Contact Center

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AMA Forum- Design, Deployment & Troubleshooting on CCE CUIC & LiveData

Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...

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UCCX Call Center Agent not on Wallboard

Thanks in advance for reviewing my concern.Simply stated, I have an agent who does not appear on the call center wallboard.  The agent's profile mimics other agents who are already on the wallboard.I am currently investigating the operating to add th...

pettyvl36 by Beginner
  • 2 replies
  • 0 Helpful votes

CUCM - No ringtone when transfer between extensions

Experts, We have CUCM V11. The call flow is simple one. Calls from customer to SIP VG then to CUCM extensions. We noticed that when a customer calls the DID, the caller hears the ringtone and when that user transfers the call to another extension the...

S N by Beginner
  • 2 replies
  • 0 Helpful votes

Remote Silent Monitoring

Hi All,       I have installed and configured Remote Silent Monitoring .  I am able to authenticate and login  with supervisor credentials from the PSTN . But unable to  monitor Agent when i press 1 and enter the AGENT ID (ERROR "Proper authenticatio...

magesh by Beginner
  • 6 replies
  • 0 Helpful votes

Specch capture

I want to capture Users Speech i.e. I need to pragmatically capture TCP stream of user speech in IVR (may it be in Java or Java Script etc.) Any thought how can I do that ? In which component in Cisco's IVR architecture ?

Resolved! Dynamic Label not routing on UCCE/CVP

Good Evening, I am currently working on a CVP/UCCE lab environment and I'm currently experiencing issues trying to get dynamic labels routing to an internal line within my ICM script. I currently have the sprawler setup (ICM/PROGGER) with CVP seper...

chawkins89 by Beginner
  • 8 replies
  • 0 Helpful votes

Cisco UCCX Finesse queue hang

Hi! I have a problem with Cisco UCCX. When operators are talking on the phone with clients, and another 5 clients waiting in queue when operator accept their call.Operator show on desktop status reserved but the next call does not automatically accep...

requirement for different scripts in ICM to access different Tables for a DB look up

I have a requirement for different scripts in ICM to access different Tables for a DB look up - multiple companies, departments using a single UCCE. Each of the companies make use of different DB lookup for routing Ive see the doc

iptuser55 by Frequent Contributor
  • 2 replies
  • 0 Helpful votes

UCCE upgrade- 10.5

Hello, Can we point the PG to a new facility ( no change in instance name).? I need to upgrade UCCE -9 running in MCS to UCCE 10.5 in a UCS - a tech refresh. Customer want to do the upgrade in phases as the UCS servers for PG will reach only after a ...

Resolved! UCCX 8.5 Agent Names

All, is there a way to export to PDF all the agent names?  Additional information like IP address would be great but agent names at a minimum is needed.  Thanks! All replies rated