Contact Center

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...

Hi,We're on UCCX 9.0(2) SU1 and have had on occasional RTMT alert about backup failure, but when we log in to the DRF web pages the history and current status all report SUCCESSFUL.  Yet there is a RTMT and SYSLOG alert about a DRF failure. Has anyon...

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 ...

Hi experts, I am facing an issue regarding the outgoing fax. Detail is as under.- Extension to extension and Fax from the PSTN works fine.- We are using analog FXO lines as PSTN- For outgoing FAX doesn't connect. Using analog phone most of the times ...

I thought I understood this correctly but in a live environment I am not seeing it work as expected so I am asking for some help.  Say I have 2 CSQs, CSQ_A and CSQ_B both with corresponding skills Skill_A and Skill_B.  Agents 1-5 are skilled with Ski...

Hi All, Is there a list of CUIC SNMP trap notifications which can be sent to SNM server? Something the same as "Serviceability Best Practices Guide for Cisco ICM/Unified Contact Center Enterprise" document for UCCE components. I am not going to use ...

We recently upgraded from UCCE 7.5 using IPIVR to 10.5.1 using CVP.  Since then, when calls go to our corporate number they no longer send over the caller ID name when transferred to a corporate employee's extension.  The corporate calls go to an aut...

I am unable to find cisco finesse 10.6 release notes: http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-release-notes-list.htmlThis document doesn't mention explicitly if UCCX 10.6 supports IE9 or not. Kindly confirm if Cis...

Hi experts, Just wondering what your suggestions would be for wireless/bluetooth headsets in a CCX environment. Some things we are keeping in mind: -We don't have assigned seating, so the agent may change workstations after a break - potential for pa...

HelloTroubleshooting some Partial service issue: I cannot find any information on Cisco site that will tell me what the S means on the Control Center - Network Services page for CCX serviceability. Could anyone please provide the documentation that e...