Contact Center

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 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...

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...

Good Evening,I've noticed a series of numerically titled "New Folder"s in the Script Repository of UCCX 8.5.  The creator is Null and last update date 01/01/1970  quite clearly these have been orphaned in the database.  However when I try to rename o...

Hi Everyone, While Outbound manual dialing , I want to join the Cisco TCD and CDR table through the link server but couldn't find any unique column in either table. Please help me identify it so I can join both tables for that unique key value to ret...

Hello, This regarding a CVP environment version 12.0We have a Call Studio script that includes a database element.Sometimes, the connection to the database is getting closed (from CVP to the database created under AW) as per the below error. Please f...

HiMy understanding is that in Webex Contact Centre when a email gets requeued it goes to the back on the queue, is there a way to prioritise a requeued email so that the next available agents has it presented instead?ThanksIan

I am trying to download either Jabber Guest Access app or Chrome extension, but both of the links provided take me to dead zones on the Chrome and Play stores. It seems it might not be available to me. Can anyone confirm if this app is still active a...

Morning All   Wonder if any of your fine folks could help me out with a UCCX 11.6  / Finesse / CUCM 11.5 issue.   We have 100+ agents on a new CCX deployment, 3 of those agents get Finesse error,   CF_RESOURCE_OUT_OF_SERVICE   when they first login ...