Contact Center

I am pretty new to the ICM/UCCE setup.  We are under an aggresive timeline and have a requirement to build an ICM lab to provide support for development of a remote agent routing app.  I have a sprawler setup  in simplex model.  All the install docs ...

hi all, I understand that cisco finesse agents by default would logout by itself after inactivity of 30mins? Plz correct me I did a quick test of putting my agent on a "NOT READY" state for almost an hour now, but it is still signed in. Is there an...

I need to enter a wild card dnp in cvp.  I'm sure it is 212> rather the 212* Is a wild card > or * Many thanks 

Hello We are using Finesse CUIC (v 10.6)for reporting on our call centers and I have a question regarding the ability to gather specific data.  Is it possible to identify in Finesse, or on CM, how many calls hit a trigger but do not get handed off to...

Hi, Just want to know since the PCCE(Call and Data Server) and CVP are Windows Based. Is there a way for us to have a backup just like in the Linux Based Appliance of Collaboration such as CUCM,CUC and UCCX. Wherein we can perform the Backup thru th...

includes three inbound call flows with their respective average handle times. Thedeployment includes Cisco Unified Contact Center Enterprise, Cisco Unified Customer VoicePortal, Cisco Unified Communication Manager, and Cisco Unified Border Element. T...

Hello! A while back, our Contact Center Supervisor asked if there was a way to pull reports on how many times a menu option on our IVR is pressed. We found a away using variables listed here:https://supportforums.cisco.com/discussion/11462656/reporti...

Hi All, We have configured outbound in predictive mode, now client has come with requirement where he wants CSQ name should get displayed on agent finesse desktop when agent gets reserved. By default it does not shows CSQ name in finesse agent deskt...

I am wondering , is there any API in CCX through which i can check that either CCX is down or not.Any help is really appreciated . 

I have a new G3 ISR router that is to replace an older router at a site. I cannot run the vxml commands currently running on the older 39k router. Looked into some docs to find that the 4351 routers are not available to run vxml. That leaves me with ...

Would appreciate if someone can share specific sql query syntax for both ICM 8.0(x) and 9.0(x) for below. Thank you in advance, Need query that will provide all agent ID's for agents who have logged into UCCE during the last 90 days.   Would someo...

Hi folks, Am trying focusing to configure CLID based routing for customer. US calls hit India and route back to Malaysia. In PCCE 11.0.2 deployment, how should I configure LABEL and using the Label, I send calls to VG via CVP. Please suggest. reg...

 A few times in our UCCE we have seen the error below for no reason as such or no obvious reason - what does SIP Cause  404 really mean , any pointers 1643616: 10.193.220.201: Jan 03 2017 08:48:54.265 +0000: %CVP_10_5_SIP-3-SIP_CALL_ERROR: CALLGUI...