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

Tanner Ezell tanner.ezell at gmail.com
Fri Jul 10 21:00:30 EDT 2020 

It's written using my contactview software, which is a combination of Scala
and Java.

On Fri, Jul 10, 2020 at 5:29 PM Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> 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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