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

Tue Aug 27 11:39:04 EDT 2013

Hahahahaha…Tks will do!

:-: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: avholloway at gmail.com [mailto:avholloway at gmail.com] On Behalf Of Anthony Holloway
Sent: Tuesday, August 27, 2013 8:23 AM
To: Grace Maximuangu
Cc: Ryan LaFountain (rlafount); cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working

Grace,
It's hard to say without digging into the CAD log files; however, at the most basic level, there could have been a defect in CDA for UCCX 5x which was fixed either in, or along the way to, UCCX 7x, and now it's affecting your implementation.  This wouldn't be the first time an upgrade to UCCX has broken a customer's environment.  Write Document step anyone?
I look forward to the results of disabling the rule all together.  Good luck.

On Tue, Aug 27, 2013 at 9:55 AM, Grace Maximuangu <Grace.Maximuangu at blackbox.com<mailto:Grace.Maximuangu at blackbox.com>> wrote:
Anthony, Ryan,
The interesting thing I found out is that “rule to check for an Account Number which IS NOT in a list, where the list is <NA>”
That is exactly how it is working in CCX 5.0, in the existing production environment.
Is there a feature in 7.0.2 that probably is not accepting these values as they are working fine in the previous version. I know the GUI’s look different between the versions.
Perhaps it would help if you guys can explain why these values need to be configured differently or are handled differently in 5x and the new 7x.
See Screenshot for Existing 5.0 environment, and that is working fine with no issues

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:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342<tel: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: avholloway at gmail.com<mailto:avholloway at gmail.com> [mailto:avholloway at gmail.com<mailto:avholloway at gmail.com>] On Behalf Of Anthony Holloway

Sent: Monday, August 26, 2013 10:59 AM
To: Grace Maximuangu
Cc: Ryan LaFountain (rlafount); cisco-voip at puck.nether.net<mailto: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,

I have been watching your request to see if I could offer any assistance.  Today I see your screenshots, so thank you for that.  What is the logic behind having a rule to check for an Account Number which IS NOT in a list, where the list is <NA>?  Wouldn't just having no rule at all be more efficient and easier to understand?  Perhaps it is this rule that is preventing your action from happening.  Can you uncheck the "Enable Rule" checkbox to see if it will fire?

On Fri, Aug 23, 2013 at 3:12 PM, Grace Maximuangu <Grace.Maximuangu at blackbox.com<mailto:Grace.Maximuangu at blackbox.com>> wrote:

>>Goto>>>Voice Contact Workflow
>>Select Event >>>Answered
>>Rules of Event>>>Screen Pop
>>Action of Rule>>>Innotrust
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>>>Edit Rule Conditions>>>
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:-:gm

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

[cid:image003.jpg at 01CEA300.E3055CB0]

From: Ryan LaFountain (rlafount) [mailto:rlafount at cisco.com<mailto:rlafount at cisco.com>]
Sent: Tuesday, August 20, 2013 7:36 AM
To: Grace Maximuangu; cisco-voip at puck.nether.net<mailto: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<tel:%2B1%20919%20392%209898>
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
[cid:image003.jpg at 01CEA300.E3055CB0]

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