Contact Center

I'm trying to use the CCX to place a call to a CUCM hunt group and then once the answered, determine which member of the hunt group answered the call.I have used several of the Get Info steps, including:Get Call Contact InfoGet Enterprise Call InfoGe...

Just out of curiosity, has anyone experienced a case when a user's position in queue was lost.  They were on hold 1st in the queue, then a second caller calls in, then they got bumped to 2nd?  This has been working flawlessly the last several months ...

Just want to discuss the impact on the implications when one HDS server goes down (out of 2) is taken down for maintenance.  From what I understand there should be no impact.  How long does it take to replicate the data back, if one HDS server is dow...

Hi,I need to build a CUIC report by which the business can get the detail on how many times a particular prompt or wavefile is played in CVP.  I was not able to find any such info from the ICM  database schema, can anyone let me know which table cont...

Trying to locate information on the ACD function of UCCX 9.1   Does anyone know of any documentation around the programming of the ACD function.   Thanks!

Hi Everybody,We have UCCX 9.0.2UCCX HR is installed on Win7. First time to attempt opening it after installation, it asked to open it under windows administration privilege first. and I did.and now it shows the same message again. " attached"can anyo...

Hello all,I am trying to implement sticky agent call flow (connecting the caller back to the same agent if their is disconnected during the middle of the conversation) using UCCX Script. I am successful in obtaining the same agent using Session steps...

Hello,We have a UCCX cluster and both server's common partition are in the high 90%.  I downloaded all the log files and deleted them from the server.  I tried the following steps, which did work for CUCM;Open RTMT. Click on Alerts Central. Right cli...

Hi , We have a contact center UCCE 8x, in which few of the Agents are migrated to Siebel CRM CTI Application from CAD. We are using Cisco CRM adapters for the CTI communications between CRM and ICM. So the call is maturing to the agent properly, but ...

Hi all,It is a UCCE environment with CVP and CAD.I'm in the process of configuring the Outbound Option and I'm facing the attached warning while trying to enable the Expanded Call Variables for Outbound in Configuration Manager.In addition to the CVP...

Hi all,It is a UCCE environment with CVP and CAD.I'm in the process of configuring the Outbound Option and I'm facing the attached warning while trying to enable the Expanded Call Variables for Outbound in Configuration Manager.In addition to the CVP...

Hi everybody, We have UCCX 9.0.2.Agents receive calls normally, but if the Agent closed the call first, his state changes to "Not Ready" State. However if the caller was the one who closed it first, the state returns to " Ready".and at CSD it shows "...