Contact Center

Has anyone out there tried to create a State trace report for agent that include State duration? I have tried to add AED.Duration to a State trace report definition I  found on the developer site, which sort of works, however it seemed to log every s...

I have two separate clusters, a 7x running UCCX 7x and we are building a new 9.1 cluster running UCCX 9x. Can I install the new 9x UCCX Historical Reporting Client and talk to both clusters?  I don’t think both old and new HRC clients can be installe...

Hello everyone,I need help on PCCE ICM Scripting.Calls are not routing to agents if its going through a Skill Group or Queue to Skill Group node. Calls will be routing if i will try Agent node. I cann see the calls hitting the Node in monitor mode. I...

Customer has MediaSense installed with UCCX currently and is somewhat frustrated that when an agent puts a call on hold, MediaSense breaks the recording and starts a new one once the call resumes.  I know, I know...that's the phone, not MediaSense, b...

We have a UCCX server run on 7.0(1)SR04_Build443, recently had NIC card issue, the 1st NIC was having problem to be enabled , so we moved the network conneciton to the 2nd NIC. All services are up running normal from CRS Control Center. But,  soon ge...

HiAlso posted on Calabrio Portal forumWe've just upgraded to Cisco Workforce Optimization 10.5, and I've noticed that when a supervisor starts monitoring the agents screen in real time - the screen flickers few a moment.It's not going to be long befo...

Hi, I was checking the definition of router calls offered and service level calls offered. Could anyone please let us know the exact difference between these fields in t_Skill_group_interval table. RegardsDeepak

We have PCCE and UCCE systems, both running CUIC v9.1(1) build 1 (9_1_1_10000_117). When running any report on a view grouped by week, data for the week of 12/28/14 - 1/3/15 is split across 2 rows. Both rows are labeled 'Week 53' but the dates are wo...

hello... Does anyone know if CSD/CAD 10.5 is compatible with UCCX 8.5?Situation is I need to upgrade CUCM from 8.6 to 10.5.But first must upgrade UCCX from 8.5 to 10.5 because UCCX 10.5 is compatible with CUCM 8.6 while CUCM 10.5 is not compatible wi...

Dear All - Is that possible to have multi tenancy feature in UCEE wihout HCS deployment, where we need to server multiple customers.  

Hello All,UCCX Version: 8.5.1.11004-25When I run the show uccx cad license usage command, I can see all the IP Addresses of the PC's that are currently signed into CAD. And I know that if you see a duplicate IP Address that usually means that person ...