Contact Center

Hello,We have set our agents max user load to 3 in order to keep our agents comfortable with their foreseen workload.A question came up today, that I can not find a work around for.If a supervisor receives an important email that they need to transfe...

Hi,We have a CVP SIP Comprehensive model. The customer has come up with a new requirement that once the call hits the gateway the IVR should play only after few seconds. Once the call hits the gateway, the caller has to hear a ringtone first which wo...

In our scenario there is intermittent issue where call coming into IVR and after option 3 and 2 it being send to label > directory number > toll free number users getting error message and call disconnects. The directory number is not associated with...

So what we want to do is on a RNA the script will ring speakers through ReliCast/Informacast. Right now UCCX is thinking that the call completed if we send to speakers. All we want to do is ring the speakers (notification of call waiting) from the sc...

Hey all,We have a Unified CCX Premium 5.0(2)SR02_Build045. When i attempt to make supervisor work flow's My sill groups is blank.in supervisor desktop i have a skill group called CSQ_Telephonic.Any idea why i can not do this?

Hi,I am looking to use secure webservices in some UCCX applications shortly. Has anyone any experience of doing this? I'm looking at using Java and Axis, and hopefully call this from the uccx script. Any tips or info would be appreciated!Regards,Bria...

Hi everyone,We just upgrade our call center to UCCX 8.0(2). Everything seem to work fine except we found something strange in Historical Report "Agent State Summary". Agents are working in 8 hours shift but in the Total Logged-in Time in Agent State ...

IPCC Enterprise 7.5CAD Voice Contact Workflow Macro - [SHIFT] is for Shift and [TAB] is for Tab - is there a way to Shift+Tab i.e. combine Shift & Tab keystrokes and pass them to be pressed at the sime time please?Thanks & Regards,Kartik

I have a Supervisor that was inadvertently put into the wrong Domain in the Agent Explorer.  How can the supervisor's Domain be changed without completly deleting them out of ICM?

Hello guys,Sorry about that, but I need to implement a TTS on a Unified Contact Center Enterprise 8.0.The environment have a ICM 8.0 server, a CallManager and a IPIVR.Where I implement the TTS? For exemplo, the queue will says to the customer that th...

IPCCE 7.1 CVP 3.1 .We had a big issue regarding call type reports and skill group reports, exactly regarding the ASA. why the answer wait time is huge in skill group comparing to call type, our scenario is little bit different as we have five call ty...

We have setup where ICM script sends calls to a label which is configured as directory number(Call Routing Tab)which finally forwards call to a toll free number.Want to know will there be any call volume affect if more calls being sent to lables>drec...