Contact Center

Hi, We have a call flow like Ingress GW -> CVP(standalone)->Ingress GW->Agent Desktop(Not Cisco) We would like to transfer a header filed value from REFER Header (from CVP) into the INVITE header (To Agent Desktop) We use VVB not a VXML gateway. The ...

Hi I have a requirement to build a custom report called agent event detail report where I am seeing multiple entries for same agent state. For example if agent stays in not ready for more than 2 hours, I am getting 4 records in my report (one record...

We changed virtual machines and updated the OS to Windows 10. Everything is working great except some reps cannot tag their calls (wrap up reason). Call variable layout, wrap up codes, etc are all correct and working as some of the ones we changed ha...

Is there a listing of error messages somewhere and what they mean? Cisco TAC apparently does not support custom reports. I am able to run the SQL manually. I get this error when running the report and also when I try to export. From SQL, I am abl...

Hi all, We have an UCCE 11 with CVP deployment using Nuance as ASR/TTS. We have a testing purposes script that is able to "read" TTS without problems (for example with M microapp, providing inline_tts var). The problem is that if ASR is enabled in ...

We are showing events within events.  EX.  Break 12 - 12:45 and the next line will say, Break 12:05 - 12:15.  So, there are timeframes within a timeframe for the same Agent State/Category. They don't seem to just be at the intervals but, they are at ...

I've read elsewhere that the order parameters are listed on an application page is based on the order in which the variable is made a parameter.  Does anyone know if this is true?  It would go a long way towards making applications a bit more neat, p...

HII get this error very randomly on CAD with one agent ."your agent state has been set to not ready by the pim because some calls were routed to you and haven't been received.Please ask your administrator for help."no issue with agent desk settings,d...

Hi there, People call the main number and and a script will run and welcomes them. If the caller dial extension 8480 he/she will be forwarded to an extension with forward all calls to voicemail. The problem is the system won't accept simultaneous cal...