Contact Center

Client has two teams for answering calls but wants to allow overlapping access to calls with certain constraints. calls are currently separated by an option menu in the beginning. They have the same trigger. Example "ideal"call flow to demonstrate:  ...

I am trying to do a Database lookup from CVP and I am able to get responses on Session Data that contains (Data.element.Database_01.xml.resultset). I was wondering how to strip some information from the Output   "<?xml version="1.0" encoding="UTF-8" ...

I need to write a CVP Script that checks for Date and Time and then use the decision element to check if its that date and time. Question is, 1. How do I set the date and time? 2. If I use the Date and Time Elements, what format is the Date and Time ...

I have a customer that is migrating from UCCX 7 to UCCX 10.  They currently have a 2008 SQL Server R2 that they use for custom reports.  They have a package that runs nightly to copy relevant data from UCCX 7 to the their server and then run reports ...

Hello, I have a situation which I'm struggling with and can't figure out. There's a call center application with a CSQ set with an automatic 30 seconds WORK state after answering a call. The weird behavior is that : - if there's no call waiting in th...

Hi Experts,   question on private link failure.   in case of failure on private link   1) we are running on Side A which can reach at least half of enabled PG's. will call router be failed over to Side A?. 2) is there anyway we can determine which pg...

Hello guys, i am doing an integration to check the emp id in the database, i have stored the emp id in a string variable and need to pass the same to the database through Make Rest call option in CCX script Editor, can anyone help me with the propert...

Hi, all.   For FIPPA, the login details such as Agent ID, Password fields are alphanumeric type. Is there any setting or any way to make these fields as Numeric type instead of Alphanumeric type? Any advice is very much appreciated.   Thanks & Regard...

Hi,   I'm developing a script, I need changer GMT Time from +2 to +3, I dont have problem to convert time, but if convert variable Date (with new time) to String it get old value (GMT +2)   SET DateNow_Date = D[D[now], TZ[Etc/GMT+3]] SET DateNow_Stri...

Users are getting error when trying to log into reports. They are getting "All available connections to database server are in use by other client machines. Please try again later and check the log file for error 5054"   and   'SQL Command Failed. Co...

Hello all, A bit stuck on a UCCX scripting puzzle. We have 3 teams one in the US, one in India, one in London. Each team has 2 employees. Everyone works the same hours 8am to 5pm Monday through Friday in their own respective time zones. And for t...