Contact Center

It seems like i could do this a couple different ways, just trying to find a best practice...2 support desks (support desk Chicago and support desk Denver)Support desk Denver is already up and running on it's own script and CSQSupport desk Chicago is...

Had an issue that I thought was one of our CVP servers, turned out to be the CUPS server. Anyways, dumped the pim logs and this is what I found. 08:18:04 pg7A-pim1 Trace: The ECC variable with tag 5043 has a maximum length of 21 and the VRU tried to ...

I'm having an issue with our CCX 7.0 scripts.  Not sure if it is a codec issue or a CCX issue.The script is built so that callers have the option to leave a message.  The message is stored as a document variable and attached to an email.  However whe...

We have an outbound dialer sip option configured for Progressive only to just play a wav file to the called number. It is integrated with CVP 8.0(1) We want to restrict number of simultaneous outbound calls to use only 4 B-channels hence we have 4 p...

See attached screen shot.I have started not defining my prompts in my scripts as variables.  When I define a prompt I simply browes to the prompt container and choose the prompt I want to play.Is this a bad technique / habit to get in?

Hello I need help.I have  the two  VXML and Ingress are co resident and there aresuch gateways at same site also I have other Ingress gateway in diferent site.How can I  using  DNS Srv lookup to point to Call Managers toGateways with priority?In the ...

Hi,We have a setup of CCX8, CUCM8, QM 8. and agent as IP Phone, How do I get initiate a call recording using QM for agents & how to Retrive the recorded files, I have searched a lot but not finding it. Pls help me & share any Docs for this issue.Than...

Hello guys,I have a customer with ipccx 5.02 .THe customer could execute manual reports but  the  scheduler reports doesnt work.I follow the IPCCX troubleshooting guide :1.Stop and start scheduler service.2. Connectivity is fine.I dont receivce any e...

HiCan Cisco UCCX 8 be integrated with SAP BCM for the crm requirements?Thanks,

Hi all,I would like to create UCCS historical reports in a language other than the client OS language and other than the CAD language. Does anyone know how to change the language in which the HRC reports are generated?ThanksJuergen

I have a customer with an IPCC Express servers running version 4.0(5). OS 2004.4SR5. Every second the sqlservr.exe process spikes the CPU to near 100%. I tried rebooting the server and get the same thing.When I shutdown the IPCC services the spiking ...

Is it possible to customize the Wrap-up codes and generate reports with calls associated with each code?

It is possible in Cisco Unified Contact Center Express 8.5, Premium, to configure some templates for mail / SMS / chat answers, so all agents can serve customers in a predefined style?