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New Member

Re-Skilling Feature in IPCC Enterprise 7.0

Does anyone have the re-skilling feature working in IPCC Ent. 7.0? I have run the set-up, but when I put in the url to get to the re-skill page, I get an error, cannot find page. Any suggestions?

23 REPLIES
Silver

Re: Re-Skilling Feature in IPCC Enterprise 7.0

I have no problems with the re-skilling feature. It works fine. Maybe, you are facing some config issues.

New Member

Re: Re-Skilling Feature in IPCC Enterprise 7.0

But it is a check box. What is there to configure? Was your install a System IPCC, or an IPCC Enterprise install?

The documentation says it is supported in both. Mine was an Enterprise install.

New Member

Re: Re-Skilling Feature in IPCC Enterprise 7.0

I ran into this same problem, but adignan had the answer. It turns out that the documented url is incorrect. You need to go to "https:///uiroot".

This worked right away at our site.

Re: Re-Skilling Feature in IPCC Enterprise 7.0

hi,

I did the same of your guide but i still can not open this reskill page.

Please help me.

Thanh

Green

Re: Re-Skilling Feature in IPCC Enterprise 7.0

The way this is implemented is the application server is Tomcat and you reach it through the IIS redirector.

You can validate parts of the install by going directly to the Tomcat server. Follow along.

Assume your AW is installed at 192.168.0.2

So http://192.168.0.2:8080 should show the home page for Apache Tomcat. Does this work for you? If so, Apache is installed.

http://192.168.0.2:8080/uiroot should show the Dynamic Reskilling site. If so, then the Cisco web site was built correctly.

http://192.168.0.2 should say "Directory Listing Denied - This Virtual Directory does not allow contents to be listed." This is expected as IIS normally does not allow directory listing.

http://192.168.0.2/uiroot should say "The page must be viewed over a secure channel"

Now if https://192.168.0.2/uiroot displays a page that says "The page cannot be displayed. The page you are looking for is currently unavailable. The Web site might be experiencing technical difficulties, or you may need to adjust your browser settings." look down the bottom of this page. See where it talks about Security?

The security needs TSL 1.0.

On your browser, set:

Internet Options - Advanced - Security - Use TLS 1.0

Try to work through the steps I have listed and report back. The last setting is the most common error.

Regards,

Geoff

Re: Re-Skilling Feature in IPCC Enterprise 7.0

What version of 7? There was a bug in earlier version where a service kept crashing... can't remember the name of the service now, but check the AW/HDS event viewer and you should see numerous crashes.

david

Green

Re: Re-Skilling Feature in IPCC Enterprise 7.0

David,

There are no problems with the 7.2(x) series.

The application server is Apache Tomcat. This can be engaged as a service. If this service was stopping and restarting, the Event Viewer entries would be under "Apache Tomcat".

Regards,

Geoff

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Thanks for the clarification, I couldn't remember what flavor of UCCE had the original problem, but I'm pretty sure it was the 7.1 series.

david

Re: Re-Skilling Feature in IPCC Enterprise 7.0

I found this page when i tried to open.

https://172.16.3.133/uiroot displays a page that says "The page cannot be displayed. "

The webview install on the same server is working fine. But I still can not open this page.

and I have a question about this reskilling. If i have more than 1 instance per AW server. Can I have the supervisor account for each instance to log in this reskilling page. I mean supervisor for instance 1 can only reskill for agent in instance 1....

Green

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Did you investigate the different checks I supplied above. How many of them worked?

Regards,

Geoff

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Hi Geoff,

Yes, i have tried with what you recommended but I still can not open the reskill page.

I have tried to reinstall the distributor but it still can not.

Green

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Which of the steps I provided worked for you?

Regards,

Geoff

New Member

Re: Re-Skilling Feature in IPCC Enterprise 7.0

You can only run 1 cms - node per hardware. So it's not possible to run reskilling for more than one instance on one server.

New Member

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Will this work in UCCX 7.0 also? I need the supervisors to be able to re-skill agents without having access to the appadmin pages. Thanks.

Green

Re: Re-Skilling Feature in IPCC Enterprise 7.0

No. It is an Enterprise tool.

Regards,

Geoff

New Member

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Figures. Thanks for the reply. If anyone else is looking for information on how to give Supervisors the ability to re-skill agents without admin access to your server here are some things that I couldn't find anywhere but was able to figure out on my own.

The Supervisors can be granted access to change skills using their CSD credentials in the AppAdmin interface. You have to log into AppAdmin as an administrator and Click on "System" then "System Parameters". Change the field next to Supervisor Access to "Access to all Teams" or "Access to Supervisor Teams Only".

Then you can give out the AppAdmin link to your Supervisors who can log in with their own Supervisor credentials and change skills, view reports, etc.

Green

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Good research. Thanks.

Regards,

Geoff

New Member

Re: Re-Skilling Feature in IPCC Enterprise 7.0

If i understand, This problem may have two causes, the first one is that TLS 1.0 features on your web browser is not enabled, the seco

nd posible cause may be the Apache Tomcat service on the server, be sure to start it from the windows services.

If still the same issue, hope this helps.

Re: Re-Skilling Feature in IPCC Enterprise 7.0

My webpage TLS is checked all options, server's Tomcat service is running. When I put http://172.16.3.133/reskill

the address auto change to http://172.16.3.133/uiroot/default/ipccAdmin/loginSupervisor.jsp

put nothing display on my browser. I use IE 6.

Please help me on this, because I have customer run ICM Enterprise 7.5, this page works fine with version 7.5.

New Member

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Some questions to think about

Is it all blank, or there is an error telling you that the page cannot display?

have you tryied https://ipaddress/uiroot ?

Tests i've placed works fine on 7.2(x) and 7.5(x) my guess is that something is missing on 7.0(x).

Another important thing, i've downgraded my lab from 7.2 to 7.0 and i can't check the supervisor reskilling option. Kind of weird :S

Regards,

Claudio.

Re: Re-Skilling Feature in IPCC Enterprise 7.0

It says "This page must be viewed over secure channel"

but when i put https in URL, it says the page can not display.

This page can not display also

https://ipaddress/uiroot

I use ICME 7.2(7)

New Member

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Doan,

Be sure tu have TLS 1.0 selected on you internet options (Tools> Internet Options> Advanced).

Even beyond, take a double check on the ssl settings as shown on the attached picture.

Regards,

Claudio.

Re: Re-Skilling Feature in IPCC Enterprise 7.0

Yes, my browser has the same setting. But don't know why still can

not open the reskill page.

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