In many UCCX scripts a developer can meet a task to spell or pronounce some phrases from intermediate variables whose values are dynamically determined based on runtime script information. For example, the customer enters his information like his credit card number or zip code etc. and the script must confirm it by spelling this value…
Being a Cisco Instructor, I often receive practical questions from my students and customers about some configurations of Cisco UC products. Many scenarios are not clearly described in Cisco documentation and therefore can be found only during real work with Cisco equipment and products. One of these question was related to UCCX. Our customer wanted…
Some days ago I helped one guy to solve his problem with the voice menu in his UCCX script. He had UCCX integrates with Nuance ASR and he was asked to provide a menu with both voice and DTMF input in his UCCX Script. Let me show you, how it can be configured. First of…
When the engineers deploy Cisco UCCX or Cisco Unity Connection and integrate such system with Cisco Unified Communications Manager (CUCM), one of the common task is to configure so called CUCM AXL User credentials. Of course, the guys, who do such an integration for the first time in their life, wonder what the AXL really…
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…
Lately, I’ve been asked a lot about how to make a bootable disk for a Cisco Unified Communication Manager installation for a lab or test environment. This is quite easy to do, and the procedure has been repeatedly described in various sources. In my lab I use the method described here: http://htluo.blogspot.com/2010/04/how-to-make-non-bootable-iso-image.html IMPORTANT! This method…
Good morning, Yesterday I had an issue with CAD installation for UCCX 10.5. As you know before installing CAD on Windows PC it is necessary to run Client Configuration Tool. However, when we run it on Windows 7 PC, we received an error “Default entry: Awaiting return value from uploader.exe” and the execution of Client…
Hi all, A few days ago I answered a question from a reader of the blog regarding the problem of displaying Caller ID on UCCX agent’s phone. The problem was like that: at the time of an incoming call to the agent, its Cisco Agent Desktop (CAD) displays the correct Calling number of the caller;…
Hello friends, Today we talk about a scenario for you UCCX, which implements the ability to send the ringback tone to the caller when the call is sent to the agent, and the agent’s phone rings. The problem is that when a call is sent to an agent, in fact, CUCM performs a call transfer,…
Good morning! As you know, scripting for UCCX or Cisco IP IVR always requires some pre-recorded wav files. These are all kinds of greetings, instructions for performing certain actions, voice menus, etc. Typically, these wav files are recorded with an external sound editor and then uploaded to the UCCX / IP IVR repository. However, you…
Good evening! The last week I delivered UCCXD 4.0 Cisco course. In the topology, I decided to replace UCCX 8.0 with 9.0.2. Actually, there were no special problems with the new version, however, on the course, we suddenly encountered the problem that the recording of agent conversations initiated from the supervisor desktops or from the…
Добрый вечер! Наконец-то появилось время для новых постов в блоге. Поездки, командировки, работа над курсами накладывают свой отпечаток и, зачастую, просто не оставляют ни минуты свободного времени. Тем не менее, хотел бы рассказать вам об интересной проблеме, с которой я столкнулся недавно при работе с UCCX 7.0. Клиент сообщил о такой ситуации – при попытке…
Всем привет! Сегодня я хотел бы рассказать о том, как в контакт-центре экспресс (UCCX) можно реализовать возможность записи голосового сообщения с последующей отправкой его на любой адрес электронной почты. Это необходимо, например, в тех случаях, когда звонки поступают в контакт-центр в нерабочее время. Вы можете построить логику работы скрипта так, что звонящему будет предложено записать сообщение после…
Добрый вечер, коллеги! Данный пост пишу, буквально, по “горячим следам” 🙂 Сегодня настраивал для клиента UCCX версии 8.0 и неожиданно столкнулся с проблемой при установке CAD – Cisco Agent Desktop. CAD – это программная консоль, которая устанавливается на рабочем месте (РС) агента контакт-центра. Как известно, перед установкой CAD на машины агентов (как правило, с операционой системой Windows) c линуксовых…
Здравствуйте! При проведении одного из курсов по контакт-центру экспресс (UCCXD) я неожиданно столкнулся с такой проблемой на UCCX v.8.0 – при написании скрипта я не смог сохранить wav-файл на диск UCCX с помощью команды Write Document. Скрипт при дебаге выдал ошибку, говорящую о том, что нет прав на запись файла в указанную папку, т.е у…