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...
Forum Posts
Hi All. Problem Description : We are facing an issue with a ACD agent where when he tries to log onto the Desk phone through the Cisco UCCX profile ( with his Cisco Agent ID), he gets the Error Code : 201 . Since I am new to the UCCX domain , with on...
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 ...
A few years ago I built a simple UCCX application, that when called, would call our paging system, enter a string of digits for a paging group, and then play a prompt. That allowed everyone in the paging group to receive a prerecorded message with t...
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 wonder what kind of problem will occur if I don't renew the certificate of PCCE solution. Is there a function that doesn't work if I don't renew the certificate of the PCCE?
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 ...
Hello Team, we have configured an IVR based outbound campaign and it is working fine. In case ,a customer has more than one contact number (phone number1 , phone number 2) and the first phone number is unavailable, is it possible to configure the ...
Hi there,My client has an active and operational IVR message that has been configured some years ago, running CUCM 11.5.1 and UCCX 10.6. The client requested a change to the message and made available the new recording in .wav format.Guidance is requ...
Good morning team Collaboration, I am setting up for the first time an Outbound campaign on a UCCX 11.6, I can't find much information about these configurations or relatively in the documentation is pretty simple, but I can't make the less complex c...
