Contact Center

We had an analyst change the name of a CSQ. Now on the CSQ Activity Report it's showing the data for the previous name and the new name. Is there a way to combine the data. Tallying the amount of calls is easy but combining the avaerage time to aband...

I have had a question from a customer about gathering a customer phone number via IVR, taken that number doing a database dip to find the agent on call and sending the phone number of the caller as a text mesage to that agents cell phone.Has anyone t...

So basically I want to make something that says."if you have your account number please enter it now or if you don't have it press the * to continue".Same thing on some of my menu's"Welcome to blah blah, for 1 press 1, for 2 press 2, or if you know y...

hello everyonei have a question .... i want send ANI and a Call ID to CRM for Satisfaction i just want do it....but i lookup some doc .. the function need to write a xml doc.???!!!!....have the UCCX can do it like CVP Web service ??? have some simple...

All, We are trying to identify Calls that have been abandonded in Queue, which is Call Disposition 2 according to the guide.However I ran a query and can see that there hasn't been a single one (even though we have tested) The abandoned calls ALWAY...

Hello,I have a depart that wants the caller to hear what number they are.  They are hoping to illimate abandons.  Any help would be appreciated.  Also, can we add ringback in the script for callers to hear.Thanks in advance for your help.            ...

Does UCCX actually handle the phone call, or does it drop it off to Call Manager when an agent takes the call?  The reason I'm asking is because we're having complaints about queue calls dropping and Agent Desktop loosing connection and then reconnec...

Does anyone know how to get support this animal or there is separate forum for this ? Or I can ask a question here ?

Is there a way to find out how many agents are logged in at a given time throughout the day? The real time reporting tell us hwo many agents are logged in at the momment but Im looking for a history report. UCCX 7.0(1) SR05 Build504

Can I restart the Cisco Desktop License and Resource Manager Service in UCCX without affecting agents?