Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS
In the past, with our old vender, we used simple macros that opened the form and supplied parameters to a macro to pop up the Issue form or Customer Agent form. The new vender Cisco using IPCC and the Cisco Agent Desktop uses macros that call some very simple Remedy macros that pop up one of 2 forms. With the new method, we are running into all kinds of problems. It appears that the Microsoft CTFMON.exe is coming into play frequently making the macros not work. We have disabled these and it still comes back on reboot. I am told that this Cisco IPCC and Desktop can not do a run command calling Remedy macros and supplying needed parameters. Does anyone out there have Cisco IPCC and desktop agent and Remedy user tool that has workable screen pops. I am told that all past screen pops were done with companies that use Remedy on the web and our user tool is causing them problems. I find it hard to believe this can not be done. ARS 6.0 CSS 5.1 Win 2000 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS
Randy, Which flavor of IPCC and CAD are you using? We have had no problems to date performing screen pops within the Remedy user tool from IPCC-E. Justin Hunter Lead Technical Specialist - CET Comcast Cable Communications, Inc From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon Sent: Monday, December 10, 2007 9:40 AM To: arslist@ARSLIST.ORG Subject: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS ** In the past, with our old vender, we used simple macros that opened the form and supplied parameters to a macro to pop up the Issue form or Customer Agent form. The new vender Cisco using IPCC and the Cisco Agent Desktop uses macros that call some very simple Remedy macros that pop up one of 2 forms. With the new method, we are running into all kinds of problems. It appears that the Microsoft CTFMON.exe is coming into play frequently making the macros not work. We have disabled these and it still comes back on reboot. I am told that this Cisco IPCC and Desktop can not do a run command calling Remedy macros and supplying needed parameters. Does anyone out there have Cisco IPCC and desktop agent and Remedy user tool that has workable screen pops. I am told that all past screen pops were done with companies that use Remedy on the web and our user tool is causing them problems. I find it hard to believe this can not be done. ARS 6.0 CSS 5.1 Win 2000 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS
If you don't use any language but English you can disable the CTFMON completely. To simply turn off ctfmon.exe go to Control PanelRegional and Language OptionsLanguagesDetailsAdvanced, and check the box that says Turn off advanced text services. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon Sent: Monday, December 10, 2007 8:40 AM To: arslist@ARSLIST.ORG Subject: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS In the past, with our old vender, we used simple macros that opened the form and supplied parameters to a macro to pop up the Issue form or Customer Agent form. The new vender Cisco using IPCC and the Cisco Agent Desktop uses macros that call some very simple Remedy macros that pop up one of 2 forms. With the new method, we are running into all kinds of problems. It appears that the Microsoft CTFMON.exe is coming into play frequently making the macros not work. We have disabled these and it still comes back on reboot. I am told that this Cisco IPCC and Desktop can not do a run command calling Remedy macros and supplying needed parameters. Does anyone out there have Cisco IPCC and desktop agent and Remedy user tool that has workable screen pops. I am told that all past screen pops were done with companies that use Remedy on the web and our user tool is causing them problems. I find it hard to believe this can not be done. ARS 6.0 CSS 5.1 Win 2000 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS
Thanks Justin, We are using IPCC 7.1.4 Cisco Unified Contact Center Enterprise 7.2 Cisco Agent Desktop 7.2 When their macros call 1 of 2 remedy macros it first sets focus to Remedy, then does ctrl I. Calls Remedy macro to pull up the correct form then it populates the parameters and simulates, Enter. At this point it appears the ctfmon comes into play and interferes with the pops. We have tried many suggestions to disable ctfmon, but it always comes back eventually. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hunter, Justin (West Chester) Sent: Monday, December 10, 2007 9:56 AM To: arslist@ARSLIST.ORG Subject: Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS Randy, Which flavor of IPCC and CAD are you using? We have had no problems to date performing screen pops within the Remedy user tool from IPCC-E. Justin Hunter Lead Technical Specialist - CET Comcast Cable Communications, Inc From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon Sent: Monday, December 10, 2007 9:40 AM To: arslist@ARSLIST.ORG Subject: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS ** In the past, with our old vender, we used simple macros that opened the form and supplied parameters to a macro to pop up the Issue form or Customer Agent form. The new vender Cisco using IPCC and the Cisco Agent Desktop uses macros that call some very simple Remedy macros that pop up one of 2 forms. With the new method, we are running into all kinds of problems. It appears that the Microsoft CTFMON.exe is coming into play frequently making the macros not work. We have disabled these and it still comes back on reboot. I am told that this Cisco IPCC and Desktop can not do a run command calling Remedy macros and supplying needed parameters. Does anyone out there have Cisco IPCC and desktop agent and Remedy user tool that has workable screen pops. I am told that all past screen pops were done with companies that use Remedy on the web and our user tool is causing them problems. I find it hard to believe this can not be done. ARS 6.0 CSS 5.1 Win 2000 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
