Contact Center

Wrestling with a new deployment of CISCO Workforce (I even struggle with the name).   Simple 10.6 CISCO UCCX and CUCM cluster and a single WFQ server for Compliance Recording only, no fancy features.  I configured CUCM much the way I would configure ...

How to use barge-in with speech in the CVP? Is it possible to use 3rd party ASR instead of Nuance?

Experts, We found few emails are stuck in queue and cold be deleted as those emails were already responded. Do we have any steps to clear those emails from backend. We use UCCX 10.5 Thanks Sathya

Hi Guys, I have a question about Callabrio. it is functioning alright except with some minor issues. What I would like to know if the end user have the extended display (meant dual monitor) it is recording both a displays. I wanted to record only one...

An administrator can log into finesse but the agent fails.  It was working OK but the  agent PG were lost and so rebooted.  We then rebooted,  restated tomcat in both a and b finesse but again the agent fails.  It was OK before the pg rebooted - any...

The agent can  change their OK status but in AW display real time q,  the agent in the skill grp does not change  Is the agent status sent via the PG or to icm? Or is it sent via the app user jtapi user in cucm.  What trave commend,  logs do you ch...

Hello Friends, We have a HA UCCX environ. We had a problem yesterday that the CCX engine service restarted and master/slave changed. We were not notified by this by any alert from RTMT. How would I create an alert for this in RTMT to send one. What...

I have an existing script which  Im trying to understand Ive attached some  files Db Lookup - What does this do - Lookup value 1- Does this tell ICM to use column  1 as the primary key  going forward Set Properties- If the Primary key in table Ser...

I have two Call Control Groups - one for production and the other for test. I have configured a trigger pointing to the latter for testing. One of my test scripts redirects a call using the Call Consult Transfer. I want the transfer to use a channel ...

Hi,is it possible to add custom “Reclassify" parameters for outbound campaigns except predefined ones (Voice, Answering machine, Fax/modem, Invalid number, Busy, Do not call ).UCCX is on version 8.5.Thank you.Tomislav