Contact Center

Showing results for 
Search instead for 
Did you mean: 

Forum Posts

AMA Forum- Design, Deployment & Troubleshooting on CCE CUIC & LiveData

Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...

Ritesh_photo.jpg mefranci.jpg

Converting wav file for IVR prompt

Pls can someone suggest a software I can use in converting my recorded prompt to the standard IVR 8khz, 8k bit rate mono wav file. The best I could do was 64kbps bit rate instead of 8kbps required by IP IVR.Your responses will be well appreciated.Tha...

olakayode by Beginner
  • 19 replies
  • 0 Helpful votes

Cisco CAD Freezes

Hi Experts, I have an issue with CAD. When ever the agent or customer hungs the call the Cisco dekstop agent tool get freeze and when we click on the CAD it says Not responding. Its happenning to around 200 agents. When the call disconnected by the ...

S N by Beginner
  • 1 replies
  • 0 Helpful votes

Resolved! Competence Level Not updating 10.6

Hello Supporters, I am running into an issue on uccx 10.6 similar to the reference below when I click to update the competence level for a agent resource to 10 instead of 5 although it shows updated when I go back it still shows 5. From looking at th...

Resolved! ANI Lookup in CCX

Hello all, I'm looking to write a CCX script that can route calls based on the calling number. E.g. If Calling number 3034117911 call to the CCX trigger the script check the Calling number and route that call to a certain Resource Group or Agent ever...

Complexity of Screen Pops?

How complex is it to set up the screen pop feature in CCX/Finesse? We simply want our agents to receive some information about the caller when they recieve an incoming call. Additionally, our agents must login using their phones with a tgn keypad pe...

art.lacie by Beginner
  • 3 replies
  • 0 Helpful votes

Cisco NTP issue

Team, We are facing few issues with NTP sync. We  are getting RTMT alerts form our CUIC and UCCX that NTP is down and the NTP is pointed to CUCM publisher. When I check utils network ping to CUCM PUB it cna able to reach and all is fine but I am not ...

S N by Beginner
  • 3 replies
  • 0 Helpful votes