Contact Center

Hello,I have had several agents that after they finish a call and hang up their agent desktop continues to say talking. They have to manually disconnect and log back in for it to work again. The call center has been running for 7 months without any p...

I'm trying to develop an ICM/IP-IVR application to hold an inbound callers place in line and then use the outbound option dialer to call them back when it's their time, so they won't have to sit on hold. Has anyone done this before?

Hi all,We have deployed CVP solution (2 CVP Call Servers + 2 CVP VXML Servers) with UCCE.We have ordered 400 ports.Now, to increase the capacity of the solution in term of CPS, we are planning to add 2 new Call Servers by installing CVP Call Server c...

HI All,i would like to know if it's possible to detect an agent hang up event using either CTI or CTIOS servers. the goal of this is to transfer the caller to an evaluation IVR menu after the phone conversation with agent ends.thanks in advance,

Hello All;Where I can find a logs for the ICM to check if an Error Happened while communicate with Call Manager or with Gatekeeper or with CVP?Also in which server of the CVP servers I can find a log for the same purpose?Any help?RegardsBilal

Kindly check the snapshot and tell me what was the issue to resolve this problem as the user id and password will not change.regardsSalman

I have a script that dials outbound using the "PLACE CALL" step.Once it connected it runs a get digit step where it asks for digits from the person it called "Enter Code" The person on the other end is supposed to enter a code, but the digits are not...

Hi Is it possible to tie wrap up data to a queue rather than a work flow / agent?I want to display a set of wrap up codes based on which queue the call was in , as I have an agents with many skills I can't just select one work flow groupor do I just ...

Hi all,i am having uccx 7.0 premium + cucm and would like to know whether screen pop up to agents are possible?.Based on calling number , some data should be fetched to the agent as screen pop from the external database ( oracle ).Regards

Dear All,I've use a software wallboard to read from the realtime snapshot database. However, the statistics all reset at 00:00 midnight. Can we move the "reset time" to say, 8:00am?ThanksLeo

hi, i am trying to access to the sql data base, but i dont see the sql query analyzer installed, but i clearlly see SQL server running, how can i check the DB? and normally which login and password does cisco use to connect to it?thanks