Contact Center

Hi,I am using cistera convergence server for call recordings. For every recording, I am observing a beep sound before the recording starts and followed by exactly every 60 seconds. I didn't see any beep in live calls. This is only when I play the rec...

Hi,we are using the Create Generated Prompt step in our script, getting the Position in queue and Avg Wait time integers played as a number generated prompt.The issue that we have is that the generated prompt is played in female voice, while the rest...

I am looking for some guidance (sanity check really) on the best way for to add agent to a CSQ base on call statistics. Scenario: 20 agents logged in and ready. The first 15 agents take all the calls until the contacts waiting reaches 10, then and on...

Hi,I am using some holiday scripts found on uccx.net as a template and i have altered them to use UK date formay i.e DD/MM/YYYY. In both the holiday and the holidayapp script im getting down to the XML file part and getting the attached message. Some...

Hello all,I am trying to use the DOC variable to do a GET XML. In my GET XML I specify a variable for the Document field.In the DOC variable I want to use the value such that DOC[variable + "filename.xml"] where variable is a directory specified as "...

Is it possible to write a script that pulls data from an Excel file? I usually get data from an xml file (or through DB Dips via ODBC) but am not sure if it's the same process for getting data from an excel file. Is this even do-able?Also, I heard th...

hi, how to set the number of rings for the agent phone rings?  before it get the not prepared state.thanks

Hello;If I have two ICM's and two Call Managers, the first call manager communicate with first ICM, and the second call manager communication with second ICM, what is the possibility to let the first ICM communicate with the second call manager (in a...

I am currently running IPCC 5.0 ExpressI would like to announce to the caller/customer the position in the queue using the CRS script editor and announce.Can anyone help.

PeripheralCallTypeCallDispositionCallDispositionFlag7124on what integer combination i can see that an ANI is a invalid or closed number? On the Dialer_Detail this is a 7 and 27 as callresultBut what numbers do i need for the same data based on Termin...

Is there a way to so the agents can see where they are in the queue so they can anticipate when they might get a call?

Hello,I know it is possible in UCCE to retrieve SQL data to use in ICM routing, but is there a way to store ICM data into an SQL database in order that other applications can retrieve that data?Here's what we're trying to accomplish. We would like an...

We are running Webview on UCCE 6.0. I am trying to get a better understanding of some fields in the call type and agent detail reports. I have found the formal definitions but I still dont have a good understanding of what the fields mean. I was wond...