Contact Center

Agent using extension mobilty and using for taking calls using CTIOS. When agent was already on a call found a call 2 is coming to her. The call did not answer is due to communication is still on going for first call. The call 2 view is missed call o...

Hi ,   I have a customer using CUCM 7 with UCCX 7They have 150 CTI ports to UCCX.For one of the Voice Queues they wanted to limit the calls to 10 ( both working by agents and queue calls)Is that possible ?RegardsSiva

How does one determine how large they can make the http client cache memory pool without crashing the Gateway?

Hi, all.Recently we have implemented the ICM 7.5 with CUCM 7.1 and CVP 7.0(2). We have encountered strange problem whereby the VXML Server service in the CVP server (Call Server co-resident with VXML Server) terrminated intermittently. This problem h...

Hello guys, recently we migrated from IPCCE 7.1 to 7.5(9) and we have some troubles with wrap-up time, in any agent's the wrap-up time is not correct, and when the costumer question me about this, to solve this i refresh the time in ICM Configuration...

Hi Guys,My Customer installed the Historical Reports Client (HRC) and appear the message error when the user try logging in HRC. I found the procedure bellow:Solution Perform these steps in order to resolve this error:1. Uninstall the HRC from the cl...

Hello,Enterprise-wide project is mandating we obtain Cisco ICM. It's proven difficult for me to determine exactly what this is and I'm lost in Cisco documentation. I am assuming it is not a standalone product we can introduce into our UCCX environmen...

Anyone know of any "Design Guides" for Cisco's IP Contact Center Product? I'm looking for General Questions to be asked when attempting to design a Contact Center Solution based on Cisco's IPCC product. For example:Average Call Volume per Day/Month/Y...

Hi all,I'm implementing UCCX 7.0(1) SR5, using only 1 server. I have a situation where some agent suddenly logout of their CAD, only some agent. When i checked the Cisco Supervisor Desktop, that agent is logout with reason code : 32764. I know that r...

Hi,I have configured a button Task in CAD  to launch an external application but button didn't work. These application is java based.I have tried to configured button to lauch ie or notepad and it worked.I'm using UCCX 7.0 and CAD 6.6.Java based Appl...

Newly configured agent getting authentication code 201 when trying to log into phone...EM enabledUsing LDAPCan someone assist with this?...

Hello,I have been looking at setting service levels within an integrated EIM environment, and I can't seem to make the correlation between configuring them in my workflow and reporting.In my workflow, I setup two SL's.   1 - Total Case Activity Time ...