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

Tue Aug 27 15:46:49 EDT 2013

Asking a basic question here: but it sounds like you have parallel systems
(5x and 7x), and are you connecting to the UCCX 7x with a CAD 7x client,
and not an older CAD 5x client?

Also, I don't think you have said what exactly your InnoTrust Action is
doing, or the type of Action that it is.  E.g., It is a Macro Action that
is sending keystrokes to Excel.

The first thing I would do is determine if the problem was with CAD firing
the event.  I would do that by creating a new Work Flow group from scratch,
create a new Voice Contact workflow for Answered, skip the rule, create the
Action for Agent Notification (this is a simple Action and requires no
external apps to work), and finally assign a test Agent to the new Work
Flow group in CDA Web Administration.  If you cannot even get that simple
of a solution working, then your problem is either with the upgrade, or
with your workstations.  You could try to reinstall the client, or
re-perform the upgrade.  Do you know how to turn up debug level tracing in
CAD?  If so, feel free to capture the logs upon Answering a call, to see
what the logs say.

Lastly, whether this ends up being the problem or not, I would say just
remove your rule (<NA> List) as it's doing nothing positive and only
serving up confusion.

I hope that's all helpful information.  And I didn't mean to take over for
Ryan, it just seemed like he was busy and I saw an opportunity to ask a few
questions.  I look forward to your response.

On Tue, Aug 27, 2013 at 1:01 PM, Grace Maximuangu <
Grace.Maximuangu at blackbox.com> wrote:

> So after unchecking the “Enable Condition”****
>
> Fired up CAD and placed a test call we ran into the same screen pop
> issues, and the data field****
>
> it did not populate any of the data in the data field and there was no
> screen pop, it did not error out either.****
>
> It’s obvious that 7x seems to be expecting a different variable, than what
> is passed, and which is causing the account number not to be recognized.
> How do we proceed then?****
>
> Any other ideas?  We can’t proceed with the upgrade if we don’t have a
> resolution to this issue****
>
> ** **
>
> ** **
>
> :-:gm****
>
> ** **
>
> Grace Maximuangu****
>
> Voice Solutions Engineer****
>
> *Black Box Network Services*
>
> Cell: 213.268.6342****
>
> grace.maximuangu at blackbox.com****
>
> www.blackbox.com ****
>
> ** **
>
> [image: bbox logo.JPG]****
>
> ** **
>
> *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> 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****
>
>  ****
>
> ****
>
>  ****
>
> :-:gm****
>
>  ****
>
> Grace Maximuangu****
>
> Voice Solutions Engineer****
>
> *Black Box Network Services*****
>
> Cell: 213.268.6342****
>
> grace.maximuangu at blackbox.com****
>
> www.blackbox.com ****
>
>  ****
>
> [image: bbox logo.JPG]****
>
>  ****
>
> *From:* 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****
>
>
> *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> wrote:****
>
>  ****
>
> >>Goto>>>Voice Contact Workflow****
>
> >>Select Event >>>Answered****
>
> >>Rules of Event>>>Screen Pop****
>
> >>Action of Rule>>>Innotrust****
>
> ****
>
>  ****
>
> >>>Edit Rule Conditions>>>****
>
> ****
>
>  ****
>
> :-:gm****
>
>  ****
>
> Grace Maximuangu****
>
> Voice Solutions Engineer****
>
> *Black Box Network Services*****
>
> Cell: 213.268.6342****
>
> grace.maximuangu at blackbox.com****
>
> www.blackbox.com ****
>
>  ****
>
> [image: bbox logo.JPG]****
>
>  ****
>
> *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****
>
> Hours: M – F 9:00am – 5:00pm****
>
>  ****
>
> *From: *Grace Maximuangu <Grace.Maximuangu at BlackBox.com>
> *Date: *Monday, August 19, 2013 4:14 PM
> *To: *"cisco-voip at puck.nether.net" <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*****
>
> [image: bbox logo.JPG]****
>
>  ****
>
>  ****
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