Contact Center

When doing agent to agent or agent to queue transfers the customer ID (customer input and stored in a ECC variable) is not transfered to the second agent or queue.  This appears to be due to the network VRU in the PG Explorere being configured to the...

Hi , we have a CUCM 8.6 and CCX 8.6. I have the following problem:We have a workflow which transfer the caller to an agent over a IVR , since one week we have deployed a plugin for a CRM-Program (Salesforce) according to this  could the Agent see  wh...

Hi All, Has anyone ran into this issue before? The home page is not configured in Desktop Administrator when i login to agent desktop how to resolve this issue, Any ideas how to resolve this issue?

The customer is deploying UCCE(ICMv.8.0SR2) on UCS base.Actually, I tried to install one router with a single mode first, at that time MDS was working without any issue.and tried to install routers with dual mode and the MDS was working well.(CU conf...

We upgraded from CCX 7.X to CCX 10.5. After the upgrade I am unable to get a Queue stats web page working. I have changed the 'create doc' step to 'set doc' but I cant seem to get it to work. I have uploaded the SYDNEY.html file to the document repos...

I am trying to create a script in CCX 9.0 premium ha that can perform an AXL/SOAP query on the CCM 9.1 cluster where CCX is registered. What I am trying to do is replicate the forced auth code functionality for a downstream PBX that is behind an MGCP...

Hello Everyone,Does anyone have idea about automatic windows security or anti-virus updates on AQM base and recording servers. I looked through admin guides and cannot locate any informtation. My question is does it cause any issues if I enable autom...

I'm wondering if anyone's aware of a way to get the Historical Reports tool spit out a report showing the average, or even total, number of calls to a queue by time of day? I understand that the "Contact Service Queue Activity by Interval" report wil...

Hi all. I'm trying to design a script on a trigger that will call a number, ring for 10 seconds, stop, pause for 3 seconds, and then call that number again.What I have is this:[label] KeepcallingCallcontact = Place Call (to destinationring variable, ...

In Large Deployment, as per SRND 9.X ,the number of Administration & Data Server roles is limited to 3 AW-HDS and 1 HDS-DDS or  AW-HDS-DDS per Logger side. Is it MAX 4 (3 AW-HDS & 1 HDS-DDS) can be deployed for one side of Logger?  If we need more (3...

Hi All, Is there a way to automatically route / assign a new voicemail to users and track if those voicemail has been open/responded? Thanks!-JT-