Contact Center

We currently have several campaign using the sip dialler. The different campaigns are for different locations, departments. Each compaign works differently with the agents assigned to say campaign A more effective than agents in different to campaign...

When we train new CSR's in our office, a trainer will typically sit with a trainee and use a y-connector to listen to their calls and provide assistance as needed. With everyone working remotely, this has become a little more difficult. Trainers are ...

 UCCE 12.5 supports shared ACD line extension. With shared ACD line configured on Cisco IP Phone and Jabber device; both devices are running, is supervisor able to perform Silent Monitor? Jabber registered via Expressway does not support Silent Monit...

Hi, We want to give an agent the capabilty to do silent monitoring on another agent, without giving the first agent the supervisor role.  Somebody knows a way to do that? Thanks in advance!

I am trying to determine the best practice for setting up / changing the agent extensions configuration in our call center. Our setup is CUCM 11.5 with 300+ users.  50 of these users are CCX agents on our CCX 11 system.  10 of these agents have been ...

Hello All,Hope you are all well!Due to Covid-19 issue my agents are working from home using jabber and claiming that there is a delay in receiving calls after choosing option from IVR menu.Any suggestions as to what is causing this delay ( delay time...

Is it possible to use silent monitoring on only 1 Team and a certain skillset in UCCX? We have a bunch of teams and skillsets but only 1 group wants this feature enabled. 

I am looking to upgrade UCCX 11.6.2.10000-38 (ES02-28) to 11.6(2) ES06 in order to fix Cisco Unified Contact Center Express Privilege Escalation Vulnerability - see __https://tools.cisco.com/security/center/content/CiscoSecurityAdvisory/cisco-sa-uccx...

I am having following scenario which require UCCE to control the call for further treatment. 1.Is it possible to prefix digit to the caller entered digit and then it will be sent to CUCM via dynamic label ?2.If the transferred call is busy/no answer,...

What are the maximum number of IVR Ports with 400 Premium Seats in UCCX? We have 400 Premium Seats and need to know the Max IVR Ports. See attached.  Cisco Unified CCX Administration System version: 12.0.1.10000-24 

Hi Currently our agents working from home login to citrix remotely from where they launch Finesse (UCCX) on Citrix Chrome browser using jabber MRA.  There are regular issues with Citrix infrastructure due to which staff can't login to Finesse. So I a...