This document describe the steps to take action when one of these problems occurs with agents in a Cisco IP Contact Center (IPCC) Express environment

Issue was Supervisor created new skills set CSQ’s but it wasn’t showing under agent CSQ statics reports, I check supervisor settings and newly created CSQ’s not issue found then I took few steps to fix the issue but if below steps didn’t work for you then reboot the cluster if it still not fix the issue then open TAC case.

  • login into to CCX admin and checked the resources configuration all looks good

csq2

  • checked the all services were in services no issues,

csq5

  • sounds like CCX Enterprise service wasn’t passing data to Agents even i removed the profile recreate but still no luck tried to remove csq’s still no luck then It could be the issue out-of-sync condition between the Enterprise Data subsystem and the Enterprise service.
  • Restart the Desktop Enterprise service and from Admin desktop sync the Directory to fix the issue.

csq3

csq4

csq6

  • After Restart the services and sync database it fix the issue have supervisor agent to relogin into the finesse and it was showing all CSQ’s
  • Hope all above actions will fix your problem if not then try to reboot cluster after hours and take permission from your customer and reboot the cluster if that didn’t fix the issue then Open TAC case 🙂

csq7


I came across this issue again, and I follow the same process as I we doing before but it didn’t work

Then I thought what I am missing, so what I did to fix it

  • Found user MAC on the system and made sure he/she has only one phone
  • Remove the user from Phone profile from Owner User ID

Owner ID

  • Remove user also from User Associate with line and reset the phone shown below

User Asso with line

Remove User from the Application User RMJTAPI and save

application

  • Unassociated phone from End user profile under Device Information and Primary and IPCC Ext shown below

Dir Num

  • Now you completely unassociated User from CUCM now go to CCX and you should be able to see user is listed but User is not Agent anymore but before to do that make sure you know the user CSQ and Team just in case if you lost but you won’t lost the configuration when you completely unassociate the End user. however it would be better to either take screenshots to double make sure you have backup for that user.
  • Now follow the same process and associate back user to same profile the way you remove now add back into the system and make sure you are adding back the user where it was removed … so that’s why I am recommending to take screenshot to make sure you have back to put it back where it belongs to …
  • Now ask End user to close CAD application and relogin He/She should be able to login ….
  • If the above solution doesn’t work then Try to restart CTI Manager after hours because it will give you outage to it better to get the maintenance window to either restart CTI Manager if that didn’t work then Reboot the CCX cluster and I am sure it will fix the issue …. otherwise OPEN TAC CASE 🙂

Login failed due to a configuration error. Please ask your system administrator to associate your phone with RM JTAPI Provider user ID according to the instructions in the Administrator Guide.

One of our Client had this issue they were not able to login in CAD, after get the initial information found client just add a new phone into they system, so it simple problem description itself explaining the what is the issue, mean newly configure device is not associated with RM JTAPI,

First you must understatnd IPCC/CCX communicate with CUCM using App user ID, which is usually we use rmjtapiuser or you put any name but it must be easily understandable …. Here is the instruction to fix the issue…

rmjtapi error

1- login into IPCC/CCX >> Subsystem >> RmCm

rmcm

2- You will RmCM Provider User ID for example : rmjtapi

3- Go back to CUCM >> User Management >> Application User

application

4- Under Application User Configuration Page look Device Information section where you will see Available Device and Controlled Device >> Now if Agent Phone MAC address is not listed under Controlled Device then find the Agent Phone MAC address and Save it then tell your Agent to close the CAB Application and reopen and login again it should fix the issue.

Note : if it still not fix your issue then You can also check common device configuration to select ipv4 only setting to fix the issue.

Also if you are experiencing the same issue with bunch of users then don’t need to un associate all users from application user, just simply restart CTI Manager on all nodes to fix the issue ….


On September 17th Cisco announced additional details regarding the evolution of the CCIE® Voice certification to CCIE Collaboration certification.

The additional details focus on the migration paths available to current CCIE Voice holders to 1) keep their existing CCIE Voice certification or 2) attain a CCIE Collaboration certification, or 3) attain both a CCIE Voice certification and a CCIE Collaboration certification. Specifically, current active or suspended CCIE Voice certification holders can choose one of the following:

  • Keep their existing CCIE Voice certification and recertify using the current CCIE recertification rules
  • Pass the CCIE Collaboration written exam and then permanently convert their CCIE Voice certification to a CCIE Collaboration certification. This is an opt-in and limited-time program. The conversion is not automatic and is available from November 21, 2013 to February 13, 2016 only. CCIE Collaboration certification conversion titles will take effect starting on February 14, 2014.
  • Pass both the CCIE Collaboration written and lab exams and then receive both a CCIE Voice and CCIE Collaboration certification.

For more information, please visit the CCIE Collaboration Certification Update web page.

CCIE Voice/Collaboration FAQs

Q: Who can take advantage of the Cisco CCIE® Collaboration certification conversion program?
A: The CCIE Voice to CCIE Collaboration certification conversion program is intended for those who have an active or suspended CCIE Voice certification as of February 13, 2013. You can check your status in the Cisco Certification Tracking System.

Q: What is the program?
A: The program allows CCIE Voice certification holders to 1) keep their existing CCIE Voice certification or 2) convert a CCIE Collaboration certification, or 3) attain both a CCIE Voice certification and a CCIE Collaboration certification.

Q: Where can I get more information or talk to someone about my eligibility and status?
A: You can get more information by visiting the CCIE Voice Certification to CCIE Collaboration Certification Evolution Update web page as well as submitting an online Cisco certification support case at Certification & Communities Online Support

Q: When does the program take effect and when does it end?
A: The conversion program takes effect beginning November 21, 2013. From then until February 13, 2016, you can open a case to permanently convert your CCIE Voice certification to CCIE Collaboration, after passing the CCIE Collaboration Written Exam. CCIE Collaboration certification conversion titles will take effect starting on February 14, 2014. Note that the CCIE Voice to CCIE Collaboration conversion program is a permanent and final certification conversion. Once your certification is exchanged and the new CCIE Collaboration certification is provided, you will not be able to use the CCIE Voice certification title any longer and will not be able to regain the CCIE Voice certification in the future.

Q: Why is Cisco implementing this conversion program?
A: Learning@Cisco is committed to helping the expert Voice technical community to transition to the recently announced CCIE Collaboration certification. In this effort, providing a smooth transition path from the CCIE Voice certification to the CCIE Collaboration certification is crucial. Existing CCIE Voice certification holders have a number of options available to them when deciding which CCIE certification to renew or pursue, and the conversion program aims to make each option straightforward.

Q: How can I participate?
A: Eligibility requires a CCIE Voice certification (active or suspended) as of February 13, 2014. Conversion program candidates will need to do the following:
A. Pass the CCIE Collaboration Written Exam
B. Request a permanent CCIE Voice to CCIE Collaboration certification conversion by submitting an online Cisco certification support case at Certification & Communities Online Support and including the following information:
1. Candidate ID
2. Name
3. CCIE number
4. Description: CCIE Voice to CCIE Collaboration Conversion Program
5. Date (mm/dd/yyyy) of the CCIE Collaboration written exam pass

Q: Will I and or my employers be able to access or show my CCIE Voice history? How will it appear?
A: Once you have completed the conversion to the CCIE Collaboration program, the verification tool will display only a single title of CCIE Collaboration under “Certification Type.” However, the “Certification Date” will show the date on which you passed the CCIE Voice lab. So, if the date shown is before February 14, 2014, your date will be “converted” to CCIE Collaboration; if the date is on or after February 14, 2014, the individual actually passed the CCIE Collaboration lab exam.

Q: Will I be able to keep my same CCIE Voice number for the CCIE Collaboration certification?
A: Yes, your CCIE number will stay the same.

Q: If I take the CCIE Voice lab exam and do not pass prior to February 14, 2014, what exam should I take the next time?
A: After February 13, 2014, you will only be able to attempt the CCIE Collaboration Lab Exam until your CCIE Voice Written Exam expires. Please refer here for CCIE Written Exam expiration policies.


During this 10th anniversary year of the CCIE Voice certification, Cisco is pleased to announce the next generation of Expert-level IT skills training and assessment for telecom, unified communications, and video staff. CCIE Voice is evolving to become CCIE Collaboration, reflecting advances in networked collaboration solutions beyond simple audio phone calls. The new CCIE Collaboration certification will expand to include Cisco’s leading solutions for voice, video, IM, presence, and call centers. The CCIE Voice certification will be retired as of February 14, 2014.

Collaboration is unique in its potential to affect every workplace employee, business partner, and customer. No longer just a voice call or IM session, workplace collaboration now happens in real time within a variety of integrated applications.

A candidate can use either the CCIE Voice or CCIE Collaboration written exam as part of a CCIE Collaboration certification. If a candidate passes either the CCIE Voice written exam or the CCIE Collaboration written exam, combined with the CCIE Collaboration lab exam, they will attain a CCIE Collaboration certification.

CCIE Voice

The last day to take the CCIE Voice Written exam is November 20, 2013.
The last day to take the CCIE Voice Lab exam is February 13, 2014.

CCIE Collaboration

The CCIE Collaboration Written exam availability begins November 21, 2013.
The CCIE Collaboration Lab exam availability begins February 14, 2014.

Source : Link


Sometime People confuse in two acronyms, FXO and FXS or hard to remember which one is which ???

Here is difference between FXS and FXO

Foreign eXchange Subscriber (FXS) and Foreign eXchange Office (FXO) are the names of the two most common interfaces (ports or plugs) found in analog telephony environments.

Background

Analog telephony, also known as Plain Old Telephone Service (POTS), is the service the local phone company typically delivers to your home. Local phone companies deliver POTS from their Central Office (CO) to the subscriber’s premises over a circuit consisting of two copper wires. To increase the distance over which the signal can be transmitted the two wires are twisted together, which also reduces electromagnetic interference. So these two-wire copper cables are commonly known as “twisted pairs.”

FXS – Foreign eXchange Subscriber interface (the plug on the wall) delivers POTS service from the local phone company’s Central Office (CO) and must be connected to subscriber equipment (telephones, modems, and fax machines). In other words an FXS interface points to the subscriber. An FXS interface provides the following primary services to a subscriber device:

Dial Tone
Battery Current
Ring Voltage

You may also see the FXS acronym rendered as Foreign eXchange System.

FXO – Foreign eXchange Office interface (the plug on the phone) receives POTS service, typically from a Central Office of the Public Switched Telephone Network (PSTN). In other words an FXO interface points to the Telco office. An FXO interface provides the following primary service to the Telco network device:

on-hook/off-hook indication (loop closure)

Because of the characteristics described above, a telecommunications line from an FXO port must connect to an FXS port in order for the connection to work. Similarly, a line from an FXS port must connect to an FXO port in order for the connection to work. When the FXO port on your analog telephone is connected to the FXS port in the wall, you receive (FXS) service from the telephone company – and you hear a dial tone when you pick up the phone.

Common Usage

Within the telephony industry, a device is often referred to by the type of interface it provides (“your phone is an FXO device”), or even spoken of as being the interface (“your wall plug is FXS”). Now, continuing our discussion in common usage . . .

What Doesn’t Work

If you connect an FXS device to another FXS device, the connection will not work. Likewise, if you connect an FXO device to another FXO it will not work. So, for example, you can NOT plug a standard analog telephone (FXO) directly into a standard analog telephone (FXO) and talk phone-to-phone.

FXS and FXO in PBX Devices

The FXS/FXO scenario becomes a bit more “interesting” when we introduce additional network elements, such as a Private Branch Exchange (PBX) or a Voice-over-IP gateway or router. For example, you can connect the FXO interface on a phone to the FXS port supplied by a PBX, multiplexer, or Voice-over-IP gateway or router.

A PBX provides both FXS and FXO interfaces:

FXS – When you connect a PBX to analog phones, you plug phone cables into FXS ports on the PBX. The FXS ports on the PBX provide POTS service, including battery current, ring voltage, and dial tone to the phones.

FXO – When you connect a PBX to the Telco Central Office, you plug the (FXS) lines from the phone company into FXO ports on the PBX. The FXO ports on the PBX provide onhook/
off-hook indication (loop closure) to the local Telco network.

FXS – FXO Call Procedures

An FXS device initiates a call by presenting ring voltage over the line to the
attached FXO device. (FXS devices cannot pass dialed digits.)

An FXS device receives a call by . . .
1) Detecting the line has been seized (the attached telephone–FXO device–has gone off hook)
2) Receiving Dual-Tone Multi-Frequency (DTMF) digits indicating how the call should be routed.

Line Power FXS devices supply approximately 50 volts DC power to the line. During an
emergency, FXO devices can use FXS line voltage for power in order to remain operable in the event of a local electrical power failure.

An FXO device initiates a call by . . .
1) Going off-hook to seize the telephone line.
2) Dialing the Dual-Tone Multi-Frequency (DTMF) digits, which identify the destination to be called.

An FXO device receives a call by . . .
1) Detecting the ring voltage supplied by the FXS device (VoIP Gateway, PBX, etc.).
2) Going off-hook to answer the call.

FXS – FXO Call Clearing

Under normal circumstances an FXS device does not initiate call clearing. Instead, FXS devices rely on the two parties at each end of the call to recognize the call has ended (by saying goodbye or hearing the line go quiet); then the FXO device at each end clears its segment of the call.


The CCIE Collaboration Lab exam topics provided are general guidelines for the content likely to be included on the lab exam.

However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

Exam Topics:

  • Configure and Troubleshoot Cisco Collaboration Infrastructure
  • Network Services
  • DNS
  • DHCP
  • TFTP
  • NTP
  • CDP/LLDP
  • Voice and Data Vlan
  • IP Routing in Cisco Collaboration Solutions
  • IP Multicast

Configure and Troubleshoot Cisco Unified Communications Manager:

  1. CUCM SCCP Endpoints
  2. CUCM MGCP Gateways
  3. CUCM SIP Endpoints and Trunks
  4. CUCM H.323 Gateways and Trunks
  5. Voice and Video CODECs
  6. RTP and RTCP
  7. Device Registration and Redundancy
  8. Codec Selection
  9. CUCM Call Features
  10. Call Park
  11. Call Pickup
  12. BLF Speed Dials
  13. Native Call Queuing
  14. Call Hunting
  15. Meet-Me
  16. CUCM Dial Plan
  17. Globalized Call Routing
  18. Local Route Group
  19. Time of Day Routing
  20. Application Dial Rules
  21. Digit Manipulations and Presentations
  22. CUCM Media Resources
  23. TRP
  24. MoH
  25. CFB
  26. Transcoder/MTP
  27. Annunciator
  28. MRG/MRGL
  29. CUCM Mobility
  30. EM/EMCC
  31. Device Mobility
  32. Mobile Connect
  33. CUCM Serviceability and OS Administration
  34. Service Activation
  35. Database Replication
  36. CDR
  37. CMR
  38. ILS/URI Dialing
  39. Directory URI
  40. ISL Topology
  41. Blended Addressing
  42. Call Admission Control
  43. CAC/ELCAC
  44. RSVP
  45. SIP Pre-conditions
  46. SAF and CCD

Configure and Troubleshoot Cisco IOS UC Applications and Features:

  • CUCME Phone Registration and Features
  • SCCP Phones
  • SIP Phones
  • SRST Phone Registration and Features
  • CME-as-SRST
  • MGCP Fallback
  • CUE
  • AA
  • Scripting
  • Voiceview
  • Web Inbox
  • MWI
  • VPIM
  • IOS Based Call Queuing
  • IOS Media Resources
  • Conferencing
  • Transcoding
  • DSP Management
  • MOH
  • CUBE
  • Mid call signaling
  • SIP profiles
  • Early/Delayed offer
  • DTMF interworking
  • Digital Voice Signaling (T1/E1 PRI)
  • Q.921 and Q.931
  • Caller ID
  • IOS Dial-Plan
  • SAF/CCD
  • IOS CAC

Configure and Troubleshoot Quality of Service and Security in Cisco Collaboration Solutions:

  • QoS: Link Efficiency (e.g. LFI, MLPPP, FRF.12, cRTP, VAD)
  • QoS: Classification and Marking
  • Voice Traffic
  • Video Traffic
  • QoS: Congestion Management
  • Layer 2 Priorities
  • Low Latency Queue
  • Traffic Policing and Shaping
  • Security: Default Security Features
  • Security: Toll Fraud

Configure and Troubleshoot Cisco Unity Connection:

  • CUCM Integration
  • CUCME Integration
  • Single Inbox
  • MWI
  • Call Handlers
  • CUC Dial-plan
  • Directory Handlers
  • CUC Features
  • Voicemail Networking

Configure and Troubleshoot Cisco Unified Contact Center Express:

  • UCCX CTI Integration
  • UCCX ICD Functions
  • UCCX Scripts Customization

Configure and Troubleshoot Cisco Unified IM Presence:

CUCM Integration
Jabber for Windows Federation