Hi EveryoneThe company that I work for wants to enable screen pops for the call center agents so that when a customer calls the customer's info comes up such as account number and name. What would I need to do to enable this feature for the agents go...
how I connect to the CVP reporting database, I have to try to connect that ODBC but with no luck
Hello all,Please help, maybe here someone once had the same problem. Currently, when I try to make a call to the Agent via UCCX, the agent can receive the call, but they can't transfer the call to another extension, the transfer button on IP Phone do...
I can't get the Advanced Supervisor Gadget to appear in Finesse. I added the following in Finesse Admin/Team Resources/Desktop Layout: <!--The following gadget provides Supervisor with advanced capabilities. Using this gadget, supervisors can manage ...
Hi All, Could someone assist to resolve the aforementioned subject. We are not able to spool reports from date 16/04/2021 to 18/04/2021. This happened when the CUIC services restarted with no human intervention on the Primary UCCX 11.5.1.11001-34
Is there a way to determine the overall call duration (Agent Time + IVR time) from the Termination Call Details table? If yes, how to do so? Any help on this is much appreciated.
Estoy tratando de entender los informes que genera CUIC y necesito si alguno de ellos tiene lo básico para obtener la siguiente información.Tengo la cantidad de llamadas que ingresan a una aplicación, esto lo hago con el informe - Informe de resumen ...
So a call comes in, goes into queue, then gets presented with an option for call back, gets dequeued and a ghost call is placed into queue.. This now creates "2 calls" when it's really still only 1 call. Is there a way around this?
Hello Team, Would it be possible to add or remove an agent using the UCCE Rest Bulk API. If yes, would you please share an example for the payload, method (POST or PUT, etc) and any specific configuration. ThanksRohit
I have this xml document and try to get the data from this xml document: <?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"><soap:Body><m:CapitalCityResponse xmlns:m="http://www.oorsprong.org/w...
Hello all. I have a client who has the following scenario. CUCM 10.5(SU1)UCCX 10.53945 H.323 Gateway The following call setup is as follows and is very straightforward. Inbound PSTN call to the UCCX via the H.323 gateway and then CUCM. CUCM routes i...
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...
Hi, I've setup a Elastic SIP trunk using Public IP NAT'ting towards Cisco Voice Gateway. Twilio(Elastic SIP Trunk)-->Public IP NAtting--->Cisco Voice Gateway--->CUCMPublic IP-115.111.182.150 We are trying a establish a incoming call using the above c...
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.
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...
