Contact Center

On the Agent Outbound CCDR Report there are 18 Call Results.There are a few that the system can not detect:5—Customer does not want to be called again. 6—Call connected, but wrong number. 7—Call connected, but reached the wrong person. 8—Customer req...

Hello Experts!                Can i configure users level priveleges  in play an serach area . Means i have multiple department how can i restricts  users to seeonly there recordings ?Please help me ..KV      

I have recently moved to a new company and am in the habit of telling users they MUST open CAD prior to launching CSD.They do not require that here and I am wondering if that is a necessity or not.  Can CSD be launched on it's own and run all service...

Are there any documentation available on how to do rebuild or disaster recovery on the AW/HDS server on the B side?  We are running ICM version 8.0 on Windows 2003 Enterprise Server.  The server will not boot (in any mode) after applying Windows secu...

Hello, I'm finishing up a migration of a UCCX 7 to UCCX 10.5, this involves changing clients from agent desktop towards Cisco Finesse. I saw that there is an option called " Consult ", i imagine this being that the contact center agent can consult a ...

Is there any way so that we can take backup of Script & promts ussed in uccx we are having some 80-90 promts which is very difficult to take backup of individual same is for script 

Hello all, We have a need to populate ICM's RouterCallKey & RouterCallKeyDay in CallVariable5 for all calls. I was wondering if there is a way to have it auto populated for all calls without having to touch every single ICM script and insert a SET no...

TAPS out of the box does not allow configuring a phone with an E164 DN. Our system uses full E164 DNs to provide an worldwide, enterprise dial plan. I modified the TAPS script that runs on UCCX and now one can press * 1 614 424 9999 on the phone and ...

When we generate the Abandon Historical calls report on UCCX  Maximum numbers of Inbound calls shows in Abandon calls report Calls time is 00:60 & Talk Time is 00:00 we configured calls queue time is 00:45 but calls not hit on the Agent Desk.  

Dear All,I'm upgrading my UCCX form version 9.0.2.10000-71 to the version 10.6.1. But I can't find any compatible cop file for the installation.Any advise?  Thanks in advanceBahlul

Hi...I have probelm when I use a redirect step in UCCX script. When the call is directed to the destination the calling party will not hear ringback tone (dead air) till the destination pick up the phone. This happens only if the call is received fro...

My supervisors cannot see any of their agents in the mobile skill manager (see atached screendump). I have checked the setup and it is OK. The supervisor can see and manage the agents in the Finesse clientIt was working in UCCX ver 10Is this a known ...