Contact Center

Hi Team I was facing this issue in CUIC on the report def i have 20 reports and when most of the reports are working fine out of those 3 reports i was trying to run it and the CUIC is giving the    cuicui.toolbar.errorcode.500.runReport   and i w...

Is it possible to display a color dot to indicate the status of the agents on the Fineness of Agents page (d.w.) where it can be seen in the Summary Report that the status of the agents is presented as "black on white". 

Hi everyone,I am facing a critical issue in our Call Center where IVR DTMF tones are no longer being recognized when customers attempt to select the available options. This functionality was working correctly last week but has suddenly stopped functi...

Hi everyone,I am encountering an issue with the Cisco UCCX Abandoned Call Report. Specifically, some rows in the report display the ANI (originating call number) as "unknown."I would appreciate any insights or recommendations on resolving this issue....

Hi All Whilst not completely new to UCCX script editing I'd have to say I'm a novis. I have inherited a number of scripts that are running on various applications on UCCX. These scripts are managing external customer access to some different telephon...

Hello Team,  I have in my call center cisco ccx 15.I am asking about if my agent state was for example ready, and agent got disconnected from the server network disconnected or firewall blocking..etc".When will ccx detect agent state change and disco...

Hi Team, we are having issue where some agents are facing RONA issue immediately after the call received or after making an outbound call .the disconnection time is in 1 second only .have verified the extension agent using and is same as configured i...

I am working on implementing Courtesy Callback for my organization. The basic configuration was built by someone who is no longer working with us when they were helping on UCCE a contact center upgrade.I have everything working but the callbacks alwa...

We are running UCCX 12.5 and occasionally we get calls that *seem* to be routed to the wrong agent.  Basically, we're looking for a way to figure out why a particular agent was selected.  What was status of other agents?  What script action was invol...

Hi,We have icm 8.0(3) and cad 8.Sometimes, an agent (each time a different one) is logged out suddenly and he get the reason code: 50003Please find attached a logout status report that is showing the agent using extension “7459” has been logged out a...

Hello, Anyone seen issue with Duplex routers and while everything is online and connected. Rttest shows all normal stats except for the PG Last Heard from is not seconds but has a value of 20 min or more. When system is in this state agents are unabl...

Ability to customize ANI for outbound dialing on Agent desktop on Webex Contact Center.  I would like to mask a number that is not part of our range (Toll Free), but is a number that has a call forward set to come direct to one of our queues.  The ag...