Hello everyone, Today I would like to share a case, which happened at our customer UCCE recently. They tried to configure Ringing On No Answer (RONA) logic in their contact center. However when they tested it, they discovered that if the agent didn’t answer the call, his state didn’t change to Not Ready as it…
Hello everyone, Let’s continue our conversation about collecting logs for Cisco Contact Center Enterprise (CCE). In the first part of the story we saw, how to retrieve the logs with Diagnostic Framework Portico. Now it is time to show you, how you can do it more effectively with Cisco Real Time Monitoring Tool (RTMT). Almost…
In the beginning of 2022 we discussed how to collect Cisco Contact Center Enterprise logs with Diagnostic Framework Portico. From time to time my students and customers face the issue when they can’t open the Diagnostic Framework Portico web-page. So they try to lunch it from CCE Tools folder or just simply type the link…
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…
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…
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…
Good afternoon, In previous versions (up to 8.5) of the Cisco Contact Center Enterprise (UCCE), the status of all running processes related to the operation of installed and activated system components, such as Router, Logger, PG, CTI Server, CTI OS, could be seen in the Windows server’s taskbar. This made it easy and quick to…