Contact Center

A internal group that we support has a dashboard comprised of Live Data reports. One day last week the values in the dashboard went to "0" and then recovered. I suspect a network issue was involved and hasn't happened since. How would you verify this...

I am experiencing the following problem, a call enters the queue and is not redirected to the available agents.I was able to identify a bug in version: 11.6 (1), a fix is ​​updated to version 11.6 (2.10000.38) https://bst.cloudapps.cisco.com/bugsearc...

Hi Guys , We have the two audio files , it's playing simultaneously , we need to break the two audio file as two seconds delay . two audio files has two different elements. below are the flow . first audio file ------>> two seconds >>>>>> second audi...

Hi Guys, PCCE LAB is such a pain! Not sure why Cisco has to make it so difficult.   I am trying to deploy PCCE 11.6 in the lab. I have created all the machines and set the deployment type to Packaged Lab mode. However When I try to add the inventory ...

Hi,My UCCX Script scenario is explained below,1) Supervisor of Call center call a trigger number(script 1) to set call center(CC) is Open or Close with variable value 1 or 0 respectively via DTMF input.2) Customer calls another busines trigger number...

Guys, i have one idea , please help me to understand, this will work or not. we have lots of Admin scripts, and also lots of global variable are referring to routing scripts to check the closing hours of operation. my Idea is instead of having global...

Hello, My customer's Marketing team had previously invested in a productivity tool for their users called Xant (formerly Insidesales.com). This tool is used to help automate the pre-sales touchpoint process by enrolling leads or potential leads into ...

Hi all, I've a script which has a max limit on number allowed in queue.  If at the limit, prompt plays and they get dropped. What I am after finding out is if it's possible to generate a report on queue size.  The sort of things I'd like to know.- Ho...

What would cause an agent to go reserved after a call if there was no incoming call? We have this in a few groups that this happens to. What log files should we be looking at and what are we looking for to indicate an issue?

Hi, I've been trying to generate reports for my the two work shifts in my call center. One of them spans from 6AM to 6PM yesterday, which is working perfectly fine. However, for my second shift, which lasts from 6PM (yesterday) to 6AM on the next day...

I'm new to UCCX .  I've taken a basic script building course but feel overwhelmed with my first build. Can't get it all straight with what variables I need to build to accomplish an ACD with queuing script.I've searched the internet for help but am w...