Automatic Available vs Automatic Work

Automatic Work setting is at the CSQ level (Or at Agent Based Routing settings level) (Default Disabled).

Automatic Available setting is available for each agent. (Default Enabled)

Default settings make the agent go to Ready status immediately.

Automatic Work Settings override Automatic available setting set at agent level, when Automatic work is enabled.  No matter what the Automatic available setting is, if Automatic Work is set to enabled, agent goes into Work state after terminating the call. The length of the time he/she will be in Work state is determined by the Wrapup time period. (Upto 7200 seconds)

If Automatic Work is disabled, and Automatic available enabled under that agent, the agent is pushed to Ready status after the call

If Automatic Work is disabled, and Automatic available disabled under the agent,  the agent is pushed to Not-ready status after the call.

Agent based routing

a. Use GetUser step to create a User object from a userid or extension. Store the result in a User variable called studentagent.

b. Use SelectResourcestep and change Routing target type to Resource. Specify Resource Target as studentagent. Set the timeout to a value < Call Forward No answer timeout set for the agent’s phone in Callmanager. One ring is 4 seconds.

c. With agent based routing, you route the call to a specific agent. Say caller calls into IPCC and selects option 1, the call is routed to agent1. Caller selects option 2, call is routed to agent 2 and so on and so forth.

** No matter how many agents are available (Ready status), call will be routed only to the particular agent specified in the script.

** With agent based routing, if the agent doesnt pickup the call, the agent is set to not-ready state and even if he logs back into the queue, call is not routed back to the  specified agent. So there is no point in putting a queueloop inside the Failed step.

** Agent based routing has separate Wrapup time and Automatic Work settings compared to  the CSQ. No matter what you set at the CSQ level, it doesnt affect the agents behaviour after he terminates the call. To force the agent to work state when doing Agent based routing, go under RmCm->Agent Based Routing settings -> set the Automatic Work to enabled and Wrapup time to X number of seconds.

**

IPCC High Availability

When you install two IPCC servers the following considerations hold true:

 a. The first server you activate (CRS Engine and/or Datastore services) will become the active CRS box.

 b. The second server you activate (CRS Engine) will become the standby box for the active CRS engine.

 c. The second server you activate (Datastore engine) will become the standby box for the active Datastore engine. (Agent, Historical etc).

 d. When you create a jtapi user in the active box (first server in your cluster), the user name that is created in Callmanager is “jtapi_1″ the one signifying that its the jtapi user for the first CRS server. When you install the second CRS server, it will create another jtapi user named “jtapi_2″.

 e. The second server that you install will use the administrator username / password of the first box during the initial server setup. You should not use Administrator / ciscocisco password.

 f. If the active box has a jtapi group with 20 CTI ports ranging from 3201 to 3220, when you initialize the standby box, it will automatically create 20 more CTI ports from 3221 to 3240. 

 g. JTAPI groups that are created in IPCC coressponds to CTI ports created in Callmanager. The ports in Callmanager that belong to the active CRS box will have a description (if you leave it at defaults) as JTAPI Group #0 – 1. The ports that belong to the standby CRS box will have a description JTAPI Group #0 – 2

How to speed up CTI port addition process on IPCCX?

When you add CTI ports via IPCCX admin, it uses AXL to add into CCM database.

The service parameter “Maximum AXL Writes Allowed per Minute” determines how soon it can add to the database. By default it is 20. Give a higher value to speed up this process.

IPCCX – provisioning CTI port and Media termination groups

CTI ports take only 1 ms to reinitialize (ie, to get back to operation after a call is disconnected), but CMT groups will take upto 200 ms to reinitialize. IPCCX will not answer calls if there are no CMT ports available. So make sure you provision 10% more CMT ports than CTI ports.

Scripting – Terminate step

Always use the TERMINATE step before the END ste. Otherwise, the system will play "I am sorry, we are experiencing system problemsl" before hanging up.

Scripting – Call redirect step

In the Call Redirect step, you can either reset the Called number to the configured destination or Preserve the original called number.
If its set to reset the Called number, the destination will receive the called number as the newly configured number in the Call Redirect Step

If its set to Preserve the Called number, the destination will receive the called number as the CTI route point that was originally called to reach the script in IPCC.

Call redirect does a blind tranfer to the configured destination. 

Scripting – Interaction with Call forward no answer timer

Select Resource step timeout should be less than the Callforward no answer timer. If not, then when a call is routed to an agent and Callmanager tries to forward the call, IPCC Express will pull the callback and the call will be send to the Queued or Failed step.

Scripting – Select resource Vs Connect step

Select resource will select a resource try to connect the call to the resource and if the resource does not answer will pull the call back and add it to the queue.

Connect step will use the resource identified in the Select resource step and will try to connect the call to that resource. If the resource does not answer the call, then the call will be pulled back and follow the Failed step.

Before you can use the Connect step, set the Connect Radio button in Select resource to "No"

Use the Connect step if you want to pull back a call that was not answerd by the agent and send the call to somewhere else other than to the queue.

Changing IP Address – registry settings

1. Use CRS Serviceability Utility to change IP address

2. Change the IP Address in the following registry keys — IOR Hostname, LDAP Host 1

IP phone agent service

Univercd > Customer Contact Software > IPCC Express and IP IVR > CRS 4.0(x) > English > Documentation for Cisco IP Agents > Cisco CAD Installation Guide 6.1

http://192.168.252.44:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp

IPCCX – Agent state settings

1. System > System Parameters Configuration > Agent State after Ring No Answer

2. Subsystem > RmCm > Contact Service Queue > Automatic Work

3. Subsystem > RmCm > Resources > Automatic Available

IPCCX – How to change LDAP Directory Manager password

Use "CRS Serviceability Utility"

CCM User – CTI Application use vs CTI Super Provider

When CTI Application use is checked, the user can control the devices associated to that user.

When CTI Super Provider is checked, the user can control all CTI ports, CTI Route Points and IP Phones.