Contact Center

Dear Experts,We've informed a problem that, while some agents are in the phone call to support their client, another call is interrupted those Agents. And if the agents are not responding, those call those call are showing as abandon which  are hampe...

Call is disconnecting from one agent and goes to the other agent . Call lands on CTIOS agent answer the call and after a couple of seconds of absolute silence the call drops and goes to another agent.

I hope I'm missing something because this seems too easy.  How does the Supervisor see how many calls are waiting in queue in real time using Finesse?  I tried to use the Queue Gadget URL but I'm thinking this is only for UCCE and not UCCX. Thanks,Da...

Hello,Can someone explain to me in UCCX version 8.5 where do I check the time and date my uccx server failover to other uccx server?

I am trying to change the phone for one of my helpdesk reps.  We are switching him from a 7940 to a 7960.  All of the same lines are setup on both phones.  When he attempts to log into the desktop agent (v7) and use the new phone he gets an error sta...

Hi,Can UCCX 10 / CUIC provide historical reports that include email content?Currently I can only see email subject within historical reports, but on supervisor real time you can see email content. Our customer wants to be able to report historically ...

Any ideas on the following occasional errors we get on Cube?1.  SIP-3-INTERNAL: Cannot insert call history entry for callID : 248572232. SIP-3-NOMATCH: Unable to find matching CCB for ccCallID3. VOICE_IEC-3-GW: SIP: Internal Error (1xx wait timeout):...

Where are SLA`s for CSQ calculated? I`ve inherited  a  script where there is an initial agent count equal to zero "agentsLoggedIn =" followed by a prompt before it is offered to the actual CSQ " Select Resource" - With regards SLA`s , is the SLA only...

Experts,I 'm unable to find any document from Cisco for changing the hostname of a UCCX 8.5.1 server. Please provide me any link that you may have.Note: We are not running VMWare.Thanks,Ashraf

Hi, I am working in UCCX 9.0,trying to upload new script developed thorugh UCCX script editor ,whenever I click upload script through "script management" tab,giving error as "remote UCCX node is not reachable,it is not recommended to create,modify or...

Dear experts,Is there any way to filter the captioned report by CSQ. As I remember the previous version can filter by CSQ but now it seems only have agent for fitler.Thanks & regards,Ben

Hi there,One of my customer wants to get AQM and WFM. They have 75 premium agents with HA and the valid UCSS/ESW. I know QM includes QM base ad QM recording server, i'm just wonderring the dedicated QM recording server is mandatory or optional, or is...

Hi ,We have UCCE Hosted infra call center Version 9. i am struggling Beep tone delay issue when agent getting a customer call in CTI platform , Calls stetting configured in auto answered mode. when Call initiate  Beep tone heard  20 sec delay but cal...