I am trying to offer the caller the option to dial the agent's extension and have the call sent directly to the agent. I want the call the go thru if the agent is logged in, but not ready. Using "Agent to Agent", I got it to fail out if the agent i...
I place a caller into a CSQ. If no agents are logged into that CSQ or nobody is in ready state then I escalate that call and add it to a second queue with different agents. If the same thing happens there then another escalation takes place and the...
I am using UCCE version 8.5 and programming with Internet Script Editor. I would like to know which options callers are selecting in my script. I know how to do this by monitoring the script. I would like to have it captured in a report so that I do ...
Hi,We have encountered a problem where the calls are transfered to the que during a non busniness hours. I have pulled the script and looked around and did not find anything wrong with business hours. Not sure if the agents are logged in either state...
We have WebEx version 2.0.1.507.B-AE. Our system settings allow any meeting participant to be presenter by pressing the Make Me the Presenter button.Without changing the overall system settings, is it possible for a host to disallow participants fro...
Hello Guys,Environment: CUCM 9.1.2, UCCX9.0.1 Currently we have Extension mobility setup on CUCM, Agents have a UDP profile with two numbers(the second configured to IPCC)I just want to cross check whether is this possible in CUCM---UCCX usually agen...
Hi,We are configuring an IVR campaigns but when contact does not answer the call and we go to CCDR Report it has Call result 1 Customer answers and is connected to an agent and Call Status 3 Closed. Record is closed. Do you know what could it be? Th...
Hi Team,We are using UCCE and at a site there are two lines on the phone.First one is agent line and second one is personal line.When agent is making outgoing call form personal line is there a way to make the agent status "not ready" automatically? ...
HI,We have a UCCX server release 7.0(1)_Build168 and we did some tests with the agent desktop. We got sometimes (not all the time) this message "Resource's Device is Off" when agent tried to change his state to becomes in ready mode. His phone was ...
Hello,I am about to perform a UCCX upgrade from 8.5 to 10.5. Will I need to have my users uninstall the old CAD version and reinstall the new version? Or will CAD auto-update to the new version? I know that during past upgrades, auto-update worked...
