Hi all,I'm looking for a report over caller waiting time. I can't mange to find such report in the Cisco Unified CCX Historical Reports tool. What shoul I look for?Best regardsKristian
I want to trace a ECC variable and find out what was the value during a call. How can I check it ?. I think ECC variables are not writtes in RCD or TCD in AWDB.any suggestions ?.
I have a questions regarding that,In a queue, I understand ther is two way to play MOH.1 - Hold the call and get the MOH from CUCM.2 - Play a prompt from UCCX.*If I use the option 1, I can hold for a specific time, than I can do an action in the scri...
We are looking at a UCCX/UCM deploymenty. In the case of music while in queue for the callers..what's the source of that music? Is it local from the UCCX servers, or does it need to come from Call Mgr MoH?Thanks
I am trying to come up with a plan to handle sig digits for CVP. My configuration is Verizon SIP Service -------->CUSP --------->CUBE-----------> CUSP in my CUBE I can add a voice translation to add sig dig for CVP 222XXXXXXXXXX I was thinking of usi...
Hi everyone,Has anyone had any experience, why cisco ucce CAD wouldn't send BAAccountNumber to CRM?CAD sometimes sends BAAccountNumber, sometimes doesn't send. Strange behavior, or should I say misbehavior, woudn't you say!? If someone had this, it w...
Hijust wondering about something. I have agents logged in but they are not in a READY state. When they are in a NOT READY state they can still receive internal calls from an internal extension. Is there any way to prevent this.ThanksMichael
CVP with CUBE, DTMF is not worknig for any calls. CVP Logs below:4192: 172.17.19.101: Sep 19 2012 20:56:47.739 -0400: %CVP_9_0_IVR-7-CALL: {Thrd=http-8000-Processor22} VBServlet:service: HTTP Request from 172.17.253.252: { CALL_ID=04A5D28000010...
I am facing below issue:Issue description : Not able to change any personal information in the agent Explorer from the Admin Workstation . In agent Explorere General TAB =, Personal information is grayed out. Need to know why it is grayed out.ICM Ver...
I am facing a strange case with calls handled by agents. We have a recording system that records the agents' calls, I noticed many calls were disconnected suddenly after 10-15 seconds.I made several TCP Dumps using wireshark, I noticed for those disc...
I have calls leaving a Script going to a main line. I was just asked if there is a way to notify the Call Handler (Live Person) it is a call from the UCCX script. Apparently there is a specific Greating for people to say if the caller is comming fro...
Hi Everyone,
We have Contact Center Enterprise UCCE 8.5.2 with CTOS integrated Siebel CRM 8.1.1 using
Cisco Unified CRM connector
On daily basis we are receiving about 100 incidents that Agents goes to not ready after
talking to customer. and the ...
Hi,I have ipcce 8.5 solution with cvp 8.5. We need to integarde salesforce reporting tool with our icm. Is there any connector or api need to devlopto fetch icm real time data for salesforce application.Regards,Dinesh Joshi
I am working to create and test an integration to Cisco ICM 8.5 connected to an Aspect Unified IP CTI interface. The solution will recieve agent and call events from Unified IP and consume them to understand the state of activity and available agen...
Hello;We need to upgrade for UCCE 8.5(x) so the CVP and ICM will be 8.5(x). The problem that I am facing that I would to keep using webview because it is more friendly user for the customer to generate reports. Is it possible?Because the CUIC is some...
