Contact Center

Anyone created a custom CCX report to provide agent level details around preview campaigns? I've not looked at the documentation yet, but hoping someone has done this before and can confirm if it's possible. I am looking to create a report that has a...

Can we do these requirements below on UCCX: - If the incoming call to the UCCX is not answered, is there any option that automatically makes the UCCX make an outbound call to this number? - let's consider this call center for car service, and the cli...

I am trying to retrieve Cisco ID in this format NodeId-SessionId-SequenceId from UCCX script but while retrieving the contact session I am receiving this value 001-0x12a05f25f, which seems to be hex, after converting it to long it translated to 50000...

I have script when call end by finesse it forward to postcall survey script as in URL: Configure Post Call Treatment on Cisco Unified Contact Center Express (UCCX) 11.0(1) or Later - Cisco, and when check "Call Custom Variables Report" in CUIC I can ...

Hi, we use a custom file in /opt/cisco/uccx/document/System that we can read and write from an uccx application with System.getProperty("uccx.customer.dir"). We use the in UCCX Editor the Document steps "Create FIle Document" to get a document variab...

Hi, We have a requirement that customer data should be visible to agent before dialing (as in preview mode) but the call should be be first answered by IVR then transfer to Same agent upon customer's confirmation (Press *). Is there any way we can ac...

Hi folks,We have a PCCE v12.6(1), 12,000 seats.when I click on "Agent Explorer" in Configuration Manager tool, an error message appears "The peripheral data required for the proper operation of this explorer is not present in the system or not access...

Our supervisors and administrators are encountering the following error when making any changes to current agents or trying to create new ones... Error occurredThe Router is not available. Try again later or contact your system administrator.This beg...

Hello Cisco Community, In our environment, we are running UCCX 11.5, and we've recently outsourced routine administration tasks to a vendor. This vendor has a team of engineers, and we want to provide individual logins to each engineer for better acc...

This situation drives me absolutely nuts. Got a call from a customer.  Their UCCX server was throwing an error when the script tried to transfer to voicemail.  I cracked open the script, and saw the call redirect.  Debugged it, and sure enough, it wa...