UCCE/PCCE ICM Components Processes - Administration Server (AW)

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. A database resides on the Administration and Data Server, which contains a copy of the configuration information contained in the Logger. 

UCCE/PCCE ICM Components Processes - Peripheral Gateway (PG)

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 contacts such as calls, email, or web.

UCCE/PCCE ICM Components Processes - Logger

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 a Call router. Therefore, we have Router A and Logger A, Router B and Logger B, and so on. These database servers are our SQL database servers providing storage for configuration and real-time information.

UCCE/PCCE ICM Components Processes - Call Router

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 processes. To know which log to collect, you have to understand the roles of the processes on every ICM components. These skills will greatly enhance your understanding of the Cisco Unified CCE solution and will aid in troubleshooting simple problems. We will start from the main component of course - and it is the ICM Call Router. 

Soure Port 5060 on Cisco CUBE for your SIP trunk connection to an ITSP

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 did not respond to this request in any way, and no response messages were received from it.

Of course, the first thing to do in such a situation is to check which transport layer protocol (TCP or UDP) is configured on the gateway. However, in this case, the ITSP requested SIP messages to be sent with UDP transport, but Cisco gateways by default send all SIP messages with UDP, i.e. this was not the cause of the problem (you can control it with debug ccsip messages command). After talking with the provider's engineer, it was found out that they expect communication to the SIP gateway with the Destination Port = 5060, but they would also like to see Source Port as 5060 as well.

Collecting logs for UCCE. Method 1 - Diagnostic Framework Portico

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 so-called Diagnostic Framework Portico.

"The "value" attribute of the tag must contain a valid decimal or integer number" error in the CVP VXML Server

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 VXML Server suddenly stopped updating when the changes were made. He tried to delete the script and re-deploy it, but the script simply could not be activated anymore. 

Redirect on No Answer (RONA) in UCCX

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 the operator leaves his desk and does not put his Agent Desktop in the Not Ready state. In this case, another call may come to his Agent Desktop, but since the operator does not answer, his Agent Desktop switches to the Not Ready state after the no-response timeout, and the call itself must be returned back to the queue. This scenario is called Redirect on No Answer or RONA.

Cisco Unified Contact Center Express Advanced (UCCXA) Course

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.

How to access Agent Chat transcripts in Cisco UCCX

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 will talk about one of them.