Contact Center

In CAD, when the agent press the "Transfer" button, the customer is still connected to the agent. I mean, you need first to dial a number, and then the call is really transferred.This is confusing our agents. Is there any way to change this? Thanks i...

I have a prodcution contact center, everything runnning well but on thing. When I use cisco agent desktop, the "show/hide contact managemnt" button doesn't work. That is to say, before and after I click this button, the screen is same, the contact co...

Hi All,We have a problem in CVP Ops Console where the status of the CVP servers in Control Center is not getting updated. I don’t see any calls in CVP/VXML servers even though they process the call normally. But I can deploy the CVP scripts using Ops...

     helloI saw in the UCCE 9 BOM that ICM can support up to 28800 agents and UCCE 12000 concurrent agents.Is it possible to support beyond 12000 with a mix of ICM agents (10000) and UCCE agents (4800) concurrent?ThanksMike Kana

hi in this case, can you helpi'm intelling AQM version 9sr4, and the AQM recording and evaluation is work, but the reporting on web page on manager and evaluador, no gererate de report request. when the evaluardor wan generate the report, the AQM dis...

I have a customer that wants to see abandoned calls in the reports only if someone disconnects after 20 seconds.  Whether it is at the Application level or the CSQ level.  I think the default is set to 10 seconds?  Not sure if there is some place I c...

Hi guys, We are experincing this problem with one of our supervisor if she logs in into one of our test with CSD it does not load her agents. But if she login into her own machine or any other, everything  works fine . We thought it was a Java issue ...

I have found a script and feel comforatble incorporating it into my existing script to read a holiday.xml file which will reside on the ccx server which according to the documentation that I have found should be placed in the  /var/temp directory on ...

The setup is ICM 8.5.4..Would like to know if there is any logs like an eventviewer from where we can audit  all the configuration changes which were made on icm.The changes include script changes and other setup changes.

                Hi Guys, My Customer complain that there are any Agent Ready, but, any calls are statying stuck in the queue. I read the documentation about the Cisco Site and the forum below, but, not is clear for me.http://www.cisco.com/en/US/docs/...