1. A basic UCCE call flow typically involves several call legs, including?
Answer: Ingress gateway or MTP leg: The first leg of the call from the caller to the UCCE ingress gateway or MTP.
VRU leg:
The leg of the call that goes to the voice response unit (VRU) for self-service applications.
Queue leg:
The leg of the call places the call in a queue for routing to an agent.
Routing leg:
The leg of the call routes the call to the appropriate agent, based on the configured routing rules.
Agent leg:
The final leg of the call from the agent to the caller.
The exact number of call legs in UCCE would depend on the specific call flow and routing configuration and any additional network elements involved in the call flow.
2. Is the agent getting a connection failure error on finesse?
Answer: If an agent is experiencing a connection failure error on Finesse, it could be due to a number of reasons. Here are some common causes and troubleshooting steps that may help resolve the issue:
Network connectivity issues:
Ensure that the agent's computer is connected to the network and that there are no network connectivity issues that may prevent the Finesse application from communicating with the server.
Firewall or security settings:
Verify that any firewall or security settings on the agent's computer or network are not blocking the Finesse application from accessing the server.
Browser compatibility issues:
Ensure that the browser being used to access Finesse is supported and up to date. Cisco provides a list of supported browsers for Finesse on their website.
Finesse server issues:
Check if other agents are also experiencing the same issue, which could indicate a problem with the Finesse server or related services. In this case, the network or system administrator should be contacted to investigate the issue.
Credentials issue:
Verify that the agent is using the correct credentials to log in to Finesse and that their account is not locked out or disabled. Finesse client issues: If the issue is persistent, clearing the cache and cookies of the Finesse client or reinstalling it may help.
If none of these steps resolves the issue, it may be necessary to contact the network or system administrator for further assistance.
3. What will you do if cucm web page is not running?
Answer: If the CUCM web page is not running, there are several steps you can take to troubleshoot and resolve the issue:
Check network connectivity:
Ensure that the network connection between your computer and the CUCM server is working correctly. You can test this by pinging the server from your computer or using a network diagnostic tool.
Check server status:
Verify that the CUCM server is up and running by checking the status of the CUCM services on the server. You can do this using the Cisco Unified Serviceability web page or the CLI (Command Line Interface).
Check web server status:
Verify that the web server component of the CUCM server is running. You can check this in the Cisco Unified Serviceability web page under "Tools > Serviceability > Service Activation."
Check browser compatibility:
Ensure that you are using a compatible web browser to access the CUCM web page. Cisco provides a list of supported web browsers and versions in the CUCM documentation.
Clear browser cache:
Clear your web browser's cache and cookies to ensure that you are accessing the latest version of the CUCM web page.
Restart server or service:
If none of the above steps resolve the issue, try restarting the CUCM server or the web server service on the server. If the issue still persists, you may need to engage Cisco TAC (Technical Assistance Center) for further assistance.
4. Is Cisco Jabber not registering for a user? What would be the issue and how to resolve it?
If a user is experiencing issues with Cisco Jabber not registering, it could be caused by several factors. Here are some possible causes and steps to resolve the issue:
Network connectivity issues:
Check the network connectivity between the user's computer and the Cisco Unified Communications Manager (CUCM) server. Ensure that there are no network issues causing packet loss or delay.
Jabber configuration issues:
Verify that the Jabber client is configured correctly. Ensure that the correct credentials are used to log in to the client and that the user's profile is configured correctly.
CUCM configuration issues:
Verify that the user is configured correctly in CUCM. Check that the user is assigned the correct user profile and that the profile has the appropriate permissions.
Firewall issues:
Check if there are any firewall issues blocking the Jabber client from communicating with the CUCM server. Ensure that the required ports are open for communication between the client and server.
DNS issues:
Verify that the DNS (Domain Name System) settings are configured correctly. Ensure that the Jabber client can resolve the hostname of the CUCM server.
To resolve the issue, try the following steps:
Check the Jabber logs:
Look at the Jabber logs for any errors or issues that may be causing the registration issue. Check the connection status of the client and verify that it is attempting to connect to the correct server.
Restart Jabber:
Try restarting the Jabber client to see if the registration issue is resolved.
5. What are the differences in VRU types 2,3,8,10?
The VRU (Voice Response Unit) is a component of the Cisco Unified Contact Center Enterprise (UCCE) system that provides automated responses to incoming calls. The VRU can be configured to perform different types of functions based on the needs of the contact center. Here are the differences between the VRU types 2, 3, 8, and 10:
VRU Type 2:
This type of VRU provides simple message playback and routing functionality. It can play pre-recorded messages to callers and route calls based on the caller's response. For example, a VRU Type 2 might ask the caller to press 1 for sales and 2 for support.
VRU Type 3:
This type of VRU is similar to VRU Type 2, but also supports more advanced features like variable data collection and input validation. For example, a VRU Type 3 might ask the caller to enter their account number or other information using their phone keypad.
VRU Type 8:
This type of VRU provides speech recognition capabilities, allowing callers to speak their responses instead of pressing buttons on their phone. This can improve the caller experience and make it easier for them to navigate the system.
VRU Type 10:
This type of VRU provides full IVR (Interactive Voice Response) functionality, which allows callers to interact with the system using natural language. It can understand and respond to complex queries and provide customized responses based on the caller's input.
6. Can you also talk about the redundancy and load balancing of VXML Servers and applications?
When it comes to redundancy and load balancing of VXML (VoiceXML) servers and applications in the context of Cisco Unified Contact Center Enterprise (UCCE), there are a few essential considerations to keep in mind:
Redundancy:
VXML servers and applications should be designed with redundancy in mind to ensure high availability and minimize downtime. This can be achieved through various mechanisms, such as clustering or using a redundant pair of servers. In a clustered environment, multiple VXML servers are configured to work together, and if one server fails, the other server can take over its functions. In a redundant pair scenario, two servers are configured to work in tandem, with one server serving as the primary and the other as a backup. If the primary server fails, the backup server takes over.
Load Balancing:
To achieve optimal performance and minimize downtime, VXML servers and applications should be load balanced across multiple servers. Load balancing distributes traffic across multiple servers to prevent overloading any single server and to ensure that resources are used efficiently. In UCCE, this can be achieved through the use of a load balancer, which sits between the VXML servers and the clients (such as callers). The load balancer can be configured to route traffic to the most available and suitable VXML server based on various criteria, such as server capacity or geographic location.
Application Deployment:
When deploying VXML applications, it is important to consider how they will be distributed across the VXML servers. Ideally, applications should be deployed in a way that maximizes performance and redundancy. This can be achieved through techniques such as session replication, where session data is copied across multiple servers to ensure that sessions can be resumed on another server in the event of a failure.
Overall, by implementing redundancy and load balancing for VXML servers and applications, organizations can ensure high availability, optimal performance, and efficient resource usage. This is important for delivering a high-quality customer experience and maintaining business continuity.
7. What is the difference between VXML GW and VVB?
In the context of Cisco Unified Contact Center Enterprise (UCCE), VXML GW (VoiceXML Gateway) and VVB (Virtual Voice Browser) are two components that are used for handling voice interactions with customers. While they both serve similar purposes, there are some key differences between the two:
Functionality:
The VXML GW is responsible for converting voice interactions into digital data that can be processed by the UCCE system. It interacts with the telephony network and converts voice signals into VoiceXML format, which can then be processed by VXML applications running on VXML servers. On the other hand, VVB is a fully functional voice browser that can interpret and process VoiceXML applications on its own without the need for a separate VXML server.
Deployment:
VXML GW is typically deployed as a standalone hardware device that is connected to the telephony network, whereas VVB can be deployed as a software application that runs on a virtual machine or as a physical appliance.
Scalability:
VXML GW is designed to be highly scalable and can handle a large number of concurrent calls. It can be clustered with other VXML gateways to provide additional capacity as needed. VVB, on the other hand, is typically deployed in a smaller-scale environment, and multiple instances of VVB can be deployed behind a load balancer to provide additional capacity.
Customization:
VXML GW is typically a more basic component that does not offer much in terms of customization or personalization. VVB, on the other hand, can be customized extensively to meet specific customer requirements.
In summary, while both VXML GW and VVB are used for handling voice interactions with customers, the main differences lie in their functionality, deployment, scalability, and customization capabilities. The choice between the two depends on the specific requirements of the customer and the scale of the deployment.
8. What is the role of CVP PIM during call processing?
In Cisco Unified Contact Center Enterprise (UCCE), CVP (Customer Voice Portal) and PIM (Peripheral Interface Manager) plays an important role in call processing. Here is an overview of its role:
Call Control:
CVP PIM provides call control for incoming calls. When a call comes in, CVP PIM routes the call to the appropriate VXML server or application for handling.
Media Control:
CVP PIM controls the media streams for the call. This includes managing the audio and video streams for the call, as well as any data streams that may be used for things like screen pops or call recording.
Dialog Management:
CVP PIM manages the dialog between the caller and the VXML server or application. It handles things like sending prompts to the caller, collecting input from the caller, and making decisions about how to route the call based on the caller's responses.
Call Routing:
CVP PIM determines the appropriate routing strategy for the call based on factors like the caller's information and the routing script. It then routes the call to the appropriate destination, such as an agent or another VXML application.
Integration with Other Components:
CVP PIM integrates with other UCCE components like ICM (Intelligent Contact Management) and CTI (Computer Telephony Integration) to ensure that calls are routed and handled properly. It also integrates with other third-party systems like CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) systems to provide a seamless customer experience.
Overall, the role of CVP PIM during call processing is to provide a centralized point of control for all aspects of the call, from call routing to media control to dialog management. This ensures that calls are handled efficiently and effectively and that customers receive a high-quality experience when interacting with the contact center.
9. What are the different methods to have redundancy with Gatekeepers?
One option is to utilize HSRP, which involves all devices registering to a Virtual IP address, and requires both gatekeepers to have identical zone configurations. Alternatively, you can use Gateway Update Protocol (GUP), where the gatekeepers use a stateful protocol to monitor device status and registration occurs with both gatekeepers, with one serving as the primary zone and the other as a backup zone.
10. Difference between CVP and IPIVR RONA?
When using IPIVR, the RONA call treatment is managed through the Agent Desk Setting, where a RONA DN is assigned to a RONA script that queues calls with higher priority. In contrast, with CVP, RONA is incorporated directly into the Queuing script by examining the failure of the queue to Skill Group, and then returning the call to the queue with a greater priority. This is accomplished by verifying call.requerystatus > 3.
