Contact Center

I am interested to understand how customers have handled the differences between ICM data and Avaya data when managing their virtual estate. I have a customer who uses IPCC in the UK and uses an outsource partner in India and they provide MI from off...

Hi,I already read through all available posts about this topic. The silent monitoring works fine, however no success with recording. Here's the issue:UCCX 7 Enhanced with CUCM 7.1, all calls are recorded automatically within a workflow with Record St...

The realtime agent stats do not match with supervisor desktop or historical reporting.  Not ready stats are way off.  Ha anyone have any idea on this?  I have restarted the CRS engine.  It seemd to work for couple of days and then it went back to sam...

Hi When I attempt to install Cisco Historical Reporting ver 7.0 onto to a Dell D630 laptop running XP - Pro (service Pack 3) I encounter the following error The following error occurred on the file C:\Program Files\Cisco UCCX Historical Reports\Cisc...

I am running UCCX 8.02 basic versionI have some agents using IPPA and they are in a ready state.When the calls ring, they choose not to answer.Should the default behavior not be that the system throws them into not ready state and requeues the call t...

Our Cisco CAD agent could get webchat session even though "Ready state" on Webchat session.Moved agent extension to other properly working CAD PC, still same issue.

Dears, I have UCCE 7.2.7.call flow is : Callers vai PSTN (PRI E1s) -->Ingrss gateways-->CUP-->CVP<-->ICM-->CUCM-agents.currently all inconing calls ,enter vai PRI link ,but i have new customer need to enter the callers via SIP trunk with ingress gate...

We have agents using the CAD, but they would like to be able to have a view of what is going on in the queues.  Our type of calls are medical and technical in nature and could be handled differently if we know there are calls in the queue.  (Such as ...

Hi team,My customer is considering using UCCX as their contact center solution. However, they need to overcome one technical limitation on the UCCX.Right now only Administrator of the UCCX can adjust skill groups via the UCCX Admin Page. They want to...

Dear all,I have a supervisor, now I assign a skill group for her. Supervisor logins to CTIOS supervisor desktop to answer the call and of course she can monitor agents in her team.But when I run a historical report for that agent, I don't have any re...

we are creating a custom script that allows users to record a message after taking a survey .  We need to save/export these files so that they can be tagged and reference from and external source.  Is there a way to do this through the Script Editor?...

Just a quick question as I'm sure I can test this to see but I'm hoping that someone might know the answer.....If I'm doing a date check in and IF node in either a routing or admin script, I don't think there would be a difference, would the followin...

Hi All,            Which Cisco ICM(Enterprise) version supports windows 2008 server OS. Is ICM 8.0 or 8.5 supports windows 2008 server os?Thanks,Senthil.

Hello all,I am wondering if it is possible to be able to pull reports from Historical reports on the menu options that callers are choosing from the IVR menu. From what I can tell this should be possible using Call Custom variables.If this is possibl...