Contact Center

I'm trying to find a way to extract the UCCX call statistic data into SQL for a project my manager is working on with aggregating all of our organization's reporting data.Is this possible, and if so, what is the best way to pull the data?  I know UCC...

Hi, can someone  explain a sense of bucket intervals ? Best way using execrises :) I wonder coz i have a short calls sets for 7 s via ICM but the customer uses a default bucket intervals (starts from 8s ) is possible that is the reason why i havent a...

PCCE 10.5 I'm trying to figure out a strange issue where after a transfer from one agent to another queue, the rep sometimes gets stuck in talking.  It seems to happen when doing multiple transfers / conferences. The transfer is from the Finesse de...

Hello Bro,                Here in the call center of my company the CCX System version: 11.0.1.11001-43, and Cisco CUCM System version: 11.0.1.22900-14 Agents and supervisor Operating system is windows 8.1 and internet browsers user e...

Hello. Please help me with configuration SIP GW for Outbound Progressive. When i import Contacts sip gw call to phone, after i answer few seconds silens then disconnect. Agent go to reserved, but agent's phone not call. I use sip gw with sip trunk to...

Hi all, I want to make UCCX Script for my job. I already create the script using IF so that after the play prompt user can choose between direct call to extension number or Press 0, but it's doesn't working right now, can all of you help me? Thank ...

I am working on UCCE version 10.5 script  requirement where any customer selects  "customer service" is selected on the phone;the skill group "ABC" should handle the call first. If this skill group is busy, people in "XYZ" skill group should handle t...

Hi All, I'm asking if the UCCX system has a limited Applications for IVR scripts or not ?? Also what about the gateways is it possible to have two SIP lines and using separates applications and IVR Scripts?

Hello all, I'm having an issue where a call center supervisor originally could not silent monitor an agent at all. The first thing I figured out that I thought had resolved the issue was the "span to pc port" option in call manage on the device was...

Hello, I have a CCX Cluster running System version: 10.6.1.11002-15 Over the past several years we have accumulated an ever growing amount of scripts and prompts that are no longer relevant. I would like to pull a report from the UCCX Cluster so that...

we have cisco finesse 10.5 , when supervisor try to change any agent status from ready to not ready or vise versa , he received : cisco finesse supervisor error forced ready failed: invalid state all supervisors are affecting , any idea?  attached e...

Hi folks, Client have raised query for making MANUAL outbound calls from READY STATE. Few group of agents handle Inbound as-well-as outbound. Usually, in finesse architecture agent can only make manual outbound calls from NOT READY state. Can we ach...