Contact Center

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AMA Forum- Design, Deployment & Troubleshooting on CCE CUIC & LiveData

Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...

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Rebuilding UCCE Side B

We need to Rebuild our UCCE Side B on a new Data Center.There will be new IP address and host names for all UCCE components Like Rogger,AW,PGs.Is there any documents available for the steps to be done? Will the system sync between Sides. 

Resolved! Courtesy Call Back doesn't hang call up

Hi, We have implemented Courtesy Call Back and it sends the call to the CallBackEngine on the VXML application and in there on Intercept Caller Hang Up I get and error.  However, there is no extra logging to see what the error might be.  I literally ...

paulonwude by Beginner
  • 21 replies
  • 0 Helpful votes

Resolved! UCCX and Translation Patterns

We have run into calls getting stuck in queue when being transferred between CSQs.  CSQ 1 answers an external call, but then needs to transfer the call to CSQ 1.  The dialing pattern the agents are using is a Translation Pattern and according to http...

TomMar1 by Participant
  • 7 replies
  • 0 Helpful votes

UCCX 12.5.1 SU1 - Finesse User are Locked Out While CUCM upgrades from 12.5.1(SU2 to SU4)

We are a hospital and have upgraded our UCCX to 12.5.1 SU1 due to numerous issues.  We have run into a bug CSCvt65696 and need to upgrade CUCM from 12.5.1 SU2 to SU4.  In our test environment, while upgrading to the inactive partition any new Finesse...

Resolved! UCCX Apache Tomcat Upgrade

Greetings for All, I have one requirement from our SOC department that our current UCCX 10.5 that have Tomcat version 7.0.39 which has many security vulnerabilities so they asked to upgrade it to Tomcat version 9 or later, so is there a way to upgrad...

VRUPIM showing configured

What is mean by configured, can any one share list of Processes with details. vrupim.exe : ucce-PG9B vrupim - pim2 - [CVP_2 CONFIGURED] : 26.08:26:33vrupim.exe : ucce-PG9B vrupim - pim1 - [CVP_1 CONFIGURED] : 26.08:26:33

syedmd866 by Beginner
  • 3 replies
  • 0 Helpful votes

Get Digit String or Menu

I work for an insurance company and off the main menu we prompt the customer "if its a new claim press 3".  Once the customer pressess 3 I then want to play a prompt asking if the claim involves auto glass replacement press 1 now, otherwise remain on...

Resolved! Cisco Finesse Warm/Consult Transfer

Hi All, May I know if there is an option in cisco finesse, where the agent is able to see the name when he/she gets a consult transfer call? We know that we can able to see the name in the Jabber, if the person's name is saved in contact list.  But w...

CCMP 12.5 Install/Access Issue

First time doing Contact Center Management Portal (CCMP) install and followed Install guide for configuration/setup and used most of  the defaults they recommended in the doc. However, I'm not able to access the portal URL (https://{app server}/Porta...

SANJ21 by Beginner
  • 2 replies
  • 0 Helpful votes

Two job opportunities

Hello, our company is currently hiring for a few different positions, one more around UCCE/PCCE as well as Webex Contact Center, and one more around contact center application development. If people would like to learn more, please message me/email m...

bill.king1 by VIP Advocate
  • 0 replies
  • 0 Helpful votes