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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material confirmation

i have a customer need contact center for 100 agent .i made the offer with this material :Contact Center Software CCX-60-NEW-ENH CCX 6.0 ENH Server , Seat SoftwareCCX-60-NEW-E CCX 6.0 ENH NON-HA Server , Seat SoftwareCCX-7845I-60 CCX 6.0 7845 IB...

Call recording and NIC teaming

Hello, Has anyone had any experience with implementing call recording and NIC teaming on a CRS 5.0 system? TAC mentioned today that it is not supported. I am planning on implementing desktop-side recording for a CRS system I've inherited, wonde...

File Mgr partial Svc after uprade

I upgraded IPCCX from 4.0.2 to 4.0.4 using the BARS and new CDs. After the upgrade, File Manager show partial service. It doesn't seem to be affecting anything but does anyone know why this would go partial and what triggers it?

SAN J by Explorer
  • 1 replies
  • 0 Helpful votes

Resolved! Call Divert option

I am using UCCX and I wonder if I can create a script that will automatically divert the CRS to another number (other branch of our office) in case the whole call center is out-of-service. Please advise, thanks.

junp14 by Beginner
  • 2 replies
  • 0 Helpful votes

the "Requalify Node" is killing me

Hi Guys.I use IPCC Enterprise with IVRs.The ICM script im having problem with is very simple:Calls comes in, Translation Route to IVR, user get a prompt to enter "1" or "2", after that i check with "Caller Entred Digit" and want to do "Requalify node...

Jayd000007 by Beginner
  • 7 replies
  • 0 Helpful votes

Contact Center and Voice Recognition Codec

Guys,i have a system running with CCM 5.X and Contact Center Premium 5.x. ALL are running G729 - reason being some initial voice quality issues on the LAN with 711, did all updates andfirmware updates on the phones, QOS was configured properly but st...

a.gooding by Contributor
  • 2 replies
  • 0 Helpful votes

IPCC 4.0 and TTS Realspeak 4.0

I installed TTS software and configured MRCP TTS Provider on IPCC succesfully (the provider is "In Service" and the server is "Reachable"); but the command "Create TTS Prompt" doesn't work on IPCC script.Any idea about what is wrong? Thanks in advanc...

Resolved! Creating IPCCX script

We have a customer deployment of IPCC Express 5.0 with Call Manager 5.XWe are trying to create a script where we have to manage agents with 3 different skill sets, lets say Skill A, B and C. Each agent has all the 3 skills A, B and C but with differe...

agup by Beginner
  • 3 replies
  • 0 Helpful votes

urgent required

sorry i am new in contact center i need to know if the cisco agent desktop software work with specific type of ip phones or it work with any ip phone model .second please i need any refrence that i can start from it to deploy contact center solution

Historical Reports

If I run the Agent Detail Report for a specific ICD queue I get the number of calls that have been answered by the agents for a set queue. If I them run the Common skill contact service queue activity to get a summary of all the calls presented follo...

neilplatt by Beginner
  • 1 replies
  • 0 Helpful votes