Contact Center

Current setup today is with an Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM The team is considering the idea of replacing the AVAYA ACD with a Cisco UCCX system – but retain the Convergys IVR and Verint CR/QM/WFM solution. Today th...

Hello Everyone,We have the following requirement from the client:When somebody dials into a contact centre Queue buster gives them the  option of leaving a "marker" in the queue and drop the call.  When the  marker gets to the top of the queue (i.e. ...

When we upgraded our CUCCX server the person upgraded to an old backup and now we are missing about a month of data from historical reports. We are looking to get that data now.I powered up the old cuccx server and unplugged it from the network so it...

Hello,I am new to Cisco contact center environment and was curious about how could i find that which side of central controller is active? I am under the impression that the ccagent on the PGs just mentions that which PG(A or B) is active and not the...

Hi,I have to write the Caller number (Get Call Contact Info) in a file and then read this file from external application with a scheduled activity.I have an UCCX 9.0.2 Standard.How Can I do it?What is the steps list that I have to insert in the .aef ...

Hi All - I am facing below issue, Can you please suggest some idea to make it work.Here is the call flowIP PHONE -->  R.pattern --> SIP TRUNK --> G/W --> CVP --> ICMwhen ever i am making calls from IP Phone, calls are disconnecting and in IP Phone it...

Is there any facility in IPCC Express ( Enhanced) version for the supervisor to communicate with the agent without hearing the customer ?

Is there a way to prevent a phone from being used to dial or recieve calls unless the agent logs in successfully to our CTIOS desktop?