Contact Center

Hello; we are running UCCX 10.6 and every once in a while, I get a report of an agent answering a call and there not being anyone there or the agent is unable to hear the caller.  When I call in and test, I often get where it sounds like the call is ...

Hi folks, Just to clarify my doubt. I have 2 Routers on which I have configured NTP server which is taking NTP source from Windows server. On VG, I can see NTP is synced with Windows Server. I want rest of my CUCM, CUC, CUIC and Finesse serevrs to s...

Dear All,   I cannot play prompt of Network VRU for PM. I try to debug the logging on VXML gateway and found something about URL for Media server doesn't have the IP address as capture below:   Does any one know this issue ?   *Oct 26 12:44:25.367: /...

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...