Contact Center

CTI OS Dektop Login Failure

Hi All,I have CTI OS dektop client and I have mentioned the CTIOS A and CTIOS B during installation. I have added the IP address of the CTIOS server details in the host file entry as well ,but still I vouldn't login and I see this issue, ...

removing calls that are in the resource selection queue

Hi Folks, I have a strange query. Is there any way to remove calls that have been presented to the resource selection step but are in the queue waiting for a free agent? I have created a varable that gets the current time and then created another var...

XML for Supervisors.

Hi There !I have just migrated from CCX 7.x (Windows) to CCX 8.5 (Linux).Supervisors used to have access to a Windows folder where they could edit their XML files without my help as they need during the day. Now that CCX is on Linux I need to know wh...

Resolved! UCCX 8.5 Data lag with ContactCallDetail

Hi there, We are experiencing some strange issues with the ContactCallDetail table. It does not seem to update in real time, seems to update in batches, and 2 hours later. So you will get an update to the table say every 15/30 seconds, with a bunch o...

Resolved! How Often ContactQueueDetail and ContactCallDetail update

Hello,We are running on UCCX 8.0(2). There is a requirement from call center supervisor to have a real-time service level and ASA but these are not in Cisco Supervisor Desktop. We tried to query data from table ContactQueueDetail and ContactCallDetai...

Resolved! web view route report no data for a specific skill

i create the new skill group and linked to service and route , but i have problem in web view reporting in route and service reporting i didnt have data hestorical and real time

Reports for CSQ

GreetingIs it possible to pull from the Historical reporting these values for a particular CSQ:Avg TalkingAvg WaitingLongest Waiting

Resolved! What Cisco UC product can announce the caller ID?

Is there a Cisco UC product that can announce the caller when the phone rings? Can you pick and choose when to announce caller ID? We just want to announce calls that are delivered to the IPCC extension only based on the incoming DNIS. Environment...

don't start CAD after upgrade cucm from 8.5 to 8.6

Hi.CAD don't start after upgrade cucm from 8.5 to 8.6. CAD work well before upgrade. After, when agents ccx start CAD they see warning window:“Login failed due to a configuration error. Please ask your system administrator to associate your phone wi...

UCCX 8.5 Voip Monitor

Hi,We recently deployed UCCX 8.5 on VMware and have successfully been using dekstop based CAD recording.We now have a requirement to monitor calls from agents using CAD browser edition so we need to configure SPAN monitoring, As far as I'm aware, SPA...

Queuing to skill group in a certain order

I have skill group MasterCard_L1MasterCard_L2I also have a skill group Visa_L1 and Visa_L2Now when a call comes to the skil group for MasterCard it goes to the Queue to skill group Node in the orderMasterCard_L1MasterCard_L2Now I have another set of ...

Problem Using Custom Classes in UCCX8.5.1 SU3

Dear All,My team is facing problem in using Java custom classes for UCCX 8.5.1 SU3The problem is that we have created some conditional prompts for currency in different languages, our custom java class contains two mathods GetEnglishString(parameter ...

[Reskill] How can I see only my agents/skills?

Hello,My name is Eric and I would like to know how can I see only agent in my team using Reskill facility. Now I can see all the Skill Groups, but I would like to see only the Skill groups that are agents in my team.I attached a image about it.

AnswerWaitTime Breakup

can I say that AnswerWAitTime in SGHH is equal to the DelayTime, RingTime, NetQTime, LocalQTime from termination_call_Detail. I tried to do the comparison but this does not match. Can anyone clarify, i will be more grateful.

Resolved! UCCX - Script - dynamic path prompt

Hi,I have to create a contact center for many stores.The structure of the menu and the structure of the prompts are allways the same for all the stores.The only thing is prompts are different.I have a different application ( trigger ) for each store....

Contact Center

Forum Posts

CTI OS Dektop Login Failure

removing calls that are in the resource selection queue

XML for Supervisors.

Resolved! UCCX 8.5 Data lag with ContactCallDetail

Resolved! How Often ContactQueueDetail and ContactCallDetail update

Resolved! web view route report no data for a specific skill

Reports for CSQ

Resolved! What Cisco UC product can announce the caller ID?

don't start CAD after upgrade cucm from 8.5 to 8.6

UCCX 8.5 Voip Monitor

Queuing to skill group in a certain order

Problem Using Custom Classes in UCCX8.5.1 SU3

[Reskill] How can I see only my agents/skills?

AnswerWaitTime Breakup

Resolved! UCCX - Script - dynamic path prompt

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