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?

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.

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!

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.

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.

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.

Checking the status of component processes in UCCE 9.0

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 evaluate how a particular process was working, to see the exchange of events and messages, which facilitated troubleshooting.

However, since version 8.5, Cisco has abandoned this - the processes are no longer displayed in the taskbar. Now how to see the status of running UCCE processes?

A sample prompt recording script for UCCX

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 can record audio messages and save them directly to the repository using the UCCX / IP IVR itself, i.e. with the help of a script. The user calls to the application, and then the application  plays the instructions for recording. The user pronounces the required phrase, it is recorded and placed in the repository. This post describes how to make such a script for prompt recording.

Problem with recording agent conversations on UCCX 9.0

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 agent desktops did not work. At the same time, monitoring of the agent line worked perfectly!!! In this post I will describe the symptoms of the problem and its solution.

CUCM SIP-trunk to ITSP (via CUBE) basic configuration

Good day,

Many of my readers and students are very interested in the topic of how to connect their CUCM to IP telephony service provider via SIP-trunk. This topic is very relevant, as more and more providers offer SIP services and connections, in addition to traditional E1 or BRI lines. This post will discuss the basic settings for SIP-trunks (i.e. without DTMF, fax settings, transfers, etc.).