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<div>-------- Original message --------</div>
<div>From: cisco-voip-request@puck.nether.net </div>
<div>Date: 9/4/2015 10:01 AM (GMT-07:00) </div>
<div>To: cisco-voip@puck.nether.net </div>
<div>Subject: cisco-voip Digest, Vol 143, Issue 4 </div>
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Today's Topics:<br>
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1. Re: UCCX accountnumber column in Informix database<br>
(Damisch, Kevin)<br>
2. CUIC/UCCX 10.6 Report Scheduler message (Ed Leatherman)<br>
3. Agents Selectively Answer Queues (Matthew Loraditch)<br>
4. Re: Agents Selectively Answer Queues (Brian Meade)<br>
5. Re: Agents Selectively Answer Queues (Matthew Loraditch)<br>
6. Re: Agents Selectively Answer Queues (Brian Meade)<br>
7. Re: Agents Selectively Answer Queues (Bill Talley)<br>
8. Re: Agents Selectively Answer Queues (Ed Leatherman)<br>
9. Re: Agents Selectively Answer Queues (Tanner Ezell)<br>
10. Error when SSHing into CUCM 10.5 (Jonathan Charles)<br>
11. Re: Error when SSHing into CUCM 10.5 (Ryan Huff)<br>
12. Re: Error when SSHing into CUCM 10.5 (Ryan Huff)<br>
13. Re: Error when SSHing into CUCM 10.5 (Jonathan Charles)<br>
14. Re: Error when SSHing into CUCM 10.5 (Jonathan Charles)<br>
15. Re: Agents Selectively Answer Queues (Matthew Loraditch)<br>
16. Re: Error when SSHing into CUCM 10.5 (Ryan Huff)<br>
<br>
<br>
----------------------------------------------------------------------<br>
<br>
Message: 1<br>
Date: Thu, 3 Sep 2015 16:16:54 +0000<br>
From: "Damisch, Kevin" <Kevin.Damisch@oneneck.com><br>
To: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] UCCX accountnumber column in Informix<br>
database<br>
Message-ID:<br>
<ab7a7136fd364c609d7bb8cbfeee8eda@ONEEXG002AAB.corp.oneneck.com><br>
Content-Type: text/plain; charset="us-ascii"<br>
<br>
Pulling up an old thread that we never got resolved. I can replicate this issue every time and stumped TAC a while back as they were unable to replicate this and wasn't matching any bugs. We were on UCCX 8.5(1)SU3, recently upgraded to 10.6(1), but still
have this issue. The normal script is too complicated to explain, so I created a simple script to test with, shown here:<br>
<br>
[cid:image001.png@01D0E638.0E615040]<br>
<br>
After any call, the expectation is that both Custom Variable 10 and the AccountNumber custom variables will be populated with 1111222233334444.<br>
<br>
So, I run this command:<br>
<br>
run uccx sql db_cra select startdatetime,customvariable10,accountnumber from ContactCallDetail where startdatetime > '2015-09-02 00:00:00' and callednumber = '5745'<br>
<br>
If I hang up before being *connected* to an agent (such as before the Select Resource step or while sitting in the queued branch), the Custom Variable 10 and AccountNumber custom variables are both correctly populated. Here is the output from the SQL command:<br>
STARTDATETIME CUSTOMVARIABLE10 ACCOUNTNUMBER<br>
2015-09-03 14:52:48.32 1111222233334444 1111222233334444<br>
<br>
And the MIVR logs showing this:<br>
<br>
-1806643255: Sep 03 09:52:59.473 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820086, sessionSeqNr: 0, sessionID: 139001083928, nodeID: 1<br>
-1806643253: Sep 03 09:52:59.473 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _ccdrVar10:1111222233334444<br>
-1806643252: Sep 03 09:52:59.473 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr<br>
<br>
-1806642821: Sep 03 09:53:00.511 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820086, sessionSeqNr: 0, sessionID: 139001083928, nodeID: 1<br>
-1806642820: Sep 03 09:53:00.511 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _accountNumber:1111222233334444<br>
-1806642819: Sep 03 09:53:00.511 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr<br>
<br>
-1806635795: Sep 03 09:53:11.196 CDT %MIVR-CRA_HRDM-7-UNK:writeCCDRToDatabase : CCDR: sessionID=139001083928, sessionSeqNum=0, nodeID=1, contactID=35820086, contactType=3, contactDisposition=1, dispositionReason=, profileID=1, originatorType=2, originatorID=-1,
originatorDN=5743, destinationType=2, destinationID=-1, destinationDN=3924, startDateTime=java.util.GregorianCalendar[time=1441291968320,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,useDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,YEAR=2015,MONTH=8,WEEK_OF_YEAR=36,WEEK_OF_MONTH=1,DAY_OF_MONTH=3,DAY_OF_YEAR=246,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=1,AM_PM=1,HOUR=2,HOUR_OF_DAY=14,MINUTE=52,SECOND=48,MILLISECOND=320,ZONE_OFFSET=0,DST_OFFSET=0],
endDateTime=java.util.GregorianCalendar[time=1441291986192,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,us<br>
eDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,YEAR=2015,MONTH=8,WEEK_OF_YEAR=36,WEEK_OF_MONTH=1,DAY_OF_MONTH=3,DAY_OF_YEAR=246,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=1,AM_PM=1,HOUR=2,HOUR_OF_DAY=14,MINUTE=53,SECOND=6,MILLISECOND=192,ZONE_OFFSET=0,DST_OFFSET=0],
gmtOffset=-300, connectTime=17, calledNumber=5745, origCalledNumber=5745, transfer=false, conference=false, redirect=false, flowout=false, transformedEv=false, applicationTaskID=36002129626, applicationID=1, applicationName=WebServicesTest, customVariable1=,
customVariable2=, customVariable3=, customVariable4=, customVariable5=, customVariable6=, customVariable7=, customVariable8=, customVariable9=, customVariable10=1111222233334444, accountNumber=1111222233334444, callerEnteredDigits=, campaignID=-1dialingListID=-1,
OrigProtocolCallRef=000000000022923602BCB63D00000000, DestProtocolCallRef=<br>
<br>
<br>
Here is where the issue comes into play. If the caller goes through the select resource step and is connected to an agent, then I see that Custom Variable 10 is populated correctly, but for some reason, the AccountNumber custom variable is blank. Here is
the output from the SQL command:<br>
<br>
STARTDATETIME CUSTOMVARIABLE10 ACCOUNTNUMBER<br>
2015-09-03 14:54:07.35 1111222233334444 <<<< Note that the account number is blank<br>
<br>
Here are the MIVR logs for this call:<br>
-1806589110: Sep 03 09:54:17.379 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820135, sessionSeqNr: 0, sessionID: 139001083952, nodeID: 1<br>
-1806589109: Sep 03 09:54:17.379 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _ccdrVar10:1111222233334444<br>
-1806589108: Sep 03 09:54:17.379 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr<br>
<br>
-1806588232: Sep 03 09:54:18.447 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820135, sessionSeqNr: 0, sessionID: 139001083952, nodeID: 1<br>
-1806588231: Sep 03 09:54:18.447 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _accountNumber:1111222233334444<br>
-1806588230: Sep 03 09:54:18.447 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr<br>
<br>
*Something* is telling it to set the accountNumber value to be blank here, which I didn't have on the previous call where I hung up before being connected to an agent.<br>
-1806478389: Sep 03 09:57:06.002 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - contactID: 35820135, sessionSeqNr: 0, sessionID: 139001083952, nodeID: 1<br>
-1806478388: Sep 03 09:57:06.002 CDT %MIVR-CRA_HRDM-7-UNK:setCallVariables - _accountNumber:<br>
-1806478386: Sep 03 09:57:06.002 CDT %MIVR-CRA_HRDM-7-UNK:contactDataChanged - updated call variables in ccdr<br>
<br>
-1806478293: Sep 03 09:57:06.862 CDT %MIVR-CRA_HRDM-7-UNK:writeCCDRToDatabase : CCDR: sessionID=139001083952, sessionSeqNum=0, nodeID=1, contactID=35820135, contactType=3, contactDisposition=2, dispositionReason=, profileID=1, originatorType=2, originatorID=-1,
originatorDN=5743, destinationType=2, destinationID=-1, destinationDN=3710, startDateTime=java.util.GregorianCalendar[time=1441292047353,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,useDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,YEAR=2015,MONTH=8,WEEK_OF_YEAR=36,WEEK_OF_MONTH=1,DAY_OF_MONTH=3,DAY_OF_YEAR=246,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=1,AM_PM=1,HOUR=2,HOUR_OF_DAY=14,MINUTE=54,SECOND=7,MILLISECOND=353,ZONE_OFFSET=0,DST_OFFSET=0],
endDateTime=java.util.GregorianCalendar[time=1441292224091,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,use<br>
Daylight=false,transitions=0,lastRule=null],firstDayOfWeek=1,minimalDaysInFirstWeek=1,ERA=1,YEAR=2015,MONTH=8,WEEK_OF_YEAR=36,WEEK_OF_MONTH=1,DAY_OF_MONTH=3,DAY_OF_YEAR=246,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=1,AM_PM=1,HOUR=2,HOUR_OF_DAY=14,MINUTE=57,SECOND=4,MILLISECOND=91,ZONE_OFFSET=0,DST_OFFSET=0],
gmtOffset=-300, connectTime=176, calledNumber=5745, origCalledNumber=5745, transfer=false, conference=false, redirect=false, flowout=false, transformedEv=false, applicationTaskID=36002129653, applicationID=1, applicationName=WebServicesTest, customVariable1=,
customVariable2=, customVariable3=, customVariable4=, customVariable5=, customVariable6=, customVariable7=, customVariable8=, customVariable9=, customVariable10=1111222233334444, accountNumber=, callerEnteredDigits=, campaignID=-1dialingListID=-1, OrigProtocolCallRef=000000000022926702BCB6EF00000000,
DestProtocolCallRef=<br>
<br>
We are already using custom variables 1 to 10 for other things and those are always populated correctly, and those 10 variables plus the account number variable all show up in CAD since we pass those down to the agents. In this example, I just wanted to show
that accountNumber gets blanked out for some reason, yet custom variable 10 stays populated as it should. If anyone has a suggestion, I'd appreciate it. It still seems like a bug to me, but TAC couldn't replicate it.<br>
<br>
Thanks,<br>
Kevin<br>
<br>
From: Damisch, Kevin<br>
Sent: Friday, May 02, 2014 2:39 PM<br>
To: Damisch, Kevin <Kevin.Damisch@oneneck.com>; cisco-voip@puck.nether.net<br>
Subject: RE: UCCX accountnumber column in Informix database<br>
<br>
I went a step further and set the Set Enterprise Info step to populate the customvariable10 and accountnumber variables both with the strAccountNumber value. Attached are sanitized screenshots of a test script I just made to replicate the issue in its simplest
form, but get the same results. I have strAccountNumber == 1111111111111111 in the reactive debug and watched it step through Selected, Set Enterprise Call Info, Connected, and Goto END steps. I talked to the agent who answered and verified they saw 1111111111111111
in both customervariable10 and accountnumber fields within CAD. So, my question is how can CAD see it in both fields, yet the database doesn't show it in the accountnumber field? If you look at the SQLResults screenshot, you can see that it does populate
CustomVariable10, but accountnumber is blank. Again, all other custom variables get populated correctly with no issues. The accountnumber column is the only one that is blank, and its only when the call ends
<br>
up going to an agent.<br>
<br>
I have all 10 custom variables used up with other things, so I can't just move this value into one of those, which is why I'm trying to use the accountnumber custom variable to store, you know, the account number.<br>
<br>
Thanks!<br>
Kevin<br>
<br>
<br>
From: cisco-voip [<a href="mailto:cisco-voip-bounces@puck.nether.net">mailto:cisco-voip-bounces@puck.nether.net</a>] On Behalf Of Damisch, Kevin<br>
Sent: Friday, May 02, 2014 1:53 PM<br>
To: cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net><br>
Subject: [cisco-voip] UCCX accountnumber column in Informix database<br>
<br>
I have a UCCX 8.5(1)SU3 deployment where we set values in custom variables 1 to 10 (actually Call.PeripheralVariable1 to 10) and also Call.AccountNumber via the Set Enterprise Info step. Whether we check the values by setting up a linked server or by creating
a db connection to the Informix database, we can see variables 1 to 10 and the accountnumber columns populated correctly in the contactcalldetail table. Everything gets written to the database correctly when the call is ended while navigating the IVR or if
they are in the queued branch of the select resource step. If the caller ends up talking to an agent, the accountnumber column in the Informix database is empty for that record. Even more strange, the accountnumber value still gets passed down to CAD and
the agent sees it just fine, yet it isn't in the accountnumber column in the database.<br>
<br>
Here is the SQL command I use to pull the values from the UCCX database:<br>
<br>
Select sessionid, startdatetime,enddatetime, applicationname, originatordn, origcallednumber, destinationdn, destinationtype, contactdisposition, customvariable1,customvariable2, customvariable3,customvariable4,customvariable5,<br>
customvariable6, customvariable7, customvariable8, customvariable9, customvariable10, accountnumber<br>
from contactcalldetail ccd<br>
where startdatetime >= '2014-05-01 00:00:00'<br>
<br>
This sounds like a TAC case, but wanted to see if anyone on this list has seen this before. And, does anyone know what xdebugging level needs checked to see the Set Enterprise Info steps in the MIVR logs?<br>
<br>
Thanks!<br>
Kevin<br>
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------------------------------<br>
<br>
Message: 2<br>
Date: Thu, 3 Sep 2015 12:30:47 -0400<br>
From: Ed Leatherman <ealeatherman@gmail.com><br>
To: Cisco VOIP <cisco-voip@puck.nether.net><br>
Subject: [cisco-voip] CUIC/UCCX 10.6 Report Scheduler message<br>
Message-ID:<br>
<CAFC4dsqgDazUAL2rYx6mJ0teiW9-VwTkTRbGK16yA_Y4cpAsHA@mail.gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Hello<br>
<br>
I'm having some reports of CUIC not allowing scheduled reports to be<br>
changed or added for a long time. I'm still trying to reproduce the issue<br>
myself, but I have a reports user that keeps getting "Scheduler is<br>
currently being updated" for long periods of time. I haven't been able to<br>
find a bug related to this one, I'm curious if anyone else has seen this<br>
type of thing<br>
<br>
UCCX 10.6(1)<br>
<br>
Thanks!<br>
<br>
Ed<br>
<br>
-- <br>
Ed Leatherman<br>
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<br>
------------------------------<br>
<br>
Message: 3<br>
Date: Thu, 3 Sep 2015 17:05:55 +0000<br>
From: Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
To: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: [cisco-voip] Agents Selectively Answer Queues<br>
Message-ID:<br>
<C75AF2AD9308C246AFBDDB994E3E29834760E627@PHANES.helion.local><br>
Content-Type: text/plain; charset="us-ascii"<br>
<br>
We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I've never had this scenario before, but my only thought so far was secondary logins that will have both Tier 1
and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.<br>
<br>
Am I missing any options here?<br>
<br>
Matthew G. Loraditch - CCNP-Voice, CCNA-R&S, CCDA<br>
Network Engineer<br>
Direct Voice: 443.541.1518<br>
<br>
Facebook<<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>>
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------------------------------<br>
<br>
Message: 4<br>
Date: Thu, 3 Sep 2015 13:20:07 -0400<br>
From: Brian Meade <bmeade90@vt.edu><br>
To: Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
Cc: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
Message-ID:<br>
<CAGcuYh1Yc6MGJmwnvwwXpaDpqWar8JKwoN7SqD6Zc6wzq43YSg@mail.gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1<br>
skill? That will allow the calls to roll over automatically if everyone in<br>
Tier1 is not ready.<br>
<br>
On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <<br>
MLoraditch@heliontechnologies.com> wrote:<br>
<br>
> We have tier 2 agents. Generally we want them to only answer their calls,<br>
> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve<br>
> never had this scenario before, but my only thought so far was secondary<br>
> logins that will have both Tier 1 and Tier 2 skills. We do not want to<br>
> queue the calls to another queue when thresholds are met nor do we want<br>
> managers hot-adding skills.<br>
><br>
><br>
><br>
> Am I missing any options here?<br>
><br>
><br>
><br>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
> Network Engineer<br>
> Direct Voice: 443.541.1518<br>
><br>
> Facebook <<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<br>
> <<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<br>
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><br>
><br>
><br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
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<br>
Message: 5<br>
Date: Thu, 3 Sep 2015 17:25:54 +0000<br>
From: Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
To: Brian Meade <bmeade90@vt.edu><br>
Cc: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
Message-ID:<br>
<C75AF2AD9308C246AFBDDB994E3E29834760E719@PHANES.helion.local><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
We only want them to get Tier 1 calls when the managers decide for them to.<br>
<br>
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
Network Engineer<br>
Direct Voice: 443.541.1518<br>
<br>
Facebook<<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>>
| G+<<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
<br>
From: bmeade90@gmail.com [<a href="mailto:bmeade90@gmail.com">mailto:bmeade90@gmail.com</a>] On Behalf Of Brian Meade<br>
Sent: Thursday, September 3, 2015 1:20 PM<br>
To: Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
Cc: cisco-voip@puck.nether.net<br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
<br>
Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1 skill? That will allow the calls to roll over automatically if everyone in Tier1 is not ready.<br>
<br>
On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <MLoraditch@heliontechnologies.com<mailto:MLoraditch@heliontechnologies.com>> wrote:<br>
We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve never had this scenario before, but my only thought so far was secondary logins that will have both Tier 1
and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.<br>
<br>
Am I missing any options here?<br>
<br>
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
Network Engineer<br>
Direct Voice: 443.541.1518<tel:443.541.1518><br>
Facebook<<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>>
| G+<<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
<br>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net><br>
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<br>
Message: 6<br>
Date: Thu, 3 Sep 2015 13:31:50 -0400<br>
From: Brian Meade <bmeade90@vt.edu><br>
To: Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
Cc: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
Message-ID:<br>
<CAGcuYh3wCDywcb143L_QF3BykR=meKDPtUaBdfr5bjAFrragWw@mail.gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
You could have it read the CSQ name from a DB or XML file to allow changing<br>
the CSQ to one with both sets of agents when needed. Then you just need a<br>
web front end for the managers to use.<br>
<br>
On Thu, Sep 3, 2015 at 1:25 PM, Matthew Loraditch <<br>
MLoraditch@heliontechnologies.com> wrote:<br>
<br>
> We only want them to get Tier 1 calls when the managers decide for them to.<br>
><br>
><br>
><br>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
> Network Engineer<br>
> Direct Voice: 443.541.1518<br>
><br>
> Facebook <<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<br>
> <<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<br>
> <<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>> |<br>
> G+ <<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
><br>
><br>
><br>
> *From:* bmeade90@gmail.com [<a href="mailto:bmeade90@gmail.com">mailto:bmeade90@gmail.com</a>] *On Behalf Of *Brian<br>
> Meade<br>
> *Sent:* Thursday, September 3, 2015 1:20 PM<br>
> *To:* Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
> *Cc:* cisco-voip@puck.nether.net<br>
> *Subject:* Re: [cisco-voip] Agents Selectively Answer Queues<br>
><br>
><br>
><br>
> Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1<br>
> skill? That will allow the calls to roll over automatically if everyone in<br>
> Tier1 is not ready.<br>
><br>
><br>
><br>
> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <<br>
> MLoraditch@heliontechnologies.com> wrote:<br>
><br>
> We have tier 2 agents. Generally we want them to only answer their calls,<br>
> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve<br>
> never had this scenario before, but my only thought so far was secondary<br>
> logins that will have both Tier 1 and Tier 2 skills. We do not want to<br>
> queue the calls to another queue when thresholds are met nor do we want<br>
> managers hot-adding skills.<br>
><br>
><br>
><br>
> Am I missing any options here?<br>
><br>
><br>
><br>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
> Network Engineer<br>
> Direct Voice: 443.541.1518<br>
><br>
> Facebook <<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<br>
> <<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<br>
> <<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>> |<br>
> G+ <<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
><br>
><br>
><br>
><br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
><br>
><br>
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------------------------------<br>
<br>
Message: 7<br>
Date: Thu, 3 Sep 2015 12:33:51 -0500<br>
From: Bill Talley <btalley@gmail.com><br>
To: Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
Cc: Brian Meade <bmeade90@vt.edu>, "cisco-voip@puck.nether.net"<br>
<cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
Message-ID: <4FFC1C28-4CBA-45A1-879A-76FE166BA867@gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Add the escalation queue and create a script parameter or XML file that is evaluated to determine if the escalation queue is active or not and escalate the call accordingly. The manager can activate it or deactivate it through an IVR app or ip phone service?<br>
<br>
Sent from an Apple iOS device with very tiny touchscreen input keys. Please excude my typtos.<br>
<br>
> On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <MLoraditch@heliontechnologies.com> wrote:<br>
> <br>
> We only want them to get Tier 1 calls when the managers decide for them to.<br>
> <br>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
> Network Engineer<br>
> Direct Voice: 443.541.1518<br>
> <br>
> Facebook | Twitter | LinkedIn | G+<br>
> <br>
> From: bmeade90@gmail.com [<a href="mailto:bmeade90@gmail.com">mailto:bmeade90@gmail.com</a>] On Behalf Of Brian Meade<br>
> Sent: Thursday, September 3, 2015 1:20 PM<br>
> To: Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
> Cc: cisco-voip@puck.nether.net<br>
> Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
> <br>
> Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1 skill? That will allow the calls to roll over automatically if everyone in Tier1 is not ready.<br>
> <br>
> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <MLoraditch@heliontechnologies.com> wrote:<br>
> We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve never had this scenario before, but my only thought so far was secondary logins that will have both Tier
1 and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.<br>
> <br>
> Am I missing any options here?<br>
> <br>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
> Network Engineer<br>
> Direct Voice: 443.541.1518<br>
> <br>
> Facebook | Twitter | LinkedIn | G+<br>
> <br>
> <br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
> <br>
> <br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
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<br>
------------------------------<br>
<br>
Message: 8<br>
Date: Thu, 3 Sep 2015 13:55:54 -0400<br>
From: Ed Leatherman <ealeatherman@gmail.com><br>
To: Bill Talley <btalley@gmail.com><br>
Cc: Matthew Loraditch <MLoraditch@heliontechnologies.com>,<br>
"cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
Message-ID:<br>
<CAFC4dsr2Dna_wdVxbMP4GWcmOZ-0yRNo+6iC-_C1GP+hGuPw7A@mail.gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
I was just reading a bit about the UCCX API in 10.5 - would it be possible<br>
to have a script that periodically monitors Tier 1 queue and if certain CSQ<br>
stat reaches a threshold it modifies the minimum skill on the CSQ such that<br>
T2 folks start getting calls? Just throwing other ideas to see what sticks,<br>
I've never used the API before :)<br>
<br>
On Thu, Sep 3, 2015 at 1:33 PM, Bill Talley <btalley@gmail.com> wrote:<br>
<br>
> Add the escalation queue and create a script parameter or XML file that is<br>
> evaluated to determine if the escalation queue is active or not and<br>
> escalate the call accordingly. The manager can activate it or deactivate<br>
> it through an IVR app or ip phone service?<br>
><br>
> Sent from an Apple iOS device with very tiny touchscreen input keys.<br>
> Please excude my typtos.<br>
><br>
> On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <<br>
> MLoraditch@heliontechnologies.com> wrote:<br>
><br>
> We only want them to get Tier 1 calls when the managers decide for them to.<br>
><br>
><br>
><br>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
> Network Engineer<br>
> Direct Voice: 443.541.1518<br>
><br>
> Facebook <<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<br>
> <<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<br>
> <<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>> |<br>
> G+ <<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
><br>
><br>
><br>
> *From:* bmeade90@gmail.com [<a href=""></a>mailto:bmeade90@gmail.com <bmeade90@gmail.com>]<br>
> *On Behalf Of *Brian Meade<br>
> *Sent:* Thursday, September 3, 2015 1:20 PM<br>
> *To:* Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
> *Cc:* cisco-voip@puck.nether.net<br>
> *Subject:* Re: [cisco-voip] Agents Selectively Answer Queues<br>
><br>
><br>
><br>
> Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1<br>
> skill? That will allow the calls to roll over automatically if everyone in<br>
> Tier1 is not ready.<br>
><br>
><br>
><br>
> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <<br>
> MLoraditch@heliontechnologies.com> wrote:<br>
><br>
> We have tier 2 agents. Generally we want them to only answer their calls,<br>
> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve<br>
> never had this scenario before, but my only thought so far was secondary<br>
> logins that will have both Tier 1 and Tier 2 skills. We do not want to<br>
> queue the calls to another queue when thresholds are met nor do we want<br>
> managers hot-adding skills.<br>
><br>
><br>
><br>
> Am I missing any options here?<br>
><br>
><br>
><br>
> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
> Network Engineer<br>
> Direct Voice: 443.541.1518<br>
><br>
> Facebook <<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<br>
> <<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<br>
> <<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>> |<br>
> G+ <<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
><br>
><br>
><br>
><br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
><br>
><br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
><br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
><br>
<br>
<br>
-- <br>
Ed Leatherman<br>
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<br>
Message: 9<br>
Date: Thu, 3 Sep 2015 11:23:00 -0700<br>
From: Tanner Ezell <tanner.ezell@gmail.com><br>
To: Ed Leatherman <ealeatherman@gmail.com><br>
Cc: Bill Talley <btalley@gmail.com>, "cisco-voip@puck.nether.net"<br>
<cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
Message-ID:<br>
<CADsErBbGG6g1eEqcJfisevjOb+dA2izNR6o1a7OH0nweqp2gqA@mail.gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
You certainly could use the API to automatically adjust skills but then<br>
you'd have to write an application around that which is probably outside of<br>
most peoples' capabilities. If re-skilling is the way you want to go you<br>
could certainly leverage something like our reselling software (screenshots<br>
follows, integrates into Jabber or can be used as a standalone web<br>
application):<br>
<br>
<br>
But that may not be the best solution for your users (re-skilling is manual<br>
and available only to supervisors). If the problem is just that<br>
periodically the queue gets too overwhelming I'd recommend overflow queuing<br>
based on a threshold (such as position or current wait duration, note: not<br>
expected wait duration). If there are more than $x number of callers in<br>
queue or the amount of time spent waiting exceeds $x amount of time queue<br>
to a secondary queue. This would be automatic and require no manual<br>
involvement. You could even go so far as to enable the ability to turn on<br>
or off this kind of functionality. Otherwise if the manual option is the<br>
preferred way to go something like our software above (supported on UCCX<br>
9.0SU3 and later) or using the appadmin interface may be the way to go.<br>
<br>
HTH<br>
<br>
Regards,<br>
Tanner Ezell<br>
<br>
On Thu, Sep 3, 2015 at 10:55 AM, Ed Leatherman <ealeatherman@gmail.com><br>
wrote:<br>
<br>
> I was just reading a bit about the UCCX API in 10.5 - would it be possible<br>
> to have a script that periodically monitors Tier 1 queue and if certain CSQ<br>
> stat reaches a threshold it modifies the minimum skill on the CSQ such that<br>
> T2 folks start getting calls? Just throwing other ideas to see what sticks,<br>
> I've never used the API before :)<br>
><br>
> On Thu, Sep 3, 2015 at 1:33 PM, Bill Talley <btalley@gmail.com> wrote:<br>
><br>
>> Add the escalation queue and create a script parameter or XML file that<br>
>> is evaluated to determine if the escalation queue is active or not and<br>
>> escalate the call accordingly. The manager can activate it or deactivate<br>
>> it through an IVR app or ip phone service?<br>
>><br>
>> Sent from an Apple iOS device with very tiny touchscreen input keys.<br>
>> Please excude my typtos.<br>
>><br>
>> On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <<br>
>> MLoraditch@heliontechnologies.com> wrote:<br>
>><br>
>> We only want them to get Tier 1 calls when the managers decide for them<br>
>> to.<br>
>><br>
>><br>
>><br>
>> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
>> Network Engineer<br>
>> Direct Voice: 443.541.1518<br>
>><br>
>> Facebook <<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<br>
>> <<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<br>
>> <<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>><br>
>> | G+ <<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
>><br>
>><br>
>><br>
>> *From:* bmeade90@gmail.com [<a href=""></a>mailto:bmeade90@gmail.com<br>
>> <bmeade90@gmail.com>] *On Behalf Of *Brian Meade<br>
>> *Sent:* Thursday, September 3, 2015 1:20 PM<br>
>> *To:* Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
>> *Cc:* cisco-voip@puck.nether.net<br>
>> *Subject:* Re: [cisco-voip] Agents Selectively Answer Queues<br>
>><br>
>><br>
>><br>
>> Can you just do Most Skilled routing and give the Tier2 guys a lower<br>
>> Tier1 skill? That will allow the calls to roll over automatically if<br>
>> everyone in Tier1 is not ready.<br>
>><br>
>><br>
>><br>
>> On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <<br>
>> MLoraditch@heliontechnologies.com> wrote:<br>
>><br>
>> We have tier 2 agents. Generally we want them to only answer their calls,<br>
>> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve<br>
>> never had this scenario before, but my only thought so far was secondary<br>
>> logins that will have both Tier 1 and Tier 2 skills. We do not want to<br>
>> queue the calls to another queue when thresholds are met nor do we want<br>
>> managers hot-adding skills.<br>
>><br>
>><br>
>><br>
>> Am I missing any options here?<br>
>><br>
>><br>
>><br>
>> Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
>> Network Engineer<br>
>> Direct Voice: 443.541.1518<br>
>><br>
>> Facebook <<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<br>
>> <<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<br>
>> <<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>><br>
>> | G+ <<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
>><br>
>><br>
>><br>
>><br>
>> _______________________________________________<br>
>> cisco-voip mailing list<br>
>> cisco-voip@puck.nether.net<br>
>> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
>><br>
>><br>
>><br>
>> _______________________________________________<br>
>> cisco-voip mailing list<br>
>> cisco-voip@puck.nether.net<br>
>> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
>><br>
>><br>
>> _______________________________________________<br>
>> cisco-voip mailing list<br>
>> cisco-voip@puck.nether.net<br>
>> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
>><br>
>><br>
><br>
><br>
> --<br>
> Ed Leatherman<br>
><br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
><br>
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<br>
Message: 10<br>
Date: Thu, 3 Sep 2015 13:34:21 -0500<br>
From: Jonathan Charles <jonvoip@gmail.com><br>
To: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: [cisco-voip] Error when SSHing into CUCM 10.5<br>
Message-ID:<br>
<CAPLPVZisaV5BbKotibJ1E27_mXSxOKvYLRTZa=O7rbZtMHFVCg@mail.gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Unable to get valid context for administrator<br>
Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33<br>
<br>
Had a failed patch from 10.5.2.11900 to 12901... switched back and<br>
everything appears to work, but can't SSH into the host.<br>
<br>
Google is devoid of results...<br>
<br>
<br>
<br>
Jonathan<br>
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Message: 11<br>
Date: Thu, 3 Sep 2015 14:45:55 -0400<br>
From: Ryan Huff <ryanhuff@outlook.com><br>
To: Jonathan Charles <jonvoip@gmail.com>, "cisco-voip@puck.nether.net"<br>
<cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
Message-ID: <COL130-W19BB92DA543FCDBD5CE631C5680@phx.gbl><br>
Content-Type: text/plain; charset="iso-8859-1"<br>
<br>
So this is less a CUCM error as it is actually an issue with RedHat (OS). Basically, your platform administrator account is roached (doesn't have the right permissions) and when you try to log in -SELinux is spanking you.
<br>
<br>
When you installed the patch, did you install with out a switch-version or with a switch-version? When it failed; di you reboot the cluster after the failure? Was this the publisher that is failed on?<br>
<br>
Thanks,<br>
<br>
Ryan<br>
<br>
<br>
Date: Thu, 3 Sep 2015 13:34:21 -0500<br>
From: jonvoip@gmail.com<br>
To: cisco-voip@puck.nether.net<br>
Subject: [cisco-voip] Error when SSHing into CUCM 10.5<br>
<br>
Unable to get valid context for administrator<br>
Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33<br>
Had a failed patch from 10.5.2.11900 to 12901... switched back and everything appears to work, but can't SSH into the host.<br>
Google is devoid of results...<br>
<br>
<br>
Jonathan<br>
<br>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
cisco-voip@puck.nether.net<br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a>
<br>
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<br>
Message: 12<br>
Date: Thu, 3 Sep 2015 15:02:17 -0400<br>
From: Ryan Huff <ryanhuff@outlook.com><br>
To: Jonathan Charles <jonvoip@gmail.com>, "cisco-voip@puck.nether.net"<br>
<cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
Message-ID: <COL130-W10D20C2E91F471D95F8270C5680@phx.gbl><br>
Content-Type: text/plain; charset="iso-8859-1"<br>
<br>
Also, if you are able to login into OS Administration (GUI) with the platform administrator account, but just can't SSH then you may be missing the /etc/selinux/targeted/contexts/users/sshout_u file. If you can get into the root account (had it previously enabled
before the failed patch), you can create the sshout_u file and base it off of etc/selinux/targeted/contexts/users/guest_u<br>
<br>
You may have to recover the OS though, if you can't get into root. I'd raise a TAC case and let them do it if it is a production system.<br>
<br>
*** DISCLAIMER ***<br>
<br>
I am not endorsing or recommending you to do anything I have described in this message. This is for educational purposes only.<br>
<br>
From: ryanhuff@outlook.com<br>
To: jonvoip@gmail.com; cisco-voip@puck.nether.net<br>
Date: Thu, 3 Sep 2015 14:45:55 -0400<br>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
<br>
<br>
<br>
<br>
So this is less a CUCM error as it is actually an issue with RedHat (OS). Basically, your platform administrator account is roached (doesn't have the right permissions) and when you try to log in -SELinux is spanking you.
<br>
<br>
When you installed the patch, did you install with out a switch-version or with a switch-version? When it failed; di you reboot the cluster after the failure? Was this the publisher that is failed on?<br>
<br>
Thanks,<br>
<br>
Ryan<br>
<br>
<br>
Date: Thu, 3 Sep 2015 13:34:21 -0500<br>
From: jonvoip@gmail.com<br>
To: cisco-voip@puck.nether.net<br>
Subject: [cisco-voip] Error when SSHing into CUCM 10.5<br>
<br>
Unable to get valid context for administrator<br>
Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33<br>
Had a failed patch from 10.5.2.11900 to 12901... switched back and everything appears to work, but can't SSH into the host.<br>
Google is devoid of results...<br>
<br>
<br>
Jonathan<br>
<br>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
cisco-voip@puck.nether.net<br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a>
<br>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
cisco-voip@puck.nether.net<br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a>
<br>
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<br>
Message: 13<br>
Date: Thu, 3 Sep 2015 14:42:03 -0500<br>
From: Jonathan Charles <jonvoip@gmail.com><br>
To: Ryan Huff <ryanhuff@outlook.com><br>
Cc: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
Message-ID:<br>
<CAPLPVZg9QWXX6WBwky8KF35kLaGDJnTiGR-vCRDdtbJ7SObM_Q@mail.gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
I did do the patch with a switch-version... when the box came up it cranked<br>
Java errors and locked out the CLI (you would enter one command and it<br>
would crash...)<br>
<br>
I booted off of the rescue CD and switched versions back, the server came<br>
up and worked fine... except for this...<br>
<br>
<br>
Jonathan<br>
<br>
On Thu, Sep 3, 2015 at 1:45 PM, Ryan Huff <ryanhuff@outlook.com> wrote:<br>
<br>
> So this is less a CUCM error as it is actually an issue with RedHat (OS).<br>
> Basically, your platform administrator account is roached (doesn't have the<br>
> right permissions) and when you try to log in -SELinux is spanking you.<br>
><br>
> When you installed the patch, did you install with out a switch-version or<br>
> with a switch-version? When it failed; di you reboot the cluster after the<br>
> failure? Was this the publisher that is failed on?<br>
><br>
> Thanks,<br>
><br>
> Ryan<br>
><br>
><br>
> ------------------------------<br>
> Date: Thu, 3 Sep 2015 13:34:21 -0500<br>
> From: jonvoip@gmail.com<br>
> To: cisco-voip@puck.nether.net<br>
> Subject: [cisco-voip] Error when SSHing into CUCM 10.5<br>
><br>
><br>
> Unable to get valid context for administrator<br>
> Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33<br>
><br>
> Had a failed patch from 10.5.2.11900 to 12901... switched back and<br>
> everything appears to work, but can't SSH into the host.<br>
><br>
> Google is devoid of results...<br>
><br>
><br>
><br>
> Jonathan<br>
><br>
><br>
> _______________________________________________ cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
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<br>
Message: 14<br>
Date: Thu, 3 Sep 2015 14:43:38 -0500<br>
From: Jonathan Charles <jonvoip@gmail.com><br>
To: Ryan Huff <ryanhuff@outlook.com><br>
Cc: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
Message-ID:<br>
<CAPLPVZjUaNf4mmBXZAJzFtVy_17wDMnOvJ-WQ41SuxMwu5s1=A@mail.gmail.com><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
I am able to login to the OS Admin page with that account... so I should be<br>
able to make a remote support account and get tac to fix this...<br>
<br>
Thanks!<br>
<br>
<br>
Jonathan<br>
<br>
On Thu, Sep 3, 2015 at 2:02 PM, Ryan Huff <ryanhuff@outlook.com> wrote:<br>
<br>
> Also, if you are able to login into OS Administration (GUI) with the<br>
> platform administrator account, but just can't SSH then you may be missing<br>
> the */etc/selinux/targeted/contexts/users/sshout_u* file. If you can get<br>
> into the root account (had it previously enabled before the failed patch),<br>
> you can create the sshout_u file and base it off of<br>
> *etc/selinux/targeted/contexts/users/guest_u*<br>
><br>
> You may have to recover the OS though, if you can't get into root. I'd<br>
> raise a TAC case and let them do it if it is a production system.<br>
><br>
> *** DISCLAIMER ***<br>
><br>
> I am not endorsing or recommending you to do anything I have described in<br>
> this message. This is for educational purposes only.<br>
><br>
> ------------------------------<br>
> From: ryanhuff@outlook.com<br>
> To: jonvoip@gmail.com; cisco-voip@puck.nether.net<br>
> Date: Thu, 3 Sep 2015 14:45:55 -0400<br>
> Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
><br>
><br>
> So this is less a CUCM error as it is actually an issue with RedHat (OS).<br>
> Basically, your platform administrator account is roached (doesn't have the<br>
> right permissions) and when you try to log in -SELinux is spanking you.<br>
><br>
> When you installed the patch, did you install with out a switch-version or<br>
> with a switch-version? When it failed; di you reboot the cluster after the<br>
> failure? Was this the publisher that is failed on?<br>
><br>
> Thanks,<br>
><br>
> Ryan<br>
><br>
><br>
> ------------------------------<br>
> Date: Thu, 3 Sep 2015 13:34:21 -0500<br>
> From: jonvoip@gmail.com<br>
> To: cisco-voip@puck.nether.net<br>
> Subject: [cisco-voip] Error when SSHing into CUCM 10.5<br>
><br>
> Unable to get valid context for administrator<br>
> Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33<br>
><br>
> Had a failed patch from 10.5.2.11900 to 12901... switched back and<br>
> everything appears to work, but can't SSH into the host.<br>
><br>
> Google is devoid of results...<br>
><br>
><br>
><br>
> Jonathan<br>
><br>
><br>
> _______________________________________________ cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
> _______________________________________________ cisco-voip mailing list<br>
> cisco-voip@puck.nether.net<br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
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<br>
Message: 15<br>
Date: Fri, 4 Sep 2015 12:45:32 +0000<br>
From: Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
To: Tanner Ezell <tanner.ezell@gmail.com>, Ed Leatherman<br>
<ealeatherman@gmail.com><br>
Cc: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
Message-ID:<br>
<C75AF2AD9308C246AFBDDB994E3E298347610856@PHANES.helion.local><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Thanks everyone for all the ideas. API is definitely out of my ballpark but an idea to have my programmer look into..<br>
We don?t want stuff going into other queues, so it seems my option is the only one that will work. Inelegant as it may be..<br>
<br>
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
Network Engineer<br>
Direct Voice: 443.541.1518<br>
<br>
Facebook<<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>>
| G+<<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
<br>
From: cisco-voip [<a href="mailto:cisco-voip-bounces@puck.nether.net">mailto:cisco-voip-bounces@puck.nether.net</a>] On Behalf Of Tanner Ezell<br>
Sent: Thursday, September 3, 2015 2:23 PM<br>
To: Ed Leatherman <ealeatherman@gmail.com><br>
Cc: cisco-voip@puck.nether.net<br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
<br>
You certainly could use the API to automatically adjust skills but then you'd have to write an application around that which is probably outside of most peoples' capabilities. If re-skilling is the way you want to go you could certainly leverage something like
our reselling software (screenshots follows, integrates into Jabber or can be used as a standalone web application):<br>
[cid:image001.png@01D0E6EE.0EC7E290]<br>
<br>
But that may not be the best solution for your users (re-skilling is manual and available only to supervisors). If the problem is just that periodically the queue gets too overwhelming I'd recommend overflow queuing based on a threshold (such as position or
current wait duration, note: not expected wait duration). If there are more than $x number of callers in queue or the amount of time spent waiting exceeds $x amount of time queue to a secondary queue. This would be automatic and require no manual involvement.
You could even go so far as to enable the ability to turn on or off this kind of functionality. Otherwise if the manual option is the preferred way to go something like our software above (supported on UCCX 9.0SU3 and later) or using the appadmin interface
may be the way to go.<br>
<br>
HTH<br>
<br>
Regards,<br>
Tanner Ezell<br>
<br>
On Thu, Sep 3, 2015 at 10:55 AM, Ed Leatherman <ealeatherman@gmail.com<mailto:ealeatherman@gmail.com>> wrote:<br>
I was just reading a bit about the UCCX API in 10.5 - would it be possible to have a script that periodically monitors Tier 1 queue and if certain CSQ stat reaches a threshold it modifies the minimum skill on the CSQ such that T2 folks start getting calls?
Just throwing other ideas to see what sticks, I've never used the API before :)<br>
<br>
On Thu, Sep 3, 2015 at 1:33 PM, Bill Talley <btalley@gmail.com<mailto:btalley@gmail.com>> wrote:<br>
Add the escalation queue and create a script parameter or XML file that is evaluated to determine if the escalation queue is active or not and escalate the call accordingly. The manager can activate it or deactivate it through an IVR app or ip phone service?<br>
<br>
Sent from an Apple iOS device with very tiny touchscreen input keys. Please excude my typtos.<br>
<br>
On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <MLoraditch@heliontechnologies.com<mailto:MLoraditch@heliontechnologies.com>> wrote:<br>
We only want them to get Tier 1 calls when the managers decide for them to.<br>
<br>
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
Network Engineer<br>
Direct Voice: 443.541.1518<tel:443.541.1518><br>
Facebook<<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>>
| G+<<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
<br>
From: bmeade90@gmail.com<<a href="mailto:bmeade90@gmail.com">mailto:bmeade90@gmail.com</a>> [<a href="mailto:bmeade90@gmail.com">mailto:bmeade90@gmail.com</a>] On Behalf Of Brian Meade<br>
Sent: Thursday, September 3, 2015 1:20 PM<br>
To: Matthew Loraditch <MLoraditch@heliontechnologies.com<mailto:MLoraditch@heliontechnologies.com>><br>
Cc: cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Agents Selectively Answer Queues<br>
<br>
Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1 skill? That will allow the calls to roll over automatically if everyone in Tier1 is not ready.<br>
<br>
On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <MLoraditch@heliontechnologies.com<mailto:MLoraditch@heliontechnologies.com>> wrote:<br>
We have tier 2 agents. Generally we want them to only answer their calls, but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I?ve never had this scenario before, but my only thought so far was secondary logins that will have both Tier 1
and Tier 2 skills. We do not want to queue the calls to another queue when thresholds are met nor do we want managers hot-adding skills.<br>
<br>
Am I missing any options here?<br>
<br>
Matthew G. Loraditch ? CCNP-Voice, CCNA-R&S, CCDA<br>
Network Engineer<br>
Direct Voice: 443.541.1518<tel:443.541.1518><br>
Facebook<<a href="https://www.facebook.com/heliontech?ref=hl">https://www.facebook.com/heliontech?ref=hl</a>> | Twitter<<a href="https://twitter.com/HelionTech">https://twitter.com/HelionTech</a>> | LinkedIn<<a href="https://www.linkedin.com/company/helion-technologies?trk=top_nav_home">https://www.linkedin.com/company/helion-technologies?trk=top_nav_home</a>>
| G+<<a href="https://plus.google.com/+Heliontechnologies/posts">https://plus.google.com/+Heliontechnologies/posts</a>><br>
<br>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net><br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net><br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net><br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
<br>
<br>
<br>
--<br>
Ed Leatherman<br>
<br>
_______________________________________________<br>
cisco-voip mailing list<br>
cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net><br>
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<br>
Message: 16<br>
Date: Fri, 4 Sep 2015 11:44:27 -0400<br>
From: Ryan Huff <ryanhuff@outlook.com><br>
To: Jonathan Charles <jonvoip@gmail.com><br>
Cc: "cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net><br>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
Message-ID: <COL130-W297B91EADAAA809EE3DC60C5570@phx.gbl><br>
Content-Type: text/plain; charset="iso-8859-1"<br>
<br>
Jonathan, were you able to get traction on this with TAC? Curious to see how it was resolved (if it was yet).<br>
<br>
Thanks,<br>
<br>
Ryan<br>
<br>
Date: Thu, 3 Sep 2015 14:43:38 -0500<br>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
From: jonvoip@gmail.com<br>
To: ryanhuff@outlook.com<br>
CC: cisco-voip@puck.nether.net<br>
<br>
I am able to login to the OS Admin page with that account... so I should be able to make a remote support account and get tac to fix this...<br>
Thanks!<br>
<br>
Jonathan<br>
On Thu, Sep 3, 2015 at 2:02 PM, Ryan Huff <ryanhuff@outlook.com> wrote:<br>
<br>
<br>
<br>
Also, if you are able to login into OS Administration (GUI) with the platform administrator account, but just can't SSH then you may be missing the /etc/selinux/targeted/contexts/users/sshout_u file. If you can get into the root account (had it previously enabled
before the failed patch), you can create the sshout_u file and base it off of etc/selinux/targeted/contexts/users/guest_u<br>
<br>
You may have to recover the OS though, if you can't get into root. I'd raise a TAC case and let them do it if it is a production system.<br>
<br>
*** DISCLAIMER ***<br>
<br>
I am not endorsing or recommending you to do anything I have described in this message. This is for educational purposes only.<br>
<br>
From: ryanhuff@outlook.com<br>
To: jonvoip@gmail.com; cisco-voip@puck.nether.net<br>
Date: Thu, 3 Sep 2015 14:45:55 -0400<br>
Subject: Re: [cisco-voip] Error when SSHing into CUCM 10.5<br>
<br>
<br>
<br>
<br>
So this is less a CUCM error as it is actually an issue with RedHat (OS). Basically, your platform administrator account is roached (doesn't have the right permissions) and when you try to log in -SELinux is spanking you.
<br>
<br>
When you installed the patch, did you install with out a switch-version or with a switch-version? When it failed; di you reboot the cluster after the failure? Was this the publisher that is failed on?<br>
<br>
Thanks,<br>
<br>
Ryan<br>
<br>
<br>
Date: Thu, 3 Sep 2015 13:34:21 -0500<br>
From: jonvoip@gmail.com<br>
To: cisco-voip@puck.nether.net<br>
Subject: [cisco-voip] Error when SSHing into CUCM 10.5<br>
<br>
Unable to get valid context for administrator<br>
Last login: Thu Sep 3 11:09:07 2015 from 10.10.55.33<br>
Had a failed patch from 10.5.2.11900 to 12901... switched back and everything appears to work, but can't SSH into the host.<br>
Google is devoid of results...<br>
<br>
<br>
Jonathan<br>
<br>
<br>
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