Contact Center

Getting ready to upgrade customer to CCX 11.6.  They are interested in doing Web Chat once they are upgraded.  Assuming that they have the Prem licenses, do we still need to spin up Social Miner to do the interface with the customer's web site or is ...

Hi,   How to change the Call Type of the call when call arrived to IVR? I explain. I redirecting a call with call consult to new IVR, and in the CallContact details i see that the aType field is aType = CONSULT, there is a way that i can manipulate t...

HI, Is it possile to limit number of calls/chat coming to Agent , that Chat availability is automatically disabled when UCCX phone call volume reaches a certain level (f.e. 5 calls in queue ) ?   Thank you   I found option Channel Parameters -"Offer ...

Hi All,   Is it feasible to pass the Agent ID or Agent Extension from ICM script to the VXML application.   Regards, Bharath M

Hi,   i want to add CPA (Call progress analysis) to a cisco 4351 ISR to use it with with UCCX. I need the référence. Sincerely  

HI,  I am  using cisco finesse version 11.5 for contact center agents. Lately it was found that live report on finesse is not shown. It says "Loading Report" and never show report. What could be the possible cause and how do we resolve it? Please sug...

Currently our dulpex ucce is running on the back side, how do we force it back to be the 'primary' in a duplex set up   Carrying out a rttest on routera following a Windows patching, B is now active. What is the process to force it back to  A   My ot...

Hi All,   Can you to explain how to troubleshoot outbound UCCE (SQL query, dumplog, etc...)? I don't find any Cisco documents who to explain how to outbound troubleshoot thanks a lot for your help.   BR     Aubert

Hi all, We will perform UCCX upgrade from 10.0.1 to 11.6 , Can you Summarize the steps ?  

Hello, The company I work for is using CUIC version 10.6(1) and when we run the Abandoned Call Detail Activity Report we see that most calls in the Call ANI show the numbers that were assigned a Voice Mail Port (for example: 8005 or 8007) and NOT the...

We have day where Cisco Finesse just randomly locks agents into not ready or in reserve. I have researched this issue and haven't came across a solution yet. We are on the latest software of 11.5. We are opening finesse with IE 11 w/ compatibility mo...