Contact Center

Hello,    Please bear with me as I am pretty new to UCCX . I have already installed cucm 9.2 and I have experience in administrating and implementing it.Now I would like to create atleast 5 call agents in uccx. I have already installed uccx and also ...

Hi, I have a support team that wants to rotate on-call based on the week of the month.  Weeks 1 - 4 route to different people based on the time of day. How can I 'count' the week of the month? One thought is to populate an external document, but that...

The call rings agents and agent doesn't want to pick up a call, the agent needs to make outgoing calls is it possbile to change the status to Not ready when the phone is ringing? Any comment is appreciated.

Is there a specific report for CVP in CUIC that can display counts on frequently-accessed CVP menu?Example: Option 3 is always pressed than option 1 in the 1st layer, then option 2 is always chosen than option 3 in 2nd layer of the IVR, and so on.Tha...

I am running into an issue with UCCX 9.0.2.10000-71 agent devices having to be de-associated and re-associated to the RMCM application users repeatedly.  UCM in 9.1.1,10000-11.  Randomly the agents will get the RMCM JTAPI error when they attempt to l...

The request was made to have a report created based on the number of calls "Forwarded" from the first option selected on the "Repair" queue to "Customer Support" for a date range of the last 6 months. I'm going through the list of available reports a...

Hi, please see my script attached. 1. User calls into script2. Sets status to true or false3. User is authenticated (hardcoded at the moment)4. Keyword transform document changes value to true or false as per above.  5. Document is uploadedThe script...

UCCX CAD -- If agent doesn't answer the call then call should go t o next agent and put that Agent "Not Ready" state. Its not happening.

I have agent answering calls for Multiple Application (Single CSQ). They see description as Route point XXXX in there CAD for that call. Is there any way I can change that description so they can see call is for which application?I would like to see ...

It has been requested by a team to run an "after hours report", (eastern standard time) to include only after 8am - 5pm e.s.t hours which would be 6pm - 8am e.s.t Can this be done for each day during the week at only after hour intervals via CDR? I d...

I am a newbie to UCCX scripting. I have a request now , if the call is coming from some specfic number(CIO, CEO or other important person), the call will be put in the priority queue. I creaed a priority number check xml file to validate the calling ...

Hi All,Can anyone please let me know what kind of licenses are required for configuring mobile agents in Cisco Unified Contact Center Express environment. I mean to say does it require any kind of CUCM license like enhanced or enhanced plus ( for CTI...