« Back to Unified Contact Center Express CTI (UCCXCTI)

RE: OPEN_CONF showing agent ID, extension and password blank

Combination View Flat View Tree View
Threads [ Previous | Next ]
toggle
OPEN_CONF showing agent ID, extension and password blank
Answer
10/5/12 10:31 AM
Hi all,
I know that this forum has been dormant for a long time but this is a very urgent issue and needs to be resolved quickly.
When i get an open_conf message the Agent_ID, extension and password fields are blank. However in subsequent messages, I am able to change the state of the agent and make and answer calls from that agent's extension. 
Also The Cisco Supervisor desktop doesnt show any information regarding this agent. His name, current state, nothing. Albeit, it recognizes that AN agent has logged in and shuffles between ready and not ready. But Thats it. It doesnt show any information regarding the agent.
Is there a method by which Cisco Supervisor Desktop can access data from UCCX server without my agent being logged in to CAD, but rather, logged in via my CTI application.
please revert back to me kindly. emoticon
Flag

RE: OPEN_CONF showing agent ID, extension and password blank
Answer
10/5/12 9:44 PM as a reply to Achal Gupta.
I'm reasonably sure (given other messages on this forum in the recent past) that the Cisco Supervisor Desktop and Agent Desktop have an enecrypted channel (which is undocumented) by which they communicate with each other that is outside the UCCX CTI. If you are writing your own agent desktop using the UCCX CTI it cannot integrate with the Cisco components - you must convert all of your agents to your agent desktop and write your own supervisor desktop to have complete integration.
 
This is also why there is no CTI component that is able to retrieve chat events from the Cisco Supervisor Desktop (amongst other things).
 
HTH.
 
B.
Flag

RE: New Message from Achal Gupta in Unified Contact Center Express CTI (UCC
Answer
10/8/12 2:12 PM as a reply to Achal Gupta.
The Cisco Supervisor desktop uses an internal protocol to handle the agents logged in with Cisco Agent Desktop. Custom UCCX CTI agent applications are not seen by the Cisco Supervisor desktop.
Flag

RE: OPEN_CONF showing agent ID, extension and password blank
Answer
10/9/12 6:30 AM as a reply to David Lender.
@David: Yeah Thanks! That doubt has been cleared. It seems that i would have to build my custom Supervisor Desktop to support my Agent Desktop.

But my doubt on OPEN_CONF still remains

And in SET_AGENT_STATE_REQ: Are the event reason code and the Agent state same??7 What does the event reason code actually mean?
Flag

RE: New Message from Achal Gupta in Unified Contact Center Express CTI (UCC
Answer
10/9/12 2:23 PM as a reply to Achal Gupta.
Reason codes for agent state change are in table 10-15 of the UCCX CTI Developer Guide.
Flag

RE: New Message from Achal Gupta in Unified Contact Center Express CTI (UCC
Answer
10/10/12 5:42 AM as a reply to David Lender.
David Lender:
Reason codes for agent state change are in table 10-15 of the UCCX CTI Developer Guide.

Yeah, I have already checked it out. thats why the query. This is an extract from UCCX CTI Developer Guide Release  8.0 September 10:
 
Agent State: One of the values from representing the desired state of the associated agent (see Table 5-1).
"This is going to be one of the message values corresponding to the state which we want to SET.

EventReasonCode: A Unified CCX code indicating the reason for the agent state change (see Table 5-1).
 "Both the tables are same. I don't understand the concept of "reason for state change". For example if I want to set the agent state as "Ready", What is the reason? 

Thanks.
Flag

RE: New Message from Achal Gupta in Unified Contact Center Express CTI (UCC
Answer
10/10/12 1:56 PM as a reply to Achal Gupta.
The agent state values are in table 5-1. event reason code are not in table 5-1, they are in table 10-19 from UCCX CTI Dev Guide 9.0 dated July 2012
Flag

RE: OPEN_CONF showing agent ID, extension and password blank
Answer
11/23/12 7:00 AM as a reply to David Lender.
Hi David,
Thank you for patiently answering all our queries. All my doubts regarding UCCX have been cleared and I am almost at the end of integrating UCCX with SalesForce.com. however one thing still pesters me. OPEN_CONF showing the agent id, password and extension blank. Can you please clear this doubt. emoticon
Flag

RE: New Message from Achal Gupta in Unified Contact Center Express CTI (UCC
Answer
11/26/12 3:34 PM as a reply to Achal Gupta.
You don’t get agentid pwd and extension until the agent is logged in.
Flag

RE: OPEN_CONF showing agent ID, extension and password blank
Answer
12/12/12 11:48 PM as a reply to Achal Gupta.
Were you able to resolve your issue. The reason I ask is becasue I am planning to use this sample code as the basis for my CTI App. A couple of companies who used to provide a CTI SDK for UCCX 7 do not plan on supporting it for UCCX 9. So I am kind of scared with UCCX and CTI. Would you be able to provide any details if its still worth persuing this CTI library provided by CISCO or it safer to use Jabber SDK.
Achal Gupta:
Hi all,
I know that this forum has been dormant for a long time but this is a very urgent issue and needs to be resolved quickly.
When i get an open_conf message the Agent_ID, extension and password fields are blank. However in subsequent messages, I am able to change the state of the agent and make and answer calls from that agent's extension. 
Also The Cisco Supervisor desktop doesnt show any information regarding this agent. His name, current state, nothing. Albeit, it recognizes that AN agent has logged in and shuffles between ready and not ready. But Thats it. It doesnt show any information regarding the agent.
Is there a method by which Cisco Supervisor Desktop can access data from UCCX server without my agent being logged in to CAD, but rather, logged in via my CTI application.
please revert back to me kindly.
Flag