Contact Center

Currently running IPCC 5.0 in HA deployment. We will upgrade to UCCX 7.0 in the next 30 days and then upgrade to 8.0 30 days after that both in HA.All of the reporting is currently being done using Crystal reports and not the HR client. We changed th...

We have agents that are being put into ready from a not ready state. I'm trying to track down the supervisors that are doing it. We got some info from Cisco when we had people actually logging them out.07:37:56 unknown-ctisvr Trace: ProcessSetAgentSt...

Hello, I'm new to the forum.  I'm working with Customer Service supervisors who are asking what is the difference between an agent being logged in using the Agent Desktop vs the One-Button login on the phone.  I have done some research online, but ca...

Over the holidays, we had some Reps assigned a large number of Avaya skills to cover the call center.  For some of our routing scripts, the new skills were not seen.  I opened the real time report and it showed the reps in, as example, skill 1 but no...

Greetings,I'm looking for an outline, description, or script example of how to route the caller to the last agent they spoke to.As I recall, we have to catch the sessionID in a variable, and map it to the contact's Caller ID in order to identify the ...

Hi all,Here is an excerpt from the Cisco Agent Desktop User Guide for UCCX 7.0:Callbacks can be configured so that, when the call is redialed, the call is directed to any agent (regular callback) or the call is directed to the agent who made the call...

Hi,I have uccx 8.I have a script with a menu. When calling from many different type of phones and countries the menu script works correctly.When calling from iphone the system gets 22 instead of 2 (I mean that the user from iphone press 2 but the scr...

Hi, I'm having trouble marking calls as handled for the CSQ. I'm basically trying to build a script that uses onexception step which catches when contact goes inactive (hangs up), I then check the duration of the call, and if the call is shorter than...

Can someone tell me what the actual version of SQL that is installed on UCCX when you use the MS SQL 2k Version 5.0(1) CD, and what version is installed when you use the MS SQL 2k Version 7.0(1) CD?I'm looking for the SQL version numbers like SQL 8.x...

Hi All - I have a script that currently checks for LOGGED IN agents .. If there are none, it goes to a voicemail. We have agents all over the globe and unfortunatly some stay LOGGED IN, but in a NOT READY state. Therefore the call goes into queue, an...