I'm using in my company CUCM 10.5 and UCCX 10.6, the case is that I need to create one IVR with basic queuing and if the caller last long in the queue, they are sent to autoresponder. I have a contact center with three operators, they are in a Hunt...
Hello, We noticed that the supervisor and agent desktop are showing partial status in recording. Kindly help
Hi All, I have a query regarding the ICM script Lets consider i have a simple script with queue to skill group node ,and suppose if all the agents are busy then call is treated as successful exit or failure exit now Thanks,
Hello Expert, I have some questions regarding CUIC stock reports and I unable ro find out the staisfactory answer, so I need help to understand better. Question.1- I ran "Contact service queue activity" report where Calls Presented are 88 in which ...
Hi, We observed one call got stuck in our router queue for 4 days. Is there any possibility to release that particular call from the ICM router. Or EXIT_ROUTER is the only option. Thanks
Our Call Center manager would like to have a small light on top of Agent's monitors that lights when they are on a call. Does anyone know of something like this? Since the Agents are wearing headsets, sometimes they'll be interrupted by someone who...
Has anyone gotten a Kuando Busylight or Embrava Blynclight to work with a UCCX agent's status?I'm thinking perhaps a large blinking light will notify the agent he/she is "Ring no Answer" unavailable. Or perhaps some similar notification system? I a...
HI, I'm running into an issue where Call Manger had an unclean shut down back in 2013 and now according to TAC I have to rebuild(see link) CUCM PUB to resolve.. TAC informed me that the users will temporarily be removed from UCCX and break all teh ...
I've gotten two different answers on this question. Our third party support vendor said that the number of licensed IVR Ports is the max number of CCG CTI ports, while a Cisco engineer said we can create as many CCG CTI ports that we want. Does anyon...
Hi, Cisco Unified CCX Premium Seat(s): 50, Does this means that i have license for 50 agents? Please comment!!
Hi experts! I'm a RS CCNA but have responsibility to manage CCX. Our CCX has problems which is some of our CCX services are in partial service and the data store not initialized (pictures). I have escalate these problems to my senior and he sa...
Hello, is it possible to set Cisco Unified CM Telephony Trigger directory number within UCCX with wildcards, for e.g 3XX and all numbers matching that number, execute connected application. Or is there any other way to execute UCCX application for a ...
Hi Everyone The helpdesk manager came to me and asked me if when no agents are logged in could I have the calls routed to an outside answering service. I'm not that great with script editing so I wanted to know if someone can out line the steps I wou...
Hi All, hope you can assist. I've seen a lot of posts around this particular issue. A lot of my agents are describing an issue where an inbound call connects to an agent, the agent connects, agent hears silence and then the call drops. Another ex...
Hello All, I have AQM 11 deployed with UCCX 11 and am having an issue with QM's silent monitoring and whisper coaching. From the QM web page, I can silent monitor fine. I can also whisper coach fine. The problem is, that when I'm in a silent ...
