CCUserGroup News

Webview Agent Report

Wed, 08 Sep 2010 09:30:12 -0400

Hi,

In Webview, under the Agent Consolidated Daily reports, for every Agent I'm seeing a default Skill group name as "CM.Cisco_Voice.default.25741(5000)" and it has handled some inbound and External out calls. But this skill group is not configured in the Skill Group explorer.

I'm trying to understand what is the significance of the above mentioned skill group and reason for the entries in the report. I have attached the screenshot for the reference.

Thanks
Ram

Make Call from CTIOS desktop when agent is ready

Mon, 23 Aug 2010 23:55:09 -0400

Hi, we are integrating our new CRM with CTIOS and the developers would like to be able to make a call from the CRM when the agent is in a "ready" state. Whenever they try to do this they receive this error message.

IPCC Error [10103]You must be Not Ready to make a call. Please change to Not Ready and try again

I know this is the way UCCE works (7.2.7) but is there an easy way to turn this restriction off.

The developers believe they could transition the agent to not ready and then make the call and after it is finished back to ready, but that would also be reflected in the webview reports.

any help appreciated...

Make Call from CTIOS desktop when agent is ready

Mon, 23 Aug 2010 23:44:38 -0400

Make Call from CTIOS desktop when agent is ready

Mon, 23 Aug 2010 23:42:21 -0400

UCCX8 - custom Java classes connecting to another server

Wed, 18 Aug 2010 08:25:32 -0400

Hello,
we're now migrating to CUCCX8 (which is appliance) and we have some custom classes that we're invoking from CRS editor. We've upload our JAR into Document Management, set Custom File Configuration, restarted engine.. This part is functioning properly.
Through this jar and CRS editor we want to connect to our Java server which runs on other (Windows machine). Problem occurs here, some security issues are appearing, this is stack trace:
%MIVR-SECURITY_MGR-2-SECURITY_VIOLATION:Security violation: Permission Name=modifyThreadGroup,Permission Action=,Application=TestScrApp,Script=Test.aef,Step id=10,Step Class=com.cisco.wfframework.obj.WFBeanStep,Step Description=........
2818: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION:java.security.AccessControlException: access denied (java.lang.RuntimePermission modifyThreadGroup)
2819: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION: at java.security.AccessControlContext.checkPermission(AccessControlContext.java:323
)
2820: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION: at java.security.AccessController.checkPermission(AccessController.java:546)
2821: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION: at java.lang.SecurityManager.checkPermission(SecurityManager.java:532)
2822: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION: at com.cisco.security.impl.JavaSecurityManager.checkPermission(JavaSecurityManager.
java:327)
2823: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION: at com.cisco.security.impl.JavaSecurityManager.checkAccess(JavaSecurityManager.java
:291)
2824: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION: at java.lang.ThreadGroup.checkAccess(ThreadGroup.java:288)
2825: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION: at java.lang.Thread.init(Thread.java:332)
2826: Aug 17 15:24:17.457 CEST %MIVR-SECURITY_MGR-2-EXCEPTION: at java.lang.Thread.(Thread.java:377)

Is there any way we can set this to go through, set some parameters according to Java, security, did anyone meet these problems...?

Thanks in advance,
Ivana

Identify triggered called

Fri, 06 Aug 2010 12:47:43 -0400

Hello,
I have a UCCX 7.0 integrated with cucme.
There are 10 agents, they answer to more than 1 trigger. When a call arrives to the selected agent, the agent need to know If the call arrived from trigger 1 o 2.. Is there a way to make It possible, for example providing a the name of the trigger to the ani or with a prompt which sounds the trigger name to the agent before It's connected with the calling?

Thank you

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Fri, 23 Jul 2010 03:31:29 -0400

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Regards

Custom Defined Reason Codes Textual Values Accessible to Historical Reporting?

Thu, 08 Jul 2010 17:59:36 -0400

Have a customer that is using UCCX 5 and we are creating a custom report that shows agent state transistions. Instead of reporting the numeric reason code, I would like to supply the associated text with that reason code. These codes are setup in Cisco Desktop Administrator (CDA) and it doesn't appear that CDA writes the configuration data to the db_cra database. Is it in there? Which table? Is it in another database? I would like to avoid having to rewrite the stored procedure if a reason code is changed in CDA.

Thanks,

Mark

Custom Defined Reason Codes Textual Values Accessible to Historical Reporting?

Thu, 08 Jul 2010 17:58:29 -0400

From 4.2.5a to 4.3.x

Mon, 31 May 2010 08:54:04 -0400

Hi guys

I have a customer with EIM 4.2.5a, which is probably going to be upgraded to 4.3.x.

The upgrade I suppose is the "easy" way to do it, but the system has been manipulated several times during upgrades to 4.2.5a, so I'd rather have a clean install than an upgrade. On the other hand I'd really like to NOT start all over with configuration of users, rights and so on, not to mention data in knowledge base.

I have been scanning release notes and other documentation but can't find anything stating how to do a restore / import of data form 4.2.5a into a new 4.3.1 installation.

Does anyone have input on if this is possible and if so where to find further documentation on this?

Regards
Henrik