Contact Center

We have CCP (Social Miner) ver 12.5 integrated with UCCE 12.5. We are trying to configure task routing and for that we configure multichannel routing in CCP. But the status of CCE Notification status is showing red as shown in attach screenshot. Plea...

Hi, I'm pretty new to script editor and I have a small issue with a script I can't seem to wrap my head around. We have a security line where in case of emergencies they call a number (ex 1234) that number triggers a place call step to the securities...

I like the new Calendar option in uccx 12.5, but I am looking for the best way for all the departments to use the same Holidays.I have 20 or different calendars with different time of day, weekends, but they all use the same Holiday schedule. If i wa...

I don't see a clear introduction for what / how many licenses need to purchase in PCCE/UCCE. For example , it has 1000 agent seat in the contact center , then what license should I purchse and what is the qty for each? Subscription model is prefered ...

I recently migrated a user to a new phone after they complained of having glitching audio issues. After setting up the new phone the user gets CF_RESOUCE_OUT_OF_SERVICE error after they log into Finesse and attempt to set Ready. The current solution ...

Hi Team, Planning to upgrade CUIC 11.6 to 12.6(1). Can you please guide on proceed upgrade.  As per my understanding below are steps understand from Cisco Installation and Upgrade Guide.1. Upgrade 11.6 to 12 version2.Post 12 upgrade Install ucos.keym...

Hello Experts,  I would like play the queue music from ICM scripts itself with help of VRU scripts , i am good with VRU scripts side , To connect media server path need clarifications --to connect media server to fetch the wav file  and play it . In ...

Does anyone know if UCCX version 12.5 is compatible with CUCM 14? I see that there is a version 14 of Call Manager, Unity, and IM&P, but the latest version of UCCX is still 12.5.

How to get Agent details who handled the call after "call Place step" from Script (callback script)? Im struggling to get agent details who handled the call after having a call place step in call back script. It shows NULL value..    

I'm trying to write a script to check a bunch of things.  One of them is if UCCX master / slave are correct. If I doutils service list I see at the bottomPrimary node = true (or false)But I'm looking for Master / Slave designation, not 'primary node'...

We are trying to configure task routing in UCCE 12.5 using following guide https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_5_1/configuration/ucce_b_ucce-features-guide-12_5/ucce_b_cisco...

Hi Team,  I am facing one issue in Skill group , I changed skill group name with existing skill group I'D , I am able see in ICM Script Node as well , In Finesse , queue statistics gadgets its not reflected the skill group name , which i changed , it...

Hello, How would I do this. If a call comes in from a certain number, it would bypass the normal menu prompts and forward directly to the agents? I have a calendar that directs calls to the proper menu prompts. I appreciate any assistance.

I have created the attached UCCX script that can take calls and route in to the queue without any issue but one of the team would like to expand the script to the following that I can't figure out. We have one Trigger/CTI for this CSQ xxx9999. When c...