[cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working

[Grace Maximuangu]

Hey Ryan,
I know I am still working on the screen shots, did you take a look at what I sent, I am wondering if this is going to turn into some development work or what is the workaround to getting this issue resolved.
Please advice
Tks

:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342
grace.maximuangu at blackbox.com<mailto:grace.maximuangu at blackbox.com>
www.blackbox.com<http://www.blackbox.com/>

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From: Ryan LaFountain (rlafount) [mailto:rlafount at cisco.com]
Sent: Tuesday, August 20, 2013 7:36 AM
To: Grace Maximuangu; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working

Hi Grace,

This sounds like two issues here. The first is that the workflow configuration went missing during the upgrade to 7.0(2). There have been a couple of issues around this, some known like those listed on page 27 in the link below and some unknown where we've never been able to get to the bottom of why workflow information wasn't retained after the upgrade.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad702ccxig-cm.pdf

The second issue seems to be that even after you've recreated the workflow, the screen pop doesn't work. Can you describe or send screenshots of what the workflow configuration is and what the agent is experiencing when it 'does not work'?

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Email: rlafount at cisco.com<mailto:rlafount at cisco.com>
Hours: M - F 9:00am - 5:00pm

From: Grace Maximuangu <Grace.Maximuangu at BlackBox.com<mailto:Grace.Maximuangu at BlackBox.com>>
Date: Monday, August 19, 2013 4:14 PM
To: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working

Please advice, the after the upgrade, workflows had to be manually added, but Screen Pop does not work, I just saw a post on Cisco UCCX forum, please has anyone ran into the issue and how did this get resolved. And any references on how to solve this issue would be highly appreciated


CAD is only capable of passing enterprise data to another application. It cannot perform database lookups on its own. Your options are:

1)    If it is browser-based, you can execute an HTTP POST or GET within the integrated browser.

2)    If the application will accept it, you can pass an IPC call (Inter-Process Communication) to it. This is a formatted UDP packet that CAD would send, typically on a loopback address, to a port the other application is listening on.

3)    If the action can be repeated with a consistent series of key strokes, you can call a macro to replay that key sequence, effectively paste the data into the correct field, and execute the search.



You can use the Cisco Desktop Administrator User Guide for CAD 6.6 for Unified CM<http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf> as documentation on how to setup workflows within CAD.



You will need to use Enterprise Data to pass the caller ID information (or anything else you want CAD to get). This has been covered on the forum many times. Here is one example to get you started:https://supportforums.cisco.com/message/1047577#1047577

Please see the post from Cisco forum

:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
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