Contact Center

We are running some cuic reports and the agents are stating that they are internal calls when supposedly they were not. On investigating the cuic reports we are seeing how the calls assigned against the default skill group. On reading docs, I underst...

My client is concerned that we can seemingly only set set Exchange 2013 IMAP4 Logon Method settings to "Basic Authentication (Plain Text)" to get CAD Email to connect. Is there a procedure or setting on UCCX 10.6 which will allow us to change this se...

Hello, When I add Facebook fan page feed to Social miner, it displays: Facebook authorization Failed. Try editing the feed to reauthorize and save. Last successful fetch NEVER. I did that it suggested to do, but I didn't fix my problem. I restart...

what is the license for the Oracle CRM ? for CCX

Hello, Is there outbound call facility in cisco contact center? can anyone help me with proper documentation on cisco outbound call . M using cisco Finesse and softphone .The scenario with mine is that system must automatically collect lists of cont...

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.

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...

IF i add the standard ,Enhanced or Premium license it give me how many IVR ports ?

I can't seem to find any newer documentation on ICM backups. Anyone have anything? Also, if anyone has suggestions they would be greatly appreciated.

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...