Contact Center

I have a request from my call center to be notified when there is no one logged in to a particular skill for the queueing. I already have the main queueing script checking and sends an email to the Management when no one is logged into a particular ...

I'm using the Cisco MediaSense API to subscribeToEvents.I use this URL: https://10.10.20.64:8440/ora/eventService/event/subscribeToEventsthis content type: application/jsonthis header: JSESSIONID: 23476F529F436D71E667AF97D91B0BFC (I got this from my ...

Interested in Agent Request for UCCE. Can anyone tell me if it is able to leverage customer call back so the call back can be scheduled? Thanks, Paul.

Hello, CUCM/UCCX Version 11.5 I have setup a consult call transfer in CCX to ring a Hunt Group in CUCM.  In doing this the caller id on the phone shows the IVR Port Number.  Is there a way to show the Caller ID info instead of the IVR Port info? T...

Is there a way to query in SQL against the hds to see who turned on/off Courtesy Callback? One of my customers says it gets turned on about once a week and wanted to know why. We have an admin script that overrides ( Global.userCC_XXX=0) it from bein...

Hi, I am deploying a UCCX 11.5 solution and have the following requirement for one of the departments, but I can't see the best way of achieving what I need. They have around 45 different DDI numbers for which they want to be able to individually as...

Hi, Would like to know, how to achieve the below scenario in Cisco environment. 1.We have 3rd party IVR, where it accepts incoming customer calls. 2.The IVR plays some prompts and sets the call details using CRI (Call Route Interface) via GED125 to I...

I've create a new application/script/queue in UCCX.  During testing, I noticed the agent never goes into reserved or talking state - only from ready to not ready.  The live data never shows a call being taken by the agent either. Has anyone encounter...

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...