Contact Center

Hello.  I am trying to determine the best usage for the standalone CUIC versus the standard CUIC.   1. I see that standard CUIC 11.5 has stock reports "Agent All Fields" and "CSQ All Fields".  Using these reports, it seems to me that one could use th...

Dear members, Has someone gone through a UCCE Tech Refresh Upgrade from 9.0 to 11.5? Could you please confirm if the below High Level Action Plan is correct?   1- New infrastructure preparation (Installation of Windows Servers & SQL Servers). 2- UCCE...

When i log in, i go UCCX AppAdmin Portal > Tools Plug-ins>   I don't see CISCO Unified CCX Desktop Suite in list of tools.   Please, help me    

Anyone gotten this to work? There are plenty of links online for EIM, but I don't have EIM. In the PIM logs I see a PreferredAgent varible, but I don't see any ECC variables coming through even though the documentation states that you can pass ECC da...

Hello Community I've recently inherited our UCCX environment and am getting more comfortable with Finesse, but not fast enough it seems. Our Call Center is asking for a screen pop within Finesses that informs the agent if a user opted out of the surv...

Hi All, Is it possible to have single CSQ for agents with multiple skills. Actually we have a script with 5 language options so is it possible to have a single CSQ rather than creating 5 CSQs for five languages. Anybody can help ?   UCCX Version:11.6...

Hello, We have Cisco WFM working on UCCX environment. When we search for records not all records show agents name and team name associated with it. This is difficult for the unarchive user to search records.  We have given the team access to them how...

Hi, Need help on call consult transfer as i am trying to send the call to a hunt group but call is getting disconnected 2 beep sounds. Also anyone can share the sample script using call consult transfer

Hello , I;m  new to Contact Center enterprise environment , I need help in this . My customer have a PCCE 11.6 with a simple ICM script that transfer calls to agent or get the callers in the queue ..etc .   They asked me to transfer calls to Contact ...

UCCE/CVP environment - all agents set to auto-answer but still getting RNA 32767 Not ready code   Already been through the guides to ensure CVP, desk setting, UCM is set correctly but all this shouldn't matter because my agents are auto-answer.  So h...

We use Pcce for various  scripts including an internal service desk. We capture the CLI onto finesse but also need to capture the caller name which is when I view the cvp logs etc. We can not do a DB look up at the moment as we don't have call studio...

Hello Everyone,   I have an issue when I change a script parameter through the API, it wont take effect, even the IVR stops, it needs an update in the application in order to be playable, but I dont know how it's done in the API, any suggestion?     ...