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<div>Hi Grace, </div>
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<div>This sounds like two issues here. The first is that the workflow configuration went missing during the upgrade to 7.0(2). There have been a couple of issues around this, some known like those listed on page 27 in the link below and some unknown where we've
never been able to get to the bottom of why workflow information wasn't retained after the upgrade. </div>
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<div><a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad702ccxig-cm.pdf">http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad702ccxig-cm.pdf</a></div>
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<div>The second issue seems to be that even after you've recreated the workflow, the screen pop doesn't work. Can you describe or send screenshots of what the workflow configuration is and what the agent is experiencing when it 'does not work'? </div>
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<div>Thank you, </div>
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<div>Ryan LaFountain</div>
<div>Unified Contact Center</div>
<div>Cisco Services</div>
<div>Direct: +1 919 392 9898</div>
<div>Email: rlafount@cisco.com</div>
<div>Hours: M – F 9:00am – 5:00pm</div>
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<span style="font-weight:bold">From: </span>Grace Maximuangu <<a href="mailto:Grace.Maximuangu@BlackBox.com">Grace.Maximuangu@BlackBox.com</a>><br>
<span style="font-weight:bold">Date: </span>Monday, August 19, 2013 4:14 PM<br>
<span style="font-weight:bold">To: </span>"<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>" <<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>><br>
<span style="font-weight:bold">Subject: </span>[cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working<br>
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<p class="MsoNormal">Please advice, the after the upgrade, workflows had to be manually added, but Screen Pop does not work, I just saw a post on Cisco UCCX forum, please has anyone ran into the issue and how did this get resolved. And any references on how
to solve this issue would be highly appreciated<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white"><span style="font-size: 10pt; color: rgb(51, 51, 51); border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; ">CAD
is only capable of passing enterprise data to another application. It cannot perform database lookups on its own. Your options are:</span><span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "><o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin:0in;margin-bottom:.0001pt;text-indent:-.25in;background:white;border-spacing: 0px;outline: 0px;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;background-position:initial initial;background-repeat:initial initial;word-spacing:0px">
<span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; ">1) </span><span class="apple-converted-space"><span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; "> </span></span><span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; ">If
it is browser-based, you can execute an HTTP POST or GET within the integrated browser.</span><span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "><o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin:0in;margin-bottom:.0001pt;text-indent:-.25in;background:white;border-spacing: 0px;outline: 0px;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;background-position:initial initial;background-repeat:initial initial;word-spacing:0px">
<span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; ">2) </span><span class="apple-converted-space"><span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; "> </span></span><span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; ">If
the application will accept it, you can pass an IPC call (Inter-Process Communication) to it. This is a formatted UDP packet that CAD would send, typically on a loopback address, to a port the other application is listening on.</span><span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "><o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin:0in;margin-bottom:.0001pt;text-indent:-.25in;background:white;border-spacing: 0px;outline: 0px;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;background-position:initial initial;background-repeat:initial initial;word-spacing:0px">
<span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; ">3) </span><span class="apple-converted-space"><span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; "> </span></span><span style="font-size: 10pt; color: black; border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; ">If
the action can be repeated with a consistent series of key strokes, you can call a macro to replay that key sequence, effectively paste the data into the correct field, and execute the search.</span><span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "><o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing: 0px;outline: 0px;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;background-position:initial initial;background-repeat:initial initial;word-spacing:0px">
<span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "> <o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing: 0px;outline: 0px;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;background-position:initial initial;background-repeat:initial initial;word-spacing:0px">
<span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; ">You can use the</span><span class="apple-converted-space"><span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "> </span></span><span style="font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333"><a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf" target="_blank"><span style="color:#2F6681;border:none windowtext 1.0pt;padding:0in">Cisco
Desktop Administrator User Guide for CAD 6.6 for Unified CM</span></a></span><span class="apple-converted-space"><span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "> </span></span><span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; ">as
documentation on how to setup workflows within CAD.<o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing: 0px;outline: 0px;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;min-height: 8pt;background-position:initial initial;background-repeat:initial initial;word-spacing:0px">
<span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "> <o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing: 0px;outline: 0px;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;background-position:initial initial;background-repeat:initial initial;word-spacing:0px">
<span style="font-size: 9pt; color: rgb(51, 51, 51); border-top-style: none; border-right-style: none; border-bottom-style: none; border-left-style: none; border-top-color: windowtext; border-right-color: windowtext; border-bottom-color: windowtext; border-left-color: windowtext; border-top-width: 1pt; border-right-width: 1pt; border-bottom-width: 1pt; border-left-width: 1pt; padding-top: 0in; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; font-family: Arial, sans-serif; ">You
will need to use Enterprise Data to pass the caller ID information (or anything else you want CAD to get). This has been covered on the forum many times. Here is one example to get you started:</span><span style="font-size: 9pt; color: rgb(51, 51, 51); font-family: Arial, sans-serif; "><a href="https://supportforums.cisco.com/message/1047577#1047577"><span style="color:#2F6681;border:none windowtext 1.0pt;padding:0in">https://supportforums.cisco.com/message/1047577#1047577</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Please see the post from Cisco forum <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">:-:gm<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Grace Maximuangu<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Voice Solutions Engineer<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:black">Black Box Network Services<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="color:#1F497D"><img border="0" width="284" height="57" id="Picture_x0020_1" src="cid:image003.jpg@01CE9CDE.1ACC6A40" alt="bbox logo.JPG"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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