Contact Center

Hi all, Does anybody know how CCB works with the Reconnect Time parameter of Cisco Call Studio's Callback_Set_Queue_Defaults element? Is there any relation between that parameter and EWT? Please explain using an example of call flow. Our environment:...

I have 3 queues, Critical, General, and City.  I can through CUIC see how many calls were handled by Critical and General, however all the City calls are dequeued right after they are set because these calls are transferred out.  I have run multiple ...

Hi all, i have a fresh installed UCCX 11.0.1.11001-43 (11.0SU1). If i want to configure a call control group (in this case the first one) i navigate to Subsystems => Cisco Unified CM Telephony => Call Control Group. This screen looks good. No CCG is...

Dear All,   We are running on UCCE 10.5.x with Duplex setup .  last we had major outage  due to Wan link failure  on SIDE–B Data center  is not accessible .   During the time Majority of the PG’s are active in B side . During this time IVR is played ...

Hello! Is there ability to record calls on alalog phones connected to CUCM via VG224?

Hi , We had Uccx 10.5 in the lab, and have upgraded to Uccx10.6(1) SU2, post upgrade Have installed Cisco Unified CCX Client Configuration tool Have installed Cisco Agent Desktop and agent login working fineI see below error  while installing Cisco S...

I have new call center group that started using UCCX and Finesse today.  They have been up and taking calls for a little more than 5 hrs with for the most part no issues.  There are several agents that have been sitting in a ready state, their phone ...

Hi, all, I have installed UCCE 11.5 and CUIC 11.5 with Live Data and IdS. Connection to AW is OK, also I add this server to Inventory ucce11-cuic.it.lab - CUIC-LD-IdS Publisher - No Alerts admin:show live-data aw-accessPrimary AW access information: ...

Hi All, looking for help on urgent basis.. i am new in call studio application. can any one help me to create a call studio script there would be a menu, we need to collect digit from customer and play it  back. pass the variable to icm. please help...

Hi guys, In PCCE we have a "trace collection" option under the CCE Admin portal for collecting traces from all components. Is there anything similar for the full UCCE solution?

Two of the scripts in question are as follows: Script A: Main IVR script, provides routing to different queues.  Accessible from the outside. Script B: Scheduling script.  Used to check for holidays, hours of operation, and meeting closures. Script A...

Hello All,We have a doubt, currently we using the Live Data Agent Agent Report "Agent Statistics Report" for check in real time the statistics of the agents, but the customer need a new column in the report with the "Agent Name" of the Agents, not on...

In ICM scripting I often see LAA Nodes leading to SG nodes.  If LAA fails the call goes to a Queue To Skillgroup Node.   Why not just go directly to the Queue To Skillgroup Node and leave out the LAA Node and SG Node?  The Queue to SG Node defaults t...