Contact Center

Hi,We want to integrate the IPCC with the billing system so that when customer call to the CC he/she will get the IVR and if he/she want to talk to an agent then IPCC will notify to the billing system to start billing and when disconect the caller bi...

I have an IPCC 7 enterprise and I'd like to know if there's a way that I can give priority to an agent.I have 5 agents with the same skillgroup but I want that the calls go first to a specific agent and in case that agent is busy the call goes to ano...

Can anyone provide some good document or steps to integrate UCCX6 databasewith Microsoft Sql 2005 for reporting purpose.Regards.

Hey guys, I'm trying to setup schedule based routing through an IVR and I'm having some problems figuring out the best way to do this.  I want it so when a call comes in to CSQ-1 after 5PM it gets routed to CSQ-PM, but then after 9PM all CSQs are clo...

Hello All,We have a rep using Cisco Agent Desktop 6.6(1) and is having a random issue with a call showing up in here queue as connected and the timer runs up but she isn't on the phone. The only way she can get this to go away is to restart CAD and w...

we are using IPCCE 7.1 with CVP 3.1 as routing client, we had four call types leading to same skill group(one skill group) with Different priorities, the problem is that when looking to the ASA  at the four call types it is totally different from the...

Running UCCX 5.0.2 SR3, cisco agent desktop, 7942 series phones.I would like to have the phone default to headset, not speaker. Inbound calls ring the speaker, outbound calls initiated from agent desktop default to speaker. I found the option to disa...

hello,Am i on the right track, in the enclosed snapshot on my night menu, is it possible, with a menu, to have callers just dial the extension?? i some with extension xfer, some use redirect. but i am not sure in the menu where this should go? though...

hi, I am getting a bit confused with what servers to spec for WFM  / AQMI need WFO for 300 users ,call  and screen recording for 300 usersso I am thinking I need 2 X 7845 servers I plan to use DMS/end point recording I undertand that each server requ...

Dear All,I had created some solution in my development environment and tested it succesfully. While on deploying the Script file, I tried to open it to refresh the database schema for DB Write step and faced the error in attachment.Note that the java...

Hello There,I have a UCCX 6.0 setup with 20 agents. The "abandoned calls" report shows abnormally high number of calls has been abandoned. After analyzingwith "agent call details" report, we figure out that the "abandoned calls" is reporting actually...

Hello,I'd like to know if wrap-up codes can be presented to agents on outbound calls? ThanksCris

Hey guys, I'm still fairly new at creating IVRs and I've been tasked with creating a script that tells callers how long their wait time is.  It doesn't have to be complicated and it doesn't have to be dynamic.  It just needs to figure out the expecte...