Contact Center

Hi,I have program an outbound IVR based campaign on a CCX 8.5. The script, application, trigger, call control group (outbound) and SIP gateway are configured.If I dial the trigger from a ip phone, the message is reproduced. So I can be sure the appli...

I have created a new queue for my users.  The pool of agents is shared with another queue using skills.  How can I identify to my agents which number was dialed when it reaches them through the agent desktop?           

hi all,hope someone can help. running uccx 8.0.   when agents log into CAD, it always put them in not ready state. is there a way to make them go ready right away upon login.thanksvijay           

We are having a problem with our analysts keeping chats open after the customer disconnects to avoid taking more chats. Is there a setting we can change that will limit the time after the disconnect and force the analyst to take another chat? We do n...

Hi All,I have an Inquiry with regards to the reporting of Historical Reports on UCCX,Why is the Total Talk Time on CSQ - Agent Summary Report different with the Talk time on the Agent State Summary Report.I know it gets the data from different tables...

Hopefully someone can point me in the right direction on this one,I've been trying to determine the inconsistencies on abandoned calls between the RtCSQsSummary table and my own query.  I'm tried to design different queries around different reports a...

I want to pre-fill an agent's supervisor ID into a chat window or to provide a "speed dial" to the agent's supervisor extension.I don't see a way to retrieve that information using CTI OS.  Have I missed it?  Or is there another way?

We have side A and side B proggers in our test lab setup. In PG2A pgagent service, the following messages are displaying:-----------------------------------------01:00:00 pg2A-pgag Connection to Central Controller side B established (medium priority)...

has anyone out there created an Agent report which shows Inbound and outbound calls with Numbers Called, time stamos, length of calls etc... if not has anyone any pointers as to which are the best tables o use?

Good day!I try configure outbound campain on UCCX 8.5.1.11003-32UCCX call customer but does not pass RTP. We use SIP trunk beetwen VG and CUCM.When we call to RP from internal phone we can hear IVR. Outbound Campign use same application.What could be...

Hi all,I'm trying to create an Outbound Campaign IVR based.the license is OK because is a Premium with Outbound IVR ports.The goal is a Campaign that call the contacts and play them a message.In my case, when the campaign start, the contact is called...