Modelo propuesto

Now that any files used by the UCCX system need to be on box how is disk space managed? With the move to the appliance, opening My Computer and checking how much space is consumed is no longer possible. In fact many things that we‟ve become accustomed to doing with regards to checking on system statistics via a Windows interface is now done via the Real Time Monitoring Tool. So to find out if the appliance is running out of disk space let‟s launch RTMT and take a look.

Note: The RTMT is specific to the version of CUCM or UCCX. If you receive an error when logging in close the login window and launch the correct tool.

Step 16: Login to the Tool using the following:

a. Host IP Address is the address of the CRS Server

 10.1.100.110.

b. User Name  Administrator (OS Administrator‟s account)

c. Password  Cisc0123

Step 17: Leave the remaining default selections and click OK.

Step 18: Click OK to select the Default configuration.

Step 19: From the System  Server menu select Disk Usage.

The RTMT will show both graphically and through number representation what the disk usage amount is.

The RTMT is used not only to check on disk space but it‟s also used to monitor the rest of the system.

Some might recognize this as looking very similar to PerfMon and you would be correct. RTMT can show a system overview.

Step 20: Click on System Summary under the left System menus. Using this summary the

administration can get a quick overview of the system performance and if any Alerts were issued.

RTMT can also be configured to send email or pages or both which would alert a system administrator to any thresholds that are being surpassed and resulting in a negative impact on system performance.

Another important task that the system administrator may need to perform is extracting log files to help with troubleshooting. The following illustrates how to extract and view the MIVR and MADM files.

Step 21: From the System menu click on Trace & Log Central

Step 22: Click on the Cisco Engine and Cisco JTAPI check boxes.

Step 23: Click Next.

Step 24: Click Next.

Step 25: Select the Collection Time criteria for the log file extraction.

Step 26: Select the location where to export the files to.

Step 27: Click Finish.

Step 28: Browse to the location of the log files. C:\Program Files\Cisco\CallManager Serviceability\LogFiles  uccx80pm  MIVR folder..

Step 29: Double Click on one of the files.

Step 30: Open the file using WordPad.

Task 6: Reporting

Agent Multi-Line Reporting via Historical Reporting

What is Multi-Line Reporting?...

Multi-Line reporting is a capability added to the default HR tool with version 8.0.

This report allows the contact center to show calls to or from an agent that do not begin or end on an ICD line. If an agent has multiple lines for either personal use or to answer other queues previous this was not possible to report on. With Ver.

8.0 this is now possible.

Why would I want to see this

information?

If an organization uses overflow extensions for a queue that has no available agents as a catch all they will now be able to report back on this kind of catch all.

This would allow the Supervisor to determine whether or not too add agents based on this information. Alternatively if an agent is not performing to

expectations and this is a result of them always being on the phone this will give concrete evidence to this kind of behaviour.

One of the most important tasks in a Contact Centre is Reporting. Reporting on the number of calls that come into a queue, the number of calls agents are able to handle and the list goes on and on. If this is the first time using Contact Centre Express there are two ways to see agent statistics. The first is the Real Time Reporting via the GUI interface under the AppAdmin pages. This information is exactly what is says – Real Time. What is happening right now with a queue, how many calls are in queue, how many

outbound calls are in progress etc, etc. The second kind of reporting is using the Historical Reporting client. The following outlines where the client is located and then focuses on reporting back on Multi-Line usage.

Step 1: Log into the AppAdmin pages.

Note: The HR client is already installed on the Agent1 PC.

Step 2: From the Tool  Plug-ins menu select the Cisco Unified CCX Historical Reports link.

Step 3: Either download the client to the workstation or run the installation from this location.

Step 4: Once installed double click on the Cisco Unified CCX Historical Reports icon on the desktop.

Step 7: Using the HR console select whether to schedule the running of a report or select a report to be run and viewed now.

Note: It is still recommended that the running of any HR is done during off peak hours.

Step 8: Under the General Tab select to run the Detailed Call by Call CCDR.

These reports will also show information on multi-line reports:

Agent Call Summary Report, Agent Detail Report, Agent Summary Report Step 9: Select an appropriate time frame.

Step 10: Click View.

Step 11: The result(s) of the report will be displayed in the Report Viewer.

This report shows that the agents not only handled calls that came into the queue but that calls were either initiated from or terminated on their non-ICD extension.

Step 12: This report can be exported to several formats including as an MS Excel spreadsheet. To export the report click on the Export icon in the top left of the Report Viewer.

Step 13: Select the format for the export. In this instance PDF was chosen.

Step 14: Select where to save the file to under Destination.

Step 15: Click OK.

Step 16: Select the range of data to be exported.

Step 17: Select the location of where to save the export result to.

Step 18: A progress window opens and depending on the amount of data being exported may only appear briefly.

The End

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