Dears,Good day,has anyone else faced an issue that call canter agents' calls gets disconnected after exactly 1 second?It happens in a random way and affects all agents.Thanks.
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This video series consist of individual, short demonstrations that highlight Cisco Contact Center Express specific feature/functionality from both the agent and supervisor view. The goal is to provide a deeper focus on specific features in a function...
Hi, Is it possible to disable the "cc" field in ECE 12.5 version when replying to email. cc field should not be visible to the agents.Can someone guide how to do that.. Regards,Jackskid
Resolved! RONA not working
Dears,It is a UCCE system with CVP and CUCM, all version 9.0I am using a cti route point (2000) in order to test a script.I have configured RONA time out in Agent Desk Settings to 10 seconds.In CVP I have added the DN (2000) with timeout 12 seconds.I...
In Termination_Call_Detail table, different legs have different start time and end time. There are different fields DateTime, DbDateTime and StartDateTimeUTC. Based on definitions DateTime column is relevant for this. But, doesn't seem accurate, some...
Resolved! ECE 11.6 when Replying All the originating "from" address is being replaced by default address.
Hello to all. First time posting long time viewer.We are running PCCE 11.6 and ECE 11.6 all was working good until the exchange admins changed the domain side of the emails to standardized our Customer Service group with the rest of the company. I we...
Ive been asked to start morning checks. I'm looking to use rttest on the router to see the process and opctest status on the PG to sync as well as normal cpu, memory etc. Is there anything else people monitor, recommend? Thanks
I have an agent that goes into the queue, answers a phone call but then will get another call while still on the phone. I can find these instances in agent state details and it shows then as Ready>(Agent gets call)>Reserved>(Agent begins the conversa...
Dear All, Unable to activate Smart license for CVP & ICM in PCCE 12.5.1 setup. We can telnet this address from Primary AWD server “ telnet tools.cisco.com 443” We were able to complete the License Type, Transport setting except for Token Registered....
Hello Community, I'm hoping to get some views from the community about the best antivirus to use for a UCCE 12 deployment. I'm kind of looking for something that has good auditing and troubleshooting log output without being too complicated. I hav...
Hello community!Can someone help to me to solve one task? I have an excel file with two columns: callingID and Department (of this calling number)I need to parse the incoming call based on calling number and it department, then to redirect to propper...
Hi All, I have a requirement where inbound call comes with Custom SIP header as below:Client CUBE --> Trunk --> My CUBE --> CUSP --> CVP --> ICM --> Agent Now agent sometimes may need to send the call back to Client CUBE with the same Custom SIP head...
Not able to find connection of all the legs of an outbound call in ucce_hds.dbo.Termination_Call_Detail table. Manually was able to find an outbound call legs - first leg has of an outbound call had 0 for RouterCallKeyDay and RouterCallKey, but the r...
Hello, All.I have two tables Call_Type_SG_Interval and Agent_Skill_Group_IntervalHoldTime in both this tables are different.For example, i have two query:select sum(HoldTime) as HoldTimefrom icm0_hds.dbo.Agent_Skill_Group_Interval (nolock)where DateT...
I have a subflow script off a main menu script. The Subflow has steps to authenticate the caller against a Data Source.The caller enters the Contact ID and Pin, There are DB Read and DB Get steps to go to the data source and look for the entered i...
