Contact Center

Last week one of the T1 line on the private netwok for our peripheral gateways went down for about 10 minutes.  Around the same time of the outage all agent active calls and CTIOS connections were disconnected and CEM had stopped working.  The agents...

Hi,I have an external (not in my LAN) SMTP server and I need to use e-mail step in my scripts but if i loose my internet connection  is there any possibility to try to  resend e-mail later?ThanksBest Regards,MC

Is there a tool or application that can generate documentation / Call Flow charts of UCCX 7.0 Script Editor Scripts?

Hi Guys,My Customer have a solution IPCCX 5.0.2 with two Servers and would like know if is possible to do any configuration in the Server, to inform by e_mail, when the backup presenting a fail. Is it possible?Thanks,Wilson Santana

I have been building a Cisco Contact Center Express version 7 lab on VMWare and came across a snag. I installed Call Manager CME version 7 and all that works, I had a couple of small issues installing UCCX on VMware but got through them with some gre...

Dear,I'm currently using UCCX 7.0(1)SR05_Build504 Enhanced. I have the servers centralized in our data centre and the agents are residing in a remote site.Regardless the bandwidth (that is 10MB MPLS), is there special consideration in the agent or se...

Hi,It is possible in IPCC script(some step) to detect an incoming FAX?Because the PSTN line assigned to the script will receive normal and fax calls and we need to separate it in the script..Thanks

Hi,     I am tasked with reading the agent name form the UCCX Script. Basically, I have a custom table residing outside the db-cra where I store some custom information about a call. I need to associate the agent who handled the call in this custom t...

Hello everybody. I want to know how can I enable the call back button, because i started an outbound campaign and everything as well, but i don't know how to use the callback utility.I read the official outbound guide from cisco, but i don't know how...

Hi guys,i was wondering about the outbound option dialing time... basicly in your expirience how long does it take the dialer to dial a number once it starts and for the dialed phone to start ringing...i ask this because i have a feeling our dialer i...

Hello,I am working towards determine the week number of month and make appropriate routing changes only for that specific week. I have tried using the trunc(), getdate() and weekday(). But i fail to get the week number of a month, but I believe I hav...

Hi,I have a duplexed ICM setup with 2 Proggers.CAD services are installed on both Proggers as well.When I log in a CAD and set it ready, it doesn't switch to the other server when I pull the visible LAN of the active side. It does mention that the co...

Dear Pros,What's the easiest way to save all historical reporting records (for years to come) in IPCC Express? Maximize the size of the SQL server database, delay the automatic purges, and perform a database backup just prior to the purge? Secondly...