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

Anthony Holloway avholloway+cisco-voip at gmail.com
Fri Jul 10 20:29:09 EDT 2020 

What language did you write it in, and what details can you share?

On Fri, Jul 10, 2020 at 6:38 PM Tanner Ezell <tanner.ezell at gmail.com> wrote:

> 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
>>>>>>
>>>>>>
>>>>>>
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>>>>>>
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>>>>>>
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>>>>>>
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>>>>>>
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>>>>>>
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