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Small contact center needs to checkwhile in the waiting state for an agent if there are any agents logged in and ready. That wayif no agents are logged in and ready they can call back later.
Hello,I need to implement a script with uccx editor to make multiple outbound calls to diferents phone numbers. In the outbound subsystem of uccx can introduce the phone numbers in a .txt archive and then use a csq agents, but now i need to use a pro...
Hi all,I'm setting up a distributed 5-server architecture with dedicated server for all the components except sharing the same server for File & Messaging. It was deployed using domain account and Windows authentcation for SQL. I encountered the foll...
Hi,I have some issues with UCCX 8. I have created a workflow that records all incoming calls to the agents. To get them, I use the sftp on a storage server. But the problem is that the recordings are not deleted from the UCCX server. So the agents ge...
Hi,Please help, we are planning to upgrade ICM 7.2(5) to 7.5, however, I am not getting the Compatibility sheet on Cisco site, whether direct upgrade is possible to 7.5, also, on which version of CVP, ICM 7.5 would be compatible.Thanks,NS.
Hi everybody ,Before time i had a link for a place on cisco.com that i was able to download almost every cisco software in trial verrsion ?Could someone share it with me .I should download Cisco Contact Center Express 8 , and to start learning it . ...
HiWe have Contact Center with as CUCM 8, UCCX 8 and Cisco QM 8. Currently the agent calls are recording using the Server-side recording using the SPAN port, configured for the Voice VLAN on which the Agent IP Phones are connected. Now we have a new r...
The CAD agent that are working remotely are seeing performance issues. Hence, would it really be better to apply QOS to the CAD workers for better performance or would it just be better to give the remote workers a VMachine and have all the CAD appl...
Hi All,We have a UCCX 8.0 running with CUCM 8.0. and we got 3 pri's where 2 PRI's are used for Contact center purpose. And 1 PRI is used for domestic user's purpose. Some times customers are saying that when they call the toll free number they are ge...
We have a single UCCX which is used by different groups- Help Desk, Travel, Support etc. Our Help Desk is a traditional Help Desk whereby agents need to use Reason Codes when being Not Ready but other groups- Travel, Support etc only use the UCCX fo...
Hello,I'm writing a script for a small group of small call centers. (3-5 agents to 12 agents each.) The most important consideration is time to answer calls so when writing the script, we were looking if there were more than say 7 calls queued, the...
Hi all, I'm working with CUCM 7.1 and CCX 8.0 and I'm locking for a Call Recording solution and I found the Cisco Workforce Optimization.I found information in this link (http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps8293/data...
Hi allHave a new install of CVP 8, UCCE 7.5 using CUBE and SIP Proxy (CUSP). The SRND seems to explain that it is possible to configure survivability with CUBE and SIP:"Cube Deployment with SIP TrunksThe use of third party SIP trunks with Unified CV...
Hi,
Currently have an issue with an UCCE 7.5(8), actully i'm enabling Outbound on a Progger, but the Dialer process seems to never comes up.Dialer process is down, doesn't comes active.
Dialer process status is: [omni.Dialer.BADialer] [CM-A] [CTI-U] ...
Dears;I did upgrade for the CUCM from version 4 to version 7 and I discover that the JTAPI and the CTI route points has been disappeared ! I do not know why?Now to create new JTAPI, do I have to do any thing on the PG? Or only to install it on the CU...
