Cisco Unified Intelligence Center and CVP Reporting Server Integration Example

Greetings to everyone! I decided to write this post as a small addition to the Cisco DUIC course. This course discusses Cisco Unified Intelligence Center (CUIC), which provides reports for Cisco contact center products. The course describes the integration of CUIC and UCCE quite well, but there is a very small amount of information about how to configure CUIC for CVP reports. Let's discuss it now.

SSL Issue (CVP OAMP to Call Server Connection)

Recently, one of our customers complained to us about the "unusual" problem from his point of view, which he met in the Cisco Voice Portal (CVP). When he tried to save changes for the Call Server configuration, the Web Management Console (OAMP) returned the following error:

Call Server device with IP Address: <x.x.x.x> and Hostname: <server1> operation failed. Device could not be reached because of a failure in negotiating security certificates. Please refer to documentation for configuring security before trying the operation again.

CredSSP Encryption Oracle Remediation error when using RDP

When working with Cisco UCCE and its components, you often need to remotely connect to one or another system component via Remote Desktop Protocol (RDP). Sometimes the RDP session is not established, and the CredSSP Encryption Oracle Remediation error is issued. Let's see how it can be fixed.

SIP Dialer doesn't make outbound calls (UCCE)

When setting up the Outbound Option for UCCE, you often have to deal with the situation when SIP Dialer does not make outbound calls in agent-based campaigns, although all the settings seem to have been done correctly. Of course, the reasons for such behavior of the Dialer can be completely different, because the deployment of this function is quite complicated. In this article, let's look at one of these reasons, which is related to SIP PING.

Post Call Survey (UCCE+CVP), part 2

Good morning,

Let's continue the conversation about Post Call Survey feature, which was begun in the first part. It is time to discuss the VXML-application, which, in fact, plays all survey questions, as well as saves the responses received from the client. As usual, here are screenshots and, of course, I will give  necessary explanations to them.

Post Call Survey (UCCE+CVP), part 1

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).

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.

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.

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.

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?