Contact Center

Hello!  I'm a CCX rookie and am looking for some assistance with a small problem. One of my users is set as a supervisor and currently operates as such - but his name does not show in the agents list as well as the supervisors list. I assume this is ...

Is there documentation on the process of getting UCCX licenses from the Smart Account Portal when you have purchased FLEX-CC? Also with FLEX-CC licenses you can mix Premium and Standard in your purchase.  Can you install these two different license l...

Any suggestions  to achieve Customer SSO with out SAML Assertion in ECE 11.6,Our website is not using  SAML authentication to login hence the ask ? Thanks & Appreciated

Is there a simple way to have a word document pop on a finesse agent DT on an incoming call. Thank you all.

Hi All, I followed both:https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/210528-Understand-ECDSA-certificates-in-an-UCCX.pdfandhttps://collabengineer.com/2017/04/20/uccx-11-5-tomcat-and-tomcat-ecdsa-cer...

Hi Team, Please find the attached script. We have uploaded a Moh file in cucm and working fine on a phone internally.Also have configured CTI route point with Moh. Further, how to add hold and unhold step in script so that Moh file invoke from the cu...

One of our two VVB servers failed which caused a portion of our calls to be sent to a Release Call node in ICM scripts. I have been tasked with finding the number of released calls, but each call made multiple routing attempts before the call was rel...

Hello all,I have a question.  Is there a wait timer in Call studio?  I have an application that attempts to get information from a rest client.  The client way specify that it is still gathering data.  So the proposal is to set a wait timer for 5 sec...

Hi team, How we maintain the common codec for all wav files, and where it should be mapped , i appreciate it   if any one can help me on this please CVP experts.  Thanks!Rai

Hi Experts, I am facing an issue with blind transfer where the call gets disconnected as soon as I do a blind transfer (agent transferring call to another agent using agent ID). On the second agent finesse it shows agent is reserved but call is not l...

hi    we have provide EIM feature to one of our customer. The issue is not unable to dispatch the email. Receive ok no issue. if i restart dispatch service able to send out email but in few mins the problem is still persist. as checked from dx logs s...

Hi,asking if we can put Music On Hold instantly/directly as agent presses Consult button. is there any workaround for this request? Thanks!

Hi, We are facing an issue with our agents being placed in Reserve mode and unable to receive calls.  This is affecting multiple CSQ's.  When an agent receives a call their status is either never moving from reserved OR reverting back to reserved aft...

we are planning to upgrade our contact center applications and call manager. the current applications are as below,UCCX - 10.6.1 upgrading to 11.6.2QM 10.5.1 upgrading to 11.5.1Socialminer -10.6.1 upgrading to 11.6.2CUCM - 10.5.1 upgrading to 11.5.1 ...