Contact Center

Hi All, I have call center with several agents. I would to have the agents take a survey for every 5 or 8th caller.  I have the Agent software on everyone's desk.  Is there somewhere in CiscoAgent software that I can turn on Globaly for all the agent...

                   Dear All,I just want to understand,what is actul CallsRoutedToday and CallsOfferedToday.I went through Schema guide but not able to understand properly.Need your help on this.

There is a requirements that the CAD agent upon receiving a call is required to pass certain information to HP SM7 client. I'm trying to achieve this using macros, appreciate if someone can share his experience in working with macros in UCCX 7Regards...

Hello all I have been developing a Agent Client application using the CTI Protocol for UCCX 8. So far so good Now i'm developing an Supervisor Client application. I managed to start the client in bridge mode so that i can receive all the Agent's even...

I have produced a report that shows calls Handled and Abandoned in Queue, however they do not add up to the total calls offered,The report is showing Handled @ 329 & Abandoned in Q 273, where as calls offered is 524.The discrepancy is 48 calls! In lo...

We have Home agents using Cisco Agent Desktop application.Is it possible for them to associate voice call/speech path via their Home Number/Mobile Number instead of using Cisco Hard/soft phone.Please suggest if above is possible using either UCCX or ...

Hi All,How to write agent greeting files to multiple media servers, (4 media servers in our case) I got to know that setting the default media server to act as a proxy will resolve this issue. Kindly let me know is this correct and how this could be ...

We're working with UCCE 8.5 with CVP 8.5 in a comprehensive model. we have noticed 0 talk time to some calls  (in which case where the customers had actualy talked with agents as per the complaint)does any body come across such cases in past Can you ...

Hello Everyone,Just wanted to know is there a way where i can configure a config file on desktop so that IP communicator gets registered to a device pool automaticallyWe have 4 group agents and requirement is to setup a auto registration with separte...