Contact Center

Hi,I've been looking at the new CUWL licensing model we're currenty on CUCM 5 and moving to 7.1.5.I know 7.1.5 uses the new model, we're looking at replacing an avaya contact centre installation with Cisco Contact Centre Enterprise.Question being is ...

Hello!I'm a but confused. If I have 10 agents and 1 supervisor how many QM and WFO licences should I order? Is it 1 QM and 1 WFO or 10 each?Thanks!!!

Hello,Looks like the ability for our supervisors to be able to pull emails out of the queue is starting to out weigh their descision to remain integrated! Has anyone had to do a comparison chart that they could share with me?Even if you have a few po...

Hello,We have several old email addresses (in the process of phasing these out), and we would like to have the return address be the same for several of these.i.e.:test1@mybusiness.comtest2@mybusiness.comtest4@mybusiness.comcustomer@mybusiness.comIf ...

I have a 3-tiered CSQ script where I am trying to age calls through the different queues based on ring down time.IOW, a call comes in, selects the first CSQ and rings a ready-state agent phone. If no one answers after, say, 10 seconds, I would like t...

I have been told by our internal Cisco experts that there is no way to change a Not Ready status code from one reason to another without first going on Ready. Is this absolutely true?Here is the problem: Agent is working on Not Ready "Research" as ...

I am having an issue with Contact Center Express ver 7.0(1)SR5. Randomly agent show as email Not Ready in the Agent status window in Supervisor Desktop. There are no email CSQ's configured in the system so it's a mystery as to why these agents areran...

Running UCCX 7.0(1)SR05 with Supervisor Desktop 6.6(1).  All outbound called numbers (whether internal 4-digit or external PSTN) are showing as <Unavailable> under "Agent Contact - Active Call" on the Supervisor Desktop. Anybody know what I have to c...

Running UCCX 7.0 with Historical report clien 6.6.I have heard that there are additional historical reports that can be downloaded. The current reports do not seem real adequate. I can't seem to find a report that has a agent + team summary of calls....

Hey everybody, I need to pull a report that lists all of the Inbound phone numbers for everyone that called us over the last month and I'm having problems with UCCX 5 finding where the phone numbers might be kept.  I thought it might be in dbo.contac...