Contact Center

I was wondering if someone would please tell me how to set call priority based on the number or trigger called?  I am new to this and my company now would like if users call in on a certain number(VIP), they would get moved to the front of the queue ...

Hello, Is there a reason why i can't seem to find the actual TalkInTime Field in any of the agent historical and skill group historical report. I see below computation for %Active. While I can find the talkother, talkout, talkautoout etc.. but no tra...

Hi Experts, We have UCCE 8.5 Version I have a doubt regarding the Skill Group usage. Can anyone explain me the following things. I read the docs but not clear. 1. Difference between Skill group and Queue to Skill group 2. Can we assign priority to th...

Hi All, For a long time I have been trying to chase this issue down, with out much luck.  My current uccx script works fine except it is lacking couple of items. A caller calls into the contact center, is presented with English and Spanish options an...

Hey all,We have a UCCX cluster running version 9.0.2.11001-24. We are also running Cisco Supervisor Desktop 9.0(2) (Premium Version) build number 9.0.2.1064. It appears for only one of our queues, it's reporting in the "Current Oldest" column that th...

Is UCCX 9.0 agent email compatible with Office 365?

Hi,   Can anyone please provide me detail that how to restrict any user to view folders and run the other report in CUIC?   Thanks in Advance!!   Regards Anuj Kumar

I am facing problem in using oracle functions in the DBread step. I have to use the encryption function of the oracle DB to encrypt the PIN for IVR system for HR information. The employee enters the PIN and this has to be compared to the encrypted PI...

Im having a major issue with a callback script.  When the main script terminates a call and then initiates a secondary place call (Place Call Step) to a call back trigger, I am getting the busy branch (through debug).  Has anyone seen this?  We are n...

Running UCCX 10.6.  We are experiencing a VERY large number in the dequeueing statistic on our call centre.  I cannot seem to monitor, or justify in any way the large number of dequeued calls.  This script does have a call back script where i dequeue...