Contact Center

We are using UCCX 7.0 with CCM 7.0; is there any way that we can restrict the agent to disconnect an incoming call. I understand that we can we can achieve it on agent desktop by disabling the call answer / drop option but how can this be achieved on...

Hi, all.Has anyone ever setup the WIM/EIM 4.3(X) in a single/collocated deployment model? Our web server is in the DMZ zone and it is in a Workgroup. Then the rest of the server components stays in the IPCC domain and it is in a separate network vlan...

Hi all,  How to put the logic in ICM scripting to drop the lowest priority call from the queue by default. Pls let me know if there is some way to do it or not possible from ICM side. appreciate your valuable inputs

I have a need to do screen pops to a service ticketing application that is client-based (not web-based) that is installed on the agent desktops.  It has the capability to accept DDE calls to pop up a new ticket, pre-fill some of the fields, etc.Is th...

Hi Guys,dows the CAD from UCCX run under Windows 2008 R2 Terminal Server? I have an customer that ist using Windows Terminal Server 2008 R2 and they want to use UCCX. But the Compatibility of UCCX 8.5 says, that the CAD is only for Windows XP, Vista ...

Hi All,I have UCCX 8.5, once the Agents want to login they get the following error: "Login failed due to a configuration error. Please ask you system  administrator to associate your phone with the RM JTAPI Provider user ID  according to the instruct...

Hi,How can I implement a web integration from my website to UCCX. I just want a link from my website which open a chat or email session with the first available agent in UCCX.Thanks for your help.

Hi All,What is the differnece betwen "Transaltion Route"  and "Send to VRU"  ??  When do we use "Tranlation Route" and "Send To VRU" with CVP?? I thought we can use "Translation Route" can be used in case of IPIVR only and "Send To VRU" for CVP only....

Hi All,Why do we need to enable MTP in SIP trunk between CUCM and CVP for CVP based trasnfers???Thanks in advance!!Regards,Thammaya Gupta K.

We have configured Courtesy Callback on our CVP 8 lab using the information in the following document Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)Currently the CVP VXML applications all appear to be ru...

Hi,We have a UCCX cluster with 2 nodes running version 8.0.2.10000-41We have upgraded both nodes to version 8.5.1.11001-35 and switched the publisher to this new version. We applied the new licenses and the publisher was OKWe then wanted to switch th...

Hi,I have configured EM for the contact center agents via phone login, but it requires AD credentials when you subscribe the contact center to the EM profile. This means I need to enter the credentials for the agents; i dont see EM carry forward the ...

I've opened a TAC Case regarding this, but I figured posting this one here as well couldn't hurt.Here's the scenario, and note it affects inbound calls from the PSTN via the SIP Gateway to CUCM to the UCCX as well as CUCM phone to phone calls.Called ...