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

Tanner Ezell tanner.ezell at gmail.com
Fri Jul 10 19:37:52 EDT 2020 

You're correct, I wrote an app to capture the data and generate the JSON
response

On Fri, Jul 10, 2020 at 4:33 PM Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> 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/bf30f345/attachment.htm>

More information about the cisco-voip mailing list