Hi to everyone, When the call is queued i am checking the calendar and in a case if this is not business hours i use goto step which actually is out of select resource logic BUT if agent becomes avaliable the call is switched to connected step.. I wa...
We are currently looking to upgrade our phones from 7945 to 8841. We have several phones for our Contact Center, and we tested one today and received the error message "Device inaccessible." We are running CUCM 11.5 and UCCX 11.6. The firmware for th...
Context: I'm a data analyst that oversees a Call Center, and I make reports.I would like to establish a pipeline from Cisco UCCX database to Microsoft Fabric's Data Lakehouse.The two reports I would like to pull via SQL or some other means:The Detail...
Hello, I am pretty green in this area, but enjoying the challenge of working in it. My dilemma: We are running UCCX 12.5.1 with a post call survey and certain scripts. Which works great except in the following situation: When the customer chooses ...
Hello Experts,We have normal calls and Emergency calls. An agent answers a normal call and an emergency call arrives. We need to be able to put the normal call on hold and answer the emergency call. I know we can use the priority queue for the emerge...
What are the steps to follow when you want to make an incoming test call using finesse 11.6?
Hi, just wondering if anyone has any first-hand experience of installing Call Studio 12.6.2 on Windows Server as opposed to Windows 10? It isn't officially supported in the compatibility matrix so if we run into issues I know Cisco won't support it, ...
Our company specializes in developing software designed to streamline product testing, ensuring timely releases with the utmost quality. We're eager to delve into potential collaborations within Cisco's engineering teams.Do you have insights on how w...
Hello All,A couple of years back my company decided to move to another Contact Center software. Our UCCX servers were running as VMs in VMware. We recently received a request to be able to get historical data from the UCCX server.The issue is we dele...
Hi all,I've had a looks and don't seem to be able to find any information on an issue that happened yesterday so I'm just posing the question to see if anyone else has ever seen this before. In short. we had complaints of callers being disconnected ...
I know a Resouce can be assigned skills from different Teams - but can that Resource set themselves Ready for one Team while being unavailable for another, using the status Administrative Duties or something similar?
Hey Everyone! I have an issue with a single desk phone which is an 8841 using CM 12.5.1. It is connected with singlewire informacast alerting for emergency services. When the receptionist presses the button on the phone it just indicates "host not fo...
Hello, We are getting the following RTMT alert on our UCCX 12.5 LowSwapPartitionAvailableDiskSpace. All trace configuration is set to default. The only way to fix this issue is to restart the server. We are wondering if this a bug and also the vm ...
Hi to everyone. I have UCCX 12.5 I want to write the callerID to local db using db step. How can i do this? I can't find out how to connect to local UCCX database and then write callerID there. Can anyone help me with this?
Hi guys,I am having a problem with the new report definitions when I import it into CUICEverything was fine when I was importing, I could execute it and was able to run, but afterwards about 5 minutes, I was unable to view filters while executing thi...
