Contact Center

Hello, We have requirement in uccx 12.0 where agents has to enter notes/comments during a call with customer. We need this notes to be available in the report (inbound historical) generated from CUIC.Kindly let me know how I can achieve this.  Thanks...

Has anyone interfaced to Epic (medical) web services from Studio/Vxml server?I'm looking for some basic info on how it's done.Is it REST or SOAP?Does anyone have any info?

Hello,Have a weird issue. When using Finesse, users are unable to dial a specific number. Only happening to this one number (10015) which goes back to CVP. From their IP phone using that same extension it has no problem only when using Finesse. They ...

I know this has been asked before, but I would like to enable a caller to enter an extension at anytime when they're in a UCCX script without needing a "Menu" or "Get digit string" step. I had an idea that I could use an "On Exception" step to make t...

Hi, i have a agent who has moved teams. I changed the team in UCCE Admin, however they still appear in the old team in CUIC. I found a guide for UCCE but the options to update Agent Team List in Administration Server and Real-Time Data Server (AW) an...

Hi all, We are trying to deplyong PCCE 12.5 for 2000 Agents on co-hosting ESXi with another non-PCCE VMs.We're failed to pass ESXi credential validation stage using ESXi user that we've made for PCCE purpose with "Unable to connect to host(s):" error...

Hi All, I wanted to know more about transInCalls field in skill_group_interval table. When I am checking reports based on skill_group_interval table in CUIC always see TransInCalls value is "0" but it should show transferred calls to respective skill...

Agent goes to correct Finesse web address, is configured as an Agent,  device is associated correctly in User Mgmt  along with IPCC extension field set , device is associated with  UCCX Application user ,  Device is up and registered, and agent has s...

Hi,I am searching a detailed description of all the Cisco Unified Contact Center Express (UCCX) services incl. the subsystem and manager services.Therefore I already opened a Cisco TAC, but I did not get the information for all of the services as the...

First of all. I am sorry to potentially double post. I made this post once already, and it shows up in my profile, but just leads to an error message. The thread no longer shows up in the overview either. So here we go again. I have a small program r...

Hello Bros'                I have a problem here in my call center ccx 11.0 and that is as follow:I have an IVR application with trigger number 5555, when I call this trigger pressing digit after digit it goes normally and it receive my DTMF presses ...

Anyone know of a document that shows the pros and cons for the skills based routing and resource based routing? 

I'm looking for a way to set the Play Prompt variable, or possibly an alternate variable, to only play a specific duration of the file. Appreciate the help. UCCX 11.6