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Need to understand , while we monitor the ICM script and click on the display real-time statistics. Under the skill group section I can see various columns like - Logged on, Ready, Idle, wrap up, work not ready. Can somebody please explain me waht is...

Hi all,Has anyone running UCCE, CUCM or Unity Connection in a hosted cloud environment ? please share your experience. Thanks in advance !!Questions: 1- Who's your cloud provider and your experience with them ? 2- Which product (UCCE, CUCM, CUC) do y...

Dear Networkers, We have UCCE 8.5(4) installed and working fine and integrated with a WFM system. We noticed that the views "Agent_Real_Time" and "Agent" are empty in our HDS. Our WFM system is using those views inorder to generate some data. We di...

Hi ,We are running UCCE 8.5.1 , and we have encountered a problem with wrap-up data ,The total calls handled yesterday was 3449 but the Wrap up report shows only 2941can you please advice on how to overcome this issue ?ThanksPurna

in icm 8.0 i config the PG type is PG Peneric type in configuration manager and config the CM and VRU pimthen i should choose which one type to install the PG...?i add the callmanager and VRU in PG1 but not working..

Hi,I am new to cisco support, please help me with how to get started with it.---Posted by WebUser Juliana Olive from Cisco Support Community App

Hi Guys,I don´t have practice with creating script uccx and appreciate who can help me. I did the xml file, and verify any models script about holiday in this discussion forum. Now, I need to do call subflow with the script that is working. I am atta...

we have created a script with VM in queue and play back.  Once the agent plays back their VM that has been delivered to them, we want them to be able to "save " or "forward" the vm over to unity.  We have created the routing rule that delivers the ca...

I'm having trouble trying to figure out the best way to route calls to agents from a caller input, then send to a higher skilled agent based on that input. For example:Prompt: For Customer Service press 1, for Warranty, Press 2, for All other inquiri...

im getting confused in assigning labels and DNIS values in ICM. Is there any document explaining clearly about these two?

Hi all!My client use CRS version 4.0(5)Yesterday one server has some problem. So we have to re-install IP IVR at the same Server(MCS Server)but we have no S/W CD...How can I get IVR 4.0(5)SR02?Please. Let me know......I will waiting replyAlways Thank...