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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CISCO Contact Center Express (UCCX)

Hello. One of our clients have UCCX deployed and am requested to have below task to finalize the project. They saw the information about the Cisco Unified Contact Center Express and I would like to know the below points can be achieved with UCCX.   1...

abdallahm by Beginner
  • 4 replies
  • 0 Helpful votes

Resolved! UCCX - Skill Based Routing

Dears, This is the first time I implement Skill Based Routing and I need to make sure I got the concept right. We have 3 agents, 2 Skills and 2 CSQs as follows:SkillsSkill_1: EnglishAndArabicSkill_2: French CSQsCSQ_1: EnglishAndArabic_CSQCSQ_2: Frenc...

lanou by Enthusiast
  • 4 replies
  • 0 Helpful votes

Call Forward to External Number

HI, I have uccx 11.5 with softphone (Jabber) for agents. Can Agents forward calls to External Number(Mobile number) from jabber. In desktop jabber , there is option to forward call to external number. My UCCX is integrated with CUCM and for ip Teleph...

Sonam by Beginner
  • 2 replies
  • 0 Helpful votes

Resolved! UCCX Incoming calls from outside (GSM)

Hello Guys, I have a unified contact center express lab with CUCM 11.5 CCX 11.6 CUC 11.5 IM&P 11.5 i have configured a trigger 5000 to direct the call to agents internally so how can i make  a call from outside (GSM) to the trigger ? i have Portech V...

m.sabir71 by Beginner
  • 2 replies
  • 0 Helpful votes

Resolved! Calabrio AQM Installation file

Hi Team,   We are new to calabrio AQM, We have a new requirement for AQM Installation, and gone through the cisco installation Guide and its explained in detail.   We checked the cisco site for installation file and don't get the actual installation ...