Contact Center

I have a small group of nurses that take calls.  These nurses for the last year have issues with RONA calls and not going ready again.  They are nurses and there is no changing their behavior. Late at night when there is only one possably two nurses ...

When we used ICM 6.0, our desk settings had optional After Call Work, with a wrap up time that was either blank or set to 0, which, we were told signified no automatic ACW timer.I note now that any time I try to edit one of those desk settings that w...

HiI have problem with the column headings of the Cisco Historical report when they are in spanish language. We have installed a CUCCX version 7.0(1) build 168 (premium package) integrated   with a CUCM 6.1.4.2190-3I have search on the cisco bugs tool...

Where can i find the Implemantion ID in SQL server of IPCC?

Hi All,has anybody encountered the following error when renaming the "dialing list" file to receive an outbound dialer call on Siebel Client?09:43:15 pg3A-pim1 HEARTBEAT_RESP message received from MR application does not correspond to an outstanding ...

Hi,We are using ICM 7.5.9. We were having correct data in skill group table before and it was working fine since the day we deployed IPCC. Suddenly data is stopped pupulating in Skill group real time table and our wallboards are also not working. Ple...

Any explaination of what this actually could be or what could cause this? We have a check that states if it = 3 it's a RONA. Normally, it wouldn't be a big deal, but one location it can only rona 2 times before if overflows to a different location/gr...

Hi All .... please can anyone tell me how can I get UCCX software and license and what is full requirement ( environment) of installing a UCCX . please help I am new and need for immediate help....Thanks Beast Regards

Upgrading from IVR 4.0(5). Actually, rather than a multistep upgrade we're simply going to install a new IVR 7 system and reload the necessary configuration and scripts. Here's the question... is anyone familiar with CiscoAppImpl.jar ? This is loaded...

Dear All,I am running uccx8.0 standard Edition. I want to take global reason codes report, How can i do that. I think in the CCX historical report i can see the reports for preserved. But i want to see for custom reason codes.

Hello,Can anyone please advise how to calculate the daily call volume in a contact center - the counts of the calls terminated in ICM ?Is there any webview report or a SQL query which provides the count ?Many thanks in advance for the help!Thanks & R...

I need help building (finding) a script that will evaluate if all agents in Queue1 are busy, so that a new call being sent into Queue1 would then automatically transfer to Queue2 (if Queue2 has available agents).

Hello,I am designing a script with Get contact info and Set Eneterprise Call info. I want to post a session ID to an Agent withing CAD and this works fine. I want to also use workflow administrator and HTTP action   to post this session number with o...