Contact Center

Hello,I'm using custom script for recording prompts from the phone. With the time too many prompts accumulated in a directory and I want to arrange them to directories according to applications. I can't find how to move the files, prompt management d...

Hi,we are using Cisco Unified CCX 8.5.1 for a while now, and things are working fine.We have several applications running with local (LAN) or distant agents (WAN).We have one site where UCCX cluster is running and CUCM cluster is running and cisco 28...

Hy,can someone give me a hint, what services can be monitored by the CCX make sense?ThanksBen

If a agent belongs to multiple queues is there away for the agent to know which queue the call is coming from.The end user is using ip phone agent, not desktop agent.ex.queue a xyz company salesqueue b xyz company supportThey want to be able to greet...

Hello,I have a live duplexed UCCE system operating with version 8.0(2). ICM components are : ProggerA, ProggerB and AW.In order to solve some CTIOS freezing issues, I need to install patch 8.0(3). I am planning to upgrade CTIOS as well as ICM softwar...

Hi!I was wondering if it was possible to combine automatic and non-automatic wrap-up?I want to configure it to have a 10 sec automatic wrap-up after each call. But I also want the possibility to enter the work status manually if more time is required...

I have 48 workflows to launch 2 files based on rules surrounding the CalledNumber and Call Variables based on a ringing event.  also, these files are stored on a network drive.  1 of the WFs is for recording. My issue is that when we need to add or m...

Hello,I am trying to configure a menu microapp to repeat the prompt in case of wrong or no entry, the configuration is as follows:1-2,,2,2,2Interruptible and Overridable boxes are not checked.The configuration works, and the prompt is repeated twice ...

In the activity logs I see _dnis and _ani with some values. Can I know what are these variables and why we use them?The Userguide says that they are sent by default. Just wondering why we use them.sample logs - 10.157.42.111.1341401471616.3134.LOC,07...