Scenario#52 – Finesse Agent Call drop on Hold (UCCE)

I came across a situation for a multinational client who has a complex UCCE setup with four clusters worldwide with separate CUCM, ICM, CVP, PGs, etc. They also have a complex call flow where customers in North America for some queues are served by agents in the Asia Pacific who are logged in on theContinue reading “Scenario#52 – Finesse Agent Call drop on Hold (UCCE)”

Scenario#51 – Unity Toll Fraud

The other day one of our key customer logged a priority incident with regards to a Toll Fraud. Their Carrier alerted them for possible malicious calls originating from their main ISDN number going to The Bahamas. At First I thought this has something to do with their Expressways so I checked Call logs and EventsContinue reading “Scenario#51 – Unity Toll Fraud”

Scenario#50 – Cisco MRA: Jabber cannot connect Softphone mode over Expressway

Due to COVID-19 and the global pandemic situation more and more people are working from home and are coming across different challenges. Many of them who use to work from a corporate location are coming across issues that they never faced before. I worked on such a case recently where a user was having aContinue reading “Scenario#50 – Cisco MRA: Jabber cannot connect Softphone mode over Expressway”

Scenario#49 – UCCX: Call gets System Error message on IVR

I was looking at an issue a few days back where a customer complained that when they are selecting a particular IVR option the call gets connected to Music on Hold and then before it gets transferred to an Agent the caller hears “Sorry we are experiencing system problems……” the famous CCX default message whenContinue reading “Scenario#49 – UCCX: Call gets System Error message on IVR”

UCCX: Converting Audio Prompt

You have been asked by your customer to update a menu prompt or insert a Holiday message to the script and they provided you with an audio WAV file or an MP3 file recorded either using Windows Recording application or any other application for that matter. Most often than not the file provided you willContinue reading “UCCX: Converting Audio Prompt”

Scenario#47 – Jabber users see ‘offline’ status after logging in

I came across an issue for a client where few of their users would login to Jabber (ver 10.5) and see their presence status as ‘offline’. They won’t be able to change it as well. Other Jabber users will also see them as ‘offline’ even though they are logged in and should be online. ThatContinue reading “Scenario#47 – Jabber users see ‘offline’ status after logging in”

To access Jabber-config.xml

If you want to check what has been configured on a Jabber-config.xml then you need to go to CLI of CUCM and execute this command to display its contents: admin:file view tftp jabber-config.xml <?xml version=”1.0″ encoding=”utf-8″?> <config version=”1.0″> <CUCM> <PhoneService_UseCredentialsFrom>presence</PhoneService_UseCredentialsFrom> </CUCM> <Directory> <BusinessPhone>ipPhone</BusinessPhone> <OtherPhone>telephoneNumber</OtherPhone> <BaseFilter>(&amp;(objectclass=user)(!(objectclass=Computer))(!(UserAccountControl:1.2.840.113556.1.4.803:=2)))</BaseFilter> </Directory> <Policies> <File_Transfer_Enabled>false</File_Transfer_Enabled> </Policies> </config> end of the file reachedContinue reading “To access Jabber-config.xml”

Selecting a Vendor to Replace Cisco Attendant Console

Since Cisco Unified Attendant Console has reached its end of life, clients are offered several alternatives from Cisco Solution Partners. This article will help you to make the rights choice. Directory and Basic Call Control Features If a Cisco IP phone is one of your main business tools you need the most convenient interface to:Continue reading “Selecting a Vendor to Replace Cisco Attendant Console”