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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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Resolved! eGain and UCCE Routing

I have eGain integrated with UCCE and UCCE does the routing. Iam facing problem with Email, that is emails are send to UCCE queue properly and it is routing to eGain exception queue after 4 hours when no agents available. I have set the wait time on ...

tthottin1 by Beginner
  • 10848 Views
  • 14 replies
  • 0 Helpful votes

Manual voicemail drop

Hey all,   We're looking for a solution for our agents who will be using CCX 11.6 and UC + CM 11.5. What they're trying to do is as they make a call, if the voicemail picks up, they'd like to pick one of let's say 3-5 pre-recorded messages to be deli...

Resolved! UCCX CallBack Script-How to Populate the "confirm the callbacknumber" Prompt in BaselineAdvQueuing.aef

I've had success passing the caller ID and can populate that into "callbackNumber" and "callbackNumberEntered" variables. What I want to do is have the combined prompt  of "pYouEntered", "pCallbackNumber" and "pConfirmation" read out the callerID of...

Jason Post by Beginner
  • 1313 Views
  • 5 replies
  • 0 Helpful votes

Access To Calling Number From Uccx To Jabber Custom Tab

Hello,   anyone knows how i can access to the calling number (not cti port number) in a custom tab in cisco jabber? i'm using the OnTelephonyConversationStateChanged function in a custom tab to get call information like described in this documentatio...

A_ by Beginner
  • 465 Views
  • 0 replies
  • 0 Helpful votes

Resolved! UCCX Scripting Configuring a Date Range

Hi Guys I am looking to setup a UCCX script similar to the popular holiday check script. (Maybe not even required) I am comfortable with specific dates using .xml files with the holidaycheck script However, what I am trying to achieve is to specify a...

Onabowale by Beginner
  • 1704 Views
  • 3 replies
  • 0 Helpful votes

UCCE- Windows Install

Hi   i need to install UCCE server (Router , Logger , HDS-DDS ) when i run the ova i need to choose the disk format i see in the document that need to choose Thick provisioned Eager Zeroed or Thick provisioned Lazy Zero. What is the difference betwee...

yossid001 by Beginner
  • 473 Views
  • 1 replies
  • 0 Helpful votes

Set Not Ready from Talking State

Are there any methods that will let UCCX set an agent to Not Ready, or technically Talking > Pending (Not Ready).  My supervisors were able to do this in their previous application and are frustrated they can not set supervisor initiated not ready wh...