[cisco-voip] IPPA doesn't get custom layout data while ringing after upgrade to ccx 8.5

[Ryan LaFountain (rlafount)]

Hi Ed,

Make sure that the phone can reach the authentication URL. It must authenticate the telecaster user when is receives an XSI push to the phone. I would pull the phone console logs to be sure. Also, make sure web access is enabled on the phone. I think this may have been defaulted to off between 7.x and 8.x CUCM.

You can send me the Browser and IP Phone Agent logs and traces for a failed call at TRACE level and the MIVR logs. Just note the time of the call and the agent ID/extension and the ANI.

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: Ed Leatherman <ealeatherman at gmail.com<mailto:ealeatherman at gmail.com>>
Date: Monday, January 21, 2013 12:13 PM
To: Cisco VOIP <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: [cisco-voip] IPPA doesn't get custom layout data while ringing after upgrade to ccx 8.5

Anyone run into a problem with IP Phone agent after upgrading to UCCX 8.5?

We just upgraded from 7.0 to 8.5.

We had one of our call centers configured to display the custom layout data so the agent could see which CSQ the call came from. Worked fine in v7.

Now the data is still getting to the phone after the call begins but the agent has to push cdata  a softkey to see it. So I believe the layout is configured correctly and in the script correctly, it just no longer pops when the phone is ringing.

It seems like it could be a permissions issue where UCCX can't pop the data to the phone anymore. I checked that telecaster was still associated to the phones, and also looked in desktop admin to see if the telecaster user was still specified. I explicitly set the password for that account to be sure but haven't yet restarted the CAD services (will do that tonight after they close).

Curious if anyone else had run into this problem before.

--
Ed Leatherman
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