Contact Center

Hello All,Kindly guide me if I can apply the below password policy on ICM's agents or not.Minimum password length must be 8 characters, alphanumeric, no blank passwords. Upon password renewal, reuse of old passwords must not be entertained. All passw...

Hey All,Does anyone have a software product they would recommend for Wallboards, Agent desktop notification & Real Time Reporting?I have seen a number of 3rd party Call Center products out there that claim to integrate with Cisco's Contact Center pro...

I am experiencing the agent state going to "Call not answered" instead of changing state to "RONA". In addition after the call is released it goes to a voice message that states we are experincing problems and disconnect the call. Not sure if I need ...

Hi All, The current UCCX version is 11.6.1.10000-51 .I want to do a direct upgrade to 12.5.1 .Please let me know which version I can do a direct upgrade since there is a 12.5.1 base version and SU1 and SU2 to download. Its quite urgent .

Dear members, Can anyone advise on the feasibility of using HTTP Basic Authentication alongside with HTTPS in the Call Studio Web Service Element? if yes, will the username and password be sent encrypted? and will they be shown in the logs? Thanks is...

Hello Team, We have configured an IVR based outbound campaign and it is working fine. As ,the client has more than one contact number(phone01,phone02), we would like to configure the UCCE dialer to dial the second number(phone02) in case the first on...

Originally, each group of agent would only need to handle a corresponding CSQ. 1 CSQ matches to 1 skill. Recently, these agents would have more than 1 skills to handle CSQ other than their main CSQ.I receive request where we would need to display per...

I have a question in relation to the SRND.It states that the Maximum Outbound Skills per Agent is 5.I am walking into a pre-existing environment where I see an agent has 30 skill groups that are purposed for Outbound Calls. What would be the conseque...

Anyone have success using BAT to swap large numbers of phones for the Application user tied to the peripheral gateway of CCE?We're running 12.5 SU6 UCM and 12.5.1 PCCE and we're preparing to send a decent number of users home on the weekend to take A...

I want to ask about the report on CUIC 1. In Agent Login Logout Report - Logout Reaseon Code, what is meant by:a. Connection Failure ?b. Agent Initiated ?c. Device Conflicts? 2. In Agent Detail Report - Type Call a. Inbound ACD b. Inbound Non-ACD on ...