We are working with a 3rd party vendor to integrate our Contact Center with a new CRM system. We are attempting to deploy screen pops and several features offered by the "campaigns". The Altitude system utilizes a agent software package that will offer the screen pops, etc. From what they have said the CAD agent will not be needed and their agent software will replace it, but the UCCX will still control the calls to the correct agents based on the skill list in the UCCX configuration. From the UCCX system we don't see the agent logged in via the uCI agent, only when CAD is used. Has anyone worked with this type of integration and is even possible to utilize a 3rd party desktop with cisco UCCX?
well, yes, UCCX offers the CTI SDK, but it looks like that Altitude does not use that. It uses the configuration information from UCCX, though, sort of replicating or simulating what's in there.
With the UCCX CTI SDK, you can perform all agent state related actions, like Login, Not Ready etc so if a piece of software (including Cisco CAD) uses it, UCCX will see the agent in Logged In, Not Ready, etc.
Thanks for the relpy, the only integration that has been performed is from the CallManagers to the Altitude servers via TSP. There has been a user created for CTI integration, would this be responsible to allowing the uAgent to interact with UCCX? Sorry to ask other questions, I just want to make sure that from a Cisco side we know what is needed for this to work. The last thing I want to do is brake call flow into our production enviroment.
A CTI user is not required for UCCX CTI interactions. It sounds like they are using call control (TAPI) instead of UCCX CTI.
We have call control working with 3rd party application. uAgent software can control the agents phone and place calls. The integration references the ACD CTI servers and you can select UCCX as the integration type. When the agent logs into the uAgent product I would expect that we should also see them as a logged resource on the UCCX? The way it has been portrays is that the UCCX server will continue to have the call in it queue and route the call appropriately based on resource/skill configuration in the UCCX. We are running UCCX 7.0(1)SR05, does this support CTI integration from a CRM?
It's hard to say for certain, I'm not familiar with the product. But to determine definitively, have an agent login using the 'uAgent' product and check the real-time reports applet on the UCCX to see if they show as logged in.
I have done that and I don't see them. I think that is the major peice. I have ran wireshark on the "Assistance" server, which the uAgent talks to, and I don't see any traffic going to the UCCX servers. The log files show the following:
"CUCC Thread cannot connect to Cisco UCC..." , which not very helpful. I have not heard back from 3rd party since I let them know that I didn't see any traffic. Anyone have any suggestions on traces that I can turn on in UCCX to see if there are any logs or any information?
If you're not seeing the agents in the real-time reporting applet (not Cisco Supervisor Desktop) then they are not being logged into the system as an agent. Would you have some time to discuss offline?
I was looking for information about integration between Cisco and Altitude and I saw your comments, its help a lot but I have some doubt if could you help...
I configured a TAPI Server with TSP and a application user to integrate Altitude uci with Call Manager.
I can control phone with front end, I can see on RTMT on CTI Search my phone and TAPI Application, but I can´t use predictive dialer.
I found a information that I need configureCisco CTI port as virtual extention and use this virtual device to do predictive call when call is active it´s is forwarded to agent phone.
I have about 100 branch office using cisco phones (7821) at each branch office I will have 6 agent. and the front end is Altitude.
Thanks a lot.