Cisco Jabber Uccx Agent

WallboardFX is a certified Cisco Compatible product that has completed full Interoperability Verification Testing (IVT) …. They always get voice issues (intermittent calls, one way, sometimes cannot hear each other between agent and customer). This is a Cisco requirement and is not related to inContact WFM v2. UnifiedFX Exhibiting at Cisco Live in Barcelona in January 2020. Subject: Re: [cisco-voip] Jabber with CCX , over MRA The UCCX 12. The embedded CTI toolbar within Microsoft Unified Service Desk allows agents to manage their states. By default, Cisco Extend and Connect feature creates a permanent call to the third party phone as soon as agent logs as Cisco Finesse agent. UCCX - Agents Stuck In Certain State In all version of UCCX, I've noticed that Agents can get stuck in a certain state (Reserved, Talking, Not Ready, Ready). 6 Jabber Windows client x86; 12. WATCH OUR VIDEO. Add your VM account and be sure to set the web password, this is used for Visual Voice Mail in Jabber. This can happen on previous versions of UCCX 10. 6 VDI agent x86; 12. What is working: agent logged in to the 7841 using EM. 6(1) Cisco MediaSense 10. UCCX Agent without IP Phone or Jabber Hi, Is is possible to let UCCX agents login to Finesse Desktop without IP Phone or Jabber so they don't have extension related to IP phone or softphone and thier DN linked to Finesse Desktop itself and their web browser (feature such as WebRTC) , We want our Agents to answer and end calls using Finesse only. 0 Agent Desktop release for Unified Contact Center Express. Explore the catalog for Cisco-approved solutions that work seamlessly with your infrastructure. Task 6: Re-configure Supervisors in UCCX to Allow Finesse Agent Login. Atlantic Digital can customize Cisco UCCX to meet your unique business and operational requirements. How to provision UCM and UCCX agents and users. Click on your preferred method. Yes we are in fact using Finesse. The new user interface is here! Watch a demonstration of what is new for the Cisco Finesse 12. The users that did get logged in would have intermittent problems transferring calls and often could not hangup a call after completing their conversation. Check Cisco Price - Cisco Global Price List Tool Cisco Router, Switch, Firewall, Wireless AP, IP Phone Price List Contact Center Agent Mig from UCCX to HCS-CC Tier 6: $878. 0 it is now possible to do this. Finesse supports the following Jabber functionality: Agents cannot use Jabber to transfer or conference calls. This post is based on UCCX version 8. Navigate to Personnel, then Agents. ” It delivers call routing, management, and administration features, and is designed for businesses ranging from very small to enterprise branch offices up to 400 agents. Calling number 2003 is preferred to match US-CSQ and 2004is to match HK-CSQ. It can integrate with any CRM platform that supports mobile browsers. In brief: Support of all main desktop and mobile operating systems except Linux; Interface unification even for Cisco TelePresence devices;. Cisco Jabber for Windows. 0(1) -Common Tasks agents can log in to Unified CCX using Finesse. WallboardFX re-invents how uccx wallboards operate by leveraging the latest web technologies. UnifiedFX Exhibiting at Cisco Live in Barcelona in January 2020. x and perhaps 10. Unless you follow this procedure, agents deleted in Unified CM will continue to appear in the. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Unified CCX using Finesse. In a contact center environment, Jabber is logged in and finesse agent desktop logs in with Jabber as an agent 2. The Cisco DocWiki platform was retired on January 25, 2019. Cisco UCCX Top 20. Symptom: Jabber agent logged in to finesse agent desktop with Jabber status set "DND" - doesnt change status when on a call Conditions: STEPS TO REPRODUCE: 1. Our mission, since 2004, has been to help simplify the use and management of Cisco Unified Communications and Collaboration products through quality software and service delivery. Perform search. By default, Cisco Extend and Connect feature creates a permanent call to the third party phone as soon as agent logs as Cisco Finesse agent. Click Continue • Enter password as [email protected] NOTE: if you would like to demonstrate Cisco Agent Desktop (CAD) this feature has been removed from this demonstration. The constraints for UCCX Agent Extension is strict where the IPCC extension is not allowed on different partitions. Download Jabber client; 12. UCCX Finesse using custom Call Variable Layouts Cisco's documentation has always been rather spartan regarding assigning / presenting custom variable layouts to agents: To display a custom Call Variables Layout, in the Unified CCX routing script, set the user. On the Agents Window, for the required Agents select the Workflow Group where the Call Recording Actions are configured. The installation process is very similar to CUCM. interfaces for 3rd party software in Jabber; Cisco Mediasense integration with 3rd party applications; XML-services for IP phones; call accounting solutions; Cisco UCCX Contact Center. (IPCC was the old name for CCX!) Configuring Cisco Jabber Mobile and Integrating Directory Servers (8). Student 1 and Student 2: examine the users configured as Agents in the Cisco Unified CCX Agent column on the left side of the screen. (Up to 7200 seconds) If Automatic Work is set to enabled, agent goes into Work state after terminating the call. Several agents are able to use the wrap up , reason codes on their phone , several are not presented with the wrap up code option on the phone display. Task 6: Re-configure Supervisors in UCCX to Allow Finesse Agent Login. 6(1)SU3 with different browsers (Chrome, IE, FF). Calling number 2003 is preferred to match US-CSQ and 2004is to match HK-CSQ. Farlon UCC Desktop will help you harness the skills already in your call center and help you deliver great customer service. 0 Agent Desktop for UCCX to a friend ; Read More. 00 Get Discount: 5: CCX-10-EHA-LIC: CCX 10. 3 results available. Hi, Client want next setup to work: UCCX 11. Unified Contact Center Express (UCCX) is the solution for small to medium (up to 400 agents) call centers in Cisco's Unified Communications suite. I would like to create a realtime dashboard using the data from the Cisco UCCX system. Using advanced data source integration and custom scripting capabilities, our team can transform your call center into a finely tuned, intelligent, automated, reliable and responsive contact center operation with clear visibility into ongoing operations and the current status. In this task, you will configure each UCCX Agent to have a supervisor role and be granted supervisor access. Call Manager 10. net [mailto: > [email protected] now the supervisor should open the CAD Cisco Agent Desktop first then the CSD Cisco Supervisor Desk. Since the initial launch at Cisco UCCE v7. Cisco UCCX IPPA Phone Agent Login Service. Agents/ customer service representatives (CSR's) can work alongside any Chabot of your choice. 0 Agent Desktop release for Unified Contact Center Express. Reskill agents and CSQs with drag n drop controls. categories. C:\Users\yourwindowsuserid\AppData\Local\Cisco\Unified Communications\Jabber\CSF\History You would see a Database file which will look like [email protected] I have been tasked with finding a solution that will allow our customers to chat with our agents in our call center. Barge-in, silent monitoring, and intercept are not supported in mixed mode when CAD and Cisco Finesse agents are participants in the same call (for example, in a transfer/conference). Unified CCX Outbound Agent Dialer This feature works with Cisco Jabber in Extended mode and the new CTI Remote Device type and enables applications to have limited call control capability over third-party devices of an user. 00 Get Discount: 5: CCX-10-EHA-LIC: CCX 10. If the UCCX server is built to Cisco's minimum specifications, this integration cannot be used to obtain real-time data. Email Cisco Finesse 12. Several agents are able to use the wrap up , reason codes on their phone , several are not presented with the wrap up code option on the phone display. Cisco Unified Contact Center Express 10. Comstice Desktop Agent (Cisco Finesse Softphone) and Comstice Mobile Agent solutions offer outbound capability as well. UDP is controlled by RMC. Double click to launch Jabber from the icon on your desktop • Enter login ID - firstname. Overview of Cisco Unified Contact Center Express (UCCX) This easy-to-deploy and easy-to-use Customer Interaction Solution supports up to 400 agents in a customizable, web-based interface. 1 Launch Event. UCCX CUIC reports (10. The Cisco DocWiki platform was retired on January 25, 2019. 0 it is now possible to do this. The VistaPoint WebConsole was designed to provide Cisco UCCX/E agents the ability to log in/out of their queues and have access to powerful call handling features, while also allowing for the capturing of data during the call. This is an on-premise solution. com • Only for the first time after that just firstname. Panels can be displayed inside the console. This video describes how to configure a simple script to queue processing. This integration has been tested with and is supported for: Cisco UCCX v10. Cisco Jabber: A Day in the Life Using Cisco Jabber 11. I would like to create a realtime dashboard using the data from the Cisco UCCX system. 6(1)SU3 with different browsers (Chrome, IE, FF). Agent has to be in READY state before the call is triggered to them. All of your change points are regarding scrolling marquees, and supervisor assignments. -->On the UCCX server launch the CDA (Start-->programs-->Cisco-->Cisco Desktop administer) and here confirm if the check boxes are selected besides agent phones MAC addresses. Software Components 4 components: Unified CCX Engine Database Monitoring Recording Unified CCX Engine provides the core ACD, IVR and CTI. Conditions: The Extend and Connect is using a PSTN line. Unified CCX Outbound Agent Dialer This feature works with Cisco Jabber in Extended mode and the new CTI Remote Device type and enables applications to have limited call control capability over third-party devices of an user. The historical integration can still be used. The best Cisco UCCX Wallboard is about to get even better UnifiedFX, the leader in Cisco VoIP End Point and UCCX Agent Management invites you to join us for the WallboardFX 4. UCCX configuration basic set up and application configuration I am writing this post more or less as a refresh for myself as well, as it has been a while since I last worked on UCCX. Agent slides the screen and goes to Ready state and becomes available for customer calls. In brief: Support of all main desktop and mobile operating systems except Linux; Interface unification even for Cisco TelePresence devices;. UCCX Resource Table Uptivity. It comprises of different components within the box where as UCCE (Cisco Unified Contact Center Enterprise) is multi box solution which comprises of different roles and provides more features when compared to UCCX. • Go to Desktop layout • Add/ Modify Gadget tags in Agent • Refer Cisco Unified CCX Reporting User Guide for Gadget urls. 3 results available. com for fast assistance! > > > > *From:* [email protected] Does anyone know if this is possible using an API?. UCCX Agent without IP Phone or Jabber Hi, Is is possible to let UCCX agents login to Finesse Desktop without IP Phone or Jabber so they don't have extension related to IP phone or softphone and thier DN linked to Finesse Desktop itself and their web browser (feature such as WebRTC) , We want our Agents to answer and end calls using Finesse only. Cisco Agent Desktop Other Videos; Cisco Supervisor Desktop Back to Cisco Call Center (UCCX) Product Feedback; About;. com Support or post in the Cisco Community. However, lots of work still needs to be done before they are really "unified". Demonstration Components. Enter terms to search videos. UnifiedFX Exhibiting at Cisco Live in Barcelona in January 2020. 0 Workforce Manager Seat Qty 1 LICENSE ONLY: $550. Conditions: The Extend and Connect is using a PSTN line. This video describes how to configure a simple script to queue processing. Currently loaded videos are 1 through 15 of 3225 total videos. Currently loaded videos are 421 through 435 of 1996 total videos. 6(1) as well. Hold, Transfer or Conference the call Agent can hold, transfer and conference the call with others. UCCX would use this info for next incoming call. 6(1) Cisco Finesse 10. Cisco Jabber uses service discovery to detect Cisco Expressway and connects to the corporate network. This can happen on previous versions of UCCX 10. Technology. lastname, no @cara. Currently it is about a 100 step process which takes me about 45 minutes per agent. The figure lists the steps that are required to set up Cisco Jabber in phone-only mode. Initial UCCX Configuration, Licensing and UCCX integration with CUCM Oct 05, 2018 by Administrator in Cisco If you have been working as a Cisco UC Engineer for more than a year, by now you might have understood the importance of UCCX (Cisco Unified Contact Center Express) or UCCE (Cisco Unified Contact Center Enterprise) in Cisco Voice world. 5 How to Configure UCCX 11. inc administrator ciscopsdt Cisco Unified Communication Manager (CUCM). Mobilize your organization around customer with full contact center functionality, detailed reporting and compliance recording. 1 Launch Event. You need to copy that file to a folder and store it as a backup. The new user interface is here! Watch a demonstration of what is new for the Cisco Finesse 12. Login In the web browser address bar, type https://nsas-pccx-01. WallboardFX re-invents how uccx wallboards operate by leveraging the latest web technologies. You can dig through the CCDR in UCCX/CUIC and CDR in CUCM to find the cause codes and which device is actually terminating the call to help track this down. However, as with any technology, advancements happen at a rapid pace. Currently, my customer does not have jabber and they have tried to using VPN for their Contact Center. In a Unified CCX deployment, Finesse is installed coresident with Unified CCX, as part of the Unified CCX installer. How to provision UCM and UCCX agents and users. Currently loaded videos are 1 through 15 of 3225 total videos. com • Only for the first time after that just firstname. 5 with Finesse - Home Lab Edition. However, lots of work still needs to be done before they are really "unified". Then select Collect Traces. Cisco Finesse Mobile Agent for UCCE, PCCE and UCCX Go Live in 3 Hours. 4- Agent A. There are some usability complaints we're working through. 1(22) Cisco Unified Intelligence Center 12. 1 Finesse agents are using 7841 Phones with EM while working from the office. Enroll now at Global Knowledge to master all the essential Cisco UCCX skills from capacity planning to choosing product features and installation. Comstice Mobile Agent app is available in Google Play and Apple AppStore. 6 Jabber Windows client x86; 12. Some of you may have a shortcut to your "Agent" software on your desktop with a Telephone handset Icon. The UCCX server must be on its own domain. com for fast assistance! > > > > *From:* [email protected] Now that the Agent and the Inbound call are a 'pair' the system will try and push the call to the Agents phone. NOTE: if you would like to demonstrate Cisco Agent Desktop (CAD) this feature has been removed from this demonstration. The Best Cisco UCCX Wallboard is about to get Even Better UnifiedFX, the leader in Cisco VoIP End Point and UCCX Agent Management will shortly be announcing WallboardFX 4. Agent access to daily agent stats, number of calls answered, abandoned, average, total and maximum agent state durations No: Yes: One-click transfer for the mis-queued calls: No: Yes: Visual and Audio alerts for the Queued Calls: No: Yes: Agent Blind Transfer (UCCX) No: Yes: Access to Cisco CUCM Corporate Directory and Microsoft AD via Cisco. In this case, select the agents to delete from Unified CCX by checking the check box next to the required agent (or select all agents for deletion by clicking Check All). In this task, you will configure each UCCX Agent to have a supervisor role and be granted supervisor access. Re: Jabber Agent Login UCCX 10. Extension on the UDP and CSF should be the same. Calls via any phone line. Cisco UCCX Contact Center & Finesse Desktop Specialists. Perform search. Cisco Finesse:. 6(1) Cisco MediaSense 10. Users are not shown as On a Call in the contact list during a…. Comstice Mobile Agent app is available in Google Play and Apple AppStore. ” It delivers call routing, management, and administration features, and is designed for businesses ranging from very small to enterprise branch offices up to 400 agents. Agent Desktop Software for Cisco UCCX & UCCE Whether you are looking for a substitution to Cisco Agent Desktop or a supplement or alternative to Cisco Finesse, you have come to the right place. Just like Variphy's CDR and Call Analytics reporting, UCCX Agent and Contact Service Queue (CSQ) activity and statistics reports are highly customizable and dynamic, allowing you to specify what Agents/CSQs the report is going to include, as well as what details and statistics should appear. Sunset Learning Institute 8,474 views 17:17. It can integrate with any CRM platform that supports mobile browsers. how do you see how many Cisco agent license UCCX is currently using. Conditions: UCCX10. New Features in Cisco Jabber 12. Cisco Unified Contact Center Express (UCCX) 12. Unless you follow this procedure, agents deleted in Unified CM will continue to appear in the. Common issues when working on trouble tickets for Cisco Jabber users include: The Cisco Unified IP phone of the end user cannot be selected. Finesse supports Cisco Jabber for Windows as a contact center voice endpoint. please see the “General” tab of the UCCX Sandbox where you reserved the sandbox. We're thrilled with the latest release of Cisco Unified Contact Center Express (UCCX) 12, that is packed with a lot of new features and enhancements, that will enable you to deliver an even more superior customer experience. The users that did get logged in would have intermittent problems transferring calls and often could not hangup a call after completing their conversation. [email protected] Stay connected with the people you need, without traveling. A drag n drop administration interface for UCCX supervisors for reskilling agents and managing changes to team CSQs in near real time. Its simple design reduces complexity, eases administration, and increases flexibility, so you can focus on what really matters—your customers. There is a lot of signaling traffic between CUCM, UCCX, gateways, and phones during agent call transfers, so if any traffic gets dropped then calls will terminate unexpectedly. You will need to run the UCCX 10. Any updates or changes to this user from CUCM is not supported and can lead to problems with the Cisco Unified CCX Engine Service. Now that the Agent and the Inbound call are a 'pair' the system will try and push the call to the Agents phone. Comstice Desktop Agent (Cisco Finesse Softphone) and Comstice Mobile Agent solutions offer outbound capability as well. Cisco Finesse Agent Desktop for UCCE and UCCX. Concepts of Cisco Mobile Supervisor on iPhone/iPad; CCX Editor & Basic Scripting; Least Skilled Agent for the Call Routing; Historical Reports and Scheduled Reports. Use Cisco Jabber to register the phone extension of UCCX agent I have a Contact Center Express Implementation (v. For more information, see ACD Reports Overview. C:\Users\yourwindowsuserid\AppData\Local\Cisco\Unified Communications\Jabber\CSF\History You would see a Database file which will look like [email protected] It runs on the same UCOS platform that Unified Communications Manager and Unity Connection run on, the initial install is identical. But, Jabber Agent logged into finesse desktop is in "ready" state to take the call 4. Agent Desktop Software for Cisco UCCX & UCCE Whether you are looking for a substitution to Cisco Agent Desktop or a supplement or alternative to Cisco Finesse, you have come to the right place. Subject: Re: [cisco-voip] Jabber with CCX , over MRA The UCCX 12. now the supervisor should open the CAD Cisco Agent Desktop first then the CSD Cisco Supervisor Desk. This affects only those agent phones that have non−ACD extension shared with other phone devices. If the agent logs out for any reason, then the agent cannot log back in to the UCCX system. Configure all third-party devices or end points of an user as remote destinations on a virtual CTI Remote Device. NOTE: if you would like to demonstrate Cisco Agent Desktop (CAD) this feature has been removed from this demonstration. 0 it is now possible to do this. Dashboards, UCCX Wallboards, & Widgets. Any updates or changes to this user from CUCM is not supported and can lead to problems with the Cisco Unified CCX Engine Service. UCCX Basic SQL Query Most of the things that matter daily in UCCX 8. Here is the summary about UCCX Automatic Work and Available settings. Cisco UCCX Top 20. A perfect compliment to the Virtual Jabber Endpoint Support feature is the ability to login and set the state for Cisco UCCX Agents, with PhoneView 7. This Attendant console is embedded into Finesse and allows agents to search for users within the call center, or within the UC environment (Cisco Spark, Jabber or Microsoft Skype for Business). The users love the idea of a dedicated app that pops when a call comes in as well as the agent-to-agent chat inside CAD. Email Cisco Finesse 12. Cisco Unified Contact Center Express 10. This week I have delivered Cisco UCCXD course in Kyiv, Ukraine. January 7, 2020 at 10AM EST … Continued. Software Components 4 components: Unified CCX Engine Database Monitoring Recording Unified CCX Engine provides the core ACD, IVR and CTI. We have around 140 license and I know we are not using all of them but I would like to see how many we are using at different times of the day. Beyond Cisco UCCX, Kurmi supports the full Cisco Unified Communications suite : CUCM, WebEx, Unity Connections, CUPS (Jabber & Presence) and Spark. CISCO GPL 2020. Call Picking (UCCX only) » Lists calls currently waiting in selected queues » Agents can pick their next call » Requires Resource Skills Resource Pool Selection Model to be in place on UCCX 13. Cisco Finesse Agent Desktop TalekaTeam 9,635 views. Agent Profiles with a profile picture help supervisors in quick identification of team agents for changing agent skills, competence level, agent group and the like. UCCX Agents being stuck in a Reserved can be quite frustrating to both the customer and the Agent. Cisco UCCX utilises Cisco CUCM Extend and Connect feature to allow agents to use non-Cisco device to receive customer calls. In phone-only mode, features like IM, presence, and directory access are not available. Atlantic Digital can customize Cisco UCCX to meet your unique business and operational requirements. A team led by one or more supervisors should completely use either CAD or Cisco Finesse for e. However, if VPN is all you got, then Jabber over MRA is not necessary. 5, UCCX was migrated to Linux platform (just like CUCM). We are currently running UCCX 8. Noel _____ From: [email protected] net] On Behalf Of Rasim Duric Sent: Monday, May 05, 2008 3:09 PM To: 'Voice Noob' Cc: 'cisco-voip' Subject: Re: [cisco-voip] UCCX agent unable to connect I had the same problem a long time ago and I think I fixed it by configuring my IPCCX servers in the. UCCX CSQ & Agent Reporting & Analytics Example: Creating UCCX Contact Service Queue (CSQ) Statistic Summary Reports In Variphy Call Analytics Reporting, select the appropriate UCCX Cluster and the Reports tab from the secondary navigation. Symptom: - Agent logged in the UCCX - Using Extend and Connect via Jabber to another line besides their IPCC extension - Dials out from Jabber to a PSTN line - Record of the outbound call is not written to the UCCX DB. 5 Virtualization ü ü ü ü ü ü ü Cisco Unified Intelligence Center X XX ü ü ü ü ü Finesse Desktop X X X ü ü ü ü Customer Web Chat X X X ü ü ü ü Customer Email / Mixed Mode X X X X ü ü ü Video Enabled Contact Center X X X ü ü ü ü Outbound > Predictive and. If you use Cisco Jabber for Windows in a virtual environment, you can add voice and video capability by using Cisco Jabber Softphone for VDI (formerly Cisco Virtualization Experience Media Edition). 00 Get Discount: 5: CCX-10-EHA-LIC: CCX 10. By default, Cisco Extend and Connect feature creates a permanent call to the third party phone as soon as agent logs as Cisco Finesse agent. Jabber is in "DND" state 3. 3225 results. One of the topics discussed in this course wass the Agent Chat feature. interfaces for 3rd party software in Jabber; Cisco Mediasense integration with 3rd party applications; XML-services for IP phones; call accounting solutions; Cisco UCCX Contact Center. This can happen on previous versions of UCCX 10. Request Trial Licence: https://comstice. Comstice is a Cisco Preferred Solution Partner specialising in contact center solutions compatible with Cisco UCCE, UCCX and PCCE. One of the topics discussed in this course wass the Agent Chat feature. Right now Cisco Jabber is being implemented in the company but I presents an issue with the Cisco Agent Desktop (CAD) of the Contact Center Express agents. 2Ring Compact Agent running inside of Cisco Jabber is a strong reason for organizations that already run or plan on investing into Cisco Contact Center to use Cisco Jabber and not other platforms. Atlantic Digital can customize Cisco UCCX to meet your unique business and operational requirements. " It delivers call routing, management, and administration features, and is designed for businesses ranging from very small to enterprise branch offices up to 400 agents. Supervisors can still see the agents on their desktop but they lose anyt type of chat, database pop-ups and other features designed for the CAD. Symptom: FIPPA agents get stuck on Not Ready Non ACD Offhook, and not taking calls even after hanging up a NON ACD call. Hold, Transfer or Conference the call Agent can hold, transfer and conference the call with others. Just wanted to see what all people use aside from UCCX and UCCE for their contact center/IVR solutions? Doesn't have to be Cisco. Click Next twice and select an appropriate location to download the logs too. A perfect compliment to the Virtual Jabber Endpoint Support feature is the ability to login and set the state for Cisco UCCX Agents, with PhoneView 7. Receive customer calls In case of UCCE, customer call arrives to agent's cell line. This affects only those agent phones that have non−ACD extension shared with other phone devices. UCCX supports agent-based services in the form of inbound/outbound voice, email, web chat and customer interaction management in an easy to install and configure package. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Unified CCX using Finesse. x are mostly done in CCX Administration (appadmin) and some troubleshooting done CCX Editor. Cisco Unified Contact Center Express Server 12. Symptom: Finesse agent tries to login and after entering the credentials it gets stuck at Signing In. 6 Jabber Windows client x86; 12. We have around 140 license and I know we are not using all of them but I would like to see how many we are using at different times of the day. The Agents phone is currently logged in and registered. CSF for Jabber and Remote Destinations in CUCM. UCCX & CUIC Part 3: Creating and Managing Dashboards Using CUIC in Unified Contact Center Express - Duration: 17:17. The new user interface is here! Watch a demonstration of what is new for the Cisco Finesse 12. Cisco Jabber: A Day in the Life Using Cisco Jabber 11. The Variphy Stack is the preferred Analytics & Management platform for Cisco Collaboration. UCCX UCCX - Barge Features February 10, 2016 Root collaboration, uccx 2 Comments. Easy to deploy and easy to use, UCCX has the security and capabilities you need. 1 and CUCM version 8. Task 8: Test the Test Application in UCCX In this task, both Student 1 and Student 2 will test the newly created Test IVR Application UCCX. ← Installing and Configuring Cisco Jabber on IPhone. All of the links below are sourced from the Cisco UC on UCS Wiki Supported Applications page. Enroll now at Global Knowledge to master all the essential Cisco UCCX skills from capacity planning to choosing product features and installation. What is working: agent logged in to the 7841 using EM. You can though use E&C feature that will allow to use any home phone be it a mobile landline etc as agent phone to take calls from home. You Might Also Like. CISCO JABBER AND FINESSE LOGIN TO TAKE CALLS. December 17, 2019. Email Cisco Finesse 12. The Cisco Jabber application can be used with Citrix or VMWare VDI solution. The new user interface is here! Watch a demonstration of what is new for the Cisco Finesse 12. There is a lot of signaling traffic between CUCM, UCCX, gateways, and phones during agent call transfers, so if any traffic gets dropped then calls will terminate unexpectedly. Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. UCCX Finesse using custom Call Variable Layouts Cisco's documentation has always been rather spartan regarding assigning / presenting custom variable layouts to agents: To display a custom Call Variables Layout, in the Unified CCX routing script, set the user. You will need to run the UCCX 10. 0 Agent Desktop release for Unified Contact Center Express. Several agents are able to use the wrap up , reason codes on their phone , several are not presented with the wrap up code option on the phone display. Comstice Desktop Agent has built-in Cisco Jabber and third party SIP Phone features which can register to Comstice Cloud Telephony Service. net] *On Behalf Of *Ed Leatherman > *Sent:* Tuesday, September 29, 2009 7:03 PM > *To:* Countryman, Edward > *Cc:* [email protected] WallboardFX re-invents how uccx wallboards operate by leveraging the latest web technologies. UCCX (Unified Contact Center Express) is also known as IPCC Express or CRS (Customer Response System). Welcome to WallboardFX (Cisco UCCX Wallboard), Cisco Contact Center Management System. UCCX delivers sophisticated call routing, conversational IVR capabilities, management, and administration features for departmental, enterprise branch office, or small. Panels can be displayed inside the console. IPCC - If you don't do this, you cant configure as agent or resource in CCX. Search for the "Agent" software in "All Programs" under Cisco > Desktop > Agent. 0 Agent Desktop for UCCX to a friend ; Read More. Send Connectors is to allow uccx sending email out via exchange. • The CTIRD device has to be associated with the UCCX Application user. 1 Yes Jabber device (CSF for desktop jabber) is just like a phone from licensing perspective, it will use Enhanced UCL license in CUCM, if you have CUWL or Enhanced Plus then you can have 10 or 2 devices associated to single user respectively. Call Manager 10. Demonstration Components. UCCX would use this info for next incoming call. In this case, select the agents to delete from Unified CCX by checking the check box next to the required agent (or select all agents for deletion by clicking Check All). 8 Jabber Windows client x86; Download VDI agent for Jabber; 12. inContact WFM v2 cannot report properly on agent-based routing. To do this open RTMT Tool against the UCCX Server and Select Traces and Alerts. Email Cisco Finesse 12. Configuring Cisco UCCX Cisco UCCX utilises Cisco CUCM Extend and Connect feature to allow agents to use non-Cisco device to receive customer calls. I hope it will be useful to you. CAD or Finesse? Outbound subsystem or just making >> calls from Agent phone? >> >> On Thu, Feb 26, 2015 at 10:50 AM Ben Story wrote: >> >>> We have a UCCX queue that has the logic that if all agents are Not >>> Ready, it will send the call to voicemail. 0 Agent Desktop release for Unified Contact Center Express. Configure all third-party devices or end points of an user as remote destinations on a virtual CTI Remote Device. ← Installing and Configuring Cisco Jabber on IPhone. UCCX (Cisco Unified Contact Center Express) is a product from Cisco which is single box solution. 1 Launch Event. Email [email protected] If working remotely - Jabber should be used. We are currently running UCCX 8. View and monitor your performance as a whole, by team or by agent from anywhere in the world. This integration has been tested with and is supported for: Cisco UCCX v10. I would like to create a realtime dashboard using the data from the Cisco UCCX system. net] *On Behalf Of *Ed Leatherman > *Sent:* Tuesday, September 29, 2009 7:03 PM > *To:* Countryman, Edward > *Cc:* [email protected] 10000-48) Cisco Social Miner 12. You Might Also Like. If you have Cisco Jabber on your desktop, then the first time you sign in to Desktop Chat, you will see your Cisco Jabber contact list in the Desktop Chat window. Cisco Jabber: A Day in the Life Using Cisco Jabber 11. This course, Deploying Cisco Unified Contact Center Express (UCCXD) provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. The new user interface is here! Watch a demonstration of what is new for the Cisco Finesse 12. This enables personal admins, contact center agents, and others to use Jabber for their day-to-day communications on multiple lines. Symptom: Jabber agent logged in to finesse agent desktop with Jabber status set "DND" - doesnt change status when on a call Conditions: STEPS TO REPRODUCE: 1. Cisco Jabber Guest Server 11. Comstice Desktop Agent (Cisco Finesse Softphone) and Comstice Mobile Agent solutions offer outbound capability as well. Follow the configuration checklist to set up Cisco Jabber in phone-only mode. Contact Center Solutions like Cisco UCCX are designed to deliver a highly secure, available, virtual, and sophisticated customer interaction management solution for your agents. How to provision UCM and UCCX agents and users. UCCX & CUIC Part 3: Creating and Managing Dashboards Using CUIC in Unified Contact Center Express - Duration: 17:17. This integration has been tested with and is supported for: Cisco UCCX v10. Demonstration Components. 0 v2 increased agent flexibility, and network hosting efficiencies. The UCCX server must be on its own domain. Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel. Comstice Mobile Agent for Cisco UCCE, PCCE and UCCX helps agents to login using smart phones, iPad and tablets on android. Perform search. 1 Finesse agents are using 7841 Phones with EM while working from the office. 0 v1 demonstration to experience this part of the application suite. Just wanted to make sure if I understood you correctly, say I have user permissions (assuming my customer could get from Cisco) and make database edits affecting agent profile, skill, team, call routing,etc, will that change take effect immediatly i. please see the “General” tab of the UCCX Sandbox where you reserved the sandbox. This video describes how to configure a simple script to queue processing. As soon as the agent takes the call, the Caller Name and Caller Number are presented on the phone. 10000-39 An agent has a personal line (key 1) and a CCX line (key 2). I would like to create a realtime dashboard using the data from the Cisco UCCX system. Cisco Connected Mobile Experiences (CMX) is a smart Wi-Fi solution that uses the Cisco wireless infrastructure to detect and locate consumers' mobile devices. Configure all third-party devices or end points of an user as remote destinations on a virtual CTI Remote Device. Please note that Cisco Extend and Connect only supports inbound ACD calls with Cisco UCCX Finesse. Comstice Desktop Agent has built-in Cisco Jabber and third party SIP Phone features which can register to Comstice Cloud Telephony Service. This is a Cisco requirement and is not related to inContact WFM v2. x SRND is telling us that an end point (like CSF or 8851) registered via MRA is supported as an Agent device. Its simple design reduces complexity, eases administration, and increases flexibility, so you can focus on what really matters—your customers. Welcome to WallboardFX (Cisco UCCX Wallboard), Cisco Contact Center Management System. 1(22) Cisco Unified Intelligence Center 12. Learn about the Cisco Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. Cisco Unified Contact Center Express 10. Click-to-expand the types of reports below to see names and descriptions of all. By connecting NICE Uptivity Performance Management to your contact center phone system, you can generate reports that deliver vital performance information and highlight where adjustments need to be made on an agent or group basis. Comstice Mobile Agent for Cisco UCCE, PCCE and UCCX helps agents to login using smart phones, iPad and tablets on android. Cisco UCCX IPPA Phone Agent Login Service. Conditions: The Extend and Connect is using a PSTN line. Two step process. 3 results available. Holding at CCX 10. The historical integration can still be used. • Go to Desktop layout • Add/ Modify Gadget tags in Agent • Refer Cisco Unified CCX Reporting User Guide for Gadget urls. layout ECC variable to the name of a configured Call Variables Layout. So here is the list… 1. 8; Cisco Unified Communications Manager 12. Perform search. Operating as a Cisco Contact Center agent directly from Cisco Jabber for Windows or from a browser on your favorite device. Don't miss our new resources and best practices for working remotely. Then either using a Mobile VPN or NAT over the firewall, they can access and login to Cisco Finesse. 0 Agent Desktop release for Unified Contact Center Express. IP Phone Agent (IPPA) cannot log into UCCX after failover. Conditions: The Extend and Connect is using a PSTN line. 00 Get Discount: 5: CCX-10-EHA-LIC: CCX 10. This does create a little more overhead for the UC Administrator and some confusion for the UCCX Agent by having to remember to log into Finesse with a 'no space' in their username as well as. Cisco Contact Center Enterprise. Cisco Unified Contact Center Express (UCCX) 12. CCX 10 OB IVR, Predictive and Progressive Agent License: $695. Holding at CCX 10. Many Cisco Agent Desktop (CAD) users at the user's site could not login to Unified Contact Center Express(UCCX)consistently. The different download packages can be found on this page. Symptom: When calls come in to our phones after passing through the UCCX script, the call is presented with the DN of the hunt group DN that is used to distribute calls. Task 7: Configure Supervisors in UCCX. The client application has an independent voicemail ID, which is set in the application Options dialog box. Steps to reproduce the issue: 1- Agent A receives a call on a NON ACD line (Second line) 2- Agent A sets the call on HOLD and does a call to Agent B using Agent DN (Primary line) 3- Agent B answers the call on NON ACD line (second line ) and connects with Agent B. However, if VPN is all you got, then Jabber over MRA is not necessary. Comstice Desktop Agent has built-in Cisco Jabber and third party SIP Phone features which can register to Comstice Cloud Telephony Service. The documentation for the 50 agents per team is in the UCCX 11 PDF manual on page 12 if you go by the page numbers in the actual document. Task 7: Configure Supervisors in UCCX. Email Cisco Finesse 12. If what you are looking for isn't listed, search Cisco. You Might Also Like. This is Cisco's software solution for multisite staff forecasting, scheduling and Quality Management in the UCCX environment. This integration has been tested with and is supported for: Cisco UCCX v10. The best Cisco UCCX Wallboard is about to get even better UnifiedFX, the leader in Cisco VoIP End Point and UCCX Agent Management invites you to join us for the WallboardFX 4. Using advanced data source integration and custom scripting capabilities, our team can transform your call center into a finely tuned, intelligent, automated, reliable and responsive contact center operation with clear visibility into ongoing operations and the current status. UCCX delivers sophisticated call routing, conversational IVR capabilities, management, and administration features for departmental, enterprise branch office, or small. Search results. Select the 'CCX Engine' for the log type and 'All UCCX Server'. The Cisco desktop Workflow administrator, is part of the Unified Contact Center Enterprise suite. Currently, my customer does not have jabber and they have tried to using VPN for their Contact Center. Finesse Agent Setup Procedure Before logging into Finesse (https://ccxpub1. 1 Launch Event. I hope it will be useful to you. Cisco Jabber registers with Cisco Unified Communications Manager using SIP. Click Continue • Enter password as [email protected] 7 VDI agent x86. Just wanted to make sure if I understood you correctly, say I have user permissions (assuming my customer could get from Cisco) and make database edits affecting agent profile, skill, team, call routing,etc, will that change take effect immediatly i. CISCO JABBER AND FINESSE LOGIN TO TAKE CALLS. Calls via any phone line. Hi all, A few days ago I answered a question from a reader of the blog regarding the problem of displaying Caller ID on UCCX agent's phone. Subject: Re: [cisco-voip] Jabber with CCX , over MRA The UCCX 12. 54:24 to 55:05 - UCCX Configuration: Adding Agents/Supervisor to a team 55:06 to 1:03:26 - Placing and receiving test calls from Finesse Desktop Agent and Finesse IP Agent to our CSQ in UCCX. This is Cisco's software solution for multisite staff forecasting, scheduling and Quality Management in the UCCX environment. 0 Agent Desktop release for Unified Contact Center Express. No mobile VPN required. View more in. Notice both agents are listed. Access the Cisco Desktop Administrator through web administration pages for UCCX. Review the Cisco UCCX installation and configuration guide, the administrator guide, and the hardware and system software specifications. 0 Agent Desktop for UCCX to a friend ; Read More. Stay connected with the people you need, without traveling. Sunset Learning Institute 8,474 views 17:17. Yes we are in fact using Finesse. Learn about the Cisco Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. 4 data stores: Configuration data store - Resources, Skills, Resource Group, Team and CSQ Repository data store - Stores Prompts, scripts, grammars and docs Agent data store - Agent logs and statistics Historical data store…. Cisco Jabber VDI. Operation Perspective Contact Center Solution Components Details Component Host name (URLs) Login id Password Cisco Unified Contact Center Express (UCCX) hq-uccx. edu:8445/desktop/ or use the shortcut on your desktop to access Finesse. 00 Get Discount: 5: CCX-10-EHA-LIC: CCX 10. 0(1) -Common Tasks agents can log in to Unified CCX using Finesse. Symptom: - Agent logged in the UCCX - Using Extend and Connect via Jabber to another line besides their IPCC extension - Dials out from Jabber to a PSTN line - Record of the outbound call is not written to the UCCX DB. The embedded Cisco Finesse desktop supports inbound and outbound contact center functions, such as: Customizable agent and supervisor desktop layout. 0 Agent Desktop release for Unified Contact Center Express. The different download packages can be found on this page. Contact Center Solutions like Cisco UCCX are designed to deliver a highly secure, available, virtual, and sophisticated customer interaction management solution for your agents. By default, Cisco Extend and Connect feature creates a permanent call to the third party phone as soon as agent logs as Cisco Finesse agent. 6(1) Cisco Finesse 10. db (for example : If my windows user id is "support" then the file i will see something similar to [email protected] The result is the agent can access the CCX, Finesse, CUIC for their operational but not for a voice connection. Student 1 and Student 2: examine the users configured as Agents in the Cisco Unified CCX Agent column on the left side of the screen. The new user interface is here! Watch a demonstration of what is new for the Cisco Finesse 12. layout ECC variable to the name of a configured Call Variables Layout. The documentation for the 50 agents per team is in the UCCX 11 PDF manual on page 12 if you go by the page numbers in the actual document. Perform search. 5 with Finesse - Home Lab Edition. They can go to Ready state and start taking customer calls. Dashboards, UCCX Wallboards, & Widgets. Sign up free Log in. We're thrilled with the latest release of Cisco Unified Contact Center Express (UCCX) 12, that is packed with a lot of new features and enhancements, that will enable you to deliver an even more superior customer experience. This integration has been tested with and is supported for: Cisco UCCX v10. Unfortunately, If you want to be supported by Cisco or whomever your Cisco partner is, no. UCCX Resource Table Uptivity. If the agent logs out for any reason, then the agent cannot log back in to the UCCX system. x The agent can login to a fresh system on UCCX 8. In this task, you will configure each UCCX Agent to have a supervisor role and be granted supervisor access. Cisco Jabber registers with Cisco Unified Communications Manager using SIP. This is obviously not acceptable in mobile. This does create a little more overhead for the UC Administrator and some confusion for the UCCX Agent by having to remember to log into Finesse with a 'no space' in their username as well as. Notice both agents are listed. Finesse supports the following Jabber functionality: Agents cannot use Jabber to transfer or conference calls. The new user interface is here! Watch a demonstration of what is new for the Cisco Finesse 12. UCCX supports agent-based services in the form of inbound/outbound voice, email, web chat and customer interaction management in an easy to install and configure package. The solution is built on top of Finesse API and it basically provides agent state and call control features in a simplified and touch screen friendly interface that is suitable for both desktops and tablets. STEP 1) Log into Cisco Jabber. Symptom: When calls come in to our phones after passing through the UCCX script, the call is presented with the DN of the hunt group DN that is used to distribute calls. Still will need EM to get one phone shared by multiple agents but you can eliminate all the "voodoo" technolology that comes with CAD and scares the old school agents. Subject: Re: [cisco-voip] Jabber with CCX , over MRA The UCCX 12. 1 Yes Jabber device (CSF for desktop jabber) is just like a phone from licensing perspective, it will use Enhanced UCL license in CUCM, if you have CUWL or Enhanced Plus then you can have 10 or 2 devices associated to single user respectively. Comstice Mobile Agent for Cisco UCCE, PCCE and UCCX helps agents to login using smart phones, iPad and tablets on android. UCCX (Unified Contact Center Express) is also known as IPCC Express or CRS (Customer Response System). Cisco Unified Contact Center Express (UCCX) 12. 6(1) as well. Users are not shown as On a Call in the contact list during a…. Display data on large screens in contact centers with visual alert color changes based on configurable thresholds. We have around 140 license and I know we are not using all of them but I would like to see how many we are using at different times of the day. Search for the "Agent" software in "All Programs" under Cisco > Desktop > Agent. The embedded Cisco Finesse desktop supports inbound and outbound contact center functions, such as: Customizable agent and supervisor desktop layout. x SRND is telling us that an end point (like CSF or 8851) registered via MRA is supported as an Agent device. Hi, Client want next setup to work: UCCX 11. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco. categories. 7 Jabber Windows client x86; 12. Today we talk about a scenario for you UCCX, which implements the ability to send the ringback tone to the caller when the call is sent to the agent, and the agent's phone rings. Add your VM account and be sure to set the web password, this is used for Visual Voice Mail in Jabber. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Unified CCX using Finesse. UCCX configuration basic set up and application configuration I am writing this post more or less as a refresh for myself as well, as it has been a while since I last worked on UCCX. This enables personal admins, contact center agents, and others to use Jabber for their day-to-day communications on multiple lines. Agent access to daily agent stats, number of calls answered, abandoned, average, total and maximum agent state durations No: Yes: One-click transfer for the mis-queued calls: No: Yes: Visual and Audio alerts for the Queued Calls: No: Yes: Agent Blind Transfer (UCCX) No: Yes: Access to Cisco CUCM Corporate Directory and Microsoft AD via Cisco. 0 ENH HA LICENSE ONLY. But, Jabber Agent logged into finesse desktop is in "ready" state to take the call 4. We've enhanced CDR Reporting & Call Analytics by introducing Dashboards, Wallboards, & Widgets. CCX Scripting Series - Are there agents Logged-In or Ready? May 19, 2015 November 4, 2017 - by Bill In a contact center environment, customers quite often want to perform custom call routing when either there are no agents in a ready state, or if there are no agents logged in to a specific CSQ. UCCX UCCX (Unified Contact Center Express) is also known as IPCC Express or CRS (Customer Response System). Currently loaded videos are 421 through 435 of 1996 total videos. To do this open RTMT Tool against the UCCX Server and Select Traces and Alerts. Cisco UCCX script checking for agents available before queue A coworker asked for guidance in UCCX scripting. 5 and have Jabber licenses. Email [email protected] 5 with UCCX 11. Cisco UCCX IPPA Phone Agent One Button Login. net [mailto:[email protected] Using advanced data source integration and custom scripting capabilities, our team can transform your call center into a finely tuned, intelligent, automated, reliable and responsive contact center operation with clear visibility into ongoing operations and the current status. 6(1) Cisco MediaSense 10. Student 1: using Cisco Jabber, notify Student 2 that they may continue with the next step. Add your VM account and be sure to set the web password, this is used for Visual Voice Mail in Jabber. January 7, 2020 at 10AM EST … Continued. This example shows how to Integrate CUCM 11. In a contact center environment, Jabber is logged in and finesse agent desktop logs in with Jabber as an agent 2. Providing an instant view of Contact Center activity. 0 ENH HA LICENSE ONLY. Can anyone say whether or not a CCX phone agent (or finesse agent in the future) is supported over MRA? The MRA guides say: The Expressway does not support some Cisco Unified Contact Center Express (Unified CCX) features for contact center agents or other users who connect over MRA. categories. 1) and has always worked perfectly with Cisco IP Communicator. Cisco Jabber Guest Server 11. I hope it will be useful to you. Easy to deploy and easy to use, UCCX has the security and capabilities you need. Unified CCX Outbound Agent Dialer This feature works with Cisco Jabber in Extended mode and the new CTI Remote Device type and enables applications to have limited call control capability over third-party devices of an user. WallboardFX is a certified Cisco Compatible product that has completed full Interoperability Verification Testing (IVT) …. how do you see how many Cisco agent license UCCX is currently using. Category: UCCX UCCX - 11 - Provisioning in CCX and UCM. (Up to 7200 seconds) If Automatic Work is set to enabled, agent goes into Work state after terminating the call. If UCCX is used, Jabber Iphone or a physical IP Phone is used. This integration has been tested with and is supported for: Cisco UCCX v10. Agent slides the screen and goes to Ready state and becomes available for customer calls. If the UCCX server is built to Cisco's minimum specifications, this integration cannot be used to obtain real-time data. Search for the "Agent" software in "All Programs" under Cisco > Desktop > Agent. Click Continue • Enter password as [email protected] db (for example : If my windows user id is "support" then the file i will see something similar to [email protected] Cisco Unified Contact Center Express (UCCX) 12. CSF for Jabber and Remote Destinations in CUCM. From a silent monitor session, the Supervisor can then Barge into the call between the Agent and the Customer. Student 1 and Student 2: examine the users configured as Agents in the Cisco Unified CCX Agent column on the left side of the screen. Whatever, we can live with this. Learn about the Cisco Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. Receive customer calls In case of UCCE, customer call arrives to agent's cell line. It runs on the same UCOS platform that Unified Communications Manager and Unity Connection run on, the initial install is identical. 3 results available. This topic describes how Cisco Jabber can access corporate resources from any location. 0 Agent Desktop release for Unified Contact Center Express. UCCX Consulting. Call Picking (UCCX only) » Lists calls currently waiting in selected queues » Agents can pick their next call » Requires Resource Skills Resource Pool Selection Model to be in place on UCCX 13. View and monitor your performance as a whole, by team or by agent from anywhere in the world. Here is the summary about UCCX Automatic Work and Available settings. After developing a time of day check and simple queueing mechanism, he realized he would need to check if there are agents available in a CSQ regardless of the time of day (snow emergency, company meeting, someone forgot to log out, etc. Cisco Jabber for Windows. lastname, no @cara. It can integrate with any CRM platform that supports mobile browsers. 12 results available. Two step process. 1 Yes Jabber device (CSF for desktop jabber) is just like a phone from licensing perspective, it will use Enhanced UCL license in CUCM, if you have CUWL or Enhanced Plus then you can have 10 or 2 devices associated to single user respectively. Follow the configuration checklist to set up Cisco Jabber in phone-only mode. This can happen on previous versions of UCCX 10. The following state controls are supported, Login - Agent may be configured to auto login to Cisco Finesse upon Login to Unified Service Desk. 7 VDI agent x86. Note: The user ID in Cisco Unity Connection does not need to match the user ID in Cisco Unified Presence or in the client application. The problem is that when a call is sent to an agent, in fact, CUCM performs a call transfer, and therefore the caller is put on hold (it is done by CUCM). Now Cisco labels them as "Unified Communication Applications". "Overview of the Cisco Agent Desktop Administrator GUI, creating Work Flows and assigning them to agents" In this post a will quickly scratch the surface on the Cisco Agent Desktop Administrator client. STEP 1) Log into Cisco Jabber. 00 Get Discount: 4: CCX-10-WFM-LIC: CCX 10. This is a Cisco requirement and is not related to inContact WFM v2. You can dig through the CCDR in UCCX/CUIC and CDR in CUCM to find the cause codes and which device is actually terminating the call to help track this down. UCCX would use this info for next incoming call. Agent DNs on MRA-registered Jabber for iPhone/Android phones, and UCCX set to Agent State after Ring No Answer to "ready".
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