[cisco-voip] [EXTERNAL] Re: UCCX 11.6 Real Time Port Usage

Fri Jul 10 18:59:03 EDT 2020

The challenge was only to indicate which ports were in use, but I thought
it'd be more fun to also include details about the caller, or application
information. All data is pretty much available (we could list what queues
they're in if we wanted to), just a matter of what information is valuable.

Imagine a dashboard that fired off when a counter variable exceeded a
certain value within a running script; VIP caller is identified by an ECC
variable while in queue and is manually handled by an agent or supervisor
(cherry pick); Imagine troubleshooting a callers actual call flow,
replaying their experience step by step, seeing variable values change with
each ste; Code coverage testing, automated application testing.. lots of
fun stuff we can do.

On Fri, Jul 10, 2020 at 3:34 PM Bill Talley <btalley at gmail.com> wrote:

> Getting data is easy, getting the right data, not so easy....
>
> Sent from an iPhone mobile device with very tiny touchscreen input keys.
> Please excude my typtos.
>
> On Jul 10, 2020, at 5:21 PM, Tanner Ezell <tanner.ezell at gmail.com> wrote:
>
> 
> Getting data is easy, giving you presentation is a bit more challenging...
> (sanitized)
>
>  "1103010": {
>     "state": "In Service",
>     "ccgId": "6"
>   },
>   "1103011": {
>     "state": "In Service",
>     "contactDetails": {
>       "callingNumber": "removed",
>       "calledNumber": "removed",
>       "originalDialedNumber": "null",
>       "arrivalType": "2",
>       "CLID": "null",
>       "DNIS": "null",
>       "lastRedirectedNumber": "null",
>       "eccDataMap": {
>         "SCRIPTCFG": "null",
>         "ACCOUNT_NUMBER": "null",
>         "CALLVAR9": "null",
>         "ANI": "null",
>         "CALLER_ENTERED_DIGITS": "null",
>         "SCRIPTID": "null",
>         "CALLVAR7": "null",
>         "CALLVAR8": "null",
>         "CALLVAR5": "null",
>         "CALLVAR6": "null",
>         "CALLVAR10": "null",
>         "CALLVAR3": "null",
>         "WRAPUP_DATA": "null",
>         "CALLVAR4": "null",
>         "CALLVAR1": "null",
>         "CALLVAR2": "null"
>       },
>       "ANIIIDIGITS": "null",
>       "RDNIS": "null",
>       "ANI": "null",
>       "originalCalledNumber": "removed",
>       "origProtocolCallRef": "0000000000355E9B065D6C2A00000000",
>       "destProtocolCallRef": "null",
>       "CED": "null",
>       "dialedNumber": "removed"
>     },
>     "scriptVarsMap": {
>       "sAgents": {
>         "name": "sAgents",
>         "value": "\"2286854\"",
>         "type": "java.lang.String"
>       },
>       "pTerminalMenu": {
>         "name": "pTerminalMenu",
>         "value": "P[6886/688601.wav]",
>         "type": "com.cisco.prompt.Playable"
>       },
>       "svoicemail": {
>         "name": "svoicemail",
>         "value": "\"2286856\"",
>         "type": "java.lang.String"
>       }
>     },
>     "ccgId": "6"
>   },
> [CLIPPED]
> and if you're wondering, yes, those are real-time insights into the script
> variables and caller ECC. I could tell you the step they're currently on..
> ;)
>
> It's too bad there isn't a market for these tools, lots of fun stuff we
> can do.
>
> On Fri, Jul 10, 2020 at 1:42 PM Bill Talley <btalley at gmail.com> wrote:
>
>> I ran some tests, and as Anthony suggested, there is no data returned
>> which indicates anything beyond the registration status of a device.   🤷‍♂️
>>
>> Sent from an iPhone mobile device with very tiny touchscreen input keys.
>> Please excude my typtos.
>>
>> On Jul 10, 2020, at 2:56 PM, JASON BURWELL via cisco-voip <
>> cisco-voip at puck.nether.net> wrote:
>>
>> 
>>
>> Thank you for all the responses! Been a busy day so late getting back.
>>
>>
>>
>> I was able to see the data I needed in historical format by running the
>> licensing report shown in the thread Anthony posted. Very high level but
>> gives the overall numbers. I wish there was a way to monitor this real time
>> and in detail without having to do a lot of custom work which, unless I
>> missed something, sounds like what would need to happen.
>>
>>
>>
>> RTMT does show CTI ports but only shows IN/OUT of service status, not
>> what the port is actually doing. I’ve long wondered when a refresh was
>> coming to RTMT with more functionality as it feels a bit outdated and seems
>> like its been essentially unchanged as far back as I can remember. Although
>> maybe the newer versions have improvements I am not aware of?
>>
>>
>>
>> Jason
>>
>>
>>
>>
>>
>> *From:* cisco-voip <cisco-voip-bounces at puck.nether.net> *On Behalf Of *Anthony
>> Holloway
>> *Sent:* Friday, July 10, 2020 2:03 PM
>> *To:* Tanner Ezell <tanner.ezell at gmail.com>
>> *Cc:* Charles Goldsmith <w at woka.us>; cisco-voip at puck.nether.net
>> *Subject:* Re: [cisco-voip] [EXTERNAL] Re: UCCX 11.6 Real Time Port Usage
>>
>>
>>
>> Looks like this has been asked and answered in the past:
>>
>>
>>
>>
>> https://community.cisco.com/t5/contact-center/cucm-uccx-how-monitoring-cti-ports/td-p/2328292
>> <https://urldefense.proofpoint.com/v2/url?u=https-3A__community.cisco.com_t5_contact-2Dcenter_cucm-2Duccx-2Dhow-2Dmonitoring-2Dcti-2Dports_td-2Dp_2328292&d=DwMFaQ&c=CrVsPA4meZ6vEtstSPLQqC5izq21_OrN_h8zxKzEuwc&r=cxTKAF4Iaor9PiEwHMcKcEgAJ-ObtwqWBXjTvqngqNk&m=AuUVwggfF1Gx1OoXF5cZeJc7sWQKhqsQDWdew4aUZqU&s=-wGoowBX4CRP0UqCU1n5Ewyor1xyF_ik4JowJwnA6Mk&e=>
>>
>>
>>
>> The two people responding seem familiar to me, but I can't quite put my
>> finger on who they are.
>>
>>
>>
>> On Fri, Jul 10, 2020 at 11:55 AM Tanner Ezell <tanner.ezell at gmail.com>
>> wrote:
>>
>> <image001.gif>
>>
>> I'll see what I can do.
>>
>>
>>
>> On Fri, Jul 10, 2020 at 9:45 AM UC Penguin <gentoo at ucpenguin.com> wrote:
>>
>> It’s been a long time since I’ve used uccx as uccx.  Is the option for
>> real time reporting present under the Tools menu? (It is when licensed as
>> IP IVR)
>>
>>
>>
>> It requires Java and is finicky, but does report.
>>
>>
>>
>> In CCE instead I just look at the usage on the AW and dump that in AW Db
>> and graph it with Grafana.
>>
>>
>>
>> On Jul 10, 2020, at 10:58, JASON BURWELL via cisco-voip <
>> cisco-voip at puck.nether.net> wrote:
>>
>> 
>>
>> Sorry, been tied us this morning. Just looking for real time usage data
>> of the 300 UCCX Ports we are licensed for. Thanks!
>>
>>
>>
>>
>>
>> *From:* Tanner Ezell <tanner.ezell at gmail.com>
>> *Sent:* Friday, July 10, 2020 9:41 AM
>> *To:* Charles Goldsmith <w at woka.us>
>> *Cc:* Anthony Holloway <avholloway+cisco-voip at gmail.com>; JASON BURWELL <
>> JASON.BURWELL at foundersfcu.com>; cisco-voip at puck.nether.net
>> *Subject:* [EXTERNAL] Re: [cisco-voip] UCCX 11.6 Real Time Port Usage
>>
>>
>>
>> *CAUTION: This email originated outside of Founders Federal Credit Union.
>> Do not click links or open attachments unless you recognize the sender and
>> know the content is safe.*
>> * ------------------------------ *
>>
>> What information do you need?
>>
>>
>>
>> On Thu, Jul 9, 2020 at 8:13 PM Charles Goldsmith <w at woka.us> wrote:
>>
>> You can simply put Tanner in the To: field, old school I know, but it
>> still works :)
>>
>>
>>
>> On Thu, Jul 9, 2020 at 4:46 PM Anthony Holloway <
>> avholloway+cisco-voip at gmail.com> wrote:
>>
>> That's nothing I've ever heard of.  I'd imagine you could use the CTI API
>> <https://urldefense.proofpoint.com/v2/url?u=https-3A__developer.cisco.com_docs_contact-2Dcenter-2Dexpress_-23-21cti-2Dprotocol-2Doverview&d=DwMFaQ&c=CrVsPA4meZ6vEtstSPLQqC5izq21_OrN_h8zxKzEuwc&r=cxTKAF4Iaor9PiEwHMcKcEgAJ-ObtwqWBXjTvqngqNk&m=ggEpNPUJr1NlfZE1JKM7Cpap2ANTeuhAzqnEstabxds&s=CqzbG56fWHXUL9xOmsT2xuUbjmhpuDpxsKj3g6vGXug&e=>,
>> but not the Admin API.
>>
>>
>>
>> This isn't a REST based API though, and it is relatively harder to
>> implement and work with though.  My man Tanner at CTI Logic should be able
>> to help.  Yo Tanner! Where you at?  Ok, so one PRO for chat rooms are
>> mentions.  Email needs mentions.
>>
>> The CTI Protocol:
>>
>>
>>
>>    - Is a TCP/IP socket based message protocol
>>    - Allows clients to send and receive information/events about:
>>
>>
>>    - Current system configuration and future updates.
>>       - Agents and their states
>>       - Calls and their states
>>       - *Statistics for agents, calls, and queues on a real-time basis*
>>       - Third-party call control
>>       - Device snapshots
>>
>>
>>    - Provides support for two client modes for connecting with Unified
>>    CCX:
>>
>>
>>    - Bridge mode clients receive all agent-state and call events for all
>>       logged in agents in the system.
>>       - Agent mode clients only receives messages related to the agent.
>>
>>
>>    - Has version control
>>
>>
>>
>> On Thu, Jul 9, 2020 at 4:07 PM JASON BURWELL via cisco-voip <
>> cisco-voip at puck.nether.net> wrote:
>>
>> Is there any way to see real time CTI port usage with UCCX Admin API? I
>> did a quick search and it looks like it’s a supported function but having
>> trouble finding the correct name to use.
>>
>>
>>
>> Thanks
>>
>> Jason
>>
>>
>>
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>>
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