Hello,
I'm looking for ideas on how people setup their applications/scripts when
handling call centers with multiple tiers of support. More specifically, how do
you handle 1st tier agents queueing calls for 2nd tier agents? Below, I've
provided three ways I can think of to achieve it, but I'm c
this change will be to add a menu for
the 1st tier agents to select from to route to agents that specialize in
different areas.
From: Anthony Holloway
Sent: Monday, August 5, 2019 10:55 AM
To: Johnson, Tim
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Call Escalation/Tiered CSQs
You’re right. It would still be considered a supervised transfer, having them
wait for the additional digits to be sent before completing the transfer. Yes,
using commas for the delay in the string.
From: Anthony Holloway
Sent: Monday, August 5, 2019 12:05 PM
To: Johnson, Tim
Cc: cisco-voip
Yeah, it’s still an issue in 12.0. Right now it’s opening properties for me in
1-2 seconds, other times it’s 10.
Would be nice if they did a full makeover of the tool, but I don’t expect it.
From: cisco-voip On Behalf Of Anthony
Holloway
Sent: Tuesday, September 24, 2019 11:11 AM
To: Matthew L
Right, so you can have Jabber configured for an agent, but that’s the only
thing they’ll be able to use otherwise you’re in an unsupported configuration.
[cid:image002.png@01D585C6.596E5740]
From: cisco-voip On Behalf Of Matthew
Loraditch
Sent: Friday, October 18, 2019 3:07 PM
To: Lelio Fulgen
Yeah, just don’t have a CSF device assigned to that user. Or, if you do have a
CSF device for that user, make sure their IPCC extension is not assigned to it.
From: cisco-voip On Behalf Of Lelio
Fulgenzi
Sent: Friday, October 18, 2019 3:30 PM
To: Matthew Loraditch ; voyp list,
cisco-voip (cis
change the IPCC
extension on the End User. If I’m thinking right that’ll basically give you
(and potentially the user) the ability to toggle to their preference.
From: Pawlowski, Adam
Sent: Friday, October 18, 2019 3:43 PM
To: 'Lelio Fulgenzi' ; Matthew Loraditch
; Johnson, Tim ;
Anyone have a callback script that is working flawlessly? We have implemented
the solution in Cisco's Advanced Queueing script and it's seems to be working,
but I'm seeing Contact Inactive Exceptions and Contact Creation errors in
syslog each time the callback is used, despite having Contact Ina
ck when they have queue hold time problems, this is likely
to cause more issues than it solves.
"...I’ve read that the Call Control Group and Dialog Group should be different
from the trigger on the originating application..."
Can you link the source?
On Tue, Nov 5, 2019 at 10:59
What’s your dial peer configuration look like? Curious if you have ‘huntstop’
configured.
From: cisco-voip On Behalf Of Pawlowski,
Adam
Sent: Tuesday, November 19, 2019 8:07 AM
To: 'Jonathan Charles' ; Anthony Holloway
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] Server-groups and
Oh hey, 989, that’s me! :)
From: cisco-voip On Behalf Of Lelio
Fulgenzi
Sent: Friday, December 13, 2019 9:16 AM
To: cisco-voip voyp list
Subject: Re: [cisco-voip] 988 Suicide Hotline
Pretty sure the dial plan would need to be updated to be able to use the router
filter service clause. It’s al
Yes, it’s bad. I typically download the PDF if I need to Find something.
From: cisco-voip On Behalf Of Lelio
Fulgenzi
Sent: Tuesday, January 21, 2020 1:37 PM
To: Anthony Holloway ; Cisco VoIP Group
Subject: Re: [cisco-voip] Cisco's Website and Find on Page (CTRL+F) Issue
I think it has to do
As far as my experience, this is “normal” for UCCX. Yes, I believe the request
stays open until the script ends. I believe we opened up a TAC case about it a
year or two ago but I don’t believe it went anywhere.
From: cisco-voip On Behalf Of Matthew
Loraditch
Sent: Tuesday, January 28, 2020 8:
Bingo bango bongo.
From: Matthew Loraditch
Sent: Tuesday, January 28, 2020 10:40 AM
To: Anthony Holloway ; Johnson, Tim
Cc: Cisco VoIP Group
Subject: RE: [cisco-voip] HTTP Response for HTTP Triggered Script
So basically I need 3 separate applications. The HTTP Trigger to take the input
then
I just worked my way through the official configuration guide the other day. It
was a challenge, but I got it pieced together. The call flow diagram on this
TAC document would have been super helpful to have!
From: cisco-voip On Behalf Of Matthew
Loraditch
Sent: Wednesday, February 19, 2020 1:
Does anyone know if it's possible to create a loopback test space within Cisco
Meeting Server, and maybe how to do it? Or if not, what might be used to create
one? Although it's fun to just use the Blue Jeans parrot, I've always thought
it would be cool to host my own.
Tim Johnson
Voice & Video
Looks like Terry should be okay with that setting, being on 12.5, but for
others who may try this setting, be aware of this bug:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvh48379/?reffering_site=dumpcr
I just ran into it on Monday, being on CUCM 12.0(1.1.10).
From: cisco-voip On Beh
Looks like an 8841 with maybe a sticker?
On Apr 14, 2020 9:50 PM, Lelio Fulgenzi wrote:
I’m watching The Tunnel, Season 3 Episode 1 (a great show by the way) and see
this phone. Which looks like it has mwi/ringer light on the back? What model is
this?
[cid:80C6646A-94BC-4543-AF17-AE5DEDE993AA-
That bothers me too. I think the only option where that makes sense is for RGs
and RLs because they cannot share the same name.
From: cisco-voip On Behalf Of Anthony
Holloway
Sent: Thursday, May 28, 2020 3:42 PM
To: Matthew Loraditch
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] Mi
It seems to me that there's not a "best practice" label for most scenarios.
When I started with UCCX, we went to a call handler first to provide us with an
easy way to provide a schedule, and a familiar way for the customer to record a
greeting. Later, we ended up building the schedule into our
[The Simpsons: The 10 Worst Things Mr. Burns Has Ever Done, Ranked]
From: cisco-voip On Behalf Of Anthony
Holloway
Sent: Friday, August 21, 2020 4:27 PM
To: Hunter Fuller
Cc: Cisco VoIP Group
Subject: Re: [cisco-voip] [External] Re: Remote Phone Control
And you would never upload a rick roll
How is NICE in comparison? I’ve been curious about other products but haven’t
looked too far yet.
From: cisco-voip On Behalf Of Croft, Keith
Sent: Tuesday, September 8, 2020 7:59 AM
To: Jonatan Quezada ; James Dust
; Adrian Arevalo-Orozco
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voi
Does anyone have a working configuration of using a third party SIP softphone
with TLS? I have it working with Cisco phones and Jabber, but am trying to get
a third party client working. I'm on CUCM 12.0.
So far, I'm running into an issue with the TLS handshake. The client is using
TLS 1.0, and
Adam Pawlowski
Sent: Thursday, January 21, 2021 7:25 PM
To: Kent Roberts ; Johnson, Tim
Cc: cisco-voip@puck.nether.net
Subject: [External] RE: [cisco-voip] Third Party Softphone w/ TLS
I looked at how to secure this briefly for a polycom endpoint and the
explanation in that documentation was that y
Pretty sure you can run Jabber in phone-only mode these days. Not sure on the
limitations of it though.
-Original Message-
From: cisco-voip On Behalf Of Matthew Huff
Sent: Monday, February 1, 2021 10:56 AM
To: cisco-voip@puck.nether.net
Subject: [External] [cisco-voip] Non-jabber based C
I'm not the most experienced with SIP profiles, so I won't comment on that.
Maybe you could use translation profiles on the cube instead, to change the
calling party to something else?
-Original Message-
From: cisco-voip On Behalf Of
f...@browardcommunications.com
Sent: Monday, Februar
Curious what provider you’re using. Right now I’m using XMedius out to Frontier
and I’d say it works about 95% of the time for outbound, though the majority of
our outbound goes through VG202XMs. I know it’s typically recommended to use
the same signaling through the call flow, so run SIP all th
What's the "go to" for an on-prem fax server these days? I've heard Imagicle is
good.
On Jun 21, 2021 10:24 PM, Pete Brown wrote:
XMedius…
[cid:image001.png@01D766E3.8B38BE00]
I still remember our CIO screaming at them on a call (veins popping and all)
after our implementation. Some poor fel
Thank you for this! I'll give it a shot! I was recently trying the same upgrade
on some Hyperflex nodes.
From: cisco-voip On Behalf Of Ryan Huff
Sent: Monday, September 13, 2021 3:52 PM
To: Jonathan Charles ; cisco-voip@puck.nether.net
Subject: [External] Re: [cisco-voip] Error upgrade UCS serve
Nah, looks like he said logging into CCM Admin pages, with AD accounts, so all
areas of the web UI (I believe). The NTP errors that I’ve seen are presented as
SAML assertion errors.
I’m curious if this is a new SSO config, or if it was working properly and
something’s changed.
From: cisco-voip
Just for the sake of sanity, all servers are using the same NTP server(s)? And
if needed, before adjusting NTP, just remember that changing it can alter
license MAC.
From: Jonathan Charles
Sent: Friday, September 17, 2021 9:00 AM
To: Kent Roberts
Cc: Johnson, Tim ; cisco-voip@puck.nether.net
I’ve heard from my help desk that they had a few users report the prompt for
accepting a cert. Unfortunately, they gathered zero details for me and just had
the users accept the cert…
Good to know it’s not just us though.
From: cisco-voip On Behalf Of Jason Aarons
Sent: Thursday, November 11,
Is anyone using UCCX 12.5 SU1 ES01, and able to use the Real Time Reporting
Tool (not RTMT)? I find it to be handy in troubleshooting on rare occasions,
but as soon as I upgraded to 12.5 from 12.0 back in August, it stopped working
for me on multiple clients. It launches, but whenever you attemp
After some trial and error, I was able to find that it was having an issue with
temp files in Java. After deleting them, the reports would load properly. Ended
up just disabling the option to keep temp files.
From: Bill Talley
Sent: Thursday, November 18, 2021 3:05 PM
To: Johnson, Tim
Cc
Maybe Intrado? Not sure their minimum requirements but I know we started with
them when they were West, with only a couple hundred DIDs.
On Dec 9, 2021 2:16 PM, Matthew Huff wrote:
No, hosted solution isn’t an option as we have a number of custom solutions
like ring downs, etc…
We already have
Tappinghead.gif
On Feb 3, 2022 11:07 PM, Hunter Fuller via cisco-voip
wrote:
Have you considered asking your clients to leave messages more quickly?
--
Hunter Fuller (they)
Router Jockey
VBH M-1A
+1 256 824 5331
Office of Information Technology
The University of Alabama in Huntsville
Network E
Better yet, just keep a PRI for this. It’ll save you many headaches.
From: cisco-voip On Behalf Of Kent Roberts
Sent: Friday, February 11, 2022 12:14 PM
To: Matthew Huff ; cisco-voip@puck.nether.net
Subject: [External] Re: [cisco-voip] SIP to iTSP best practices
Oh yeah.. one more thing...
Tes
I have the same setup, but I'm not sure we've run into that scenario. From
Google, it looks like you could adjust the Route Plan settings under Service
Parameters (Call Manager) to continue routing on user busy flag. The
description of the option speaks to intracluster routing, but from a few fo
Hello all,
We just recently migrated to the Webex App and have found some annoyances with
the settings that are default. Is there a way to customize the settings for the
Webex app globally, similar to how you could setup a jabber-config.xml file?
The thing we're specifically looking for right n
Webex, from my testing.
From: Adam Pawlowski
Sent: Wednesday, July 27, 2022 10:05 AM
To: Johnson, Tim ; cisco-voip@puck.nether.net
Subject: [External] RE: Webex App Config XML?
Hi Tim,
If it’s registered on premise, it will use the same mechanism to pull the
configuration as Jabber, but it supports
I believe this is what you're looking for. Order is based on how you have your
DNIS/ANI pattern configured.
https://www.cisco.com/c/en/us/td/docs/ios-xml/ios/voice/cube/configuration/cube-book/cube-dp.html#concept_1ACF9AAF93C24BB988E4A2EE3734C8A6
From: cisco-voip On Behalf Of Gary Parker
Sent:
t appears in the config or the dial peer
number does not make any difference.
From: Gary Parker
Sent: Friday, November 11, 2022 8:05 AM
To: Johnson, Tim ; voip puck
Subject: Re: [External] [cisco-voip] Voice Gateway Dial-Peer
Precedence/Processing Order
Thanks Tim, I'm not sure fully unde
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