Contact Center

PCCE Precision Routing

Hello I need help please! I have PCCE 9 .I am trying to integrate with WFM of Verint Impact 360 but I see that it works with only skillgroup the WFM, Does anyone know if you can do that WFM work with precision routing feature?can anyone help me?Thank...

Running VM UCCX 10.6.1

Hello All,I am running on one VM UCCX 10.6.1 and wanted to know if its possible for me to shutdown server softly via utils command and clone server?Is it supported? Am I going to encounter issues? Thanks,AN>

Resolved! UCCX Call Subflow with set Priority

All, This is my first experience with the call subflow step. I am going to set up a script that is going to be invoked by 2 or 3 other scripts. The subflow script is going to contain a select resource step and that is about it. I need the invoking sc...

CUCM 10.5(2)SU2 and UCCX versions compatibility

HiI don't see CUCM 10.5(2)SU2 on any UCCX compatibility matrix pages.Does someone knows what version(s) of UCCX are compatible with CUCM 10.5(1)SU2? Thanks

UCCX licensing requirment for TAPS

Hi All,I want to use UCCX for TAPS functionality only, what sort of licenses are required if I want to use uccx only for provisioning. Thx

Resolved! ICM Comprehensive Call Flow Customer Opting Agent transfer.

Hi All, Request you to clarify how customer opting agent transfer flow work in Comprehensive Model. Customer >>> VG(Ingress & VXML) >>> with CUSP & w/o CUSP >>> CVP >>> ICM >>> CVP >>> CUSP >>> CUCM >>> Agent. For e.g., Customer pressing 4 fo...

ICM Historical reports problems

Hi,We have implemented an ICM version 7.0 with several Avaya Definity ACDs. The system is up from several years ago but since some weeks ago we are experiencing a problem with historical reports: for a center (a PG) when we get an historical report (...

Cisco Integration Manager chat recording retention settings.

Where are Cisco Integration Manager chat recording retention settings? I would like to find out how long our chats are kept?

UCCE 7.5 upgarde to UCCE 10.0 in UCS server BE7k

Dear Experts; Good Morning.We have one customer with UCCE 7.5 and CVP 8.0 and they are upgrading to UCCE 10.0 and CVP 10.0. We have total below existing servers.CUCMpub, CUCMSUB-1 CUCMSUB-2 Total 3 serversCMPG-1 and CMPG-2 ...

UCCE integration with Verint

Hi,I am looking for integration document of Verint I 360 and UCCE. I know, What need to be configure on Cisco CUCM. But not getting visibility what need to be configure on Verint ? Or How this integration works ? Any call flow diagram ?

SIP REFER with UCCE and CUPS SIP Proxy

I am running UCCE 8.0.1 with CVP and CUPS as the SIP proxy. I am looking to transfer calls to PSTN and release from CVP to free CVP ports. I am using the rfxxxxxxx method in the ICM script, which seems to work fine from CVP. However the SIP proxy ...

Resolved! Upgrading Unified Workforce Optimization Quality Management 10.5(1) from version 9.0.1.5

Hi We are planning to upgrade Workforce Optimization Quality Management from version 9.0.1.5 to 10.5(1),I referred the below guide, http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_10x/insta...

UCCX 10.5.1 call script help needed

I am in need of what I think is a pretty basic script for my UCCX 10.5.1. Simple requirements :Call comes in and caller is prompted to enter Code/AccountDatabase Dip to find the code/account and the corresponding external telephone number that is as...