Contact Center

Our Quality assurance team is trying to allocate total calls entered IVR, answered calls, abandoned calls, average waiting time, average hold time, average call duration. We are running IPCCE can any one suggest from which reports can i gather the ...

I have try to validate my CME on CRS, I have conectivity from both sides, I have already set te AXL user in CME. I received the message "Unknown unified CME host name or IP address.Please provide a valid one."in Unified CME Telephony Configuration op...

I have ICM 7.2 version.I wants to set the refresh time for all real time reports as 15 sec. So how can i set the refresh time for all the reports?And Is any impact if i set the refresh time as 15 sec?Guide me.D. Pandiyan.

I try to configure a voice workflow that set up a conference for recording purpose.All works fine if the user has only one ip phone under his control; but, if I configure an ATA and an IP Phone with the same extension, the workflow fails if i answer ...

I have a requirement for allowing an agent assigned to one queue to take calls from another queue. The problem I am having is that this is not all the time and there is no set schedule on when this would occur. I wrote a script awhile ago that mapp...

HiCustomer would like other options available to Agent other than the ones that are currently available for UCCX (fax, answering machine, wrong number...etc)Customer wants the ability to be able to customise. For example add 'Not Interested - happy w...

I have a database set up on a remote server. I have set up the database subsystem and configured the script to access it. This all works fine. I am testing fail over and if I close the connection to the database and the subsystem goes out of service ...

Hello,I would like to know what do i have to take in consideration if i implement remote home agents connected to campus via VPN, in UCCX7?Do Cisco support this scenario?Are there any knonw problems with agents logging remotely via VPN?Thanks,met.

It looks like Cisco have added a new action to the IPC Receive events functionality under Remote Access. Based on the documentation, I should be able to send a UDP message to CAD and instruct it to change the value of a given variable. I can get the ...

Hi,we have a issue where new applications in ipcc rings once and hangs up. The calls are not direct calls and They are handed off from Unity (blind transfer). This is intermittent. If we try calling the application 5 to 8 times and it might fail on t...

I have a client with a Cisco Unified Contact Center Express version 7.0 Premium deployment (80 Agents).Client has a requirement for their customers to be given the option of taking a survey immediately after speaking to an agent. This is for recordin...

I we plan to install CUIS for testing? Does CUIS support windows 2k3 64bit or only 32. We put 12G of ram in the boxRegardsFrank

i have a problem with CAD update..see the image below..