Contact Center

Hi,Had our contact center report a strange issue this morning.They reported an agent who was not in at that time was showing as logged in on their wall board display and going between the states reservered and ready.When the agent arrived for work an...

Hello,I have been facing a issue, where an agent is already busy talking to a customer and another incoming call notification is displayed on the screen. I am in a UCCE enviroment where single line is configured with directory number. ICM should not ...

HiI have enabled Unified Intelligence Center throught the IPCCXI can login to this application throught the below linkhttps://IPCCX IP:8444/cuic/Main.htmxHowever i tried to pull out the reports from the review Outbound Agent Detail Performance Report...

Hi, Im currently working on a new 9.1 finesse deployment, does anyone know if there a quick & correct way to diasble the direct transfer button from the agent desktop as the customer wants the agents to only make consultative transfer, is it just a c...

My goals:install oracle linux 6.4 in Cisco UCS B200MMy problem:I am trying to install Oracle Linux 6.4 in my new Cisco UCS B200. I present the virtual media as stated in the linux install guide. When i select to "write changes to drive" the server fr...

Dear Sir/Ma,Kindly confirm if there is any media kit for the following licenses:R-CCX-90WFMMEDIA=    1R-CCX90AQM-MED-K9=    1L-CCX-90-AQM1SL=    1UCSS-U-CCX-AQM-1-1    1L-CCX-90-WFM1SL=    1UCSS-U-CCX-WFM-1-1    1L-ASA-AC-E-5510=    1Is it possible f...

Hi All,I am working on uccx outbound ivr dialer to one of my customer. They are currently using UCCX 8.5. The requirement as follows:120 calls max per weekOnce the live person connects transfer to IVR and play message. Give option to the user to tran...

I have SIP Dialer 8.5 is conected directly to a voice gateway Cisco 2851 with IOS c2800nm-entservicesk9-mz.151-3.T4.bin, regisered 2 phones with number 1010 and 1020 at CUCM 8.6.All services PG and Dialer in active state.Login in CTIOS Desktop (phone...

Hi All,I am currently running UCCX 8.5 Enchanced version. We have a normal call flow but want to modify it to have callers enter a PIN inorder to get service.  For example, a caller calls in and enters his assigned PIN, then the call would be pass on...

Hello,Can someone confirm if the failover of the communication between ICM and Call Manager is done from the CallManager PIM in the Agent PG setup? In other words, in order for PG1A to failover from the Publisher to the Subscriber, we need to configu...

Hello ,         I have good knowledge about cucm and I want to learn UCCX, how should I start as I cannot find any books for the current version.Thanks Syed

Hello,I´m scripting callflows for our customer. The main callflows works. During a menu the caller press a digit and comes to subflows. The subflow standalone works also ok. But when I press3 during the menu, the call disconnects without going to the...

I have a UCCX with many queue's and many different options.I have a question, I want to see if all of the queue's are equal to 300, I want to start provideing a heavy call volume message.how do I do this?Thank you