Contact Center

Date/Time conversions for comparisions

I have the need of assigning a future start date/time and future end date/time via parameter values for special events outside of normal operating hours, which a ccx script can compare to the current date/time to determine next course of action. Th...

Resolved! UCCX Redirect Step and Local Route Groups

Hello,CUCM 9.1.2UCCX 9.0I have come across a situation in one of our UCCX scripts with the call redirect step where it is forwarded to a local cell phone for after hours calls. The number in the Call Redirect step is 9, followed by the 10-digit numbe...

Resolved! uccx 10.5 resources

Hi,i have a question concerning UCCX 10.5I had to reinstall CUCM 10.5 due to vm ware issues.After the reinstall i managed to get the sync between CUCM and UCCX working. But i have troubles to get my end-users, that are configured in CUCM as resources...

Quality Management (QM 10.5) integrate with the local MS SQL Express 2012 database error on postinstall

hi all:When I am installing the QM Base Server need to integrate with the local MS SQL Express 2012 , prompting the following database errors :Enclosed the screen shot and the log , please help me, thank a lot.

Cisco ICM CMS intergartion to check skill group status

Hi, We are trying integrate Cisco ICM (8.5.6)with Avaya CMS. The goal is to check agents stats in skill group configured in Avaya and queue call to VDN.I am following Avaya-ICM integration guide and trying to build best formula for this.Please let me...

Resolved! UCCX 7 - ERROR : Can't consult Transfer - when Select resource step

Guys, I have a UCCX 7.x and I have a simple script with Select resource, where I can dial the trigger directly to go into the queue. When I dial the trigger I hear a "system error message" When I debug, I see when we hit the " queue / Select resour...

Resolved! Need UCCX Script: Recorded prompt & save to default prompt location

I have UCCX 8.5.1 installated on UCS, and configured. Just wondering if anyone knows how to use UCCX script to record prompt and save it to default language location please?We do have UCCX script which can do it in UCCX 7.5 (Windows based), now we ne...

CUIC 10.5 export to Crystal Reports

Hello Experts -We just upgraded from 8.5 to 10.5 which took us from UCCX Historical Reports to the web-based CUIC.When I run a standard report, the only export option is to Excel.Historical Reports allowed you to export to pdf, rpt, xls, and others.I...

Any way to allow an agent to set ready status on a per-queue basis? (UCCX 10.0.1)

Hi all, we just switched from an ancient PBX to a new CUCM/UCCX implementation and have run into an issue. In our old system, we had the concept of level 1 agents and level 2 agents, who would of course answer level 1 calls (easier) and level 2 call...

Looking to present City and State caller ID to agents via CAD

The end user running UCCX wants to present the City and State Caller ID to their agents similar to what cell phones will show with City ID from Cequint Incorporated. We can build a database with Area Codes and Exchanges to reference and pass this a...

Resolved! Talk time in uccx

Does talk time in State Summary by Agent raport includes also outgoing calls performed by agents ?

Resolved! PIM not attempting to connect to call server

PIM will not connect to the call server and it doesn't look like it's even trying to. What am I doing wrong here? PIM is enabled. Port is correct, I can telnet from the PG to the CVP call server using the port defined and it connects. When I start th...

Resolved! UCCX Call Recording Licensing

Hi everyone,I have an issue with licensing model for UCCX Call Recording. Customer needs CCX implementation with automatic call recording, export of recordings, reporting and live audio monitoting. I can't understand licensing schemes for CCX QM and ...

Peripheral SG Real Time all fields

Hi, We are creating a Pie Chart for the report Peripheral Skill Group Real Time All fields present in Stock Folder. Please suggest what should we give as a in the drop down box of Data field and Label Field to get better understanding of tht pie cha...