Contact Center

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AMA Forum- Design, Deployment & Troubleshooting on CCE CUIC & LiveData

Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...

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Resolved! Pseudo label and ringback

We are using pseudo label in ICM script with target re-query to release the ASR/TTS port license. However  this results in ringback tone being played to the caller while CVP fails the call and reconnects the caller back to IVR script. is there a way...

AshG by Enthusiast
  • 2 replies
  • 0 Helpful votes

Resolved! Finding SkillTargetID number

We run a daily report on Contact Center stats and recently we created new SkillGroups and I need to update the values of the SkillTargetID to get proper stats on calls answered.We are running Packaged CCE ver 9.0. Here's the query we run against the...

MediaSense API subscribeToEvents

I'm using the Cisco MediaSense API to subscribeToEvents.I use this URL: content type: application/jsonthis header: JSESSIONID: 23476F529F436D71E667AF97D91B0BFC (I got this from my ...

dmcgrail by Beginner
  • 1 replies
  • 0 Helpful votes

Consult Call Transfer in CCX

Hello, CUCM/UCCX Version 11.5 I have setup a consult call transfer in CCX to ring a Hunt Group in CUCM.  In doing this the caller id on the phone shows the IVR Port Number.  Is there a way to show the Caller ID info instead of the IVR Port info? T...

SQL query for Courtesy Callback

Is there a way to query in SQL against the hds to see who turned on/off Courtesy Callback? One of my customers says it gets turned on about once a week and wanted to know why. We have an admin script that overrides ( Global.userCC_XXX=0) it from bein...

Resolved! Configuring IP

Hi Friends, I have some concern about IP phones which shows as " Configuring IP' on display and I want to fix permanently. So can any help me fix this issue. Thank you, Arjun Kamble

Odd Finesse behavior - UCCX 11.0

I've create a new application/script/queue in UCCX.  During testing, I noticed the agent never goes into reserved or talking state - only from ready to not ready.  The live data never shows a call being taken by the agent either. Has anyone encounter...