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...
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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 ...
Dear Team, I am unable to create CTI port for outbound dialer.In the Call Control Group configuration only Inbound group type showing. We have following license. Cisco Unified CCX Administration.Please help to create outbound call control group. ...
Hi guys, I am wondering if someone can help me here. I have a deployment with webchat 11.5 and I have observed two things. 1. When agent is on a call, chats are not delivered to the agent. How can I enable this? 2. When no agent is available to tak...
Have a quick question. We are running UCCX 10.6.1.1.1002-15 (ES03-19). Below is the output from the License Information. Configured Licenses:Package: Cisco Unified CCX PremiumTotal IVR Port(s): 290Cisco Unified CCX Premium Seat(s): 145High Availabili...
We have UCCX 10.6 and in CCDR Data Report we want to add a filter based on Calling or Called Number. But Filter has the list prepopulated with 32765 Entries. But these entires seems fixed and not matching/changing as per Interval filter. How can w...
Does anyone know of a way to have anything that would be "attention getting" at the Agent's desktop based on the caled number or CSQ?For example, we have one incoming number (that is in a unique CSQ) and we want to be sure that called that come that ...
we want to know.... for uccx depolyment1... how many vm we need and VM name2. windows os we need
Resolved! UCCE upgrades
Currently we are on UCCE 10.5(3) which is the most stable UCCE version we can go for upgrade is it 11.6 or 12.0
Resolved! UCCX aborted calls Issues
Hello Experts,I have been having an issue for several months and I don't seem to understand why this is happening.Some days the Aborted Rejected Call Detail Report shows that we have more than 100 aborted calls and they are all destined to a single C...
Hello,I cannot understand how our report can show 0 calls today (other days, it is an unbelievably low number - not always zero) - there must be an error somewhere... as other reports with abandoned details clearly show we have abandoning callers. O...
Resolved! Export All Call Types from UCCE
Is there a way through CUIC or an SQL query on the AW/HDS server of CCE to extract all call types? I simply need an Excel sheet of all CTs for documentation purposes, but can't find a way to get them out without a ton of manual work. We're specifical...
The callback calls is terminated after waiting in the callback queue for about 35 minutes. the Exception message is "Contact id: xxxxx, Contact terminated remotely".The UCCX version 11.Thanks for your answer.
Hello All, Agent and customer are talking then agent make a conferance call to another application(script) then we collect some data and assing them into the call variable , after the script was terminated , we are not able to see call veriable on ag...
If a call rings an agents phone, agent does not answer and the call gets bumped to another agent. Is there a report that would show who was the original agent who did not answer the call...
