Contact Center

Is there a way to gather statistics for When and by User, who is using the Silent Monitoring function in UCCX??We need to help develop policies for when and under what circumstances this feature can and will be used by supervisors.Thanks./gb 

All, I am migrating from another ACD software to UCCX and came across an issue. It appears that one Agent can only be assigned to 25 skills. In our current environment I have a Contact Center that answers calls 14 different menus. All menus have 2 sk...

Hello, In this document : Outbound Option Guide for Cisco Unified Contact Center Enterprise, Release 11.0I can see that in the Direct preview mode, agents can reclassify the callresult : BAResponse for Direct Preview callsFor Direct Preview calls, an...

Hi guys,Our client has a request to have possibility to cancel queued callback call if customer has allready talked to the agent. Is it possible somehow?Thanks in advance.Nikola

Hi Friends, Need a suggestion ... I have the following error in my Finesse application (11.6.1) Cannot Perform Operation Error Code CTI - 13 This situation happen when a customer calls to an agents and customer did not hang up the call and agent tran...

Has anyone had this problem?UCCX 12.Xwhen I try to perform a direct transfer to another agent.

Hello I need help figuring out a way to add a queue while a person is in the queue already.So basically if a person is in the queue for more than a minute i want to include supervisor queue to be considered. i`m using"Queue to Enterprise Skill Group"...

Hi, I was installing the second UCCX server in HA configuration. I go through the install and don't get prompted to enter the appadmin credentials. The install finishes and I can get in at the CLI but there is no appadmin administrator account to get...

Hello, We are using a report definition called RD Agent Audit Detail in CUIC which utilizes our UCCE Realtime Data source. This report pulls all specific events for each user and is built using an Anonymous Block. We would like to take this report de...

hi, is there any compatibility issue between the two versions?i got most of the 7.0 scripts running well on 10.6. only two of them have issues, when i choose these scripts in the application, it prompts below error: "An error orrcurred when loading t...

We are working on UCCX 11.0. after writing the script when we upload it on the UCCX server, it doesn't run, we get error prompt either. In the script we are using custom objects and we have uploaded a JAR file on UCCX server. In Cisco Unified UCCX Se...

We are preparing to upgrade UCCX to 11.6(2) and we understand that CAD will no longer be supported, we are currently running 10.6.1.11002-15, with support for both CAD and Finesse.  Is there any method to determine if any agents are still using CAD p...

Hi Guys, I would like seeking assistance on how to configure Cisco Prime to send notification to third party monitoring system. The third party monitoring system is  Ivanti Service Manager. This third party system only intend to receive events or ala...

Hello All.  I am working on an upgrade from PCCE 11.0(1) to 11.6(1).  I read the following blurb in a CVP licensing document: Beginning with Release 11.5(1), the IVR service that was part of the Call Server is now part of the VXML Server. The Voice B...