Contact Center

Hi, our UCCX is currently in PARTIAL SERVICE status due to the VOIP Monitor Subsystem.  I looked online and saw some articles that points to restarting certain services (link), but that did not help my situation. I am currently on version 8.5.1. Any ...

I am new to Cisco and I have to do a warm transfer call. I am reading the some documentation for it. Following are the tasks.  1. Agent would have the ability alternate between the caller and the applicable department when needed.2. Agent would have...

Hi All, Could someone please explain what is the formula to calculate AHT. As per the documents its AHT= Avg Talk Time + Avg. Work Time  However in my reports it seems more like  AHT =Avg Talk Time +Avg Hold time + Avg Work Time. Please find a sn...

Hi,  i have s problem with cuic historical report. Autorefresh time is set to 15 min. Scheduller settings : Occures every 15 min starts from 00:02. Sometimes report has No data from last 15 minutes. Aby ideas what going wrong?

Hai I need recording facility for contact centre express How and where can it be enabled and what licence required. Server requirements for storing ? Kindly help Best regards

I change from the hold time from 60 to 180, count from 15 to 5 refresh the application and doesnt kick in. Did i miss something?

UCCX version 11.5 Hi, I am unable to find any Cisco document stating if Cisco Finesse IPPA and Finesse Desktop can work at the same time or not.Is it Cisco supported or not.Please let me know if you have come across about this document.

Hi, I would just like to check if someone can help me. I have a request that will play a different IVR on a specific time. Example, from M to F 8:00 am to 5:00 pm, the IVR 1 will play then the rest (M to F 5:01 pm to 7:59 am then Sat and Sun 24 hour...

Hi, Not really a technical question, but "ask-smart-services@cisco.com" redirected me here. We have some issues trying to create a Smart Account. When we try from software.cisco.com (and logged in), we get the error message 'Bad Request'. Screenshot...

Gents I have seen a few configuration on vxml gateways that look like this.. My question is why do we need all the additional "paramspace" commands. I have deployed VXML configs in production and lab without any of the additional parameters. I have a...

Hi all, one of our client report a problem with CUIC Reports - exactly this one : Call Type Historical All Fields. Sometimes but probably at whole hours reports do not contains data form last 15 min. Report is refreshing every 15 minutes. SQL query i...

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:...