UCCX 10.6 Notes

Miscellaneous UCCX v10.6 notes: 

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Calling Search Space for Redirect on your triggers by default is set to Default.  This means that UCCX will route calls through the application and script called by the trigger with the caller's CSS, not the trigger's CSS.  If your caller is not capable of reaching the agents or other destinations defined in the application and script directly your call will be rejected.  This is typically not an issue but where you might have PLARs set up with very restricted CSSs, sending the PLAR to a UCCX trigger may fail.  This can be modified per trigger on at least UCCX 8.5 and beyond.  See bug CSCso91760 at  https://bst.cloudapps.cisco.com/bugsearch/bug/ 20CSCso91760 for more redirect information.  See http://webmaxtor.blogspot.com/2011/05/cucm-ring-down-phone.html regarding basic SCCP PLAR setup.

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Finesse log in usernames are still case sensitive at this time. If MS AD says your username is jAnE123, you need to log into Finesse as jAnE123.


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To enable support for the Finesse browser based client:
at CLI, run utils uccx finesse activate 
This needs to be run on both master and secondary HA nodes and both servers need to be rebooted

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To verify Finesse master node and health:
https://<IP of Master node>:8445/finesse/api/SystemInfo 

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To access Finesse client:
https://<IP of Master node>:8445/desktop/ 

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The default Finesse agent client on UCCX 10.6 includes an Agent CSQ Statistics Report and an Agent Team Summary Report.  If an agent is assigned to a team (could even be the default team) and there is no CSQ associated with the team, the user will see "Error processing report. Refresh page or contact administrator."  Add CSQs to your teams.  Here's a before and after screenshot:

Broken link to Agent CSQ Statistics Report:

Default Finesse agent page with working Agent CSQ Statistics Report

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The default Finesse agent client on UCCX 10.6 includes an Agent CSQ Statistics Report. Your resources / agents must on a team that is assigned a CSQ to see the CSQ statistics. An agent may have a skill that allows them to take a call for a CSQ but they may still not be able to see the CSQ statistics in the Agent CSQ Statistics Report. If an agent has a skill that allows them to take a call for a CSQ, but they are on a team that is not assigned that skill, the user will see "Error processing report.. Refresh page or contact administrator." Again, add CSQs to your teams.

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VOIP Monitor Subsystem in PARTIAL SERVICE
A search of Cisco documentation will point you here: http://docwiki.cisco.com/wiki/VOIP_Monitor_Subsystem_is_in_partial_service_or_OOS but the issue in my case was a bit more devious.  After removing a HA UCCX server from the cluster (long story...) the second server remained an option as a VoIP Monitor Service and Recording and Playback Service.

From UCCX Desktop Administrator you can choose "Remove VoIP/Recording and Playback" link, select the associated server and hit Remove.  I found at that point I still needed to restart the UCCX Engine to return it to FULL SERVICE.

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Cisco Tomcat has a maximum inactivity timeout ouf 14400 seconds.  If you are intending on using CUIC as a wallboard, note you will be required to restart the CUIC instance if there is no activity in your call center for 4 hours (i.e. overnight, closed hours, etc.).

You can find some background here:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCun28885
https://supportforums.cisco.com/discussion/12538621/uccx-cuic-dashboard-timeout
https://supportforums.cisco.com/discussion/12934891/uccx-tomcat-session-timeout-values-can-not-be-updated-cscun28885

You can find my dirty workaround here:
http://webmaxtor.blogspot.com/2016/03/using-cisco-uccx-cuic-as-wallboard-and.html

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If you are creating custom desktop layouts for teams in Finesse and your administrator account is also assigned to that team, that account will be locked out of the Finesse administrator.  Make sure you have an administrator account that is not assigned to a team before customizing Finesse layouts.

See bug CSCur71176.

It looks like this when you hit it:

Creepy!

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Finesse sample gadgets for older versions can be found at https://developer.cisco.com/site/finesse/archive/.  There are changes in both the XML and javascript unique to each version.  A nice write up on the same can be found here: https://communities.cisco.com/community/developer/finesse/blog/2016/03/16/how-to-convert-your-existing-1051-custom-gadget-to-work-with-1061-or-1101

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The initial Finesse gadget heights can be set using
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The tab name in the WorkFlowScreenPop sample gadget is defined by the Window Name in the Workflow action found in Finesse administration.  You won't find it as-is in the gadget code.

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