[cisco-voip] cisco-voip Digest, Vol 143, Issue 4
Jeesh Thomas Abraham
jabraham at GTRI.com
Fri Sep 11 19:57:03 EDT 2015
Sent from my Verizon Wireless 4G LTE smartphone
-------- Original message --------
From: cisco-voip-request at puck.nether.net
Date: 9/4/2015 10:01 AM (GMT-07:00)
To: cisco-voip at puck.nether.net
Subject: cisco-voip Digest, Vol 143, Issue 4
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Today's Topics:
1. Re: UCCX accountnumber column in Informix database
(Damisch, Kevin)
2. CUIC/UCCX 10.6 Report Scheduler message (Ed Leatherman)
3. Agents Selectively Answer Queues (Matthew Loraditch)
4. Re: Agents Selectively Answer Queues (Brian Meade)
5. Re: Agents Selectively Answer Queues (Matthew Loraditch)
6. Re: Agents Selectively Answer Queues (Brian Meade)
7. Re: Agents Selectively Answer Queues (Bill Talley)
8. Re: Agents Selectively Answer Queues (Ed Leatherman)
9. Re: Agents Selectively Answer Queues (Tanner Ezell)
10. Error when SSHing into CUCM 10.5 (Jonathan Charles)
11. Re: Error when SSHing into CUCM 10.5 (Ryan Huff)
12. Re: Error when SSHing into CUCM 10.5 (Ryan Huff)
13. Re: Error when SSHing into CUCM 10.5 (Jonathan Charles)
14. Re: Error when SSHing into CUCM 10.5 (Jonathan Charles)
15. Re: Agents Selectively Answer Queues (Matthew Loraditch)
16. Re: Error when SSHing into CUCM 10.5 (Ryan Huff)
----------------------------------------------------------------------
Message: 1
Date: Thu, 3 Sep 2015 16:16:54 +0000
From: "Damisch, Kevin" <Kevin.Damisch at oneneck.com>
To: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] UCCX accountnumber column in Informix
database
Message-ID:
<ab7a7136fd364c609d7bb8cbfeee8eda at ONEEXG002AAB.corp.oneneck.com>
Content-Type: text/plain; charset="us-ascii"
Pulling up an old thread that we never got resolved. I can replicate this issue every time and stumped TAC a while back as they were unable to replicate this and wasn't matching any bugs. We were on UCCX 8.5(1)SU3, recently upgraded to 10.6(1), but still have this issue. The normal script is too complicated to explain, so I created a simple script to test with, shown here:
[cid:image001.png at 01D0E638.0E615040]
After any call, the expectation is that both Custom Variable 10 and the AccountNumber custom variables will be populated with 1111222233334444.
So, I run this command:
run uccx sql db_cra select startdatetime,customvariable10,accountnumber from ContactCallDetail where startdatetime > '2015-09-02 00:00:00' and callednumber = '5745'
If I hang up before being *connected* to an agent (such as before the Select Resource step or while sitting in the queued branch), the Custom Variable 10 and AccountNumber custom variables are both correctly populated. Here is the output from the SQL command:
STARTDATETIME CUSTOMVARIABLE10 ACCOUNTNUMBER
2015-09-03 14:52:48.32 1111222233334444 1111222233334444
And the MIVR logs showing this:
-1806643255: Sep 03 09:52:59.473 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820086, sessionSeqNr: 0, sessionID: 139001083928, nodeID: 1
-1806643253: Sep 03 09:52:59.473 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _ccdrVar10:1111222233334444
-1806643252: Sep 03 09:52:59.473 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr
-1806642821: Sep 03 09:53:00.511 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820086, sessionSeqNr: 0, sessionID: 139001083928, nodeID: 1
-1806642820: Sep 03 09:53:00.511 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _accountNumber:1111222233334444
-1806642819: Sep 03 09:53:00.511 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr
-1806635795: Sep 03 09:53:11.196 CDT %MIVR-CRA_HRDM-7-UNK:writeCCDRToDatabase : CCDR: sessionID=139001083928, sessionSeqNum=0, nodeID=1, contactID=35820086, contactType=3, contactDisposition=1, dispositionReason=, profileID=1, originatorType=2, originatorID=-1, originatorDN=5743, destinationType=2, destinationID=-1, destinationDN=3924, startDateTime=java.util.GregorianCalendar[time=1441291968320,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,useDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,YEAR=2015,MONTH=8,WEEK_OF_YEAR=36,WEEK_OF_MONTH=1,DAY_OF_MONTH=3,DAY_OF_YEAR=246,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=1,AM_PM=1,HOUR=2,HOUR_OF_DAY=14,MINUTE=52,SECOND=48,MILLISECOND=320,ZONE_OFFSET=0,DST_OFFSET=0], endDateTime=java.util.GregorianCalendar[time=1441291986192,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,us
eDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,YEAR=2015,MONTH=8,WEEK_OF_YEAR=36,WEEK_OF_MONTH=1,DAY_OF_MONTH=3,DAY_OF_YEAR=246,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=1,AM_PM=1,HOUR=2,HOUR_OF_DAY=14,MINUTE=53,SECOND=6,MILLISECOND=192,ZONE_OFFSET=0,DST_OFFSET=0], gmtOffset=-300, connectTime=17, calledNumber=5745, origCalledNumber=5745, transfer=false, conference=false, redirect=false, flowout=false, transformedEv=false, applicationTaskID=36002129626, applicationID=1, applicationName=WebServicesTest, customVariable1=, customVariable2=, customVariable3=, customVariable4=, customVariable5=, customVariable6=, customVariable7=, customVariable8=, customVariable9=, customVariable10=1111222233334444, accountNumber=1111222233334444, callerEnteredDigits=, campaignID=-1dialingListID=-1, OrigProtocolCallRef=000000000022923602BCB63D00000000, DestProtocolCallRef=
Here is where the issue comes into play. If the caller goes through the select resource step and is connected to an agent, then I see that Custom Variable 10 is populated correctly, but for some reason, the AccountNumber custom variable is blank. Here is the output from the SQL command:
STARTDATETIME CUSTOMVARIABLE10 ACCOUNTNUMBER
2015-09-03 14:54:07.35 1111222233334444 <<<< Note that the account number is blank
Here are the MIVR logs for this call:
-1806589110: Sep 03 09:54:17.379 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820135, sessionSeqNr: 0, sessionID: 139001083952, nodeID: 1
-1806589109: Sep 03 09:54:17.379 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _ccdrVar10:1111222233334444
-1806589108: Sep 03 09:54:17.379 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr
-1806588232: Sep 03 09:54:18.447 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820135, sessionSeqNr: 0, sessionID: 139001083952, nodeID: 1
-1806588231: Sep 03 09:54:18.447 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _accountNumber:1111222233334444
-1806588230: Sep 03 09:54:18.447 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr
*Something* is telling it to set the accountNumber value to be blank here, which I didn't have on the previous call where I hung up before being connected to an agent.
-1806478389: Sep 03 09:57:06.002 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820135, sessionSeqNr: 0, sessionID: 139001083952, nodeID: 1
-1806478388: Sep 03 09:57:06.002 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _accountNumber:
-1806478386: Sep 03 09:57:06.002 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr
-1806478293: Sep 03 09:57:06.862 CDT %MIVR-CRA_HRDM-7-UNK:writeCCDRToDatabase : CCDR: sessionID=139001083952, sessionSeqNum=0, nodeID=1, contactID=35820135, contactType=3, contactDisposition=2, dispositionReason=, profileID=1, originatorType=2, originatorID=-1, originatorDN=5743, destinationType=2, destinationID=-1, destinationDN=3710, startDateTime=java.util.GregorianCalendar[time=1441292047353,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,useDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,YEAR=2015,MONTH=8,WEEK_OF_YEAR=36,WEEK_OF_MONTH=1,DAY_OF_MONTH=3,DAY_OF_YEAR=246,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=1,AM_PM=1,HOUR=2,HOUR_OF_DAY=14,MINUTE=54,SECOND=7,MILLISECOND=353,ZONE_OFFSET=0,DST_OFFSET=0], endDateTime=java.util.GregorianCalendar[time=1441292224091,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,use
Daylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,YEAR=2015,MONTH=8,WEEK_OF_YEAR=36,WEEK_OF_MONTH=1,DAY_OF_MONTH=3,DAY_OF_YEAR=246,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=1,AM_PM=1,HOUR=2,HOUR_OF_DAY=14,MINUTE=57,SECOND=4,MILLISECOND=91,ZONE_OFFSET=0,DST_OFFSET=0], gmtOffset=-300, connectTime=176, calledNumber=5745, origCalledNumber=5745, transfer=false, conference=false, redirect=false, flowout=false, transformedEv=false, applicationTaskID=36002129653, applicationID=1, applicationName=WebServicesTest, customVariable1=, customVariable2=, customVariable3=, customVariable4=, customVariable5=, customVariable6=, customVariable7=, customVariable8=, customVariable9=, customVariable10=1111222233334444, accountNumber=, callerEnteredDigits=, campaignID=-1dialingListID=-1, OrigProtocolCallRef=000000000022926702BCB6EF00000000, DestProtocolCallRef=
We are already using custom variables 1 to 10 for other things and those are always populated correctly, and those 10 variables plus the account number variable all show up in CAD since we pass those down to the agents. In this example, I just wanted to show that accountNumber gets blanked out for some reason, yet custom variable 10 stays populated as it should. If anyone has a suggestion, I'd appreciate it. It still seems like a bug to me, but TAC couldn't replicate it.
Thanks,
Kevin
From: Damisch, Kevin
Sent: Friday, May 02, 2014 2:39 PM
To: Damisch, Kevin <Kevin.Damisch at oneneck.com>; cisco-voip at puck.nether.net
Subject: RE: UCCX accountnumber column in Informix database
I went a step further and set the Set Enterprise Info step to populate the customvariable10 and accountnumber variables both with the strAccountNumber value. Attached are sanitized screenshots of a test script I just made to replicate the issue in its simplest form, but get the same results. I have strAccountNumber == 1111111111111111 in the reactive debug and watched it step through Selected, Set Enterprise Call Info, Connected, and Goto END steps. I talked to the agent who answered and verified they saw 1111111111111111 in both customervariable10 and accountnumber fields within CAD. So, my question is how can CAD see it in both fields, yet the database doesn't show it in the accountnumber field? If you look at the SQLResults screenshot, you can see that it does populate CustomVariable10, but accountnumber is blank. Again, all other custom variables get populated correctly with no issues. The accountnumber column is the only one that is blank, and its only when the call ends
up going to an agent.
I have all 10 custom variables used up with other things, so I can't just move this value into one of those, which is why I'm trying to use the accountnumber custom variable to store, you know, the account number.
Thanks!
Kevin
From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Damisch, Kevin
Sent: Friday, May 02, 2014 1:53 PM
To: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: [cisco-voip] UCCX accountnumber column in Informix database
I have a UCCX 8.5(1)SU3 deployment where we set values in custom variables 1 to 10 (actually Call.PeripheralVariable1 to 10) and also Call.AccountNumber via the Set Enterprise Info step. Whether we check the values by setting up a linked server or by creating a db connection to the Informix database, we can see variables 1 to 10 and the accountnumber columns populated correctly in the contactcalldetail table. Everything gets written to the database correctly when the call is ended while navigating the IVR or if they are in the queued branch of the select resource step. If the caller ends up talking to an agent, the accountnumber column in the Informix database is empty for that record. Even more strange, the accountnumber value still gets passed down to CAD and the agent sees it just fine, yet it isn't in the accountnumber column in the database.
Here is the SQL command I use to pull the values from the UCCX database:
Select sessionid, startdatetime,enddatetime, applicationname, originatordn, origcallednumber, destinationdn, destinationtype, contactdisposition, customvariable1,customvariable2, customvariable3,customvariable4,customvariable5,
customvariable6, customvariable7, customvariable8, customvariable9, customvariable10, accountnumber
from contactcalldetail ccd
where startdatetime >= '2014-05-01 00:00:00'
This sounds like a TAC case, but wanted to see if anyone on this list has seen this before. And, does anyone know what xdebugging level needs checked to see the Set Enterprise Info steps in the MIVR logs?
Thanks!
Kevin
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Message: 2
Date: Thu, 3 Sep 2015 12:30:47 -0400
From: Ed Leatherman <ealeatherman at gmail.com>
To: Cisco VOIP <cisco-voip at puck.nether.net>
Subject: [cisco-voip] CUIC/UCCX 10.6 Report Scheduler message
Message-ID:
<CAFC4dsqgDazUAL2rYx6mJ0teiW9-VwTkTRbGK16yA_Y4cpAsHA at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
Hello
I'm having some reports of CUIC not allowing scheduled reports to be
changed or added for a long time. I'm still trying to reproduce the issue
myself, but I have a reports user that keeps getting "Scheduler is
currently being updated" for long periods of time. I haven't been able to
find a bug related to this one, I'm curious if anyone else has seen this
type of thing
UCCX 10.6(1)
Thanks!
Ed
--
Ed Leatherman
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Message: 3
Date: Thu, 3 Sep 2015 17:05:55 +0000
From: Matthew Loraditch <MLoraditch at heliontechnologies.com>
To: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: [cisco-voip] Agents Selectively Answer Queues
Message-ID:
<C75AF2AD9308C246AFBDDB994E3E29834760E627 at PHANES.helion.local>
Content-Type: text/plain; charset="us-ascii"
We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I've never had this scenario before, but my only thought so far was secondary logins that will have both Tier 1 and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.
Am I missing any options here?
Matthew G. Loraditch - CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518
Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>
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Message: 4
Date: Thu, 3 Sep 2015 13:20:07 -0400
From: Brian Meade <bmeade90 at vt.edu>
To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Message-ID:
<CAGcuYh1Yc6MGJmwnvwwXpaDpqWar8JKwoN7SqD6Zc6wzq43YSg at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1
skill? That will allow the calls to roll over automatically if everyone in
Tier1 is not ready.
On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:
> We have tier 2 agents. Generally we want them to only answer their calls,
> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve
> never had this scenario before, but my only thought so far was secondary
> logins that will have both Tier 1 and Tier 2 skills. We do not want to
> queue the calls to another queue when thresholds are met nor do we want
> managers hot-adding skills.
>
>
>
> Am I missing any options here?
>
>
>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
> <https://twitter.com/HelionTech> | LinkedIn
> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> |
> G+ <https://plus.google.com/+Heliontechnologies/posts>
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
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Message: 5
Date: Thu, 3 Sep 2015 17:25:54 +0000
From: Matthew Loraditch <MLoraditch at heliontechnologies.com>
To: Brian Meade <bmeade90 at vt.edu>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Message-ID:
<C75AF2AD9308C246AFBDDB994E3E29834760E719 at PHANES.helion.local>
Content-Type: text/plain; charset="utf-8"
We only want them to get Tier 1 calls when the managers decide for them to.
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518
Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>
From: bmeade90 at gmail.com [mailto:bmeade90 at gmail.com] On Behalf Of Brian Meade
Sent: Thursday, September 3, 2015 1:20 PM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1 skill? That will allow the calls to roll over automatically if everyone in Tier1 is not ready.
On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:
We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve never had this scenario before, but my only thought so far was secondary logins that will have both Tier 1 and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.
Am I missing any options here?
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518<tel:443.541.1518>
Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>
_______________________________________________
cisco-voip mailing list
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https://puck.nether.net/mailman/listinfo/cisco-voip
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Message: 6
Date: Thu, 3 Sep 2015 13:31:50 -0400
From: Brian Meade <bmeade90 at vt.edu>
To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Message-ID:
<CAGcuYh3wCDywcb143L_QF3BykR=meKDPtUaBdfr5bjAFrragWw at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
You could have it read the CSQ name from a DB or XML file to allow changing
the CSQ to one with both sets of agents when needed. Then you just need a
web front end for the managers to use.
On Thu, Sep 3, 2015 at 1:25 PM, Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:
> We only want them to get Tier 1 calls when the managers decide for them to.
>
>
>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
> <https://twitter.com/HelionTech> | LinkedIn
> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> |
> G+ <https://plus.google.com/+Heliontechnologies/posts>
>
>
>
> *From:* bmeade90 at gmail.com [mailto:bmeade90 at gmail.com] *On Behalf Of *Brian
> Meade
> *Sent:* Thursday, September 3, 2015 1:20 PM
> *To:* Matthew Loraditch <MLoraditch at heliontechnologies.com>
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] Agents Selectively Answer Queues
>
>
>
> Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1
> skill? That will allow the calls to roll over automatically if everyone in
> Tier1 is not ready.
>
>
>
> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <
> MLoraditch at heliontechnologies.com> wrote:
>
> We have tier 2 agents. Generally we want them to only answer their calls,
> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve
> never had this scenario before, but my only thought so far was secondary
> logins that will have both Tier 1 and Tier 2 skills. We do not want to
> queue the calls to another queue when thresholds are met nor do we want
> managers hot-adding skills.
>
>
>
> Am I missing any options here?
>
>
>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
> <https://twitter.com/HelionTech> | LinkedIn
> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> |
> G+ <https://plus.google.com/+Heliontechnologies/posts>
>
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
>
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Message: 7
Date: Thu, 3 Sep 2015 12:33:51 -0500
From: Bill Talley <btalley at gmail.com>
To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Cc: Brian Meade <bmeade90 at vt.edu>, "cisco-voip at puck.nether.net"
<cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Message-ID: <4FFC1C28-4CBA-45A1-879A-76FE166BA867 at gmail.com>
Content-Type: text/plain; charset="utf-8"
Add the escalation queue and create a script parameter or XML file that is evaluated to determine if the escalation queue is active or not and escalate the call accordingly. The manager can activate it or deactivate it through an IVR app or ip phone service?
Sent from an Apple iOS device with very tiny touchscreen input keys. Please excude my typtos.
> On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com> wrote:
>
> We only want them to get Tier 1 calls when the managers decide for them to.
>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook | Twitter | LinkedIn | G+
>
> From: bmeade90 at gmail.com [mailto:bmeade90 at gmail.com] On Behalf Of Brian Meade
> Sent: Thursday, September 3, 2015 1:20 PM
> To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
> Cc: cisco-voip at puck.nether.net
> Subject: Re: [cisco-voip] Agents Selectively Answer Queues
>
> Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1 skill? That will allow the calls to roll over automatically if everyone in Tier1 is not ready.
>
> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com> wrote:
> We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve never had this scenario before, but my only thought so far was secondary logins that will have both Tier 1 and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.
>
> Am I missing any options here?
>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook | Twitter | LinkedIn | G+
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
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Message: 8
Date: Thu, 3 Sep 2015 13:55:54 -0400
From: Ed Leatherman <ealeatherman at gmail.com>
To: Bill Talley <btalley at gmail.com>
Cc: Matthew Loraditch <MLoraditch at heliontechnologies.com>,
"cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Message-ID:
<CAFC4dsr2Dna_wdVxbMP4GWcmOZ-0yRNo+6iC-_C1GP+hGuPw7A at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
I was just reading a bit about the UCCX API in 10.5 - would it be possible
to have a script that periodically monitors Tier 1 queue and if certain CSQ
stat reaches a threshold it modifies the minimum skill on the CSQ such that
T2 folks start getting calls? Just throwing other ideas to see what sticks,
I've never used the API before :)
On Thu, Sep 3, 2015 at 1:33 PM, Bill Talley <btalley at gmail.com> wrote:
> Add the escalation queue and create a script parameter or XML file that is
> evaluated to determine if the escalation queue is active or not and
> escalate the call accordingly. The manager can activate it or deactivate
> it through an IVR app or ip phone service?
>
> Sent from an Apple iOS device with very tiny touchscreen input keys.
> Please excude my typtos.
>
> On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <
> MLoraditch at heliontechnologies.com> wrote:
>
> We only want them to get Tier 1 calls when the managers decide for them to.
>
>
>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
> <https://twitter.com/HelionTech> | LinkedIn
> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> |
> G+ <https://plus.google.com/+Heliontechnologies/posts>
>
>
>
> *From:* bmeade90 at gmail.com [mailto:bmeade90 at gmail.com <bmeade90 at gmail.com>]
> *On Behalf Of *Brian Meade
> *Sent:* Thursday, September 3, 2015 1:20 PM
> *To:* Matthew Loraditch <MLoraditch at heliontechnologies.com>
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] Agents Selectively Answer Queues
>
>
>
> Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1
> skill? That will allow the calls to roll over automatically if everyone in
> Tier1 is not ready.
>
>
>
> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <
> MLoraditch at heliontechnologies.com> wrote:
>
> We have tier 2 agents. Generally we want them to only answer their calls,
> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve
> never had this scenario before, but my only thought so far was secondary
> logins that will have both Tier 1 and Tier 2 skills. We do not want to
> queue the calls to another queue when thresholds are met nor do we want
> managers hot-adding skills.
>
>
>
> Am I missing any options here?
>
>
>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
> <https://twitter.com/HelionTech> | LinkedIn
> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> |
> G+ <https://plus.google.com/+Heliontechnologies/posts>
>
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
--
Ed Leatherman
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Message: 9
Date: Thu, 3 Sep 2015 11:23:00 -0700
From: Tanner Ezell <tanner.ezell at gmail.com>
To: Ed Leatherman <ealeatherman at gmail.com>
Cc: Bill Talley <btalley at gmail.com>, "cisco-voip at puck.nether.net"
<cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Message-ID:
<CADsErBbGG6g1eEqcJfisevjOb+dA2izNR6o1a7OH0nweqp2gqA at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
You certainly could use the API to automatically adjust skills but then
you'd have to write an application around that which is probably outside of
most peoples' capabilities. If re-skilling is the way you want to go you
could certainly leverage something like our reselling software (screenshots
follows, integrates into Jabber or can be used as a standalone web
application):
But that may not be the best solution for your users (re-skilling is manual
and available only to supervisors). If the problem is just that
periodically the queue gets too overwhelming I'd recommend overflow queuing
based on a threshold (such as position or current wait duration, note: not
expected wait duration). If there are more than $x number of callers in
queue or the amount of time spent waiting exceeds $x amount of time queue
to a secondary queue. This would be automatic and require no manual
involvement. You could even go so far as to enable the ability to turn on
or off this kind of functionality. Otherwise if the manual option is the
preferred way to go something like our software above (supported on UCCX
9.0SU3 and later) or using the appadmin interface may be the way to go.
HTH
Regards,
Tanner Ezell
On Thu, Sep 3, 2015 at 10:55 AM, Ed Leatherman <ealeatherman at gmail.com>
wrote:
> I was just reading a bit about the UCCX API in 10.5 - would it be possible
> to have a script that periodically monitors Tier 1 queue and if certain CSQ
> stat reaches a threshold it modifies the minimum skill on the CSQ such that
> T2 folks start getting calls? Just throwing other ideas to see what sticks,
> I've never used the API before :)
>
> On Thu, Sep 3, 2015 at 1:33 PM, Bill Talley <btalley at gmail.com> wrote:
>
>> Add the escalation queue and create a script parameter or XML file that
>> is evaluated to determine if the escalation queue is active or not and
>> escalate the call accordingly. The manager can activate it or deactivate
>> it through an IVR app or ip phone service?
>>
>> Sent from an Apple iOS device with very tiny touchscreen input keys.
>> Please excude my typtos.
>>
>> On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <
>> MLoraditch at heliontechnologies.com> wrote:
>>
>> We only want them to get Tier 1 calls when the managers decide for them
>> to.
>>
>>
>>
>> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
>> Network Engineer
>> Direct Voice: 443.541.1518
>>
>> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
>> <https://twitter.com/HelionTech> | LinkedIn
>> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home>
>> | G+ <https://plus.google.com/+Heliontechnologies/posts>
>>
>>
>>
>> *From:* bmeade90 at gmail.com [mailto:bmeade90 at gmail.com
>> <bmeade90 at gmail.com>] *On Behalf Of *Brian Meade
>> *Sent:* Thursday, September 3, 2015 1:20 PM
>> *To:* Matthew Loraditch <MLoraditch at heliontechnologies.com>
>> *Cc:* cisco-voip at puck.nether.net
>> *Subject:* Re: [cisco-voip] Agents Selectively Answer Queues
>>
>>
>>
>> Can you just do Most Skilled routing and give the Tier2 guys a lower
>> Tier1 skill? That will allow the calls to roll over automatically if
>> everyone in Tier1 is not ready.
>>
>>
>>
>> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <
>> MLoraditch at heliontechnologies.com> wrote:
>>
>> We have tier 2 agents. Generally we want them to only answer their calls,
>> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve
>> never had this scenario before, but my only thought so far was secondary
>> logins that will have both Tier 1 and Tier 2 skills. We do not want to
>> queue the calls to another queue when thresholds are met nor do we want
>> managers hot-adding skills.
>>
>>
>>
>> Am I missing any options here?
>>
>>
>>
>> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
>> Network Engineer
>> Direct Voice: 443.541.1518
>>
>> Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter
>> <https://twitter.com/HelionTech> | LinkedIn
>> <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home>
>> | G+ <https://plus.google.com/+Heliontechnologies/posts>
>>
>>
>>
>>
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
>>
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
>
>
> --
> Ed Leatherman
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
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Message: 10
Date: Thu, 3 Sep 2015 13:34:21 -0500
From: Jonathan Charles <jonvoip at gmail.com>
To: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: [cisco-voip] Error when SSHing into CUCM 10.5
Message-ID:
<CAPLPVZisaV5BbKotibJ1E27_mXSxOKvYLRTZa=O7rbZtMHFVCg at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
Unable to get valid context for administrator
Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33
Had a failed patch from 10.5.2.11900 to 12901... switched back and
everything appears to work, but can't SSH into the host.
Google is devoid of results...
Jonathan
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Message: 11
Date: Thu, 3 Sep 2015 14:45:55 -0400
From: Ryan Huff <ryanhuff at outlook.com>
To: Jonathan Charles <jonvoip at gmail.com>, "cisco-voip at puck.nether.net"
<cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
Message-ID: <COL130-W19BB92DA543FCDBD5CE631C5680 at phx.gbl>
Content-Type: text/plain; charset="iso-8859-1"
So this is less a CUCM error as it is actually an issue with RedHat (OS). Basically, your platform administrator account is roached (doesn't have the right permissions) and when you try to log in -SELinux is spanking you.
When you installed the patch, did you install with out a switch-version or with a switch-version? When it failed; di you reboot the cluster after the failure? Was this the publisher that is failed on?
Thanks,
Ryan
Date: Thu, 3 Sep 2015 13:34:21 -0500
From: jonvoip at gmail.com
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Error when SSHing into CUCM 10.5
Unable to get valid context for administrator
Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33
Had a failed patch from 10.5.2.11900 to 12901... switched back and everything appears to work, but can't SSH into the host.
Google is devoid of results...
Jonathan
_______________________________________________
cisco-voip mailing list
cisco-voip at puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
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Message: 12
Date: Thu, 3 Sep 2015 15:02:17 -0400
From: Ryan Huff <ryanhuff at outlook.com>
To: Jonathan Charles <jonvoip at gmail.com>, "cisco-voip at puck.nether.net"
<cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
Message-ID: <COL130-W10D20C2E91F471D95F8270C5680 at phx.gbl>
Content-Type: text/plain; charset="iso-8859-1"
Also, if you are able to login into OS Administration (GUI) with the platform administrator account, but just can't SSH then you may be missing the /etc/selinux/targeted/contexts/users/sshout_u file. If you can get into the root account (had it previously enabled before the failed patch), you can create the sshout_u file and base it off of etc/selinux/targeted/contexts/users/guest_u
You may have to recover the OS though, if you can't get into root. I'd raise a TAC case and let them do it if it is a production system.
*** DISCLAIMER ***
I am not endorsing or recommending you to do anything I have described in this message. This is for educational purposes only.
From: ryanhuff at outlook.com
To: jonvoip at gmail.com; cisco-voip at puck.nether.net
Date: Thu, 3 Sep 2015 14:45:55 -0400
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
So this is less a CUCM error as it is actually an issue with RedHat (OS). Basically, your platform administrator account is roached (doesn't have the right permissions) and when you try to log in -SELinux is spanking you.
When you installed the patch, did you install with out a switch-version or with a switch-version? When it failed; di you reboot the cluster after the failure? Was this the publisher that is failed on?
Thanks,
Ryan
Date: Thu, 3 Sep 2015 13:34:21 -0500
From: jonvoip at gmail.com
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Error when SSHing into CUCM 10.5
Unable to get valid context for administrator
Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33
Had a failed patch from 10.5.2.11900 to 12901... switched back and everything appears to work, but can't SSH into the host.
Google is devoid of results...
Jonathan
_______________________________________________
cisco-voip mailing list
cisco-voip at puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
_______________________________________________
cisco-voip mailing list
cisco-voip at puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
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Message: 13
Date: Thu, 3 Sep 2015 14:42:03 -0500
From: Jonathan Charles <jonvoip at gmail.com>
To: Ryan Huff <ryanhuff at outlook.com>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
Message-ID:
<CAPLPVZg9QWXX6WBwky8KF35kLaGDJnTiGR-vCRDdtbJ7SObM_Q at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
I did do the patch with a switch-version... when the box came up it cranked
Java errors and locked out the CLI (you would enter one command and it
would crash...)
I booted off of the rescue CD and switched versions back, the server came
up and worked fine... except for this...
Jonathan
On Thu, Sep 3, 2015 at 1:45 PM, Ryan Huff <ryanhuff at outlook.com> wrote:
> So this is less a CUCM error as it is actually an issue with RedHat (OS).
> Basically, your platform administrator account is roached (doesn't have the
> right permissions) and when you try to log in -SELinux is spanking you.
>
> When you installed the patch, did you install with out a switch-version or
> with a switch-version? When it failed; di you reboot the cluster after the
> failure? Was this the publisher that is failed on?
>
> Thanks,
>
> Ryan
>
>
> ------------------------------
> Date: Thu, 3 Sep 2015 13:34:21 -0500
> From: jonvoip at gmail.com
> To: cisco-voip at puck.nether.net
> Subject: [cisco-voip] Error when SSHing into CUCM 10.5
>
>
> Unable to get valid context for administrator
> Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33
>
> Had a failed patch from 10.5.2.11900 to 12901... switched back and
> everything appears to work, but can't SSH into the host.
>
> Google is devoid of results...
>
>
>
> Jonathan
>
>
> _______________________________________________ cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
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Message: 14
Date: Thu, 3 Sep 2015 14:43:38 -0500
From: Jonathan Charles <jonvoip at gmail.com>
To: Ryan Huff <ryanhuff at outlook.com>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
Message-ID:
<CAPLPVZjUaNf4mmBXZAJzFtVy_17wDMnOvJ-WQ41SuxMwu5s1=A at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
I am able to login to the OS Admin page with that account... so I should be
able to make a remote support account and get tac to fix this...
Thanks!
Jonathan
On Thu, Sep 3, 2015 at 2:02 PM, Ryan Huff <ryanhuff at outlook.com> wrote:
> Also, if you are able to login into OS Administration (GUI) with the
> platform administrator account, but just can't SSH then you may be missing
> the */etc/selinux/targeted/contexts/users/sshout_u* file. If you can get
> into the root account (had it previously enabled before the failed patch),
> you can create the sshout_u file and base it off of
> *etc/selinux/targeted/contexts/users/guest_u*
>
> You may have to recover the OS though, if you can't get into root. I'd
> raise a TAC case and let them do it if it is a production system.
>
> *** DISCLAIMER ***
>
> I am not endorsing or recommending you to do anything I have described in
> this message. This is for educational purposes only.
>
> ------------------------------
> From: ryanhuff at outlook.com
> To: jonvoip at gmail.com; cisco-voip at puck.nether.net
> Date: Thu, 3 Sep 2015 14:45:55 -0400
> Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
>
>
> So this is less a CUCM error as it is actually an issue with RedHat (OS).
> Basically, your platform administrator account is roached (doesn't have the
> right permissions) and when you try to log in -SELinux is spanking you.
>
> When you installed the patch, did you install with out a switch-version or
> with a switch-version? When it failed; di you reboot the cluster after the
> failure? Was this the publisher that is failed on?
>
> Thanks,
>
> Ryan
>
>
> ------------------------------
> Date: Thu, 3 Sep 2015 13:34:21 -0500
> From: jonvoip at gmail.com
> To: cisco-voip at puck.nether.net
> Subject: [cisco-voip] Error when SSHing into CUCM 10.5
>
> Unable to get valid context for administrator
> Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33
>
> Had a failed patch from 10.5.2.11900 to 12901... switched back and
> everything appears to work, but can't SSH into the host.
>
> Google is devoid of results...
>
>
>
> Jonathan
>
>
> _______________________________________________ cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
> _______________________________________________ cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
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Message: 15
Date: Fri, 4 Sep 2015 12:45:32 +0000
From: Matthew Loraditch <MLoraditch at heliontechnologies.com>
To: Tanner Ezell <tanner.ezell at gmail.com>, Ed Leatherman
<ealeatherman at gmail.com>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Message-ID:
<C75AF2AD9308C246AFBDDB994E3E298347610856 at PHANES.helion.local>
Content-Type: text/plain; charset="utf-8"
Thanks everyone for all the ideas. API is definitely out of my ballpark but an idea to have my programmer look into..
We don?t want stuff going into other queues, so it seems my option is the only one that will work. Inelegant as it may be..
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518
Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>
From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Tanner Ezell
Sent: Thursday, September 3, 2015 2:23 PM
To: Ed Leatherman <ealeatherman at gmail.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
You certainly could use the API to automatically adjust skills but then you'd have to write an application around that which is probably outside of most peoples' capabilities. If re-skilling is the way you want to go you could certainly leverage something like our reselling software (screenshots follows, integrates into Jabber or can be used as a standalone web application):
[cid:image001.png at 01D0E6EE.0EC7E290]
But that may not be the best solution for your users (re-skilling is manual and available only to supervisors). If the problem is just that periodically the queue gets too overwhelming I'd recommend overflow queuing based on a threshold (such as position or current wait duration, note: not expected wait duration). If there are more than $x number of callers in queue or the amount of time spent waiting exceeds $x amount of time queue to a secondary queue. This would be automatic and require no manual involvement. You could even go so far as to enable the ability to turn on or off this kind of functionality. Otherwise if the manual option is the preferred way to go something like our software above (supported on UCCX 9.0SU3 and later) or using the appadmin interface may be the way to go.
HTH
Regards,
Tanner Ezell
On Thu, Sep 3, 2015 at 10:55 AM, Ed Leatherman <ealeatherman at gmail.com<mailto:ealeatherman at gmail.com>> wrote:
I was just reading a bit about the UCCX API in 10.5 - would it be possible to have a script that periodically monitors Tier 1 queue and if certain CSQ stat reaches a threshold it modifies the minimum skill on the CSQ such that T2 folks start getting calls? Just throwing other ideas to see what sticks, I've never used the API before :)
On Thu, Sep 3, 2015 at 1:33 PM, Bill Talley <btalley at gmail.com<mailto:btalley at gmail.com>> wrote:
Add the escalation queue and create a script parameter or XML file that is evaluated to determine if the escalation queue is active or not and escalate the call accordingly. The manager can activate it or deactivate it through an IVR app or ip phone service?
Sent from an Apple iOS device with very tiny touchscreen input keys. Please excude my typtos.
On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:
We only want them to get Tier 1 calls when the managers decide for them to.
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518<tel:443.541.1518>
Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>
From: bmeade90 at gmail.com<mailto:bmeade90 at gmail.com> [mailto:bmeade90 at gmail.com] On Behalf Of Brian Meade
Sent: Thursday, September 3, 2015 1:20 PM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>>
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues
Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1 skill? That will allow the calls to roll over automatically if everyone in Tier1 is not ready.
On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:
We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve never had this scenario before, but my only thought so far was secondary logins that will have both Tier 1 and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.
Am I missing any options here?
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518<tel:443.541.1518>
Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>
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Message: 16
Date: Fri, 4 Sep 2015 11:44:27 -0400
From: Ryan Huff <ryanhuff at outlook.com>
To: Jonathan Charles <jonvoip at gmail.com>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
Message-ID: <COL130-W297B91EADAAA809EE3DC60C5570 at phx.gbl>
Content-Type: text/plain; charset="iso-8859-1"
Jonathan, were you able to get traction on this with TAC? Curious to see how it was resolved (if it was yet).
Thanks,
Ryan
Date: Thu, 3 Sep 2015 14:43:38 -0500
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
From: jonvoip at gmail.com
To: ryanhuff at outlook.com
CC: cisco-voip at puck.nether.net
I am able to login to the OS Admin page with that account... so I should be able to make a remote support account and get tac to fix this...
Thanks!
Jonathan
On Thu, Sep 3, 2015 at 2:02 PM, Ryan Huff <ryanhuff at outlook.com> wrote:
Also, if you are able to login into OS Administration (GUI) with the platform administrator account, but just can't SSH then you may be missing the /etc/selinux/targeted/contexts/users/sshout_u file. If you can get into the root account (had it previously enabled before the failed patch), you can create the sshout_u file and base it off of etc/selinux/targeted/contexts/users/guest_u
You may have to recover the OS though, if you can't get into root. I'd raise a TAC case and let them do it if it is a production system.
*** DISCLAIMER ***
I am not endorsing or recommending you to do anything I have described in this message. This is for educational purposes only.
From: ryanhuff at outlook.com
To: jonvoip at gmail.com; cisco-voip at puck.nether.net
Date: Thu, 3 Sep 2015 14:45:55 -0400
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5
So this is less a CUCM error as it is actually an issue with RedHat (OS). Basically, your platform administrator account is roached (doesn't have the right permissions) and when you try to log in -SELinux is spanking you.
When you installed the patch, did you install with out a switch-version or with a switch-version? When it failed; di you reboot the cluster after the failure? Was this the publisher that is failed on?
Thanks,
Ryan
Date: Thu, 3 Sep 2015 13:34:21 -0500
From: jonvoip at gmail.com
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Error when SSHing into CUCM 10.5
Unable to get valid context for administrator
Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33
Had a failed patch from 10.5.2.11900 to 12901... switched back and everything appears to work, but can't SSH into the host.
Google is devoid of results...
Jonathan
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