dmacias . org

Determine Busy Hour From UCCE TCD

dmacias — Tue, 02 Apr 2013 02:24:52 +0000

The busy call hour is a valuable piece of information in order to forecast how many phone lines you’re going to need as well as how many agents, however getting this information can be difficult and then ensuring that it’s accurate is a whole other matter. Recently I ran into an issue and I wanted to get the busy hour for myself. I don’t have any access to the provider records, so all I have is the TCD table… when all you have is a hammer the whole world looks like a nail.

First, I turned to Google, which pointed me to how to get the calls per second. This is good information as you would imagine that the highest CPS would fall during the busiest hour. The query mentioned is:

   1:  SELECT Time=CONVERT(char,DateTime,108), CPS=CONVERT(decimal(5,2), RouteCallDetailTo5/300.0)

   2:  FROM t_Logger_Meters

   3:  WHERE DateTime BETWEEN '01/01/2013 00:05' AND '01/02/2013 23:59'

   4:  ORDER BY Time

Second, I opened up SQL Studio and began running some queries and came up with the following:

   1:  SELECT DATEPART(HOUR, DateTime) AS [Hour of Day], COUNT(distinct RouterCallKey)

   2:  FROM t_Termination_Call_Detail

   3:  WHERE DateTime > '01/01/2013 06:00' and DateTime < '01/01/2013 20:00'

   4:  GROUP BY DATEPART(HOUR, DateTime)

   5:  ORDER BY DATEPART(HOUR, DateTime)

This query assumes that every new call will receive its own RCK, so we can use this as our counter. Next, the query breaks up the select statement by hour. Finally, put the output in Excel and make a pretty graph. Some caveats, this is very generic and over counts. It doesn’t care about transfers, outbound calls, etc. Next, the query doesn’t look at the routing client, so if you have a lot of UCM generated calls this might not help you very much.

~david

Download Huge Cisco Finesse Logs

dmacias — Thu, 14 Mar 2013 03:21:13 +0000

You might have seen my previous post on how to use wget to download Finesse logs. This works like a champ, however wget has an issue with large files (> 1GB), so I had to come up with a new solution as some of our logs were in the 2-3 GB range. This is where mulk comes in. This little tool runs great on Windows and has had no problems with any file size. Download it and using the command prompt do the following:

mulk-0.6.0>mulk -v –user= –password= -d=0 http://10.89.66.102/finesse/logs/

The only major drawback from mulk is that it doesn’t have a setting to just download the latest files, but if you think about it, you could probably use wget and mulk in conjunction to create the perfect too to save you some time.

~david

Faster Way to Download Cisco Finesse Logs Using Wget

dmacias — Thu, 07 Mar 2013 15:27:27 +0000

You should check out my other post on dealing with large Finesse logs.

If you’ve had the ‘pleasure’ of troubleshooting Cisco’s newest desktop offering Finesse you know that getting logs from it is a bit of a pain. While sitting on a TAC call I came up with this approach which has made the process a bit easier. This solution is not perfect, but it’s better than having to click, right click, download as…

First ensure you have access to the Finesse logs directory /finesse/logs/">/finesse/logs/">/finesse/logs/">http:///finesse/logs/, you’ll need your administrator username and password.
Once you can confirm you can login, download GNU Wget for you operating system.
Open a command prompt and run the following command:

wget –-http-user= –-http-password= –r –np http:///finesse/logs/ \

This command will download every log file, it might take a while depending on your setup, but ultimately this first download is the most painful and afterwards you can use a slightly different command to just download the newest logs.

wget –-http-user= –-http-password= –r –np –N http:///finesse/logs/ \

This command will only download the newest logs which you can then quickly grab. If you want to be a badass you could then come up with a way to automatically only zip the new ones.

Hope this helps.

~david

Check Windows 2003 Service Status Remotely

dmacias — Sat, 28 Jul 2012 20:48:23 +0000

At my current project there are times where I have to restart a bunch of servers at a time. On these servers there is a particular service which I want to make sure it has started and is running. There’s the sc.exe command which allows your stop, start, query service statuses from the command prompt.

Here’s a small batch script I wrote which runs through a list of server names and prints out the status. You’ll need two files.

First file includes the server names and is called Servers.txt:

Server1
Server2
Server3
Server4

The second file just needs to be saved as a .bat file.

   1:  REM ***Start Here***

   2:  Echo Off

   3:  Setlocal EnableDelayedExpansion

   4:  FOR /F "Tokens=*" %%L IN (Servers.txt) DO (

   5:     SET ServerName=

   6:     SET ServerName=%%L

   7:     sc.exe \\!ServerName! query  > Results.txt

   8:     ECHO !ServerName!

   9:     Find /i "RUNNING" < Result.txt

  10:     Find /i "STOPPED" < Result.txt

  11:  )

  12:  IF EXIST Results.txt DEL Result.txt

  13:  REM ***END HERE***

This script will print out the server name and if your particular service is RUNNING or STOPPED. You can expand this as you would like.

~david

Cisco CVP 7.x No Session Error

dmacias — Thu, 19 Jul 2012 10:29:32 +0000

Ran into this small issue while trying to release a new CVP application for one of my customers. Everything was working on the test CVP server, but when it was time to put it on the production CVP servers I received the following error:

24769204: 10.10.90.115: Jul 19 2012 04:51:33.406 -0500: %CVP_7_0_IVR-3-CALL_ERROR: CALLGUID=9EA62E12100001383796F8800A0A5A73 DNIS=8111111111122013 CVP VXML Server encountered a No Session error – URL: http://CVP03:7000/CVP/en-us/../Server?DNIS=18775555555&InsuranceOpen=0&CallType=InsuranceCall&ANI=+1555555555

&PrimaryLocation=Birm&callid=9EA62E12100001383796F8800A0A5A73&

application=Insurance&RoutingClient=CVP03 (Client: 10.10.90.123) [id:3023]
24769205: 10.10.90.115: Jul 19 2012 04:51:33.406 -0500: %CVP_7_0_IVR-3-CALL_ERROR: RunScript Error from 10.10.90.123 [CVP_NO_SESSION_ERROR(44)] CALLGUID: 9EA62E12100001383796F8800A0A5A73 DNIS=8111111111122013 {VRUScriptName: ‘GS,Server,V’ ConfigParam: ”} [id:3023]

Now, this stumped me for a bit as it made not sense as to why this wouldn’t work as all the servers are exactly the same. After a bit more digging I noticed that the application wasn’t deployed in CVP03. Then I noticed that the application wasn’t deployed on any of the CVP servers. Back in business.

When you don’t write CVP applications enough you forget the little things.

~david

Dialed Number, Call Type, and Script Association

dmacias — Thu, 07 Jun 2012 13:49:05 +0000

Found this gem on the Cisco Support Forums today and I just had to blog about it because it’s awesome! The OP is looking for a way an easy way to find which ICM dialed numbers are associated with which call type and which call type is associated with which script. The end result is this work of art:

SELECT dn.DialedNumberString, dn.EnterpriseName AS Dialed_Number_Name, ct.EnterpriseName AS Call_Type_Name, ms.EnterpriseName AS Script_Name

FROM Dialed_Number dn

LEFT OUTER JOIN Dialed_Number_Map dnm ON dn.DialedNumberID = dnm.DialedNumberID

LEFT OUTER JOIN Call_Type ct ON dnm.CallTypeID = ct.CallTypeID

LEFT OUTER JOIN Call_Type_Map ctm ON ct.CallTypeID = ctm.CallTypeID

LEFT OUTER JOIN Master_Script ms ON ctm.MasterScriptID = ms.MasterScriptID

Put this in a CUIC report and you can give the users the power to confirm where things are supposed to route without having to ask you. :-)

~david

El Amor en los Tiempos del Colera

dmacias — Sun, 22 Apr 2012 23:49:01 +0000

Thought I had posted this before, but could not find it. Here’s my favorite quote from this great book.

Con ella aprendio Florentino Ariza lo que ya habia padecido muchas veces sin saberlo: que se puede estar enamorado de varias personas a la vez, y de todas con el mismo dolor, sin traicionar a ninguna. Solitario etre la muchedumbre del muelle, se habia dicho con un golpe de rabia: ‘El corazon tiene mas cuartos que un hotel de putas’. Estaba ba~nado en lagrimas por el dolor de los adioses. Sin embargo, no bien habia desaparecido el barco en la linea del horizonte, cuando ya el recuredo de Fermina Daza habia vuelto a ocupar su espacio total.

Cisco CUIC 8.x More Value List and Collections

dmacias — Sat, 14 Apr 2012 02:40:41 +0000

I wanted to make a clarification to my earlier post about Value Lists and Collections. This post will explain how to create a new Value List which will retrieve agents who have a specific value in their Agent.Description field. Then Collections can be used to extract other more specific agents. This could be used to retrieve agents from a single peripheral or agents named David, etc.. First, here’s the Value List:

And finally here’s a Collection:

Hope this makes sense and will help you create your own Value List and Collections.

~david

Can you guess when I started my new project?

dmacias — Fri, 30 Mar 2012 00:53:14 +0000

I’m hoping things slow down soon or that 4000 minutes per month is as bad as it will get. This also doesn’t account the times I’m on two conference calls at once. :(

Cisco CUIC Creating Value Lists and Collections

dmacias — Wed, 14 Mar 2012 08:35:37 +0000

This one should be pretty simple, but figure I would add it here for posterity’s sake. I wanted to setup a real time Value List of all the call types, then break down my Value List into smaller Collections for each specific type of call type.

First step is to log in to CUIC and got to Value Lists and click on Create.

The Value List Query:

SELECT Call_Type.CallTypeID AS ID, Call_Type.EnterpriseName AS VALUE FROM Call_Type (nolock)

Order by Call_Type.EnterpriseName

The Collection Query:

SELECT Call_Type.CallTypeID AS ID, Call_Type.EnterpriseName AS VALUE FROM Call_Type (nolock)

WHERE Call_Type.CustomerDefinitionID = (SELECT User_Group.CustomerDefinitionID FROM User_Group (nolock)

WHERE UPPER(User_Group.UserGroupName) = UPPER()) OR (SELECT COUNT(User_Group.CustomerDefinitionID)

FROM User_Group (nolock) WHERE UPPER(User_Group.UserGroupName) = UPPER()) = 0 ORDER BY Call_Type.EnterpriseName ASC

Validate your query and save.

Second, click on your Value List and click on Collections.

Notice the Collection Type of Wildcard which allows your create a wildcard which references all your call types. This could be French* or CustomerService*. Hit Save, Populate Values, and confirm the values to ensure the collection has the call types you’re looking for.

~dmacias