Contact Center

With version 7.x of UCCX, if we did an update to our UCCX server, the updated agent and supervisor desktops downloaded automatically the next time a user logged on.Last night I updated our 8.5.1 server to the latest build.  I went to run the agent an...

dear all i wana ask question regarding uccx script , i designed script on it get digit string , i put inot it prompot long and i want user to listen to it and after it finish the function can accept user digits inputs , i tried no interupt with no ba...

                   Hi,      I have two supervisors that are see agents logged in for 20 hours, but when I check the UCCX resource stat the agent are not even logged in. I have tried to uninstall the supervisor and reinstall it, but no luck. We are us...

Hello,I have a Call type that redirects to only one Skill Group.When I try to view the total number of calls handled, I notice that:Call_Type_Half_Hour.CallsHandledToHalf > Skill_Group_Half_Hour.CallsHandledToHalfCaltyp22                             ...

Dear,We are running IPCC system, with ICM version 7.0 and CCM version 6.1.4. I would like to set up automatic outbound call from our Script Editor. How should we prepare for that setting? It means that IPCC system will be automatic call out to custom...

I have EIM 4.3.2 installed. The system has been up for 3 years. I need to figure out how to find the exact date that a case was closed. I have been using my supervisor login and have been running the report utility. I get the stats but no date that p...

A question about the installation of UCCE CAD 8.5. The Installation Guide seems unclear about one aspect concerning the account used for installing CAD (+ SQL Server, for recording and statistics). Must it be a) A domain account, with local admin pri...

HelloHow Dialer detects "No Dial Tone" is there any algo " . We are using SIP dialer .Is it when all dialer ports are busy RegardsIrfan Tariq

UCCX 8.5.1.11002-22, HAI have a DB Read step in a CCX script that has worked successfully in the past, but I noticed today it always goes to the Connection Not Available branch, and I don't know why.  If I open the DB Read step in the editor I can su...

Hi,Please Advice.When I compare Traffic Analysis report and Application report, Calls presented are not same. Please Help !Also attached herwith the reports

Hi,I face problem that supervisor use record on demand to record agents. The problem is recorded file play imcomplete. Such as agent talking around 1 minute, but recored file can play only 10-15 second. It not happen with all agents not all calls. An...

All;I need to deploy a CCX 9x solution that supports TTY/TDD.  I can find documents that describe our phone asscessability and how to connect a device to a FXS port. but I cannot find anything that says a hearing imparied person can communicate with ...

Hello,I´m using Call Consult Transfer step in a script and it works fine but in the phone it displays cti port until the user picks up the phone. In that moment, the user sees the DDI of the customer phoning.Is there a way to change it and see always...

I am trying to write a script to have a customer call in to our Call Center and be prompt to say their name so the script can look up his/her name and be routed to an agent or search our database for information. We currently have 6 languages they ar...