<div dir="ltr">HI Grace,<br><br>I have been watching your request to see if I could offer any assistance. Today I see your screenshots, so thank you for that. What is the logic behind having a rule to check for an Account Number which IS NOT in a list, where the list is <NA>? Wouldn't just having no rule at all be more efficient and easier to understand? Perhaps it is this rule that is preventing your action from happening. Can you uncheck the "Enable Rule" checkbox to see if it will fire?<br>
</div><div class="gmail_extra"><br><br><div class="gmail_quote">On Fri, Aug 23, 2013 at 3:12 PM, Grace Maximuangu <span dir="ltr"><<a href="mailto:Grace.Maximuangu@blackbox.com" target="_blank">Grace.Maximuangu@blackbox.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div link="#0563C1" vlink="#954F72" lang="EN-US"><div><p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal">>>Goto>>>Voice Contact Workflow<u></u><u></u></p><p class="MsoNormal">>>Select Event >>>Answered<u></u><u></u></p><p class="MsoNormal">>>Rules of Event>>>Screen Pop<u></u><u></u></p>
<p class="MsoNormal">>>Action of Rule>>>Innotrust<u></u><u></u></p><p class="MsoNormal"><img src="cid:image001.jpg@01CEA002.66178800" height="702" width="923"><u></u><u></u></p><p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">>>>Edit Rule Conditions>>><u></u><u></u></p><p class="MsoNormal"><img src="cid:image002.jpg@01CEA002.66178800" height="705" width="936"><u></u><u></u></p><p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<div><div class="im"><p class="MsoNormal"><span style="font-size:10.0pt">:-:gm<u></u><u></u></span></p><p class="MsoNormal"><span style="font-size:10.0pt"><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:10.0pt">Grace Maximuangu<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt">Voice Solutions Engineer<u></u><u></u></span></p><p class="MsoNormal"><b><span style="font-size:10.0pt">Black Box Network Services<u></u><u></u></span></b></p></div><p class="MsoNormal">
<span style="font-size:10.0pt">Cell: <a href="tel:213.268.6342" value="+12132686342" target="_blank">213.268.6342</a><u></u><u></u></span></p><div class="im"><p class="MsoNormal"><span style="font-size:10.0pt"><a href="mailto:grace.maximuangu@blackbox.com" target="_blank"><span style="color:blue">grace.maximuangu@blackbox.com</span></a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt"><a href="http://www.blackbox.com/" target="_blank"><span style="color:blue">www.blackbox.com</span></a> <u></u><u></u></span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#17365d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><img src="cid:image004.jpg@01CEA002.66178800" alt="bbox logo.JPG" border="0" height="57" width="284"><u></u><u></u></span></p></div></div><p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<div><div style="border:none;border-top:solid #e1e1e1 1.0pt;padding:3.0pt 0in 0in 0in"><p class="MsoNormal"></p><div class="im"><b>From:</b> Ryan LaFountain (rlafount) [mailto:<a href="mailto:rlafount@cisco.com" target="_blank">rlafount@cisco.com</a>] <br>
<b>Sent:</b> Tuesday, August 20, 2013 7:36 AM<br><b>To:</b> Grace Maximuangu; <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br></div><b>Subject:</b> Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working<u></u><u></u><p>
</p></div></div><div><div class="h5"><p class="MsoNormal"><u></u> <u></u></p><div><div><div><p class="MsoNormal"><span style="font-size:10.5pt">Hi Grace, <u></u><u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt"><u></u> <u></u></span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt">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. <u></u><u></u></span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt"><u></u> <u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt"><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" target="_blank">http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad702ccxig-cm.pdf</a><u></u><u></u></span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt"><u></u> <u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt">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'? <u></u><u></u></span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt"><u></u> <u></u></span></p></div><div><div><p class="MsoNormal"><span style="font-size:10.5pt">Thank you, <u></u><u></u></span></p></div><div><p class="MsoNormal">
<span style="font-size:10.5pt"><u></u> <u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt">Ryan LaFountain<u></u><u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt">Unified Contact Center<u></u><u></u></span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt">Cisco Services<u></u><u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt">Direct: <a href="tel:%2B1%20919%20392%209898" value="+19193929898" target="_blank">+1 919 392 9898</a><u></u><u></u></span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt">Email: <a href="mailto:rlafount@cisco.com" target="_blank">rlafount@cisco.com</a><u></u><u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt">Hours: M – F 9:00am – 5:00pm<u></u><u></u></span></p>
</div></div></div></div><div><p class="MsoNormal"><span style="font-size:10.5pt"><u></u> <u></u></span></p></div><div style="border:none;border-top:solid #b5c4df 1.0pt;padding:3.0pt 0in 0in 0in"><p class="MsoNormal"><b><span style>From: </span></b><span style>Grace Maximuangu <<a href="mailto:Grace.Maximuangu@BlackBox.com" target="_blank">Grace.Maximuangu@BlackBox.com</a>><br>
<b>Date: </b>Monday, August 19, 2013 4:14 PM<br><b>To: </b>"<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>" <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><br>
<b>Subject: </b>[cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working<u></u><u></u></span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt"><u></u> <u></u></span></p></div><div><div><p class="MsoNormal">
<span style>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<u></u><u></u></span></p>
<p class="MsoNormal"><span style> <u></u><u></u></span></p><p style="margin:0in;margin-bottom:.0001pt;background:white"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333;border:none windowtext 1.0pt;padding:0in">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><u></u><u></u></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";padding:0in;border:none windowtext 1.0pt">1) <span> </span>If it is browser-based, you can execute an HTTP POST or GET within the integrated browser.</span><span style><u></u><u></u></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";padding:0in;border:none windowtext 1.0pt">2) <span> </span>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><u></u><u></u></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";padding:0in;border:none windowtext 1.0pt">3) <span> </span>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><u></u><u></u></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px"><span style="font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333"> </span><span style><u></u><u></u></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px"><span style="font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333">You can use the<span> </span><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>as documentation on how to setup workflows within CAD.</span><span style><u></u><u></u></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;min-height:8pt;background-repeat:initial initial;word-spacing:0px"><span style="font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333"> </span><span style><u></u><u></u></span></p>
<p style="margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px"><span style="font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333;border:none windowtext 1.0pt;padding:0in">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:9.0pt;font-family:"Arial","sans-serif";color:#333333"><a href="https://supportforums.cisco.com/message/1047577#1047577" target="_blank"><span style="color:#2f6681;border:none windowtext 1.0pt;padding:0in">https://supportforums.cisco.com/message/1047577#1047577</span></a></span><span style><u></u><u></u></span></p>
<p class="MsoNormal"><span style> <u></u><u></u></span></p><p class="MsoNormal"><span style>Please see the post from Cisco forum <u></u><u></u></span></p><p class="MsoNormal"><span style> <u></u><u></u></span></p><p class="MsoNormal">
<span style="font-size:10.0pt">:-:gm</span><span style><u></u><u></u></span></p><p class="MsoNormal"><span style="font-size:10.0pt"> </span><span style><u></u><u></u></span></p><p class="MsoNormal"><span style="font-size:10.0pt">Grace Maximuangu</span><span style><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt">Voice Solutions Engineer</span><span style><u></u><u></u></span></p><p class="MsoNormal"><b><span style="font-size:10.0pt">Black Box Network Services</span></b><span style><u></u><u></u></span></p>
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<p class="MsoNormal"><span style="font-size:10.5pt"><u></u> <u></u></span></p><div class="MsoNormal" style="text-align:center" align="center"><span style="font-size:10.5pt"><hr align="center" size="3" width="100%"></span></div>
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