Finesse gadget integration

 Finesee gadget samples

https://github.com/CiscoDevNet/finesse-sample-code

URL for js files

http(s)://<FQDN>:<port>/desktop/assets/js/doc/index.html

Sample

https://company.com:8445/desktop/assets/js/doc/index.html

Add a gadget

https://developer.cisco.com/learning/labs/finesse-add-a-gadget/introduction/

Check the XML file with below URL:

FQDN:8082/3rdpartygadget/files/ScreenPop/ScreenPop.xml

Same should be configured in the desktop layout and restart finesse tomcat

<gadget>FQDN:8082/3rdpartygadget/files/ScreenPop/ScreenPop.xml</gadget>

 Replacing system prompts in UCCX

To replace the system prompts with your own prompts in your applications you need to do the following:

• Enable User Prompts override System Prompts in UCCX admin - System - System Parameters
• Add your prompts to your language folder in the exact same folder structure as the system prompts below.
• Note - if the application cannot find your custom prompt - the system prompt will be used

Sample:

\en_US\gen\number

Reference:

https://www.orourke.tv/web/doku.php?id=vendors:cisco:uc:uccx:systemprompts

https://community.cisco.com/t5/collaboration-knowledge-base/contact-center-express-system-prompt-repository-details/ta-p/3112543

Useful my sql comments

To get the current Date

SELECT * FROM dbname.tablename where cast(rec_add_dt as Date) ='2020-01-08'

To make the primary key as auto increment

ALTER TABLE db.tablename MODIFY id int NOT NULL AUTO_INCREMENT;

To Create Table

create table db.EXAM_RESULT (
   student_name VARCHAR(30) NOT NULL,
   dob DATE NOT NULL,
   percentage  double NOT NULL
);



SELECT * FROM outboundcontact.contactcalldetail;contactcalldetail

Delete FROM outboundcontact.contactcalldetail where idcontactlist=1;

ALTER TABLE outboundcontact.contactcalldetail
Change OriginatorDB OriginatorDN varchar(45);
ALTER TABLE outboundcontact.contactcalldetail
drop column contact_disposition

ALTER TABLE outboundcontact.contactcalldetail
drop column originator_type

ALTER TABLE outboundcontact.contactcalldetail
drop column contact_type


Driver class name  for mySQL 8.0 : com.mysql.cj.jdbc.Driver

<!-- https://mvnrepository.com/artifact/mysql/mysql-connector-java -->
<dependency>
    <groupId>mysql</groupId>
    <artifactId>mysql-connector-java</artifactId>
    <version>8.0.11</version>
</dependency>

To find the driver
Control+Shift+T and look for Driver class and find the fullyQualified name of the driver


<second> <minute> <hour> <day-of-month> <month> <day-of-week> <year> <command>
@Scheduled(cron = "0 58 12 * * ?")

To run in specific hour of the day
0 13,14,15 * * * /home/user/command




Useful cron expressions
https://www.baeldung.com/cron-expressions

8:34 / 15:01

101.Spring Boot Batch MySQL Database to CSV file_PART1

https://www.youtube.com/watch?v=ryWCmlqtEF8

Post Call Survey Based on Triggers

Language based survey app 

For triggering the survey application automatically after agent disconnects the call, the configurations should be set in Main IVR.

Define an ECC variable "PostCallTreatment" and set to the Survey IVR Trigger DN based on the Language chosen in IVR  before call is been transferred to Agent.

 

The Survey IVR triggers are as follows

 

1122- Survey IVR in English

1123- Survey IVR in Hindi

 

Hence, set the "PostCallTreatment" value as  "1122" (Trigger for Survey IVR in English) if chosen language is English, and as "1123" [Trigger for Survey IVR in Hindi] when Hindi language is chosen.

 

And when Agent disconnects the call in Finesse through call end button the Survey IVR would be invoked.

 

Reference

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html

Custom jar in Cisco UCCX environment

Steps to make the custom jar to work in cisco UCCX (First time deployment of jar)

1. Upload all the relevant jars to the documentManagement / default/ classpath

2. In customfile configuration move to the right side and update

3. Restart the UCCX Engine and Appadmin services from UCCX Serviceability URL

This should work

Steps to update the Custom Jar file in Cisco UCCX

For updating the jar when methods are updated

Note:

In application management , remove the scripts that are referring the jar. Refer some static scripts

1. Move the added jar to leftside in custom file configuration and give update

2.Restart the UCCX Engine and Appadmin services from UCCX Serviceability URL

3. Update the changed jar in document management path

4. Move to Right side in customfile configuration and give update

5..Restart the UCCX Engine and Appadmin services from UCCX Serviceability URL

CLI commands to restart the services

If this still does not work restart the cisco tomcat from putty [this generally required if the application is referring the script using jar file methods]

Utils service restart Cisco Tomcat

Utils service restart Cisco Finesse Tomcat

Other useful commands (if GUI fails- CLI command)

utils service restart Cisco Unified CCX Engine

utils service restart Cisco Unified CCX Administration

Adding log4j logs in UCCX script

Adding log4j to UCCX script save lot time for debugging and troubleshooting the UCCX code.

Always have log4j implemented in the UCCX script if the script involves more than 20 steps.

1. Add the following 2 instances in the variable pane

1. propertyconfigurator of type org.apache.log4j.PropertyConfigurator   

2. logger of type  org.apache.log4j.Logger  

2. Add following snippet in the uccx script

{

propertyConfigurator.configure("/opt/cisco/uccx/Documents/User/default/" + "log4j.properties");

logger =  org.apache.log4j.LogManager.getLogger("IVR");

}

3.  Add the log4j.properties in the Document management 

log4j.properties:

----------------------------

log4j.category.IVR=DEBUG, IVR

log4j.appender.IVR=org.apache.log4j.RollingFileAppender

log4j.appender.IVR.File=${uccx.customer.dir}/LOGS_IVR.log

log4j.appender.IVR.MaxFileSize=5MB

log4j.appender.IVR.MaxBackupIndex=10

log4j.appender.IVR.layout=org.apache.log4j.PatternLayout

log4j.appender.IVR.layout.ConversionPattern=[%d{dd-MM-YYYY HH:mm:sss}][%t] %5p %c{1} : %m%n

Location : appadmin -->DocumentManagement -->Default folder

4. Check the availability of the logger classes through the script editor. If its not available, ensure to add log4j-1.2.17.jar to the class path adding in custom file configuration in appadmin page and restart UCCX engine and UCCX appadmin services through UCCX serveability page

Refer : Useful CLI commands for steps to collect the logs

Important Cisco UCCX CLI commands that help developers to debug

Important UCCX CLI commands to debug

                   Commands to check custom files

1.  Command to check or list the custom files created in UCCX server

File uccx list custom_file *.log

Sample

File uccx list custom_file  TestApp.log

2.  Command to view the contents of custom file in the UCCX server

File uccx view custom_file <nameof TheLog>.log

Sample

File uccx view custom_file  TestApp.log

3.Command to download the custom logs from UCCX server

File uccx get custom_file *.log

Sample

File uccx get custom_file TestApp.log

Note:

SFTP server details like ip, port,username and password is required to run the above command to retrieve the files

                        Commands to check connectivity

1.  To check another host is accessible from UCCX server

Utils network ping dest
Sample

Utils network ping 192.168.44.1

2. To check specific port of the host is reachable from UCCX server or not

Utils network connectivity hostname/ip <port>

Sample

Utils network connectivity 192.168.10.1 8081

Command to check the FQDN of the UCCX server
show tech network hosts

Note: if any hostname issue in the Editor installed system, the above will help to resolve.
by adding the FQDN in hosts file of the PC.

Command to download active logs

To view the current MADM logs

show open files regexp MADM

this will display the active MADM log name

To down the specific log

file get activelog uccx/log/MADM/<logfilename.>

To Restart the tomcat to reflect the jars

Utils service restart Cisco Tomcat