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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Database Connections

I have a real quick question. I understand that a db get opens a connection to the database but does a db write also opens a connnection to the database?any response would be appreciatedthanks,clark

Upgrade unknowns?

Hi,I have a few questions about an upgrade from IPCC 3.0.3a to 3.1.5:Is reporting effected?Does CAD need to be uninstalled and reinstalled on their desktops?Does the IP Phone Agent service need to be reconfigured?and is there anything else that i nee...

IP IVR Integration using socket tcp

I work in a proyect with IP IVR 3.5.To access the data base is needed to do using a service in the middle tier, for example tuxedo or Mqserie, is not possible to access the data base in direct way. At this time the customer has a developed service in...

c.vidal by Beginner
  • 1 replies
  • 0 Helpful votes

no CTI RP as calling number

Hello,How is it possible to have the actual calling number displayed on the IP Phone when the agent is selected and the phone is ringing, instead of the CTI route point? By default, the actual calling number is only displayed when the agent takes the...

ldemanet by Beginner
  • 1 replies
  • 0 Helpful votes

Forwarding ICD Extension

Occasionally I work from home and would like to be able to log in as an Agent and take Help Desk calls while there. Is this possible? Is there a way to just forward my ICD extension to my home or cell number? Thanks!

tarkinkl1 by Beginner
  • 2 replies
  • 0 Helpful votes

IPCC Lab set-up

CM 3.3.3(sr4a), CAD 6.0I have three CMs in a cluster in a separate vlan.I added another CM to be used as an IPCC Lab CM/IVR server.The Cluster is not "aware" of the Lab CM, and the Lab is not aware of the Cluster.I am trying to program a 7940 set usi...

k6lw by Enthusiast
  • 2 replies
  • 0 Helpful votes

Trunk Group Reporting not showing

we are using ICM 5.0 SR7 and CM 3.3(3) and IVR 3.1(2). I am trying to test the IPCC environment internally from an IP Phone.Ii have configured a CTI Route Point with DN 2900 for the Call Center main menu script. and i have associated this DN with an ...