Contact Center

CCB offer Time (UTC), Event Date and Time (UTC) & CCB Leave Date and Time (UTC) are in UTC which we want to convert in CST. Please suggest how to do it.

Dears, I have a PCCE solution version 11.6, after restarting side A (Rogger, AW, CVP, PG), calls when to side B normally. now after side A when up again, i saw a difference in the number of records in Termination_Call_Detail tables between side A and...

I am trying to understand the difference between Outbound on IPCC and Transfer Out. How are these two metrics connected? If an Agent takes a call and then transfers the call is that considered a transfer? What would make it an outbound in that same s...

Hello Everyone,  I am working on an opportunity with a customer to deploy UCCX 12.0 and Social Minor 12.0 to implement web chat. I have previously configured web chat for another customer but only to their front end website. This new customer also ha...

Hi, When I'm reading this paragraph:SocialMiner High Availability Considerations, Cisco SocialMiner does not support high availability.SocialMiner uses either a small or large, single-server, all-in-one, deployment. You cannot use a load-balancing, s...

Hi All. We have two different UCCX clusters integrated with one CUCM cluster and want fo filter users|agents on any of them based on any criteria. For now, all users with the IPCC extension are visible on both. Is any way to accomplish such a task? T...

Hi,I have not done report customization someone point to the document for CUIC customization-How to Create a custom report using custom SQL, Edit View, Edit Filters, and scheduling reports for customers.

Hello, can anybody tel me is it possible in ECE to make transfer to supervisor if email not answered in som timeout?

Hi All,  I am very new to UCCX. Our customer asked for a finesse gadget to be added to UCCX that shows how many voicemails are waiting in the mailbox. If a gadget is not possible is there something I can add to a custom report?  Has anyone done this ...

Guys,   Is it possible to force agents to go ready automatically after a certain time in a particular state. For example, Agent selects "Not Ready- Break". But after 5 minutes, They should automatically be made ready.  Looks like some agents are leav...

When instructed to press "Next" to continue and use 60 day demo license I receive the error message "License upload failed".Does anyone have a fix for this issue. I'm trying to setup a lab.

UCCX 10.5We have a Finesse workflow that upon completion of a call will send HTTP Request with call data to a company that does post call surveys. We do receive a response from the survey company in a new IE tab.Is there a way to count both the HTTP ...

Is there a CCBU certified load balancing solution for MRCP V2 with or without samples?Nuance does not have anything on this.With MRCP V1 we can use std http load balancing products, but with MRCP V2 these products generally wont work.