Native Call Queueing (NCQ) depends on accurate statistics from devices assigned to Directory Numbers (DNs). To ensure optimal performance, it’s essential to keep the NCQ configuration up to date.

The CUCMView tool supports this process by helping you manage and maintain the necessary configuration settings.

Settings to Maintain #

Details on modifying each configuration item above:

• Hunt Pilots
  • Alerting Name: This is the Hunt Group Name that shows up in the NCQ Widgets
  • Queue Calls: Enabled
  • Display Line Group Member DN as Connected Party: Enabled
• DNs and Devices
  • Alerting Name: This is the Agent Name that shows up in the NCQ Widgets
  • Allow Control of Device from CTI: Enabled
  • For Each Associated Device:
    • Allow Control of Device from CTI: Enabled
    • The device needs to be assigned to the Application User

Cloud Connect Programs #

isvCucmInfo #

This is the service that runs Native Call Queues. You can view the live logs for isvCucmInfo at any time, as well as start and stop the service.

1. Navigate to the Start Menu of your Cloud Connect server and search for Manage Background Service.
2. In the list of services, select isvCucmInfo.

Note: Calls that occur while the service is stopped will not be calculated into the real-time widgets. This does not affect historical reporting.

CucmView #

CucmView is a configuration tool used to set up NCQ parameters. In addition to its configuration capabilities, it can also generate a list of devices that need to be assigned to the Application User, helping ensure proper system access and functionality.

• CUCM Configuration Fields:
  • CUCMAddress: Publisher IP Address
  • CUCMPort: CUCM AXL Port – Default is 8443
  • CUCMUserId: Application User UserId
  • CUCMPassword: Application User Password
• Infortel Select Configuration Fields:
  • StatHubConStr: Connection String to ISI Event Hub
  • StatHubName: ISI Event Hub Name
  • StatHubPartition: Customer Specific Event Hub Partition

CucmView can be launched from the Start Menu on your Cloud Connect Server by searching for CucmView.

CucmLoad #

CucmLoad is a scheduled utility that keeps the isvCucmInfo database synchronized with the latest configuration data from the CUCM. This ensures that any updates to Hunt Pilots, Directory Numbers (DNs), or Devices are automatically reflected and always current.

If you ever need to trigger an update manually, you can run the CucmLoad program to refresh the isvCucmInfo data on demand. CucmLoad can be launched via the Start Menu on your Cloud Connect Server.

Gathering Configuration Items #

1. Launch CucmView from the Start Menu.
2. Click Site Config.
3. Within Site Config, click Check Devices.
   • Wait for the system to look through the CUCM Configuration. When this completes, it will output a file to the Cloud Connect Programs path named CucmView_CheckResource.log.
     • Default path: C:\Program Files (x86)\ISI Cloud Connect\Programs\CucmView_CheckResource.log

Interpreting the CucmView_CheckResource.log File #

• USER-DEVICE: Lists all devices currently assigned to the Application User.
• PILOT-AGENTS: Displays every Hunt Piot with Call Queuing enabled, along with its associated Directory Numbers (DNs) and devices.
  • Hunt Pilot Number: Each entry begins with the Hunt Pilot number.
  • Assigned DNs: Under each Hunt Pilot, the DNs assigned to it are listed. Each DN includes:
    • CTI-CTRL: Indicates whether Allow Control of Device from CTI is enabled.
  • Associated Devices: Listed beneath each DN. For each device, the following details are shown:
    • CTI-CTRL: Whether Allow Control of Device from CTI is enabled.
    • USER-Dev: Whether the device is assigned to the Application User.

Note: If a DN has no devices listed, it means there are currently no devices associated with that DN

• Missing Configuration Items
  • PILOTS-NO-DSP-CNUM: Hunt Pilot doesn’t have Display Line Group Member DN as Connected Party Enabled
  • AGENTS-NO-CTI-CTRL: The DN does not have Allow Control of Device from CTI enabled.
  • AGENTS-NO-DEVICES: The DN has no associated devices.
  • DEVICES-NO-CTI-CTRL: The device does not have Allow Control of Device from CTI enabled.
  • MISSING-USER-DEVICES: The device is not assigned to the Application User.

Requesting Support #

If you encounter any issues, please include the following files in your support request.

• C:\ISI Cloud Connect\Data\Logs
  • Latest isvCucmInfo.iLog file containing error messages
• C:\Program Files (x86)\ISI Cloud Connect\Programs
  • The isvCucmInfo.yaml file
  • All isvCucmSite.yaml files
  • Latest CucmView_CheckResource.log file