Contact Center

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AMA Forum- Design, Deployment & Troubleshooting on CCE CUIC & LiveData

Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...

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IP-IVR with G711A

Good morning all, we are using IP-IVR with G711U and we will have to change codec to G711A due to our SIP provider will discontinue to supporting U-law codec. All of our prompts on the IVR are on this U-law codec so we thought that we will have to tr...

Resolved! Postion in Queue

Good Afternoon all: I have a small queuing script that requires position in queue to be announced to the caller. I used the get reporting statistic step (position in queue) and can announce my position in queue. The problem is my position increases a...

kmeehan36 by Beginner
  • 6 replies
  • 0 Helpful votes

UCCX to PCCE migration

Hi One of my customers is interested in migrating form existing UCCX 10.6 version to PCCE 11.6. Based on the ordering guide I have chosen the part no of conversion, my question is, any fresh deployment of PCCE comes with 100 dialer ports included, is...

Send Agent IP Address to Web Server

Hello Community,    I have a customer that wants to do an HTTP Post to a web server with the Caller ID of the calling number. The Web Post needs to include the IP Address of the agent's PC so that the web server knows where to display the caller's in...

09greg02 by Beginner
  • 2 replies
  • 0 Helpful votes

Resolved! Finesse - Agent Status Issue

UCCX We are seeing an issue where an agent's status reverts to a previous state after making an outgoing call or receiving an internal call (non CSQ). For example, the agent is in not ready - break status, then switches to ready. The...

phonehome by Beginner
  • 1 replies
  • 0 Helpful votes

Resolved! Missing Cisco Finesse Notification Service

I had the Cisco Finesse Notification Service on the UCCX Serviceability page but it's gone after rebooting the server. I also don't see the blue M symbol for the master. Has anyone encountered this? My UCCX is 11.5.1.

RbkMan by Beginner
  • 2 replies
  • 0 Helpful votes

Whisper Announcement not working

We are currently experiencing problem on whisper announcement. The whisper  is working when the call flow is CUCM >> CVP but when using comprehensive dial-peer, E1 PSTN >> VG >> CVP the whisper is not working.   Very much appreciate your advise.   Th...

jrdiaz by Beginner
  • 2 replies
  • 0 Helpful votes

Resolved! upgrade uccx 10.5.1 to 11.5.1 "CAD to Finesse"

i've customer with cucm and UCCX 10.5.1 cluster with high availability and call center agent login with CAD and wants to upgrade to UCCX 11.5.1 and use finesse instead of CAD. what is your recommendation? does i need to configure anything after upgra...

ra 011 by Beginner
  • 8 replies
  • 0 Helpful votes