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...
Im having an issue with Webview (IPCC 6.0 Ent). When i select Agent->Agent->Agent Task Detail Activity i choose one AGent for Example, i get as Statistik:The Skillgroup of the AGent+The Default Skillgroup_Cisco_Voice..the last one as i know is where ...
Does anyone know how to automatically monitor calls? I have IPCC 4.0(3) Enhanced and need to find a way without having to keep clicking on the agents as calls come through.I know how to record each call automatically but not how to monitor each call...
Hi. When I run the IVR APP Performance Analysis report it always display calls with no application associated with it. The application id is -1? Does anybody knows what are those calls? That is also happening in a client with IPCC Express 3.1(x) sys...
I have a customer using IPCC Express 4.04 with failover. They had a failover last night and wanted to know the cause of the failover. Which log file keeps the events the caused the failover? TIA.
Hi, anybody know how to implement IP Phone agent in an IPCC Enterprise or Hosted ?
I am trying to create a script which when callers call they will be routed to an available agent If all the agents are busy "please stay on the line" prompt will be played After 30 seconds " your call is important to us, you may also leave a message ...
Hi,Have this problem which occurs intermittently. This happens when an IP Phone Agent changes its state from Ready to Not Ready or Logout, the request would take a very long time. From what I can see from the phone, it would just display "Requesting....
I have a lot of rejected calls due to a "Remote timeout" reason according to the real time reporting tool. I do not know exactly what is the source of this problem, but I wonder if there is a documentation where I could see the exact meaning of the ...
Our cisco engineers have informed me that Email routing and Web Collab will not work with system IPCC. I've tried getting further information but Cisco has been unable to give me any further information.Can anyone suggest a different solution for Ema...
Hello,I am using IPCC Express 4.0(3). I have an issue with agents that remain in reserved state even they are connected and can talk with client. The problem is : the connection is established but the agent state is still 'reserved'.What may be the r...
Hi,In the staging guide Cisco ICM/IPCC 7.0(0) the document gives guidelines for partitioning AW/HDS. In the Install and Config Guide it states it's not supported.If it is supported, what are the recommended sizes I should be using for each partition....
Hi,When I configure a JTAPI Trigger using a CTI Route Point with a Directory Number thats exist in another partition the JTAPI Trigger don't work. Anyone knows if I can use the same directory Number twice (different Partitions) and associate one of t...
Hi Not sure if this is possible.I have a customer with three departments. There is one supervisor in each department. Each supervisor has webview access.The customer wants that each supervisor may only run reports on agents or skill groups associated...