Configuring UCCX Position in Queue

Today, I’m going to share with you an easy way to spice up your call center scripting in UCCX by configuring a position in queue announcement. While many companies are content to use the basic queue loop, having the ability to announce a caller’s place in queue will win you the favor and admiration of the most difficult customers.

Setting this up is very simple and can be done in as little as five call steps.

Screenshot of position in queue module

Read the rest of this entry »

Tribute to the Unknown Woman

If you’ve been around the block long enough, you’re familiar with the face of this woman:

From the days of CRS 4.x (IP-IVR) all the way to UCCX 8.x, her face has been the trademark of contact center applications.

Do you know this woman? What is her name?  What is her back story and why does Cisco honor her by making her the poster girl of UCCX/IVR applications?

Do you know?

Join me in the search!

Tweet with the hash tag #CiscoLady as we comb the internets looking for the answers!

UCCX Lab Notes and Reflections

Last Sunday, I spent some time in the lab working through UCCX integration and basic scripting.  Here are the digital output of my handwritten notes taken during the experience.

Please share any additional tips and tricks related to UCCX.

• Web GUIs available through UCCX:
  • http://10.10.210.5/appadmin
  • http://10.10.210.5/appuser
• Initial username and password for UCCX setup = Administrator / ciscocisco
• AXL User requires Standard CCM Super Users and Standard RealtimeAndTraceCollection group membership.
• The IPMA link can be found under VOICE >> CONTACT CENTER >> UCCX >> INSTALL & UPGRADE >> CAD INSTALLATION GUIDE FOR CAD 6.6 FOR CUCM (search for “6293”)
• End User Requirement – Allow Control of Device from CTI group membership.
• The number of port in Call control Group affect UCCX ports
  • Creates ports under DEVICES >> PHONES (not under CTI ROUTE POINTS)
• UCCX requires three service accounts:
  • AXL: uccx-axl
  • CM Telephony: uccx-jtapi (will use as a prefix, resulting in a “uccx-jtapi_1” username)
  • RmCm Provider: uccx-rmcm
• Default scripts can be found under C:\Progra~1\wfavvid\Scripts\system\default.aef
• Build the Application before the Triggers
• “Show More” allows definition of CSS, Partition, etc.
• Auto Work: After a call, defines what status the agent will be in.
  • Enabled: Work State
  • Disabled: Not Ready / Ready state
• Auto Available (Under Resources): Enabled / Disable
• String Variables: User-created variables
• String Methods: .startsWith(“xxx”), .endsWith(“xxx”)
• Queue music can be found under C:\Progra~1\wfavvid\Prompts\system\G711_ulaw\default\ICM
  • ICMMusic_30.wav
  • ICMMusic_60.wav
• If CM Telephony Subsystem will not start:
  • Stop UCCX Engine
  • In CUCM, delete JTAPI
  • In UCCX, go SYSTEM >> CUCM CONFIG >> SAVE
  • In UCCX, go SUBSYSTEM >> CUCM TELEPHONY >> DATA RESYNC
• RmCm user needs to be manually added in CUCM (as was the AXL user).

JTAPI Subsystem Errors in UCCX

During a season where I worked for a Cisco partner, the support guys affectionately referred to JTAPI as “J-crappy.”  While that assessment still holds true, Cisco has come a long way in developing that nuisance of a plugin for integrating CUCM with IP-IVRs, UCCE, and (our favorite…gag me with a wooden spoon) UCCX.  Oh joy, could it be?  UCCX is on the blueprint for the exam.

Rant: I have no idea why they chose UCCX and not UCCE.  If we’re pushing the limits of advanced features, why not use the enterprise-class contact center solution?  I digress…

When you check the MIVR logs in UCCX for JTAPI subsystem problems, there are relatively few errors you will find.  Here are some of those errors and easy solutions for fixing them.  Please note, these errors are described in terms of CRS, which is Cisco IP-IVR solution.  However, if you have ever touched a CRS server, you will understand that a UCCX box is essentially a CRS server with contact center capabilities.  The software architecture is the same.

Read the rest of this entry »