Today we are going to discuss a topic, which confuses the newbies a lot, when they start working with Cisco Collaboration devices. It will be about one of the Media Resources, namely about Media Termination Points (MTPs). The beginners are always confused about the purpose of MTPs. Why we would need an MTP and how…
The most visited page in my blog is CUCM SIP Trunk to ITSP connection. From time to time my readers and students ask me to explain what the difference between the Early Offer and Delayed Offer in the SIP signaling is. Let’s say your ITSP want you to use SIP signaling with Early Offer in…
Many people, who work with Cisco UCCE/PCCE, ask me questions about developing IVR applications for CVP VXML Server. These are so called Call Studio (or just Studio) Applications. In order to provide all the answers, several years ago I created my own developed CVP Scripting Part 1 (CVPS1) course. The course was presented by Knowledge…
Our tour into ICM processes would be incomplete, if we, of course, don’t mention some words about the ICM Administration Server and Data Server (AW). Earlier we discussed Router, Logger and PG processes. The AW Server is the main interface used for ICM configuration, providing the ability for configuration changes as well as real-time reporting.…
The next part of our UCCE/PCCE story is about the ICM Peripheral Gateways or PGs (click ICM Router Processes or ICM Logger Processes to find appropriate information). ICM PGs provide the data interfaces between the ICM Central Controller and foreign devices (peripherals), such as an ACD (CUCM), IVR system (CVP), or any other device that distributes…
Let’s continue our conversation about the ICM components processes (the beginning is here) and now it’s time to discuss the second component of the ICM Central Controller – Logger. It goes hand in hand with the Router, and it is also called the database server. The Loggers are also always duplexed and are associated with…
Hi all, When you troubleshoot issues in Cisco Unified Contact Center Enterprise, you will definitely have some problems related to its brain – the ICM. Of course, in order to find out where the problem is in your ICM, you have to collect logs and analyze it. However, the ICM components have their own internal…
Recently, one of our students encountered a problem when connecting his CUCM to a telephony provider (ITSP) via a SIP trunk. Between the CUCM and the ITSP, a CUBE gateway was installed, as expected. The problem was the following: when making an outgoing call to the ITSP, CUBE sent a SIP INVITE, however, the provider…
One of the frequently asked questions when working with Cisco Contact Center Enterprise (hereinafter referred to as UCCE) is “How can I collect UCCE logs to investigate this or that problem?”. There are several ways to do this, and in this post we will look at collecting logs through the UCCE diagnostic portal – the…
Hello to everyone! I haven’t written anything on the blog for a long time. Sometimes there is no inspiration, sometimes just laziness 😕Today I wanna talk about the problem that I encountered while working with the Cisco CVP. One of my students was doing his lab and he complained that his Studio application for CVP…
Today we will look at a topic that my students, attending Cisco Unified Contact Center Express (UCCX) courses, is often interested in. We will talk about how to handle a call that has already been sent to the operator, but the operator did not answer it for any reason. This often happens, for example, when…
Dear colleagues, I would like to tell you about one very interesting advanced course for Cisco Unified Contact Center Express. It is called UCCXA. You can study both onsite and online on Cisco Webex. This course mainly covers additional advanced features and techniques when writing scripts for UCCX. In this advanced course, we will talk…
This week I have delivered Cisco UCCXD course in Kyiv, Ukraine. One of the topics discussed in this course wass the Agent Chat feature. During the lab my students asked me where the UCCX chat transcript (history) is stored and how they can access it. There are several ways to open UCCX chat transcript, and today we…
Greetings to everyone! I decided to write this post as a small addition to the Cisco DUIC course. This course discusses Cisco Unified Intelligence Center (CUIC), which provides reports for Cisco contact center products. The course describes the integration of CUIC and UCCE quite well, but there is a very small amount of information about…
Recently, one of our customers complained to us about the “unusual” problem from his point of view, which he met in the Cisco Voice Portal (CVP). When he tried to save changes for the Call Server configuration, the Web Management Console (OAMP) returned the following error: Call Server device with IP Address: <x.x.x.x> and Hostname:…
When working with Cisco UCCE and its components, you often need to remotely connect to one or another system component via Remote Desktop Protocol (RDP). Sometimes the RDP session is not established, and the CredSSP Encryption Oracle Remediation error is issued. Let’s see how it can be fixed. The causes of this problem, as well…
When setting up the Outbound Option for UCCE, you often have to deal with the situation when SIP Dialer does not make outbound calls in agent-based campaigns, although all the settings seem to have been done correctly. Of course, the reasons for such behavior of the Dialer can be completely different, because the deployment of…
Good morning,Let’s continue the conversation about Post Call Survey feature, which was begun in the first part. It is time to discuss the VXML-application, which, in fact, plays all survey questions, as well as saves the responses received from the client. As usual, here are screenshots and, of course, I will give necessary explanations to them. In our example, we discuss the case when the results…
Hi everyone,In this post I would like to talk about a topic that is asked by many of my students and readers, who deal with contact centers. It’s about how to configure a Post Call Survey after a client’s conversation with the contact center operator. Typically, such surveys are used for customer’s feedback and evaluations about level…
Yesterday I faced a fairly common problem that occurs when ICM scripts are created. This problem is very common in deployments where ICM integrates with CVP. When a call comes an ICM script and the script comes to Send To VRU node, it gets to an unsuccessful terminal of Send To VRU, i.e. in fact…