Contact Center

UCCX 5.x. What do I need to do to allow agents to do blind transfers from CAD? Agents on top-level ACDs will be transferring large volumes of calls to other IVRs/ACDs and will need to ability. Thanks in advance,Brian

Hi,our customer using IPCCX 5 Premium in which 10 application are running, if the agents are not answering the call agents should goes to "not ready state". the problem is, customer want to filter one of the application that should not goto "Not R...

I have an application with a script that has a menu. 2 options in the menu are redirect steps / transfers to other areas and does not have any queues associated with them. It works just fine. However in Historical Reports,The redirected calls show...

Has anyone worked with a Call Center App that integrates customer-facing instant messaging into the IPCC queues?The application is a button on a web site that initiates a web chat session, places that session into an IPCC queue (with other contact ty...

Hi, Customer using IPCCX 5.0 Premium,The problem they are facing is, the agents are going to "not ready state" automatically from the ready state and there is no specific time interval when this issue occurs.

is it possible to build a formula that check's service level and then based on service level either routes call to an agent or just to a message? For example: When a credit card is activated, we want our agents to do an 'upsell' afterwards (e.g. se...

Hi,I am facing below problem:When we try to check the Real Time Reporting status , it shows the status as not connected. We are not able to view any real time statistics.Version details are as follows:Cisco Application Administration - 4.0(4)SR01_Bui...

Hi,I am using a UCCX Version 5.0(2)_Build064 and would like to preserve only the 5 latest backup files. The backup is not done locally but through a Windows Share (\\IP@\SharedFolder). The thing is that the shared folder contains all the backups (tha...

Hi,From yesterday evening I found that the dialer is not working properly.It reserves the agent & through the call but when the called party receives it,the call drop after 1 or 2 second.I restarted the dialer services but no luck.kindly suggest me i...

For one reason or another I need to write an IPCC Express script that places 2 calls, and then I want to merge the streams together, ie connect to the 2 calls. Anyone ever done this? Its not working like I thought it would. If its not possible any...

Does anyone know if the CTIOS Desktop Client ver 6.0 is compatible with CTIOS Server ver 7.0. We're planning an upgrade and need to know if the desktop upgrades can be done after the upgrade to 7.x is completed.Thanks,Ted