Contact Center

I am running UCCX 11.6 and CUCM 11.5 . It is configured in wan HA mode.  Site "A" has two CUCM's main UCCX , th CTI Mgr , RMCM and AXL registered to site "A". Site "B" has two cucm's and secondary UCCX to test we shut down site "A" cucm's and left pr...

Is there a way to get a list of all agents assigned to a specific attribute or PQ?? Thank you

We have a deployment that is using Finesse only and added an HA node to the environment.  Finesse has been activated on the new HA node and everything appears to be in service.  Can receive inbound calls with HA node is Master.  Ran the client update...

Wondering whether possible to transfer the ongoing chat session to voice call queue by from ECE Gadget as quick response or trigger voice call  from agent side?ECE 11.6 , ES9 Aqua template.  Thanks,Thanveer

Hi Guys, I need some guidance with UCCX scripting. Once inbound call is answered by an agent, is it possible to get an acknowledgement from caller during the call by transferring them to another IVR, where a prompt plays the message to record the cal...

While browsing the CTI server message reference, I noticed that a fair number of messages (Starting from message type 160) is missing from the documentation. Are these just unspecified, or are they found somewhere else?https://www.cisco.com/c/en/us/t...

Hey all your Cisco Call Center users,experts,admins. I just wanted to make admins aware that when you are running Cisco UCCX 11.6 with Cisco Quality Management Call Recording and you have QM licenses seats, they will no longer exist when upgrading to...

Hey all. Working with a call center group using UCCX 11.6.2/Finesse Desktop. I'm trying to help the supervisor figure out why we are seeing some Not Ready - Non ACD Offhook states in their reporting. My understanding is Not Ready - Non ACD Offhook is...

Team, Is it possible to play some music while collecting DTMF input from the caller?. The user requirement is, we need to play some continuous music at the background while collecting the DTMF input. Means, IVR will play some music at the same time D...

In my environment we have some additional requirements for live agent monitoring that cannot be met by the stock live data reports.One of these requirements is a running total of not ready time broken down by reason code. The stock "Recent State Hist...

We have a need where our helpdesk options need to send out an email out to various team members, Example, If you need to alert the security team (viruses and such) Press 1, once this option is selected, CCX will then send an email notification to abo...

 Good Experts, I would like to get the Cisco UCCX license bands for version 12.5.Mainly i want to find out the part number so we can purchase them from Cisco. I need 5 seat/user 10 seat/user or 25seat/user licensesI need the premier license. Of late ...