Contact Center

Hi  I am having trouble installing cisco web interaction manager.Its part of a lab setup to learn ucce. TheDownloads on cisco looks like an update software. Where can I get the software for fresh install. Thanks Himanshu

Hi All,  Good Day. I had a discussion with one of our customer regarding CUIC for UCCX. Appreciate if you can help us on their inquiries. Kindly see the list of their inquiries below. - Is it possible to determine if the agent or user of Cisco IP P...

I'm getting callers saying they hear older tracks from the music on hold. I have deleted everything file that was showing in File Management and Audio Source. Callers still here it while waiting in a Queue - but it seems like it happens randomly, not...

Hi All, I am trying to troubleshoot an issue where the customer says call doesnt land at the agent through my script. But, I do not see any issue with the ICM script and call routing looks good when I monitor the script. The issue am observing here,...

Here in one customer site (UCCE Environment) they need agents only to run and view specific reports and they don't need to see other reports which belong to other teams. Please advice if there is a possibility to do this in CUIC.

I am wondering if UCCX v11.0 or 11.5 have a voice analytics component in the Workforce management portion?   I understand it is at least somewhat based off of Calabrio's CalabrioOne product, and I know that their product does have voice and text anal...

Looking for confirmation that CAD (any version) is not compatible with Windows 8.  Thanks!

Thanks in advance for reviewing my concern.Simply stated, I have an agent who does not appear on the call center wallboard.  The agent's profile mimics other agents who are already on the wallboard.I am currently investigating the operating to add th...

Experts, We have CUCM V11. The call flow is simple one. Calls from customer to SIP VG then to CUCM extensions. We noticed that when a customer calls the DID, the caller hears the ringtone and when that user transfers the call to another extension the...

Hi All, Good Day. I would like to ask on how to give permission on the users so that they can also edit a report on the CUIC? We would like to give this kind of permission or role to the supervisors. If we give them this kind of permission, do they ...

Hi All,       I have installed and configured Remote Silent Monitoring .  I am able to authenticate and login  with supervisor credentials from the PSTN . But unable to  monitor Agent when i press 1 and enter the AGENT ID (ERROR "Proper authenticatio...

I want to capture Users Speech i.e. I need to pragmatically capture TCP stream of user speech in IVR (may it be in Java or Java Script etc.) Any thought how can I do that ? In which component in Cisco's IVR architecture ?

For CallType based report. Is it possible to find the number of normal calls queued and the number of courtesy callback calls queued for a single CallType?