How can I determine the number of licensed agents I have in my PCCE environment Our PO from CDW shows 200, but we are configured for over 450? Is there one place that definitively shows this number?
How can I determine the number of licensed agents I have in my PCCE environment Our PO from CDW shows 200, but we are configured for over 450? Is there one place that definitively shows this number?
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...
After changing the trigger on our call center queue to one that was deleted and recreated, I am getting an out of sync error on the voice mail profile. Not sure how to correct this. Thank you for any assistance. JackieCisco Unified CM Telephony Data...
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...
I recently had need to change a Team Name during the setup process for a new upcoming CSQ. However, after changing the Team Name, Finesse Administrator and Finesse Desktop do not show the name change. I made sure that I was logged out of both befo...
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 ...
Hello, I am using the call back script from the Cisco repository. The script name is BaseLineAdvQueuing.aef. I am experiencing with the issue when call back script is returning call to the agent and should play the message please enter any key to l...
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