Contact Center

Hello, I have 3 skill groups I would like to route calls to based on calls in queue.  Credit.General Credit.Specialist Credit.TeamLead I would like all calls to queue for Credit.General by default and only consider the other 2 skill groups if ther...

Hi, We have 60 Agents We had encountered an issue wherein no voice recording was capture from one Agent during 7:45 AM only. In the screenshot provided we can see that the recording has been captured for both screen and voice, but when we playback th...

Hi, I would just like to seek some advise on what to do if this File Manager is found to be in Partial Service. Cisco Unified CCX Cluster View Daemon --> Manager Manager --> File Manager This happen when we restarted the UCCX subscriber to sync with...

Agent gets automatically READY state after apply  NOT READY UCCX 10.6 and Agents using Cisco Finesse ? Is there any solution

Hi, I have some doubt about UCCE fundamentals: 1. What's the purpose of Private and public interfaces. I have came across some forums where the deployment is working without Private interfaces. 2. What is the difference between procmon and opctest c...

CUIC Reporting Tool displays data in the browser.  when I export the report it is empty of all data. Using IE I get an error box when exporting. v 10.5

Hi guys, I am working on creating a process/detailed documentation for a contact center migration project I am working on. I am totally new to UCCE/contact center so I need help :) Does anyone here have a detailed documentation on how they have done ...

Hi Guys, Please help on creating a dbuser which will have only read only access to db_cra tables so we can use that user name to pull report.

Hello,  As a supervisor, I am trying to run the Agent State Log Report on CUIC Live Data. However, I can only see myself on the Log, but not my entire team.  How could i view my entire team for this Agent State Log Report? Additionally, how could i...

I am trying implement Outbound IVR in the following UC environment:CUCM 10.5 with SIP trunks for PSTN, UCCX 10.6. The call is placed from the Contact List, but the script prompts are not played. Config items: CUBE IP - 172.16.254.20, CUCM IP 172.30.4...

Hi, I am facing issue where the 7925G phone used to login to phone service configured on CUCM 9.1 to connect to UCCE PG 9.0 CAD and agents were able to login as agents.However now as we have upgraded to UCCE 11 and CUCM also to 11 I cannot login to ...