UCCX Holiday Script

When you create a UCCX script you have functions for time of day and day of week, but there is no function for holidays.
However you can use an XML file with dates to perform a check against current date to determine if it’s a holiday or not.

It works by first checking current date, then comparing that to the dates in the XML file. If there is no match you can just call your normal script for regular days.

If there is a match, it will check the “tag” to the right of the date, for example Holiday or Halfday. Depending on the match you can trigger another script or play a prompt or whatever you want to do.

My sample script triggers a main script if no matches found. If a match is found with tag “Halfday” it performs a time of day and then triggers the main script to route to agents.

If a match if found but it’s not the tag “Halfday” I assume it’s a holiday and just play a prompt.

Modify the dates according to your needs and save it as Holidays.xml and then upload it as a document to the UCCX.

Note that the date format is day/month/year, you can change it in both the script and the XML document.

<?xml version=”1.0″ encoding=”ISO-8859-1″?>
<Holidays>
  <Holiday Date=”1/1/2012″>Holiday</Holiday>
  <Holiday Date=”3/1/2012″>Halfday</Holiday>
  <Holiday Date=”6/1/2012″>Holiday</Holiday>
  <Holiday Date=”5/4/2012″>Halfday</Holiday>
  <Holiday Date=”6/4/2012″>Holiday</Holiday>
  <Holiday Date=”8/4/2012″>Holiday</Holiday>
  <Holiday Date=”9/4/2012″>Holiday</Holiday>
  <Holiday Date=”30/4/2012″>Halfday</Holiday>
  <Holiday Date=”1/5/2012″>Holiday</Holiday>
  <Holiday Date=”17/5/2012″>Holiday</Holiday>
  <Holiday Date=”27/5/2012″>Holiday</Holiday>
  <Holiday Date=”6/6/2012″>Holiday</Holiday>
  <Holiday Date=”23/6/2012″>Holiday</Holiday>
  <Holiday Date=”6/4/2012″>Holiday</Holiday>
  <Holiday Date=”3/11/2012″>Halfday</Holiday>
  <Holiday Date=”25/12/2012″>Holiday</Holiday>
  <Holiday Date=”26/12/2012″>Holiday</Holiday>
</Holidays>

Rename the file to Holiday_Check.aef
Holiday_Check

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UCCX 8.5 CAD/CSD Call Recording and Silent Monitoring

There are two types of call recording in the UCCX.

1. Via the traditional VoIP monitor Service: captures packets directly from an IP network switch via the switch’s Switched Port Analyzer (SPAN) configuration.

Cisco Unified CCX does not support using a second NIC for SPAN-Based VoIP monitor. As a result, switches that do not allow the destination port of a SPAN configuration to act as a normal network connection cannot be used to perform VoIP monitor.

2. Via the Cisco Agent Desktop, also known as Endpoint monitoring or the Desktop Monitoring Service: The agent’s IP phone repeats RTP packets to the agent’s PC. When a supervisor wants to monitor/record the agent, the supervisor application sends a message to the agent desktop to forward the RTP packets to the supervisor, who can then monitor the agent/caller conversation via the sound card on his or her PC. This method requires the agent to use the Cisco Agent Desktop (not the IP Phone Agent) and a phone that supports desktop monitoring.

Enhanced or Premium license is required for call recording.

Here’s how you configure Endpoint/Desktop Monitoring Service:

1. Connect the PC running CAD to the computer port on the IP Phone.

2. Enable SPAN to PC port on the Agents IP Phone.
Device -> Phone

3. Disable G722 codec.
System-> Enterprise Parameters

4. Set the recording count on the UCCX.
System-> System Parameters

5. Ensure that monitoring and recording services are started.
Unified CCX Serviceability-> Tools-> Control Center – Network Services

6. Add start and stop recording buttons in CAD using the Cisco Desktop Work Flow Administrator.
Work Flow Groups-> X-> CAD Agent-> User Interface-> Toolbar-> Task X-> Add -> Utility Action -> New

7. Add the Workflow created in the previous step to the Agents.
Cisco Desktop Administrator-> Personnel-> Agents

8. Assign VoIP Monitoring Device to the Agents.
Cisco Desktop Administrator-> Service Configuration-> Multiline, Monitoring & Recording-> VoIP Monitoring Device

9. You can configure monitor/recording notification, Supervisor Barge In/Intercept etc under:
Cisco Desktop Administrator-> Service Configuration-> Multiline, Monitoring & Recording-> Display Settings

10. Install CAD on the Agent PC.

11. Goto C:\Program Files\Cisco\Desktop\bin\PostInstall.exe

Click OK at the first screen showing the UCCX server(s). Click on VoIP Monitoring Service and  select the IP address of the NIC that’s connected to the IP phone.

12. If you are running tagged voice VLAN your NIC must be able to handle tagged frames. Most newer NICs supports this but you might have to enable it in Windows.
Settings menu for the NIC-> Advanced-> Priority and VLAN enabled.
List of tested NICs:
http://www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements0900aecd800e3149.pdf 

The Agent recordings are saved on the UCCX Server and only the Supervisor can listen to them from the CSD. Recordings are saved for 7 days, you can also mark them as extended and save them for 30 days.

Don’t forget to open the correct ports if you have a firewall.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851pug.pdf

SRND
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf