Troubleshooting, UCCX

UCCX ‘Dataset status is Failed (Database error)’

It’s a BUG
seriously a Bug on the system not the one you find on houses
1.png
this error message appears in the Cisco Unified Intelligence Center (CUIC) with Unified Contact Center Express (UCCX) when I try to run a report.
and like everything in IT there is always a solution

so let me guide you to this
The Solution is a 2K Fix COP File goes by the name:
ciscouccx.ReportFix.cop.sgn

First download this Fix and save it  to your disk
1a
Then turn on the SFTP and type the Directory path for the file in the Root Path
2
SSH to the UCCX Server
3
Initiate the Upgrade CMD in the UCCX
utils system upgrade initiate
Then select option 1 since we are using SFTP and answer the Q  the UCCX then search for a Checking for valid upgrades and it will start install the File
4
and like that in the last line you see “Successfully installed ciscouccx.ReportFix.cop.sgn”5
Now go to your CUIC Page6

7
Now run the report that you looking for
8
And Finally no Error and the Report show the Team Effort  ;D
9

;D

Advertisements
Standard
UCCX

UCCX Crashed

“Crashed”
is one of the most word that scare any IT Admin
but don’t worry, any problem have a solution
there is many reason the system could crash, specially the boot order of the System

my case was that The Cisco Unified Contact Center Express server is unable to boot. When trying to reboot the server
1.pngthis error message appears regarding inconsistencies in the file system:
2.png
and it will ask you to insert the recovery disk
what you don’t know is the  UCCX has no recovery disk oops
so the solution is to Use the Unified Communications Manager Recovery CD to restore access to the file system. The Unified Communications Manager Recovery CD can be used on any server and application experiencing this issue. This process can be used to recover both Root and Common partition file systems that are affected. First, you need to download the ISO file for the recovery disk
go to cisco web site to download the ISO
Untitled13.png
Download it to your PC
Untitled14.png
Connect to your image in your diskUntitled15.png

Untitled16.png
Now Configure your VM to boot from the CD
Untitled2.png
Now Start the Machine
Untitled3.png

Untitled4

Untitled5
Now This menu for the recovery disk appears:
Untitled6Choose option F, and respond YES. This will check and correct the file system automatically.Untitled7
you can see in the last line it say
“ERRORS found and corrected.”Untitled8

Untitled9

Untitled10
Finally, choose option Q to exit the recovery disk program. and Remove the recovery disk and reboot the serverUntitled11
The system should boot normally.
Untitled12
And The Magic Screen Came up Finally
111

Note:  It is highly recommended that you perform a full system backup weekly  ;D

Standard
CUCM, UCCX

MediaSense Call Recording

Call Center Recording helps organization reliably record and evaluate calls for best training and quality assurance.
Media Sense is a Rich software solution for Cisco IP telephony and Contact Center. It’s provide call recording and live monitoring for Active calls

The Installation is basic just like any Cisco product (CUCM, UCCX …etc)
so i will start by the MediaSense Setup wizard and Requirement

First CUCM Part
create an AXL User I name it mediasense
User Management – Application User
1Second Create a record profile I give it Destination address2
and Assign this to the Agent Directory Number Whom you want to Record
7
Most Important Step is to Create a Transcoder and Assign it to the Device pool

Then Create a SIP Trunk to the MediaSense Server
our MediaSense IP Address is 172.16.245.244345
Last create a Route Pattern to the 399 and Gateway is the MediaSense Trunk that you created earlier6Now Let’s start from the Media Sense Setup Wizard
1.png

2

3
Enter the IP Address of the CUCM and AXL username and Password
4
Select the CUCM
5

6
Now you finish and login again
7
Make sure to select the servers that would work as AXL and Call Control Service Providers 8
Select the user That would Listen to the recording
9
Choose the Prune policy Configuration
10
Type the Incoming Call rule which is your Destination Address in CUCM 399 and Choose the Action type
11
Most Important is the Archive were you will save your Recording Media12
Now logout and provide your Call Center Supervisor by the link
in our case
https://172.16.245.244:8440/mediasense/login.html

13
Now as you can see a call been recorded between extension 7156 and 306 under Active Call
111.png
Simple and Easy
MediaSense

;D

 

Standard
UCCX

UCCX – Barge Features

Hi today I will show you a new feature of UCCX that I just implemented in Call Center of Hyundai.
In earlier blog I show you how to integrate the UCCX with CUCM
https://ccieroot.com/2015/07/29/uccx-integration-with-cucm/

today I will show you the Barge Features.
It allows the Supervisor to monitor Agents in their Team and Participate in the call and listen to the agent conversation with the customer.

From a Barge session, the agent see the call turn to a conference and the Supervisor can then intercept the call and drop the Agent from the call. and the Customer is now talking directly to the Supervisor.

First Enable in the phones for Built-in Bridge
1

Supervisor DN must have the Monitor CSS populated with a CSS that has access to the Agents DN Partition. it’s configured under the supervisor DN

2

now the supervisor should open the CAD Cisco Agent Desktop first then the CSD Cisco Supervisor Desk

3

4

Now Check the Agent That have a cal for example Agent7HYD have outgoing call to 7403
6

Select the Call and then go up you will see the button Barge-in Press it and suddenly the call turn to a conference
6

9

also you can intercept the call which result that the Agent7HYD will be Drop from the call and Supervisor Agent1HYD will be talking directly to the Customer 74037

The Same Configuration for CDA Cisco desktop Agent will go for the Cisco Finesse.

 

Standard
UCCX

UCCX Integration with CUCM

Cisco UC (Unified Communication) family has many members – CUCM (CallManager), Unity, UCCX (IPCC Express), CER, CUPS, etc.
UCCX (Unified Contact Center Express) is also known as IPCC Express or CRS (Customer Response System).
Since from version 8.5, UCCX was migrated to Linux platform (just like CUCM). The installation process is very similar to CUCM.  However, the use of “Application Administrator” is quite different.

UCCX relies heavily on CallManager.  Instead of managing a duplicated set of users, it makes sense for UCCX to “import” users from CallManager and make them call center agents, supervisors, administrators, etc.  All UCCX authentication was referred from UCCX server to CallManager server via AXL protocol.

The Steps required to integrate and setup UCCX include:

  • Adding a new device
  • Associating a device with a user
  • Assign an Owner for the Phone
  • UCCX Initial Configuration
  • Assign the new Device an IPCC
  • Build Skills & Assign it
  • Assign a Supervisor Capabilities to the user
  • Build CSQ
  • Build Team
  • Build Call Control Group
  • Build Script
  • Upload the script to the IPCC
  • Create a Prompt Folder
  • Add wav file to the prompt folder
  • Create an Application and CTI Route Point
  • Add the Ports to the CTI Admin and the Phones to the RMCM Admin
  • Configure Cisco Unity
  • Configure Transcoder

This post is based on UCCX version 10.0.1 and CUCM version 9.1.2

Lets Start
First in CUCM we build phones
1

Then Create Admin User to use for UCCX Administration Page
3

Then create the Agent and Associate them with the Phone
4

5

6

Then we Configure the Owner in the Phone Side
7

Now Lets Start the UCCX Side
login by the User that been Created During UCCX Installation
8

Enter the CUCM IP address and the AXL username & password
9

Here we will use the 60 Days Demo
10

11

Then Activate the License Once it activated the next button will highlight
12
Press Next at the second page
14

Now Lets Create Username and Password for AXL, CTI Ports and RMCM
15

16

17

Now after that those users will be created automatically in CUCM
then configure the service Parameter and Language
18

19

That is it it will ask you to install the Cisco Unified CCX Desktop Configuration
20

Now Assign the user i create in CUCM which is UCCX as the UCCX Admin
21

Verification and like this the initial setup is finish
22

Now Go Back to CUCM and assign to the User an IPCC Extension so you can see the Agent in the resource of UCCX Resource page
23

now login to UCCX and go to
Subsystem – RmCm – Resource
you will see the Agent Sync with CUCM already
25

Now Create Skill and Assign it
Subsystem – RmCm – Skills – Add new : Call Center
27

you can go to
Subsystem – RmCm – Resource and Assign it one by one
or
Subsystem – RmCm – Assign Skills to do it all at one
lets go by the second option
29

30
32

Now if you go to the User to check it
Subsystem – RmCm – Resource and select the user you see it already become one f his Skills
33

Now Assign Supervisor Capabilities
Wizard – RmCm Wizard – Add Supervisor
by default all user have agent capability only so all what you need to click on the supervisor and the arrow will move it to the Right Side
36
Now Lets Build Contact Service Queues
Subsystem – RmCm – Contact Service Queues
Define the Resource Pool Weather it was by Group or Skill
we will use skills for this option
38

39
by default the Competence is 5 by default you can create your own
i will use the default

Now lets build the Team
Subsystem – RmCm – Teams
1-Assign Supervisour
2-Assign Agent
3-Assign CSQ
41

Now Configure Call Control Group
Subsystem – Cisco Unified CM Telephony – Call Control Group
43

44

Now if you go to CUCM you will find the CTI Port has been Created
Device – Phone
45

Now the Big Script
there is a default scrip liberary when you install Cisco Unified CCX Editor which available in C:\Program Files\UCCX Program\Scripts\system\default
our script design to that the agent will recive a call and if they are not available in 30 second the call will forward to the voicemail which include a small configuration in Cisco unity
first login to the software CUCCX Editor which can be downloaded from plugin in uccx web page
1
1

the software will open, i used the default script icd.aef to edit
and there is a small button like an Arrow
2
called new variable
Name the Variable and write the Voice Mail Number that you want to use
in our case we used the name: Voice Mail and the Number : 5555
48

49

then Choose an option to forward the call to Voice Mail once it reach 30 second
the delay is 30 second by default so we only need to add the forward option
50

51

52

53

That is it. now validate the Configuration
Tools – Validate
55

now Save the script to your PC and upload it
Application – Script Management

58

now create a wav welcome message and upload it also to the system
you can create a welcome message by iphone and then convert it in your PC, i use WavPad Sound Editor
Application – Prompt Management – en_US folder then Upload
61

Finally the Application were everything will be collect there and also add a trigger number which is the number will call the whole system
Application – Application Management
63

64

65

66

67
Now go back to CUCM and check the user that been created in the initial Setup in UCCX and assign the CTI Port to the CTI Admin and Associate the phones to RmCm Admin
68

69

Now the Voice Mail Side
in earlier Article i show you how to configure voicemail https://ccieroot.com/2015/07/11/sccp-integratinon-cisco-unity-connection-with-cucm/
so here i will show you how to create a Distribute List that collect the user of UCCX in one Voicemail inbox so they can check the messages
go to Cisco unity connection – Distribute List – System Distribute Lists  Add New
2323

71

72

73

Now Create the Call Handler with the same Variable number that been created in the UCCX which is the Voice Mail Number
in our case is 5555
go to Call Management – System Call Handler – Add new
75

Then after Save go to Edit – Message Settings
change the Message Recipient to Distribute List and choose your Distribute List
77

Last thing you need to create a Transcoder since UCCX call will be transferred to CUC
you need to configure it in Router Side and CUCM Side
first configure it in router
78

Then go to the CUCM to add it
Media Resources – Transcoder – add it and reset
79

Then Add the Transcoder to a media resource group and a media resource list
Media Resource – Media Resource group
81

Media Resource – Media Resource Group List
83

Now Assign the Media Resource List to the Same Device Pool so it will Transcode the Calls
System – Device Pool
85

And that is it
the System is ready to go

Standard