Aurus Blog

This blog is to share our expertise in Cisco UCM, UCCX/UCCE and Cisco Telepresence.

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Integrating Cisco UCCX with a Database Using a Script

If you have UCCX (Cisco Unified Contact Center Express) premium license, one of the best features is possible integration and requests to database. These requests can use any information provided by the caller, or the caller’s number, etc.

It’s very important to create a reasonable initial script design and to take the server load into account. Big and heavy scripts with many database handles increase the load greatly. If the DB is on a remote server and there is a net lag, it may influence your business and the calling client's loyalty.

CISCO UNIFIED CCX SCRIPT EDITOR Review

There is a special tool in UCCX to create and manage IVR scripts: Cisco Unified CCX Editor. Here you can manage visual blocks responsible for this or that action. It looks like this:

Let’s look at the Database section. It has 4 items:

  • DB Get – map the data from DB to the script variables;
  • DB Read – connect to the server and send a request;
  • DB Release – close the connection with DB;
  • DB Write – use Write method if changes in DB are required;

On the screenshot above, you can see that each script begins with Start event and ends with End event. As the script is being executed during a call, we can perform as many DB requests as we need. Each request has its own sequence of steps that are listed above.

We recommend you to test all SQL requests, access to the system and other factors before releasing to the enterprise environment.

As an example, let's look into DB Read block:

These fields are available for configuration:

  • DB Resource Name – marker of the request;
  • Data Source Name – data source specified in UCCX console (Cisco Unified CCX Administration Database);
  • Timeout (in sec) – request execution timeout. This timeout protects your system from database disconnection. If you set it to 0, the request won’t have any time limitations;

Now proceed from General tab to Field Selection:

  • Write the SQL request you want to execute. For example: SELECT fld1, fld2 from tbl where fld1 = $variable – select two fields from the table, where the first field’s value is equal to a variable that we have initialized earlier in our script.
  • Test (button) – click this button to check the request syntax and the database connection;
  • Number of rows returned – number or rows returned by the request after the Test button was clicked;
  • Show all fields (select table/view) – show all fields of the used tables;

Now let’s look into DB Get block:

  • DB Resource Name – label or name of this request;
  • Data Source Name – database name (configured in Cisco Unified CCX Administration panel);
  • Refresh Database Schema (button) – click this button to load database data and tables to CCX Editor;

Proceed to Field Selection tab:

  • Table/View – name of the DB table that was selected on General tab (see above);
  • Table fields:
  • Field Name – field name in the selected table;
  • Data Type – data type (string/number, etc.);
  • Local Variable – script variable that will store the corresponding field value;
  • Add/Modify (buttons) – buttons responsible for field modification (except for data type, which is read-only);

The obtained data can be used in the script, for example, to vocalize (using TTS) the client’s phone number or the entered digits (e.g. order number).

Deprecated Cisco IP Phones in CUCM 14

Remember this mess with several tens of Cisco IP phones available on the market (not counting video endpoints)?
There were:

  • old-school 7900 series,
  • intermediate 6900, 8900 and 9900 models,
  • newly introduced 7800 and 8800 IP phones,
  • finally some experiments like 3905, Android-based DX650 etc

So these times are over.

For the past couple of year Cisco step by step cleaned up the IP phones portfolio: In Cisco Unified Communications Manager 11.5 they deprecated 7902, 7905, 7910, 7912, 7920, Conference Station 7935.
The following models were deprecated in Cisco UCM 12 - wireless IP Phone 7921, 7970 and 7971.

And now the MAJOR CLEANUP is coming with Cisco Unified Communications Manager, Release 14 affecting CUCM 14, Cisco BE 6000 / 7000.

Just take a look. The phone models to be deprecated in Release 14 are:
- Cisco Unified SIP Phone 3911
- Cisco Unified SIP Phone 3951
- Cisco Unified IP Phone 6911
- Cisco Unified IP Phone 6921
- Cisco Unified IP Phone 6941
- Cisco Unified IP Phone 6945
- Cisco Unified IP Phone 6961
- Cisco Unified IP Phone 7906G
- Cisco Unified IP Phone 7911G
- Cisco Unified Wireless IP Phone 7925
- Cisco Unified Wireless IP Phone 7925G-EX
- Cisco Unified Wireless IP Phone 7926
- Cisco Unified IP Phone 7931
- Cisco Unified IP Conference Station 7936
- Cisco Unified IP Conference Station 7937G
- Cisco Unified IP Phone 7940
- Cisco Unified IP Phone 7941
- Cisco Unified IP Phone 7960
- Cisco Unified IP Phone 7961
- Cisco Unified IP Phone 7985
- Cisco Unified IP Phone 8941

If you are using any of these phone models and you upgrade to Release 14, you will not be able to use these phones after the upgrade.

After you switch over to CUCM 14, registration of these phone models will be blocked.

So, better check the phones you use and plan the migration to 7800 and 8800 series in advance.

Field notice from Cisco - https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/trouble/14_0_1/fieldNotices/cucm_b_deprecated-phones-14.html

Enabling Cisco UCM CDR Collection

Yes, CUCM can collect CDR (Call Detail Record). This article will show you how to enable this feature (disabled by default).

Enabling CDR

Open Cisco Unified CM Administration interface:

Proceed to System → Service Parameters and select the following parameters:

  • Server — select the node to be manipulated,
  • Service — select Cisco CallManager (Active).

In the Parameters section that appears, find System and select:

  • CDR Enabled Flag * — True. This parameter indicates the call manager to create and store CDR records for each call passing through this UCM;
  • CDR Log Calls with Zero Duration Flag * — True. Enabling this parameter makes the server save the unsuccessful calls and calls that were shorter than 1 second (helpful for troubleshooting).

Don’t forget to apply the changes. Repeat this actions for each node in a cluster (if you have more than one server in System → Service Parameters → Server menu).

Additional configuration

Now let’s explore advanced parameters. On the configuration toolbar, click Advanced:

Select the following options:

  • Call Diagnostics Enabled – Enabled Only When CDR Enabled Flag is True. This parameter switches on so-called Call Management Records (CMR), which are very helpful for troubleshooting;
  • Display FAC in CDR – True. This parameter indicates whether Forced Authorization Code (FAC) should be displayed in CDR. Generally, this parameter depends on your security policies. We chose to display it;
  • Show Line Group Member DN in finalCalledPartyNumber CDR Field – True. Briefly, this parameter shows DN (directory number) of the group member that answered a call, instead of the group’s number;
  • Show Line Group Member Non Masked DN in finalCalledPartyNumber CDR Field – basically, the same as the previous one.

Open Cisco Unified Serviceability page, proceed to Tools → CDR Analysis and Reporting section. Now you can select CDR tab to use Search or export the data. Enjoy!