Contact Center

Is there a way to get a list of our agents that includes their username and agent extension?  RmCM | Resources shows their Name and extension, but it's their display name (Bill Matthews) not username (bmatthews).  Clicking on any individual agent sho...

As the title states - upgrade from 7.2.3 to 8.5.3.  The existing 7.2.3 platform will remain in place on physical servers.  The new 8.5.3 environment will be on UCS C series VM.Has anyone tried anything similar.  PDI suggests first going to 8.0(1a) fo...

Hello UCCE Experts,I am a UC guy and very interested to learn UCCE. I went to the cisco.partenerelearning.com and found two very useful documents. I was wonderning if there's a way that I can download those documents. I travel 5 day out of a week and...

I am in need of a report detailing all calls received into call center for the duration of FY13with as much data that can be retreived is appreciated, but minimum needed data points are as follows:Date, Time, Call Direction, Calling Phone Number, Rec...

Hi All,In order to differentiate the department and route the call to specific PRI, how to use campaign prefix in SIP Dialer using CUSP. UCCE : 9.0(3)SIP DialerCUSP: 8.5.2VG IOS: 15.2.4 on 3925Thanks,Alagu

Hi All - We recently upgraded system fom 2.x - 9.0 and we ae facing ans isusue lik, able to hear Agent voice in Right hand speaker of the Headphone and customer voice in left hand speaker of the Headphone.We tried with multiple headset’s and checked...

I have an outbound IVR campaign and i need to create a IVR routing script for that. Can i use the send to vru node in the script for the outbound script for IVr transfers? I need a clarification on this. Whats the difference between send to vru and t...

Is the Cisco Desktop Collaboration Experience DX650 going to be support with UCCE?I see on the below docwiki that the DX650 is not listed here:http://docwiki.cisco.com/wiki/Unified_CCE_Software_Compatibility_Matrix_for_9.0(x)Regards,Ronald

CVP docs talk about setting user.microapp.locale to en-gb However there is no en-gb folder where C:\inetpub\wwwroot\en-us is at. Its only en-us. So since there are no GB specific wav files, will setting user.microapp.locale to en-gb help in nay form?...

Hello,In our UCCE 8.0(1a) Progger, we're facing this problem in one especific skill.     The Agent Targeting Rule is configured with a correct range of extensions.     The Routing Plans of our UCM don't conflict with any extension.     The agents are...

Hi,I want to disable DTMF for agents when the agent transfer call back to IVR. I tried it by disabling the DTMF using SIP trunk but in this case caustomer is also unable to provide DTMF. Moreover with SIP normalization we removed telephony event in t...

Is there an easy way to display Calls In Queue inside the CAD?  Maybe even longest waiting call?   Aside from clicking around the tool bar and opening windows, is there a solution for pushing this available info out to the CAD?  Anyway to modify the ...