Contact Center

We currently have the scenario with Cisco Jabber and Calabrio when Agent 1 receives the call from the CSQ it is being recorded as expected, but now Agent 1 does a consult transfer to Agent 2, once Agent 2 accepts the call and the transfer is complete...

Hi, We are receiving reports for our chat application is not processing all the messages. System reported that 17 chats were presented, and only 9 were handled. We would like to know what caused this interruption.  Can someone inform on how to troubl...

Hello,  I would like to get the detail of abandoned calls on IVR from TCD. Please help?

Hi Folks,We are facing a "Failed to connect to the SocialMiner XMPP Server" error on Cisco Finesse when opening the "Manage Chat and Email" page. (Screenshot of the error that has received in Finesse Client is attached, "Finesse Error.png")Error log ...

Hello Guys, Just want to know one thing , For Social miner Call back IVR Application on UCCE/PCCE Environment , After reading the Cisco developer guide  , i have some queries , To initiate call back we need to  submit the post request API with XML bo...

Hello Guys, Recently we faced a call drop issue in contact center environment for around 1 Hr. time. I went through the MIVR logs from UCCX and found below logs for one of the dropped call. Line 2599: 73598937: Oct 08 14:29:39.136 IST %MIVR-SS_TEL-7-...

Dear All, Installed Cisco ECE 12.5.1 tested Chat & Email is working fine as expected.Currently, all the agents are using EIM/WIM  and the same alias will be moved to ECE instance. If I move EIM alias to ECE what will happen the old email open cases a...

Dear All,Upgraded UCCE setup from Version 11.x to 12.0 then 12.5.1. on version 11.0 have only cuic 200 reporting.  Done the refresh upgrade for cuic to 12.0 and installed separate live date servers and tested working fine for cuic and live data repor...

Dear All, I would like to confirm if we can use Stylus Feature while device is registered on CUCM or Webex Meetings Subscription is required.

Hello All, I have integrated uccx with Social miner for chat feature but i am getting error. I follow this document (https://community.cisco.com/t5/collaboration-voice-and-video/integration-of-uccx-with-social-miner-chat/ta-p/3139858) but when i subm...

Hi, Can't seem to find anything definitive about this. Handle Ratio is calculated by Calls that the agent handled / Calls that are routed to the agent, which makes me think it does. Does anyone know for sure? Thanks in advance, Jason

We are getting an error message for wallboard in uccx. 11:36:16 Password Validation for user [uccxwallboard] failed!11:36:16 Check for password aging/account lock-out.11:36:16 listener-thread: err = -952: oserr = 0: errstr = uccxwallboard@172.30.3.78...

Hi,Currently our UCCX is integrated with SQL database and its successfully fetching customer details based on the input entered during the call.However, our database team is not willing to expose database. They are asking for an API to connect to thi...