Contact Center

Hello All,My question is, can we start more than 1 Silent monitoring session on same call?Right now I am able to start monitoring by one supervisor and when i tried to start with second one a call is initiated but not connected.Can you tell me if it'...

In CUCM, I have my extension configured to forward calls to my mobile. When this occurs, it uses the "External Phone Number Mask" programmed into my extension as the CLID when sending the call to my mobile. But when I use the "Call Redirect" feature ...

Good Afternoon All, I am new to UCCX and am having difficulty determining on which reports hold time is included in talk time and which it is not.  For example hold appears to be included when running the Agent All Fields Report in the talking time ...

Hi all,In attempting to build a third party gadget for Cisco Finesse, I have successfully written the XML specification for the gadget and embedded it through the 3rdpartygadget account as specified in the Finesse Web Developer Guide. This gadget nee...

While monitoring Team Performance, the supervisor agent is showing as part of that team.  Is it possible to remove the supervisor from the team and still monitor it?  I don't want the supervisor (login status) to skew the call statistics of the team ...

How do I reset a voice mail box?

Hello all, I'm looking for some assistance with this matter, we have several supervisor users set up in UCCE, however not all are aware they have the ability to change an agents attributes.  With these changes, we leave that primarily to our Workforc...

Has anyone found a way to affect multiple user variables using one set variable node?  See attached screen shot of what I tried that did not work. Versus using a set variable node for each user variable I would like to use a single set variable node ...

Hi, We are integrating recording for our Contact center. Based on this diagram and documentation, I can see the phones can use SCCP while the integration with recording Server to CUCM is on SIP. Is that going to work? SCCP phones while recording Ser...

Hi CCX Gurus! Hope you guys can assist!! Problem: We are running UCCX HA cluster and have recently upgraded to 11.5 from 10.5 So now, When I attempt to open my script that uses Java class using the Unified CCX Editor, I am receiving the following err...

Hey hi Folks, Using PCCE 11.0 CUIC Premium edition. Problem: Unable to view "Collections" under user 'xyz' whereas am able to view using cuic admin user 'cuicuser' for custom report. I have created a customized report. I have assigned Roles & Permi...

Hi everybody,I'm trying to do an audit of the existing UCCE system.Can someone please tell me how to get the BHCA and Average Call Handle time for agent?I did a SQL query against the CallTypeHalfHour table for all the entering Call Type but I'm not s...

Hello, dear Support Community. I have faced a problem with UCCX cluster. This is UCCX 9.0.2 with HA. I hit the the bug CSCun54915 on UCCX_Pub and I had to restore it using DRS  Admin Guide - Restore publisher node in HA setup (with rebuild) - After t...