Contact Center

Greetings!So, I'm curious .. we'd like to change how we do things regarding what happens at the select resource - queued step. Our current state is a series of business checks, place the call on hold, play CUCM MOH, take the call off hold, go back to...

We are pretty new to CCX, and want to get silent monitor and call recording working. I've read a bunch of troubleshooting docs, and a bunch of the discussions here, but I am still unable to get it to work the way that I want. Heres the setup. The pho...

I am in the process of implementing new CUSP 2951 and ACE 4700. And customer wants to implement OSPF in it. Does CUSP and ACE support OSPF. Could you please share some documents on it.

Can I use CUIC as a wallboard.  I just saw a brief demo and it appears that the real-time CUIC reports can show real-time wallboard data that can be used within the CAD integrated browser window.  Can anyone confirm this? Joe                 

Hey guys, I'm looking to get some assistance setting up a script for our sales and support group. There is one main dial in number, but two CSQ's (one for Sales and the other for Support).

I'm trying to modify a UCCX XML file, I have authenticated properly but the upload document still getting unsucessfull.Anyone should help me to resolve the problem?

Hi, I have been working on this for days and could not get it resolved. I am using UCCX 8.5 Pre to receive an http trigger and send response with some parameters and variables mapping. I followed the scripting guide to create the html template and do...

Hi folks,I have a upload step working properly and doing the upload to my prompt repository. I need to send the recording file by e-mail, but when I try to play this file, this is not possible due a codec format.There's any way to convert the recordi...

Hi team.I have an issue with the Cisco Historical Report.On December 14 we performed a version update of UCCX:New Version 8.5.1.11004-25Old Version 8.5.1.10000-37Now I am informed by the Call Center Supervisor can not generate reports in the CHR with...

HI,               Could you guyes please help me that i want to develop a NOC for my Contact center infrastucture thats includes cisco IPCC / Hosted / Avaya, could you recomend any solution which is more specific to contact center operations ..... Fo...

Hello,I have a login issue with one of the agents of a UCCE system using CTIOS 8.0(1).When this agent tries to login he gets the error 10166 - This phone is restricted.I have tried the below scenarios and I was always getting the same error on login:...

Hi.1) I got data from Call_Type_Half_Hour table:*******************************************************SELECT EntName = Call_Type.EnterpriseName, Datetime = CTHH.DateTime, CallType = CTHH.CallTypeID, RouterQCalls = sum(isnull(CTHH.RouterQueueCallsTo...

Hi,Cany anybody help me on what report to generate on Cisco Unified Web Interaction Manager 4.3.2 for Average Handling Time(AHT) for the Whole group or campaign. I can only generate AHT per agent but for the whole campaign I can't seem to find it.Tha...

<?xml version="1.0" encoding="UTF-8"?><!-- ***************************************************************** --><!-- Test for the ASR.                                                                                                                    ...