Contact Center

All,So, I have a client that is running UCCE 7.5, and they are looking to do an in place upgrade to 8.5.  Most of their hardware is pretty standard, except for the PGs.  There is a mix of virtual and physical servers, with drive configurations that a...

Hi, Is it possible for UCCX to generate a message notification to an agent via the CAD if there is a voicemail waiting for them?For example, if a call is placed into a queue but the wait times are too long, my script allows the caller to leave a voic...

                  Dear All,He have a small call center which is working on UCCX there are five agent .4 agent can able to login into CCX login and they can change their state ------means NOT READY to READYBut one agent is not able.....when we try to ...

The scenario is that you have  agents who have multiple skill sets and can take calls from 2 different IVR/Call centers.Now you want to assign calls from IVR1 a higher priority over calls from IVR2. Can that be done in ICM since the callsare coming d...

Hello Team,I have a client I am working with to upgrade its current UCCE 8.5 environment to 9.0. This particular customer runs a very critical call center so the plan is to do the "Technology Refresh" approach on UCS. The new servers will have new IP...

Hello,If i want an IVR that after an option is pressed runs a web service and retrieves the value, do i need to use UCCX or only CUCM with IP IVR?Sorry if it is a basic question, but i'm struggling it with :/Thanks in advance

I have installed EIM 9.0 in distributed architecture. In the listener service, the PG's are not listed. Please find the attached screenshot. Agent PG server is not yet installed. Is it required to have agent Pg service started before starting listene...

I'm trying to "Create Cisoc Unity User" within the CM administration. I select the Application Server and the Subscriber Template, both which appear to be correct. Then I get "Unmapped Exception (401)Unauthorized". This is the first time I've atte...

Hello friends,Based on the document, https://supportforums.cisco.com/docs/DOC-12335  I have enabled the auto recording in our small contact center express environment. It works pretty great, however sometime I am observing that, two of the agents are...

Hi ,When I tried to log in the Agent service on the IP phone, I got an error "selected service IP Phone Agent isn't active. Select another service IP Phone Agent". It had been working well untill they were restarted because of adjusting time zone.Age...

Hi All - Is there any way to achieve Utilization of Multiple PRI in Single Gateway with CUSP Deployment.Let's say i have 5 PRI'S in same VG, Suppose if one of the PRI goes down is there any option to utilize remaining 4 PRI'S in the same VG.I checked...

Does anyone know if it's possible to light the MWI light on the IPCC Agents' phones or ring an extension if there is a call in queue? I have a script that displays the number of calls in queue on the phone but would like some kind of notification. Th...