Hello, Do any one know where we can create/ modify the variables like Talkingout , TalkingIn. I am working on below formula but its not allowing me to save since I dont have the variable name TalkingOut. Below is the screen shot what I am taking abo...
So upgraded from 10.6 to 12.5.1 UCCX. And the following scenario worked before. Scenario: If we have an agent get a call from a queue and that call needs to go to another department. The agent would blind transfer back to another route point that ...
I have a couple of new agents, who I had initially set up as supervisors (so they could listen into calls first). I have now removed the supervisor role from them, but now they are unable to see other agents.A normal agent sees this:These two new ag...
Hi, we need info about uccx place call step, about when unsuccessful branch is matched, specifically with 487 sip message, because we have detected an unwanted behaviour (when the place call step receives a 487, the step is unable to process it, the ...
Hello I want to enable Application Performance Monitoring by Appdynamics. so, I installed Cisco Cloud Connect and imported inventory. and I tried input commend "utils app-monitoring enable" on Cisco Cloud Connect. but i received this message --------...
Last night we moved our uccx servers (12.5) to different hardware. dbreplication & uccx dbreplication showed everything synced & normal. We moved uccx-01 first and things switched to uccx-02 as master. Took down uccx-02 and verified that uccx-01 w...
I am trying to generate some custom reports for courtesy callback. My query is not working quite the way I though. I am trying to create a summary report that counts the number of pending callbacks that have zero retries.We are using UCCE 12.6.Here...
Hi Team, I am new to webex contact center with background of UCCE and started learning the administration .Can some one help me in the below query. How can we trace a call in webex contact center to find out the script/flow it is hitting and from ...
I have implemented courtesy callback. One challenge I have though it sometimes sessions are stuck in the CallbackWait app in scenarios where the voice gateway is rebooted/fails or maybe I was updating the call studio app and made a mistake initially...
Does the WXCC system count a call in the Service Level calculation twice if the call enters through one queue and then is transferred to another queue. In my history I have only seen a call be counted once for Service Level at the initial point of e...
Hello Bro, I have been through CCX and CSQs community posts to fins a solution for my case but still nothing.my case as follow:I have CSQ1 "skill based" with skill-A assignedCSQ2 with Skill-B assigned.I have 2 agents Agent1 "has skill-A, and...
Hello Experts -I have a requirement where, there is an external tool, and they would like to call an API to get the agent details for the specific PQs.(basically they need Agent details to assign some task separately based on the PQ that is assigned)...
We have a UCCE/CVP v12.6(2) and have recently implemented PCS in our environment. PCS works fine when agents hang up after talking with the callers that land in the queue. The issue we're having is when callers call into the call flow and say it's af...
weird error. i have a supervisor in our call center who has given up the title and just wants to be an agent. I remove her from the supervisor skill set in UCCX, and i can confirm that it removed the * next to her name, and also removed her as a se...
Hello All, Good day to you, so I want to achieve call prioritization based on CSQ, following is the scenario: I have two CSQs:CSQ1 : Skill1(2)CSQ2 : Skill2(2) I have two skills:Skill1Skill2 I have two agents:Agent1 : Skill1(5)Agent2 : Skill2(5) the s...
