Contact Center

I'm programming a script that the contact could it be a Call Trigger or HTTP Trigger, for HTTP Trigger, users are using a browser and also a cisco phone, I'm using Switch step to identified HttpContact or CallContact, but how could I detect HttpConta...

Hi ,We are testing with CVP comprohensive model. We got the following error in the Voice Gateway**** CVP HANDOFF.TCL: 49F57AF3.505211E0.A2C4BC1E.C6456759 abnormally disconnected with code 38. **** Attached the Gateway & CVP logs. In ICM script calls ...

I am in the middle of creating a script that would give the caller the option to leave a voicemail, has anyone wrote a script similar to this? What did you do to lower your abandoned calls percentage without adding more agents/payroll?Cisco Contact C...

Having trouble figuring out how to pull the Chat history for agents in Cisco Agent Desktop.  Any advice would be appreciated.                  

Hi, In the IP IVR script there is an element "call consult transfer" which sends the call to a hunt group. I can send the call to hunt group in UCCE by using label and SIP static routes. Now the difference is - In UCCX when the call is sent it plays ...

Looking for clarification on CAD installation with SQL Data Store. The CAD Installation Guide states "It is required that your system include a separate SQL Server instance that hosts the CAD base services (on both servers in a replicated system). Th...

I am on UCCX 8.5. I am looking for alternative methods to present the CSQ ID to the agents phone; physical or soft.Currently, I capture the CSQ ID in a variable in the scripts and present that data to CAD. However, not all agents use CAD maximized. T...

DN of Agent deleted in error; recreated DN can not add to Agent as IPCC; log into UCCX it shows Agent no Inactive.  How best to get this agent back as an active Agent?