Upgrading Cisco Agent Desktop on Windows 10

So we recently had the joys of upgrading our Cisco Voice setup to version 11, including our Unified Contact Center Express (UCCX) system. In the process of our upgrade we had to do a quick upgrade of UCCX to 9.02 from 9.01 to be eligible to go the rest of the way up to 11, allowing us to run into a nice issue I’m thinking many others are running into. As far as 11 is concerned the big difference is it is the first version where the Cisco Agent Desktop (CAD) is not an option as it has been replaced by the new web-based Finesse client for Agents and Supervisors. For this reason many Voice Admins are choosing to take the leap this year to 10.5 instead as it gives you the option of Cisco Agent Desktop/Cisco Supervisor Desktop (CSD) or Finesse. The problem? These MSI installed client applications are not Windows 10 compatible. In our case it wasn’t a big deal as the applications were already installed when we did an in place upgrade of many of our agent’s desktops to Windows 10, but attempting to do an installation would error out saying you were running an unsupported operating system. *DISCLAIMER: While for us this worked just fine I’m sure it is unsupported and may lead to TAC giving you issues on support calls. Use at your own discretion. Fixing the MSI with Orca Luckily there is a way around this to allow the installers to run even allow for …

Quieting the LogPartitionLowWaterMarkExceeded Beast in Cisco IPT 9.0.x Products

As a SysAdmin I’m used to waking up, grabbing my phone and seeing the 20 or so e-mails that  the various systems and such have sent me over night, gives me an idea of how the day will go and what I need start with. Every so often though you get that morning where the 20 becomes 200 and you just want to roll over and go back to bed. This morning I had about 200, the vast majority of which was from my Cisco Unified Contact Center Express server with the subject “LogPartitionLowWaterMarkExceeded.” Luckily I’ve had this before and know what to do with it but on the chance you are getting it too here’s what it means and how to deal with it in an efficient manner. WTF Is This?!? Or at least that was my response the first time I ran into this. If you are a good little voice administrator one of the first things you do when installing your phone system or taking one over due to job change is setup the automatic alerting capability in the Cisco Unified Real Time Monitoring Tool (or RTMT, you did install that, right?) so that when things go awry you know in theory before the users do. One of the downsides to this system is it is an either on or off alerting system meaning what ever log events are saved within the system are automatically e-mailed at the same frequency. This particular error message is the by-product of a …

Cisco Unified Contact Center Express Scripting Stuff

I recently participated in one of Cisco’s Collaboration User Group (CUG) briefings on scripting their Contact Center Express product.  While I took the official class, UCCXD, I haven’t really had to do much with it because we had a vendor taking care of stuff for us.  Well, that has now gone by the wayside so I’m trying to get myself back up to date on how to manage the application powering our call center.  I had forgotten how much of a PITA it was to find the scripting documentation on Cisco’s site, so after finding it I thought it prudent to Provide a listing and some links here so I can find it later (and for you if you need it.) The scripting documentation for UCCX is organized into 3 separate documents.  The general link for all supported version is to here.  The links below are for the current 9.0 release. The Getting Started Guide– Intro to the Script Editor application and basics of UCCX programming. Step Reference Guide– Describes the various different steps available for decision making. Expression Reference Guide– Describes the various supported expressions available. One thing I learned in the CUG briefing is that included in each version’s documentation bundle, but evidently not linked anywhere that I can find on Cisco’s site, is a Sample Script Repository.  This is updated for each release. Finally if you work with Cisco collaboration/ voice products much I highly recommend that you think about joining CUG as it has proven to be …

Allowing Supervisors to Modify Skill Levels in UCCX 9

Since we installed Cisco’s Call Manager Express call center system a couple of years ago I could set my watch by the requests from our group of supervisors to modify the skill level of our various agents for the various Customer Service Queues (CSQs).  Generally at the same time they will request access to do this themselves.  Imagine my excitement when UCCX 9 was released and one of the features was a mobile browser application called, creatively, Mobile Skill Manager to do just that.  Further you can imagine my chagrin when after upgrading we quickly realized that the app doesn’t work particularly well at this point, either in a mobile browser or through any of the major standard browsers. So to twitter I went trying to find a way to make this happen and lo and behold I found the answer within the System Parameters of UCCX.  Start by logging into the web interface and look in System> System Parameters.  Then under the Application Parameters section you will find an option called “Supervisor Access.”  By default this will be set to No Access to Teams, and if you want to provide access you will need to choose one of the other two options depending on  your need, Access to All Teams or Access to Supervisor’s Teams only.  For us we chose the former because we are a relatively small call center where all the Supervisors cross train. So what does this do?  Changing this setting allows Supervisors access to a …