Tuesday, July 29, 2014

How to configure Call monitoring for UCCX

Hi Guys!

UCCX is a great contact center. The supervisor desktop, which I always dismissed as not being that good, actually has some great new features that we will cover off later. For now I am going to talk about how to configure UCCX Call monitoring.


Call monitoring allows you to listen in on an agents conversation, it plays through your PC speakers. The call does NOT have to be an ACD calls because it basically works via SPAN.

The way it works is that the agent software sends the RTP stream to the supervisors PC, it does this because the phone has "SPAN to PC" option configured.

This is found under the phone itself:


Next, you simply select an recording server for the user. This is found under the Desktop administration drop box in the corner of UCCX (top right hand corner)


On the side menu, expand out multiline, monitoring and recording and select VoIP monitoring device

We are done! Setup is ready to go, you will need to relogin to the agent and supervsior and don't forget to reset the phone.


From here you simply go to the supervisor desktop, highlight the user and click "voice monitor"
That's it! Easy as that




Friday, July 25, 2014

Retrieve MOH files

http://www.netcraftsmen.net/blogs/entry/retrieving-music-on-hold-moh-files-from-cucm.html


Procedure
  1. Connect (using SSH) to the CUCM node that has the MoH audio server role or the publisher node.
  2. To list the music files use the command: file list activelog mohprep.
  3. You will see a list of MoH files in various formats (ulaw, alaw, g729, etc.). Identify the file(s) you would like to download.
  4. Retrieve the file using the command: file get activelog mohprep/
    1. You can use specific filename: e.g. mohprep/mymohfile.ulaw.wav
    2. You can use a mask: e.g. mohprep/*.ulaw.wav

Thursday, July 24, 2014

Disabling specific log messages on the ASA to help troubleshoot

The ASA logging gives you lots of great info but it tends to have loads of info coming up all at once. I tend to do a trick where I know the IP address I am looking for, so I constantly type:

show log | inc

then I try and generate the traffic and capture the entry in the log.

However, someone else has a great way to disable specific logs

http://tekcert.com/blog/2014/07/23/how-disable-useless-logs-cisco-asa?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+Tekcert+%28tekcert.com%29


Great stuff!

Wednesday, July 16, 2014

Good looking CDR reporting tool for CUCM

Hi Guys


I just saw this CDR reporting tool for CUCM and it actually looks really good
http://www.isi-info.com/solutions/call-accounting-and-reporting/infortel-select

Also please find below a really good Erlang B calculator for working out trunk sizes
http://www.cas.mcmaster.ca/~qiao/publications/erlang/newerlang.html

Sunday, July 13, 2014

Mini UCS is finally here

Mini UCS is finally here, it has been long rumoured but has finally arrived. Data sheet does a better job of explaining it than me


http://www.cisco.com/c/en/us/products/collateral/servers-unified-computing/ucs-6300-series-fabric-interconnects/datasheet-c78-732207.html


Tuesday, July 8, 2014

JTAPI Testing

Hi Guys

Super useful app is available from cisco to test JTAPI and make sure that your JTAPI setup username/password etc is 100 percent correct. It's available here:

https://developer.cisco.com/site/collaboration/call-control/jtapi/documentation/index.gsp

Monday, July 7, 2014

(Random collection) Random collection of bugs I uncovered during an upgrade from 8.5 to 10.5

- WORKFLOW does not get copied over with a DRS (no reason codes etc)
- Bug with headsets and 79XX handsets means transfers will not work correctly
- ITL will have issues  (show itl in the console)
-  watch out for JTAPI IPv6 issues causing problems with RMCM logging in
- there is an issue when doing UCCX switch version from 8.5 to 10.5
(shared memory on UCS server look for bug with that mentioned)
- CUIC login fails
- database sync has failed when going from SU3 to SU4 for 8.5

Cisco Workflow for Cisco Agent Desktop (CAD) does not get copied during DRS restore or upgrade with UCCX

Hi Guys

as per the post title, Cisco Workflow information does not get copied across with a DRS restore or a UCCX Upgrade, totally crap so be careful when your doing a UCCX upgrade

Hit this bug during a UCCX upgrade from 8.5 to 10.5


https://tools.cisco.com/bugsearch/bug/CSCtz07348

Basically you need to be sure when using JTAPI that your common device phone profile does not have IPv6 Addressing enabled, otherwise JTAPI will try and use IPv6 by default. This can cause error messages such as:

"Login failed due to a configuration error. Please ask your system administrator to associate your phone with the RM JTAPI Provider user ID according to the instructions in the administrators guide"


Another thing that can cause this issue is extension mobility, so if your sure your phone is associated to the user etc, check your common device profile for IPv6 addressing mode as well as checking for Extension mobility

Full shoutout to Amy Engineer Blog

Great Blog!

http://amyengineer.com