Contact Center

We just upgraded to 9.0.2 I need to know where the mail files reside in CIM before they are pushed to the agent. we have a Web server, app server and data server,thanks! 

Hello all,We are having an issue with agent  freezes .After a reboot, all is good.my version uccx 9.0.2.11001-24any idea? 

Has anyone seen this before?  Agents has two lines, agent and personal line.   Agent puts themselves in "Not ready" mode.   Agent receives a call on personal line.  Agent line is forced into a ready state, causing an RNA when the queue sends a call.U...

After taking an ACD call on line 1, Agent  placed  himself  into NOT-READY and selected  ACD WORK. While in Not-Ready state, his private line( line 2) rung and he answered it. His ACD line (line 1) went  into READY STATE and started ringing for an in...

Hola Buenos dias;  Alguien me podría indicar como obtener reportes históricos del Contac Center  pero que me a través de una gráfica pueda ver el mayor trafico de llamadas en el dia y si hago click en esa porción de la gráfica me muestres los agentes...

Hi Team, Need some help  for UCCE 7.5Is it possible to have details of all calls  that are answered or not  with in Service Level from  HDS (T_termination_Call_detail or other table).We jhave SL on CallType of 20/80 ..Regards. 

Hi, customer has CC based in the UK and a number of remote sites in different time zones.Scenario: US daylight saving changed.Q: Is there a way to check from within the UCCX script, which runs in the UK, if the US daylight has been changed in order t...

Hi all,I have a customer with a Duplexed UCCE 9 install that is running from two geographically independent Data Centres.  So for example Side A is in DC1 and Side B is in DC2.  Side A is making the final routing decision whilst in normal operation. ...

Hi All,If the MoH is changed in Call Manager do I have to update it in the Call Control Group section in Contact Center Express for outside callers to hear music while waiting in queue? Note: User and Network Hold Audio Source is currently set to non...

We are working on developing an interface to Contact Center Express using the API.  In some of the Agent State and Call Event messages we are seeing CSQID=4294967295.  This doesn't make sense since we don't have a queue with that number.  Can anybody...

In webview logout report... there is a code 20002... Which references a forced logout....    Cisco states that its essentially when another agent tries to log onto the system when an agent with same login is already logged in.     Is this the only sc...