Contact Center

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...

Dear Team, In AQM 10.5 do we have a option to change the retention period for Screen Recordings only? As in WorkFlows section it only states the Field for Recording Retention, so does it mean both Screen and Audio Recordings? For reference please fin...

Hi all, This field doesn't seem to be available from out of the box reports. What would be the proper way to calculate this as we need to determine if the agent answers all their call within five (5) seconds after the call has been offered to the ag...

Hello Team, Unified CM Telephony Trigger: 32991 has been created to dial in the emergency script to change the value. However when ever user try to dial the number its shows busy signal (internal) and if try from the PSTN it shows Line Busy. It works...

Our UCCE environment has two sides, calls can come into either side depending on which cube they hit (round-robin).  I built a VXML app to let staff record weekly menu options for the cafeteria.  Those files are played by an ICM script for callers. I...

I have a customer who is using Salesforce Service Cloud for email and chat.  They have a (non-Cisco) contact center for voice and the two solutions are not integrated; causing issues for agents who are trying to juggle email/chat and voice demands si...

I pulled these logs from the agent desktop. Says that the system disconnected. Sometimes it reconnects sometimes it doesnt. Any ideas where to go from here? Version: 10.6.1.11001-31 2016-02-03T08:53:54.872 -05:00: E80A9E: svr-uccx.pos.local: Feb 03...

Hi everyone, I'm running UCCE 9.01 + Wind2008 R2 + SQL 2008 R2 (Service Pack2). After run CCE Web Administration and has selected the Deployment Type: UCCE450 Agents PROGGER, the following error message appeared:"Cannot connect to the back-end system...

hello cuic folks, Just want to clarify on the current definition/formula in the report and difference for ServiceLevelAband and Abnd calls > 5 secs ( attached is a data extracted from CUIC for reference) From our understanding: ServiceLevelAband = ca...

Dear Experts, I'm trying to develop a basic Call Studio script where I need to test the Audio Element node with a Dynamic Configuration. Attached you can find screenshots of the CVP script plus the Java class code. I'm facing the following error when...

Hi All, I'm trying to figure out how to achieve a requirement where calls made from UCCX or CUCM IP phones display numbers from a pool of random DID. For example the calls will need to show 55554XXX (randomly). This range will be dedicated for the o...