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 of service for a contact center. The algorithm is usually as follows: a customer calls into the contact center, the operator answers. After the conversation ends and the operator is disconnected, the client is invited to answer a few survey questions and provide his feedback.
Let's see now how to configure this functionality in the Cisco Unified Contact Center Enterprise, which is using Cisco Cutomer Voice Portal as IVR (VRU).
Saturday, August 27, 2016
Saturday, July 25, 2015
UCCE & CVP: Send To VRU Problem in ICM scripts
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 this node does not process correctly, and the caller hears either busy tone, or the system error message.
Friday, May 29, 2015
How to Make a Bootable DVD for Installing Cisco UC Products
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 is not recommended by the vendor. Therefore, it is suitable only for installations of products for the purpose of familiarization or training, but not for real projects.
http://htluo.blogspot.com/2010/04/how-to-make-non-bootable-iso-image.html
IMPORTANT! This method is not recommended by the vendor. Therefore, it is suitable only for installations of products for the purpose of familiarization or training, but not for real projects.
Tuesday, April 28, 2015
UCCX 10.5 Client Configuration Tool Error
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 Configuration Tool stopped.
The solution is here. This problem was caused by Java. As far as our PCs update their Java all the time, they had the newest Java, of course. In order to solve the issue we uninstalled current Java on this PC first, then Java version 1.7 Update51 was installed. Super! Now our Client Configuration Tool was executed without any errors, and we could run CAD installation then.
Hope my advise will help you, if you face this problem in your UCCX.
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 Configuration Tool stopped.
The solution is here. This problem was caused by Java. As far as our PCs update their Java all the time, they had the newest Java, of course. In order to solve the issue we uninstalled current Java on this PC first, then Java version 1.7 Update51 was installed. Super! Now our Client Configuration Tool was executed without any errors, and we could run CAD installation then.
Hope my advise will help you, if you face this problem in your UCCX.
Sunday, March 1, 2015
Calling Number on Agent's Phone Display (UCCX)
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; but the agent's IP phone shows the number of IVR-port. After the agent answers, the phone shows the right CLID, ie the number of the caller. Strange? Indeed! Is it possible to change this behavior and to see the right CLID on both CAD and the IP Phone before agent's answer?
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; but the agent's IP phone shows the number of IVR-port. After the agent answers, the phone shows the right CLID, ie the number of the caller. Strange? Indeed! Is it possible to change this behavior and to see the right CLID on both CAD and the IP Phone before agent's answer?
Friday, February 27, 2015
Ringback Tone Instead of MOH When Making Call to an Agent (UCCX)
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, and therefore the caller is put on hold (it is done by CUCM). That's why the caller hears Music On Hold (MOH), that is natural. But very often customers do not like it, and they want to hear a ringback tone instead of MOH. How to play a ringback tone during the call to the agent will be discussed in this post.
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, and therefore the caller is put on hold (it is done by CUCM). That's why the caller hears Music On Hold (MOH), that is natural. But very often customers do not like it, and they want to hear a ringback tone instead of MOH. How to play a ringback tone during the call to the agent will be discussed in this post.
Thursday, June 12, 2014
Dropping Conference in CUCME When Initiator Disconnects
Hello all!
This post is a response to a question from a student of my recent CVOICE course. The question was as follows - how to drop a hardware Conference in CUCME when initiator of the Conference is leaving the session.
The solution is easy. In ephone or ephone-template configuration just add a command conference drop-mode. Its syntax is:
conference drop-mode [creator | local]
Parameter creator means Conference is stopped when initiator leaves it. Parameter local says Conference is stopped when the last internal CUCME's phone disconnects from the session (ie prevents a situation where the conference are used by external subscribers only).
An example of configuration is here:
HQ-1(config)# ephone 1
HQ-1(config-ephone)# conference drop-mode creator
Wish all of you a nice day!
This post is a response to a question from a student of my recent CVOICE course. The question was as follows - how to drop a hardware Conference in CUCME when initiator of the Conference is leaving the session.
The solution is easy. In ephone or ephone-template configuration just add a command conference drop-mode. Its syntax is:
conference drop-mode [creator | local]
Parameter creator means Conference is stopped when initiator leaves it. Parameter local says Conference is stopped when the last internal CUCME's phone disconnects from the session (ie prevents a situation where the conference are used by external subscribers only).
An example of configuration is here:
HQ-1(config)# ephone 1
HQ-1(config-ephone)# conference drop-mode creator
Sunday, January 19, 2014
Presence for Сall Manager Express
Hi folks,
Today we are talking about how to set up Presence feature on the CUCME (Call Manager Express). Presence allows a user (watcher) to monitor the real-time status of another user at a directory number or SIP URI from the device of the watcher. Before making a call, one can visually see whether the other party is busy or whether it is free. Viewing the status of the DN can be configured for speed-dial buttons (Speed Dials) or for call lists (Placed Calls, Missed Calls, Personal and Corporate Directories). Moreover, you can also view subsriber's status of the remote PBX. It is possible if you have a trunk with SIP signaling between those PBXs.
Today we are talking about how to set up Presence feature on the CUCME (Call Manager Express). Presence allows a user (watcher) to monitor the real-time status of another user at a directory number or SIP URI from the device of the watcher. Before making a call, one can visually see whether the other party is busy or whether it is free. Viewing the status of the DN can be configured for speed-dial buttons (Speed Dials) or for call lists (Placed Calls, Missed Calls, Personal and Corporate Directories). Moreover, you can also view subsriber's status of the remote PBX. It is possible if you have a trunk with SIP signaling between those PBXs.
Saturday, July 27, 2013
Profile Photos for CUPC / Jabber
Good afternoon,In my newpost, I want to talk about how to add user avatars (profile photos) for CUPC or Jabber centrally. Using these communicators becomes much more interesting and more convenient if we visually see a photo of our contact. But not everyone knows how to make avatars to be displayed on your device. This is what we will talk about in the next few minutes.
Thursday, June 6, 2013
CUCM Call Routing Based on Calling Number
Good day,
Today's post will focus on the subject, which have been increasingly interested in by my students and blog readers. We will talk about how to route the call in CUCM depending on the calling number. This problem arises, typically, in situations where you want to block incoming calls from certain numbers, or, vise versa, to allow incoming calls only from certain numbers and all other call must be denied. Consider, for example, that the second task, ie, let's deny all incoming calls, except calls from certain numbers.
Today's post will focus on the subject, which have been increasingly interested in by my students and blog readers. We will talk about how to route the call in CUCM depending on the calling number. This problem arises, typically, in situations where you want to block incoming calls from certain numbers, or, vise versa, to allow incoming calls only from certain numbers and all other call must be denied. Consider, for example, that the second task, ie, let's deny all incoming calls, except calls from certain numbers.
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