Contact Center

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

in Latest Version of UCCE Cisco has removed Process window from Task bar. Instead of that we have option to use web based Diagnostic Framework Portico. but its does not seems accurate as Earlier it was ( its takes time to open , web dependency etc ) ...

I was going through "Detail Call CSQ Agent Report"  in the Historical reporting and found that some numbers in the Originator DN (Calling Number) column are displaying as +1anonymous or some random number of 4 digits or 7 digits. I need help to under...

Hi Guys,         Can someone tell me why the attached script is not working. The generated prompt is supposed to say your estimatedwait time is X minutes. where x = the amount of time the caller is supposed to be waiting in the queue prior to being a...

Does anyone have experience working with NextCall, TrustID or PinDrop? Our LOB (line of Business) is asking for a solution to implement a fraud detection system that can detect fake ANI's or Robo Calls. The 3 vendors mentioned above are what came ou...

Hello guys , My client is having a UCCX 9.x environment . A single user is facing an issue on his CAD . After answering the call and user hungs up CAD goes to the Not Ready State . I checked Resource Setting in uccx and found that the user is set to...

Hi folks, Am using CUIC v11. Am new to this. Am trying to populate Value list and Collection list in CUIC. Both of them are EMPTY. regards, Ritesh Desai.

I have an agent at our network call center that states her Finesse status was not matching her activity.  For example, it showed talking when she was idle and it showed ready when she was actually not ready (the supervisor checked her status).  I’ve ...