Contact Center

Hello, Our customer is looking forward to record calls on agents phone using MediaSense.In normal cases, All calls can be recorded using Recording Profile and BiB set to "on" on IP Phone. However, customer is willing to record only calls that is com...

Hi All, Do anyone has faced a case wherein the wrapup and reason code created in finesse gets disappear. I have faced this issue twice. Can anyone share any detail about this issue. Uccx version is 10.6. Regards, Geeta

Hi there,We have UCCX 7 server and CUCM 7.Problem is that we the agents are not able to login and they are getting maximum license error although not all licenses are used.We get the following errors when trying to login:1. "Maximum number of license...

Hi, I wanted to see from where can I download Cisco CTIOS desktop Tool Kit for version 9.My issue is we have customized CTIOS desktop 7 but my UCCE version is 10.5.2 which is not compatible I know but it works.Some times I get attached issue "Your ...

Hi Everyone, A call redirect to voicemail works perfectely well when the 10 digits trigger is dialed but it does not work when the 1-800-xxx-xxxx is dialed. When the 1-800 number is dialed, the reactive debug shows the call goes to unsuccessful step ...

I want an external app (built in-house, integrated with CCX) to change prompt variable and have it updated on CCX. However, when I update the variable using CCX application API and try to store it, the CCX API saves it as "P[prompt.wav]" instead of p...

Hi folks, I have created CTI Route Point. When calls hits ICM script, goes through Set Variable nodes like Media Servers, locale and library path followed by RunExtScript node. Network VRU script list is configured "PM,AgentTfr,S". Call is NOT movin...

Hi Everyone, I'm working on the UCCX outbound IVR, where the requirement is when the outbound call is connected to the customer the script should play the abc.wave prompts for live person and xyz.wave promt when the call is answered on VM. did any...

Hi all, In a CUCM-UCCX-Cisco QM environment, what is the correct JTAPI user to use in the Telephony Group configuration1. CUCM Telephony Subsystem user (only CTI ports controlled here) OR2. RMCM Subsystem user (phones / EM profiles controlled here) ...

Hi All, Hope you all are doing good............ We have call center environment and I am facing issues with dialer and import file systems. Please provide me all general Dialer,camping and file importer issues and resolutions. Thank you, Arjun Kamb...

Has anyone got a good real life integration tips, docs with regards to using Egain for web chats and Email  Q`ing and Scripts thanks