Contact Center

Hello,   We have used Social miner for Agent callbacks, we have huge wait times in the contact center. the social miner tasks created tasks are getting terminated if not answered within 1 hour. Exactly at 3600 seonds tasks are getting killed, please ...

We have eGain integrated with UCCE 11.5, how we can achieve eGain Agent authentication with active directory to meet the password policy requirement. Agent ID's are created in UCCE ( Integrated Agents)

Hi, I have included call redirect step in my script and redirected call to external number after checking certain condition. Is there a way to check how many calls landed on that number ? Please help!!

Hi,   I am able to successfully hit the post call survey from the main script.  I am having issues passing agent name and the original csq the script came from.  I am hoping someone can verify my scripts and let me know what I am missing.   scripts a...

Hello, guys.UCCX System version: 11.6.2.10000-38 (UCCX state is "In service") CUCM System version: 11.5.1.15900-18 GW2911 with the latest software (E1 to PSTN - SIP trunk to CUCM).   The question is: How to send OK(SIP to GW) and CONNECT (GW to PSTN)...

Hi All,   We are trying to add SNMP v3 on CVP oamp console and when saving the configuration it says password doesn't meet the requirements.   We tried to create passwords as per specified on the CISCO document but we experienced the same error.   Pl...

We are looking to upgrade our current 10.5(1) to PCCE 10.5(3).  Has anyone had any issues with this upgrade or any gotcha's along the way.   From what I understand it's just stopping all services on side A and side B and running the installer on side...

UCCX 11.6.1, SocialMiner 11.6.1, CUCM 12.0.1, Microsoft Active Directory   We sync and authentic end users through LDAP. Users email addresses are sync'd in to CUCM. We are testing the use Email Queuing through SocialMiner to see if it's viable for o...

Hello Guys,    I am going to give a simple example about the scenario I am stuck with.   when call comes in and assuming we have 4 ready agents and 2 ready supervisors, if first agent missed the call (Ring no answer), the call should go to one of the...

I'm using a formula for ewt and it seems to work however I have concerns when to test it. We have created a script but it isn't live yet so does not have many calls. My understanding is that the EWT window is every 5mins rolling - is this correct?  ...

Hi, we are currently migrating customer from old SCCP dialer to new SIP dialer. For some reasons we would like to set SIP dialer not directly to CUBE but through CUCM so DIALER<-->CUCM<-->CUBE. I found that issue is there with CPA. CUCM is not transp...