Contact Center

CUIC 9.1.1 - When scheduling reports to be delivered via sftp, the resulting .csv file seems to represent an interval report regardless of the grouping of the selected view. It's almost as if the scheduled sftp reports don't 'process through' the vie...

HelloWe have a deployment of Courtesy Callback over UCCE 10.0 and CVP 10.0 After too much trouble we get a formula for ewt that includes multiple skill groups. So far, tracing the call studio app logs we see that at the end the time calculated by the...

Hi Guys,We have a site where call center is setup using UCCX and agents are using CAD. Now they have network connectivity issue so time to time CAD will logout along with other application such as Microsoft Lync.Is there a way to make the CAD auto lo...

Hi, We have got Cisco UCCX system version 9.2.2.10000-71We have 10 ip phone registered in call manager. We want to setup new helpdesk system from ccx.Once customer calls 1800 it should reach one of the 8 agents using longest idle time.2 supervisors &...

My customer has 2 CCX Premium HA clusters running 9.0.2.10000-71 integrated with the same CCM cluster running 9.1.1.20000-5. I want to upgrade CCM to 10.5.2, but that requires me to upgrade CCX first to 9.0.2.11003-44 and apply a COP file to make it ...

as this first time to work on contact center, what is the function of finesse and how its lic calculated?

Hello,In CUIC I've created manual dashboard, added there Stock-Unified CCX Live Data report, made dashboard anonymous accessible. I can access dashboard, but:1. Reports telling me "Warning [10019] Permission denied - please contact Administrator for ...

How can I get an incoming call from multiple SIP trunks to ring on 40 phones simultaneously?  Is it possible?

Hello, We would like to have some help regarding UCCE reinstatement sku's and the subsequent SWSS activation. Currently, the client has CUCCE 8.x  Since the client does not have UCSS coverage, we have read somewhere that, to activate SWSSs, a license...

I'm trying to install Agent Desktop on my Win7 64 bit.  Research shows 9.x should work.  However, in the downloads section, I can only download 9.03 (which gives me CAD_9.0.1.54_MR3ES0_setup.exe) and when I try to install it, it says "This patch can ...

Hi all,I´m relatively new to UCCX and still doing my very first steps.So I have to modify a script that looks like this. It forwards the incoming call to CUCM Hunt Pilot which is a line group of 3 CUCM extensions.*Start*Accept (--triggering contact--...

Hi All,I have a customer who has a contact Center solutions with UCCX 10.6 and CUCM 10.5. He uses Cisco AQM 10.5 for recording agents communication (Desktop Recording Method). The voice recording works for agents using windows 7 and windows 8.1 64 bi...

Hello AllWishes for the dayCan we have the Agent Whisper functionality with CAD Enterprise Server?When I went through the software requirement document on Agent whisper functionality, i found it is supported on Unified CTIOS Release 8.5(1) or later. ...

Hello,Can you please provide me with the information of the differences in webchat rls 10.5 and 10.6.Carrently I have UCCX 10.5 running Finesse 10.5 and SocialMiner 10.5. Thank you