Contact Center

Hello All I want to ask your help in one issue that we are facing with our contac center., where the customer reportes noisy and even dropped calls. I have noticed that this issue only happens when all our  available agents  are busy on call and we ...

Hi, We would like to know if there is a way to increase the duration before the calls are tagged as abandoned when the caller is already redirected from the QUEUE to the assigned agent but the call did not connect since the caller already drop the c...

Today morning connectivity to the CCX server was lost. Was not able to ping the server. also agents were not able to login. Local IT plugged LAN cable out and replug it.  After this server was reachable successfully. Network team is not finding wh...

Dear Experts, Can some one help in how we can enable the customer call evaluation after the call ends so by pressing for example 1 for unsatisfied 2 for satisfied and so on. It will be appreciated if there is script can be shared for the same. Tha...

I apparently several opportunity for loops where a caller and remain on the line indefinitely looping around.  I want to close those loops and force an end to the call so that someone cannot screw around but I want to give callers that make a mistake...

Dear All, We have UCCX 10.6 with Outbound Dialer and are looking a way to retrieve the remaining contacts for a campaign. From the Open Printable reports we can see number of Pending,Retry contacts but cannot find a list of actual Numbers. Is there ...

we have ucce 10.5 , our customer asked us to install other ucce (logger ,router, hds, cvp...etc) , can we install it on the same domain and OU? or its better to make separate OU for each cluster? 

Is there a way to segment users in CUIC so they only see their applications/CSQ's/agents?  I have found ways to create collections to group items, but if I remove the AllUser permissions from the UCCX_ApplicationName for instance and give permissions...

When I export a report to Excel from CUIC, the time and date columns don't transfer the information properly.  In CUIC_1.jpg below you'll see how the date/time shows up in a CUIC report. I assume this is normal. In Excel_1.jpg below you'll see how t...

Dear Sir, I have a question. when we try to make a STD call it takes 6seconds and ISD call it takes 20seconds to connect. we tried to check in vendor mux to test. their STD it takes 5sec and ISD 11seconds. plz advice when the issue lags. we use use ...

I wrote a test script to do the following.  If the caller is in queue, they have the option to press 1 to be sent to voicemail.  Is a dequeue good practice after the redirect?  I'm thinking in terms of call reporting.  Or is it better to use set cont...

I've seen some scripts where D[now] is used to get the current date. Is this considered best practice? I'm wondering if it's better to use java.util.Date() instead, or if there is a better recommendation.