Contact Center

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AMA Forum- Design, Deployment & Troubleshooting on CCE CUIC & LiveData

Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...

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Resolved! Cisco Desktop Agent Reserved state

hi,can someone help me with this issue.we have UCCX 5.0, and simple script that routes calls to CSQ with 4 agents.after prompt welcome messages is played, script can't route call to agents. Cisco Desktop Agent state turns to Reserved and Music on Hol...

Resolved! Multiple Resource Queue in 1 IPCCX script

Is it possible to have more than 2 Resource Queues in 1 IPCCX Script? I have a script that has 3 queues (Select Resource...), but it always stops at the 2nd queue. I tried nesting them but still the same problem. Please advise, thanks.

junp14 by Beginner
  • 4 replies
  • 0 Helpful votes

CVP and blocked ANI

I have an issue where calls are coning in with eiter 'private call' or the ani is blocked.I have a translation rule rule 1 /^$/ /4169999999/ that is on the voice port but this doesnt seem to work. Is there any ideas on how to handle calls with privat...

miket by Contributor
  • 3 replies
  • 0 Helpful votes

Contact Center Historical Reports Discrepancy

Hi,I am getting a discrepancy between the Agent Call Summary and Common Skill Contact Service Que Activity report. The Total Inbound ACD for Agent call summary shows 11,678 compared to 11,084 Calls Presented for Common Skill Contact Service Que Activ...

rontabs by Beginner
  • 2 replies
  • 0 Helpful votes

IPCC as a means to login - logout

Hi,I have a (what I beleive to be) unique situation where I am needing a script to perform the following functions:1) upon call connect (to a "hotline" #), I need to collect the calling party digits (caller id).2) Ideally, this script should attempt ...

Time of Day Script problem

We are runing a IPCC POC setup for one of our clientsI have a time of the day script which allows calls to be landed only to the agent between 8:00am to 20:00 hrs. But since some time back, this is not working properly. I checked on all the servers (...