We`re planning to upgrade UCM from 8.6.2 to latest version available (11.5)
We also have UCCX 9.0.2.10000-71. Are they compatible? Only IVR feature of UCCX is used.
I don't want to experiment with our UCCX set up during the day, but at night I'd like to test features without editing the times in the scripts. The calls go to 'closed' treatment though. Is there a way to test daytime call handling after hours?
W...
Hi,
I have a customer with UCCX 10.6(1) who is having an MS-Dynamics CRM system implemented for them by another company.
The currently run CAD but I will soon move them to Finesse and have completed initial testing of Finesse screen-pops based upon c...
Hi all,
We started to use the UCCE 11.5 and we noticed that Cisco changed the mechanism of the supervisor configurations. In annoying way of course :)
In 10.x and 11.0, when you were to configure a new supervisor you can just go to the CCDM or Config...
What are the options to insert a filter to see only the relevant Skill Groups based on Agent Team?
Example We have a multi Team environment:
one Agent Team which should use only the Skills with prefix TEAM1another Agent Team which should use only th...
hi all,
I have to 2 CSQs.
Sales-CSQ and Tech-CSQ
One of the agents from sales needs to be able to take calls for tech too.
However her priority calls is still Sales-CSQ.
Meaning eg, if at the same time both CSQ has incoming calls, priority of Sal...
Hello,
I'm looking for examples or a good starting point on how to draft formulas in the consider field for PQ steps. I don't have access to script editor but I Maintain all of the pq routing logic. We are trying to achieve time of day or metric bas...
Hi all, EIM v9.0.2.4, UCCE v10.5.1I'm having a reoccurring issue where all emails are initially routed to the proper queue but after exactly an hour / 2 hours, they are moved to default exception queue (since there are no available agents). We have s...
Can anyone help me how to build in UCCX an dial by name auto attendant script Basically I know there is a default script in uccx (ivr)
The customer has a main number, they want that clients wants to dial by name.
I didn't come further then this:
F...
Gents,
Just some queries on cvp call server failover scenarios
UCCE:11.0.1CVP 11.5(1) ES=1 Build=349
Test case #1When call is connected to agent, and CVP call server is stopped to simulate CVP call server failure, call survivability kicks in..why? I...
Hi,I would like to know if the states of an agent such as Logged on and Ready can be checked in ICM scripting .We are developing a script which will check the agent state Logged on and then checks the agent state ready , only if these conditions are ...
Hello,
I have a ACD script that route the call to 5 agents and I would like the script to route the call to voicemail if no agent answer the call.
any ideas of how to accomplish this? attached is a screenshot of the script.
Thank in advance!
Hello,
Do any other organizations follow their standard password policy around AD service accounts? Curious to know if other's are following a 60/90 day password change policy that includes service accounts and any implications that have been discove...
