Contact Center

Hi Support CommunityWe have a UCCX 8.5 cluster and we are creating a basic script with a menu prompt and 5 options. There is only going to be 1 CSQ as the contact centre staff will all answer the same calls and each option will have the same priority...

Can CTIOS agent desktop be configured for different modes e.g. Normal, open, on top, stealth or agent selectable?

We UCCX cluster with PUB(10.129.50.5) and SUB(10.129.50.6). To check HA I d/c SUB and found that applications and scripts are not working. Upon checking replication I found that there is something wrong there. Kindly find the files attached for detai...

Hi,I am trying to register the Cisco Jabber for iPhone but after prompting username and password its giving error "Cannot locate server". Even though I am putting the correct IP address of Presence Server and even I tried to registered with CUCM but ...

UCCX version 10.5.1.10000-24CAD agent can log in, go ready/not ready just fine.  But when agent hits the logout button, it fails.  CAD logs shows logout failure as below.  Trying to figure out why agent can't log out and how to fix it.  2015-01-08 16...

Hi Guys, I have the follow doubt when the uccx consider the abandoned calls. For example, we did the follow test: when the user call the Pilot and hear the áudio until the end and turn off the call, the report (CHR) show the abandoned call, but, when...

Dear All, Currently we have UCCE 7.0 Environment and we are facing an issue that when a call is transferred by an Agent A to another Agent B via different Call Flow, the Original Caller Id  of the customer is not getting displayed on Agent B Phone, r...

I have calls originating from several different WATS numbers that are routed to the same loop.Calls from 800-xxx-aaaa are routed to a script that queues and redirects the call to the customer service loop via script aaaa. Calls from 800-xxx-bbbb are ...

I'm getting ready to begin working with a client on a Fiserv / IVR integration.  Has anyone worked with the Fiserv Communicator message sets?  I'm just looking to see if someone has some "lessons" learned they could share to help reduce the developme...

I have a compliance user (non-ccx agent) that we're having a strange issue with. I can place inbound/outbound calls and it appears QM records the call, at least the call shows up in the search, but when I click on the call to play it I get an PLYR200...

Hello I have a problem in Finesse Login with LDAP user, using softphone, LDAP user can login finesse. But when I use hard phone, I login with LDAP user. Below error shown”The device associated with that extension or dial number is invalid.”. Could an...

Hello-When implementing CCB for CVP there is a "trunk" parameter in the Surviveability.tcl script for the egress gateway. In the documentation it seems to imply that once the defined trunk number is reached CCB any additional CCB calls will fail unti...