Thursday, June 17, 2010

Send caller directly to Unity voicemail greeting from CUCM

A well documented tip, rehashed here:

Using CUCM / Unity, how to send a caller directly to a voicemail box?

Assuming you have 4 digit extensions:

1. Create a voicemail profile in CUCM with a mask XXXX, and the pilot of the appropriate voicemail system.

2. Create a CTI Route Point.

3. Make the CTI Route Point DN extension #XXXX (or *XXXX, 37XXXX, etc.).

4. On the CTI Route Point DN, use the voicemail profile you just created.

5. Forward the CTI Route Point DN CFA to voicemail.

Dial #1234 and you will hear 1234's greeting.

Tuesday, June 08, 2010

Remove a UCCX agent after removal from CUCM

Here's a nice new feature in version 7 that avoids some previous confusion about deleting agents...

Remove a UCCX agent after removal from CUCM
From the version 7 admin guide:

When Unified CCX detects that the agent no longer exists in Unified CM, it does not automatically delete that agent from the Unified CCX database. Instead, the Unified CCX Resources page displays a new link called Inactive Agents. When you click this link, Unified CCX displays a list of agents deleted from Unified CM but still existing in the Unified CCX database. In this case, select the agents to delete from Unified CCX by checking the check box next to the required agent (or select all agents for deletion by clicking Check All). Then click Delete to remove the selected agents from the Unified CCX database. Unless you follow this procedure, agents deleted in Unified CM will continue to appear in the agents list in the Unified CCX Resources page, but they will not be able to log in as the Unified CM authentication will not be successful

UCCX agent doesn't appear in CSD

Ran into a situation after an upgrade to UCCX 7 sr 4, where an agent on a particular team was not visible to the supervisor in CSD. Call flow was not affected.

Manual synchronization techniques

If you are running UCCX 7.0(1) SR4 and after performed a change under the team configuration its not been reflect in the supervisor application, the root cause of this could be the following DDTs CSCtd46752 and a manual synchronization comes handy, this process does not affect your call procesing or any other services of your UCCX. Here are the steps to go through the process.

1. If necessary open a RDP or VNC connection towards the UCCX server. (UCCX IP address)
2. In the CDA go to "Desktop Administrator" menu and select the option for "Site A"
3. The new window will request for a username and password. Default values are username "admin" and live the password as blank.
4. Go over the personnel menu and confirm if your agents appear under the correct team
5. If a mis-synchronization occurs between your AppAdmin configuration and what your output displays; we need to perform a manual synchronization to update the team information. In order to accomplish this please go over "Services Configuration" - "Synchronize Directory Services" and click over "Manual Synchronization of Directory Services".
6. After the process has ended please go over the personnel menu and confirm if the synchronization succeed.

Restart service
If that doesn't work, you can restart the 'Cisco Desktop Sync Service' - if you do this from Control Centre in appadmin then it shouldn't cause a failover or outage. Often the sync stops, so what you configure in Cisco-land (appadmin) doesn't make it's way over to Calabrio-land (CAD etc).

See CSCtd46752 Bug Details for details:
Issue is seen after the UCCX 7.0(1) is upgraded to SR 4
Changing agent TEAM successfully maps the agent to the new team in APPADMIN page but in Cisco desktop ADMIN the TEAM of that agent shows as "DEFAULT" instead of the new Team.

At this time, the bug is unresolved.