Contact Center

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...

Hello, I'm getting an error (either the agent ID or the password you entered is invalid) when attempting to login to IP Phone Agent Service. I'm using CUCM 7.1.3 where I created the IP Phone Agent service. I'm also using the same U/N and P/W that I'm...

DTMF failure in Case of Outbound Calls from PSTN to IVR. Calls are connected to the calling party but after IVR it fails to insert DTMF.

Hey everybody, I've got a simple menu that I would like to do reporting on.  Right now it's just your average "for sales press 1, for sales press 2" but some of the menu options get forwarded outside of the facility so it's not like I can just look a...

I'm looking at 2 reports for a 24 hour period trying to figure out the total amount of calls handled by the system. The reports are:Contact Service Queue Activity Report and Traffic Analysis.CSQ Activity Report shows the number of calls handled, aba...