Contact Center

Resolved! Agent Greeting / Agent Recording error

Agent greeting enabledDailNumber created for CM routing client as PlayAgentGreeting, RecordAgentGreetingCallTypes created as sameScript mapped. it is failed at Ext VRU Script node in RecordGreeting script. Not sure about any other configuration is re...

Gateway HTTP client cache issue

HiI have a Gateway 2921 with IOS 15.3(3)M2.Our problem is that when we have to update the audio in http client cache with this command audio-prompt load http://10.1.2.2:7000/CVP/CC/Crisis.wav it does not work and the gateway never updates the cache a...

Recordings are not getting Purged in MediaSense

Dear All,I hope you all are in good health, the call records are not getting purged we have set the purging state at 2 days, the Cisco MediaSense Media Service was restarted. Grateful to have a guidance in this regard, if there are anyother settings ...

Resolved! Wrap up Report and SQL

Hello, I am trying to build a report to ' determine the volume of calls with a specific call type that have a specific wrap up code associated with it' using IBM Cognos. However I couldn't able to find SQL query in CUIC and schema document. Can any ...

Agent Reserverd caller hears Dead air after CUCM upgraded to 10.5.2.11005-1

After a recent upgrade on my SME head end cluster from CUCM 9.1.2.11900-12 to 10.5.2.11005-1 I have been having an issue with my call center agents on a leaf cluster running 7.1.5.35900-7 (Cluster 1). This is both enterprise and express agents. Th...

Upgrade UCCX 9.x STD to Enhance License

I have UCCX 9.x server installed with Standard license. I need to upgrade license to Enhanced. I have question regarding can I upgrade license on existing server or need to rebuild new server with Enhanced license type.I have found SKU L-CCX-90-UPG-L...

CCMAXL Exception

Hi All, I am getting an error when configure UCCX 8.5.1 in my cluster" Cisco Unified CM Authentication Failed because of CCMAXL Exception. Please check the logs for details." Please help me to solve this issue. Thanks,Robin Joseph

Call dequeued in ICM

Hi all, I'm trying to find out what scenarios where the system will increment the RouterCallsDequeueda) moving out from 1 queue to another queue?b) moving out from 1 queue and back to the same queue?c) others? Currently I'm seeing quite a lot of Rout...

Resolved! Uccx 10.5 can i modify Queue Statistics for Agents???

Hi, I have UCCX 10.5 but the queue statistics for Agents phones are updated every 10 seconds, I need to reduce every 5 seconds, any ideas??? Thanks!

Supervisor Login in Finesse fails

I have one supervisor that is able to log into the Finesse desktop.All other get the error "The device associated with that extension or dial number is invalid."I have (or at least i think i have) checked all relevant settings - stare and compare wit...

Resolved! ICM 8.5 upgrade

hi all i am upgrading my UCCE 8.0.1 to UCCE 8.5(1) in lab but while running the upgrade patch i am getting weird error which Abort the installation."A product exceuteable file is currently running. Make sure all product tools are stopped before runni...

Resolved! UCCX Script Commands - Random Music for Hold

I am trying to create a queue loop where the hold music changes each time through. I've attached a snippet of the script I have now (which is supposed to be random) and it only plays 2 of the songs and sometimes the same one back-to-back.I prefer it ...

Call Control Group number of active CTI ports

HiDoes someone knows how to get the number of active CTI ports in a call control group from the scripting?. In other words, if UCCX exposes the number of active CTI ports on any call Control group to the script (java, http, etc)ThanksAlex

Need UCCX image [ UCCX system version 10.0.1.11001-37 ]

Dears ! Anybody can help me to download below media . we need it urgently...!! UCCX system version 10.0.1.11001-37 Regards;KV

Resolved! IPCC Express 4.0

How can I define and use a "global" variable in IPCCX? I want to be able to modify a variable that can then be used from other scripts.Thanks,Glenn

Contact Center

Forum Posts

Resolved! Agent Greeting / Agent Recording error

Gateway HTTP client cache issue

Recordings are not getting Purged in MediaSense

Resolved! Wrap up Report and SQL

Agent Reserverd caller hears Dead air after CUCM upgraded to 10.5.2.11005-1

Upgrade UCCX 9.x STD to Enhance License

CCMAXL Exception

Call dequeued in ICM

Resolved! Uccx 10.5 can i modify Queue Statistics for Agents???

Supervisor Login in Finesse fails

Resolved! ICM 8.5 upgrade

Resolved! UCCX Script Commands - Random Music for Hold

Call Control Group number of active CTI ports

Need UCCX image [ UCCX system version 10.0.1.11001-37 ]

Resolved! IPCC Express 4.0

Congratulations to the Event Top Contributors Class of 2024!

Cisco + Splunk: It's a new day for your data.

A new chapter of the Spotlight Award begins!

Join us in Celebrating the New Year and the Nov.-Jan. Winners!

Announcing Resources That Guide You to Success

Webex CC message: maximum invite failed exceeded invite

UCCX Scripting - Ignoring certain keys in Menu Step

How to Identify New vs. Existing Email Thread in eAgentOfferContact?

UCCX 12.5 - Update Call Variables on Call Ending Event

UCCX Status Out of Compliance state because of insufficient licenses

Percentage based routing in webex contact center

Flow Courtesy Call Back Retry

ECE 12.6 - Call Variables

UCCX call step redirect with a short beep tone

"No devices found" for New Finesse Users