Contact Center

Just seems like an easy modification and a huge timesaver.

Hi, id like to know if it's possible in Agent Desktop (v. 10.6.1.2011) to call to an alternative phone from a customer in outbound preview dialer. F.I. i got a customer contact with 2 or 3 phones loaded in a campaign. This contact is presented to age...

Customer is trying to implement Click to chat feature with UCCX 10.5 and Social Miner 10.5; I have few questions to implement the solution 1. How to implement Time of Day/Day of Week and Holiday routing for UCCX web chat? As I understand, Web chat d...

I'm currently trying to simplify an emergency evac script. At the moment it's not triggering the change to the emergency prompts when activated. Scenerio: Call Center ADial : 2777 (2777_trigger.aef)Prompt Voice – please enter your pinPin - 12345The "...

Hi,   I would like to ask about the latest uccx capability.   Is it possible to make a web service request like SOAP or WSDL from uccx ivr application?   I need to make a request and parse the respone.   For example, I need to query the bank balance...

I am attempting to follow the instructions for creating a web triggered application. After creating and uploading the welcome.html file, I am not able to open that file from any web browser. I always get a 404 error. The url I am using is http://172....

We are in process of upgrading client PCCE from 9.0 to 11.5. As per docs it looks like its three step upgrade 1. upgrade 9.0 to 10.0 2. upgrade 10.0 to 11.0 3. upgrade 11.0 to 11.5 I just noticed in one of the cisco live docs that PCCE upgrade from ...

Hi,  Current System: PCCE Version 10(Data and Call Server)                             CUCM Version 10                             Finesse Version 10 We have this one issue, wherein only one agent was affected. All of the Agent uses IE 9 as their ma...

Hi, Good Day! I've added a step to the script "Test_Contact_Centre.aef" which sets a variable Customer_Phone_Number to the Calling Number. I'd like to modify the script so that it removes the leading 0 and adds spaces to this Customer_Phone_Number....

Hi Guys, I am new to Outbound dialer and have a query. It is a SIP Dialer. Scenario is: Agent A is reserved by the dialer and agent B gets an incoming call and Agent B transfers the call to Agent A. The call is getting transferred and Agent A is on c...

in IVR Script attached, we need to dial the number at the welcome prompt, please let me the steps that we need to included. In non-office hours [ from 4 PM to 7.59 M ], we need to play closed prompt. I am not good in script, could please some one c...

experts, After done with ICMDBA for Router and Logger DB, when add Logger in Web Setup Tool: I got following error, what is the cause and fix? An unexpected error has occurred. The component(s) may or may not have been saved properly. Check the log...

Hi,   I wanted to know what exact steps I should take if Private network is changed between PG's.We are planning to add dedicated link between 2 PG pairs.   Also what will be the testing steps after changes   Please let me know   Regards, DJ

Hello, Agent complains that sometimes after outbound call the Finesse change status from Not Ready to Ready. The issue happens only one or two times a day. Most of the time works fine. UCCX rls 11.0 Any idea what can be the reason? Thank you