Contact Center

Hi, We are making a POC document for CCB, we dont have server access at this point. We are working on implementing EWT first, and will work on CCB post implementation of EWT. Can some one help on formula for EWT? (We just only SKill Group. Not Enterp...

Has anyone been able to figure out how to modify the Call Type Historical report definition (Interval based) or ANY of the historical interval based report defs, to a Daily or Monthly base? I'm trying to get around the 8000 row limitation and get mon...

During any network disconnection between Central controllers or PGs, when the active services fail over to the other side, we see the calls which are in IVR or Queued to route to an agents got dropped. Just want to know, is there any way to count the...

Hello my fellow Cisco Community, I have a client that states that anytime he receives a call through the UCCX, it's telling him he's receiving a call from UCCX. It's announcing itself on the speaker of the phone and his headset. It didn't use to do t...

So we have a situation when a call is routed to an agent, and the agent is put in a "reserved state" (via Cisco Agent Desktop), for approximately 30 seconds.  Seems the agent is frozen in that state, before they can receive another call.  After the 3...

We are utilizing PCCE 11.5 and have been trying to use the user.microapp.override_cli in our scripts to manipulate the information displayed because calls from our general contact center queue don't stand out to our sales queue staff who are juggling...

I'm looking for the way to:* Remove some contacts from the dialing list, not all* Move a contact from one campaign to another* Search and know if a contact is already in any of the campaigns* change a contact in on hold I have seen post where it says...

We have Wrap_Up configured as a mandatory state when a call ends (Finesse 11.0(1)). The agent state is trapped to wrap-up upon caller hangup or agent hangup, which is exactly what we want. If agent A transfers an inbound call to agent B, then agent B...

Hi all,I have fresh install socialminer 12.0.An HTTP 403 error has occurred and I can not connect.It was normal in 12.0 below version.Please help me. Thanks.

Ok I have a strange issue here.  I have a customer who has a queue where customers get transferred out to an external number or a ring group outside of UCCX.  We wanted those calls to count in reporting as a handled call or flow-out instead of abando...

I need to find ICM scripts which are not referenced by any other scripts nor scheduled by any call types. Please help with the SQL query Regards,Arjun Raju

Hi, We have an application that connects to the Cisco UCCE Database (Historical Data Server) to query statistics for agents and queues.  Does anyone understand how the UCCE Database [v12.x] is configured from an encrypted connection (SSL/TLS) perspec...

Hi there, we are currently running uccx V10.6.1.10000-39 and our system's group is looking to upgrade our VDI thin clients to HorizonView 7 from 5. Can you confirm that our call center agents running the vdi thin client will still work once this VDI ...