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

Anthony Holloway avholloway+cisco-voip at gmail.com
Fri Jul 10 19:33:22 EDT 2020 

I'm confused.  Is the CTI API returning the JSON data?  I would have
guessed not.  Which means, you wrote an app that is sitting in the middle?

On Fri, Jul 10, 2020 at 6:19 PM Tanner Ezell <tanner.ezell at gmail.com> wrote:

> Oh, in the response there is a snippet of generated JSON. The key name is
> the CTI Port dn number (could change this to device name, or include both
> in response), the presence of contactDetails key indicates the port is
> in-use but you're right, it might have been more clear to include a
> specific field indicating in-use.
>
> On Fri, Jul 10, 2020 at 4:15 PM Bill Talley <btalley at gmail.com> wrote:
>
>> Maybe I’m overlooking something.   Where in that data is the original
>> challenge fulfilled, at least without performing multiple queries to
>> determine the parameter from every active call?
>>
>> Sent from an iPhone mobile device with very tiny touchscreen input keys.
>> Please excude my typtos.
>>
>> On Jul 10, 2020, at 5:59 PM, Tanner Ezell <tanner.ezell at gmail.com> wrote:
>>
>> 
>> 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
>>>>
>>>>
>>>>
>>>> _______________________________________________
>>>> cisco-voip mailing list
>>>> cisco-voip at puck.nether.net
>>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>> <https://urldefense.proofpoint.com/v2/url?u=https-3A__puck.nether.net_mailman_listinfo_cisco-2Dvoip&d=DwMFaQ&c=CrVsPA4meZ6vEtstSPLQqC5izq21_OrN_h8zxKzEuwc&r=cxTKAF4Iaor9PiEwHMcKcEgAJ-ObtwqWBXjTvqngqNk&m=ggEpNPUJr1NlfZE1JKM7Cpap2ANTeuhAzqnEstabxds&s=i4KxNblP8jrAxdHAIhmf0fJtwROUs2LVZWX68Qs7rFQ&e=>
>>>>
>>>> _______________________________________________
>>>> cisco-voip mailing list
>>>> cisco-voip at puck.nether.net
>>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>> <https://urldefense.proofpoint.com/v2/url?u=https-3A__puck.nether.net_mailman_listinfo_cisco-2Dvoip&d=DwMFaQ&c=CrVsPA4meZ6vEtstSPLQqC5izq21_OrN_h8zxKzEuwc&r=cxTKAF4Iaor9PiEwHMcKcEgAJ-ObtwqWBXjTvqngqNk&m=ggEpNPUJr1NlfZE1JKM7Cpap2ANTeuhAzqnEstabxds&s=i4KxNblP8jrAxdHAIhmf0fJtwROUs2LVZWX68Qs7rFQ&e=>
>>>>
>>>> _______________________________________________
>>>> cisco-voip mailing list
>>>> cisco-voip at puck.nether.net
>>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>> <https://urldefense.proofpoint.com/v2/url?u=https-3A__puck.nether.net_mailman_listinfo_cisco-2Dvoip&d=DwMFaQ&c=CrVsPA4meZ6vEtstSPLQqC5izq21_OrN_h8zxKzEuwc&r=cxTKAF4Iaor9PiEwHMcKcEgAJ-ObtwqWBXjTvqngqNk&m=AuUVwggfF1Gx1OoXF5cZeJc7sWQKhqsQDWdew4aUZqU&s=X8X-hmdXLtp8ezIhdeUQGj2Vrdg9p9y9j5OJBEgAqEo&e=>
>>>>
>>>> _______________________________________________
>>>> cisco-voip mailing list
>>>> cisco-voip at puck.nether.net
>>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>> <https://urldefense.proofpoint.com/v2/url?u=https-3A__puck.nether.net_mailman_listinfo_cisco-2Dvoip&d=DwMFaQ&c=CrVsPA4meZ6vEtstSPLQqC5izq21_OrN_h8zxKzEuwc&r=cxTKAF4Iaor9PiEwHMcKcEgAJ-ObtwqWBXjTvqngqNk&m=AuUVwggfF1Gx1OoXF5cZeJc7sWQKhqsQDWdew4aUZqU&s=X8X-hmdXLtp8ezIhdeUQGj2Vrdg9p9y9j5OJBEgAqEo&e=>
>>>>
>>>> _______________________________________________
>>>> cisco-voip mailing list
>>>> cisco-voip at puck.nether.net
>>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>>
>>>>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20200710/72e0e40c/attachment.htm>

More information about the cisco-voip mailing list