted
content and to monitor all e-mail in general. If you are not the intended
recipient or you have received this email in error, any use, dissemination or
forwarding of this email is strictly prohibited. If you have received this
email in error, please notify the sender by replying to this email.
_______________________________________________
cisco-voip mailing list
[email protected]<mailto:[email protected]>
https://puck.nether.net/mailman/listinfo/cisco-voip
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------------------------------
Subject: Digest Footer
_______________________________________________
cisco-voip mailing list
[email protected]
https://puck.nether.net/mailman/listinfo/cisco-voip
------------------------------
End of cisco-voip Digest, Vol 118, Issue 24
*******************************************
