Contact Center

Hello folks,Can we do UCC RSM with supervisors dialing in via a Service Provider SIP network, instead of regular PSTN? Should be something similar to an IP Phone calling in to RSM via the SIP trunk in CUCM. Anyone tried this and whether this is a sup...

Does anyone know where I can get the driver for integrating DB2 database to a UCCX on an 8X version? I saw the ones for SQL drivers from the other posts but couldn't find one for DB2. Couldn't quite figure out which one in SourceForge as well. Is thi...

We currently have UCCX using normal csq's but one of our agent groups does not like having to log in via the CAD. I tried to use the one login service but I kept getting "invalid entry " even when copying the URL in to IE- any ideas why the invalid e...

Hi All,Where can i find the list of available languages in UCCX 8.x? I want to determine if those language can play the default system prompts (reading out char, numeric, currency, dates, etc). I understand we can add new languages but will that appl...

I am getting an error when making changes to ipcc 4,05 build 042, that I cannot make changes while a backup operation is running.I rebooted the IPCC server since then as well as the publisher, but no luck.   I found a technote saying to run cleararch...

Hi Guys,My Customer have a solution of IPCCX version 5.0 and We are have the following problem:The specific agent is logged, and receive the call normally, but, the Supervisor don´t see the Agent. I verified the configuration CallManager and IPCCX, b...

Hi,We have a future IPCC customer who has two separate networks, one for signaling and one for media. So, most of IPCC components (Call Manger, ICM ...) are in signaling network. The issue is with IP/IVR, we need to configure two network interfaces: ...

Hi guy,I have a big problem. When I launch the Cisco Unified CCX Historical Reports, the application don't return any result.In the log I have:%CHC-LOG_SUBFAC-3-UNK:No Report Data in Date Range Selected | There were no report data to view in the date...

We have customer that we are using Enterprise Variables to pass information to the agent, this is working fine.  They have several applications that filter to the Contact Center application.  Is there a way that we can set a variable in the original ...

Hello,I'm using the "Get Digit String" step to prompt callers for their account number.  I am using this step to collect account numbers from Spanish speaking callers.  I have created a spanish prompt asking the callers for their account number and a...

Customer wants functionality similar to the Contact and Case Management feature in Contactual (contactual.com)They do not have a CRM solution in place today so they are looking to keep call records and call/customer notes within CCX.Any ideas on how ...

Hi,I have an agent configured in UCCX on a remote site. All of the CRS config should be correct and the agent can log on to the agent desktop. When a call is routed to the agent the status goes into reserved, then straight back to Not Ready (or Ready...

We had IPCC 4.0 and we just migrated one of our groups onto 8.0(3) but the agents are not seeing the fields on the CAD. I have created the same fields in the Enterprise Data within the Administrator Desktop and I have added them to the default Layout...