Contact Center

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...

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

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...

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...