There is a way that an agent can "fake" a phone call. That somehow they can manipulate the system to show that they are answering calls that are not there. Are there any reports that we can look at to see if there is one agent answering multiple...
Is there any way to disable or monitor the Agents going off-hook.this is making a huge productivity loss . Once the agent goes off-hook , he will not get the call until the default timer is timeout and phones goes On hook.It will also help , if there...
I need to modify a call center script which will redirect the customer to another contact center(call center) basically after they press option 1 for example, it redirects them back to another script.I don't have a test env for this to test..here is ...
Anybody here had problems with the AQM application when installing antivirus on the server?Any impact on recording and communications between client PC's and server?Thanks in advance!
Hi AllI wanted to know is there any material or documentation that I can read that will teach me how to write a script for UCCX. The reason I ask is because I have an office that wants an auto attendant configured and I've created the voice prompt an...
So I have a have a script with mutiple queues in it and I have a agent made to see 2 of these queues. The issue is when the Agent answers they need to know which queue it is that was called so they know how to answer the call. So if queue1 is answer...
Hi all,I'm using UCCX 8.5. When there is a call from outside to a contact center and when agent is still ringing, the caller ID presented in the agent is CTI port number of UCCX. I wonder if it is possible to change this CTI port number to outside ca...
Hi,I have a couple of questions regarding EIM (integrated and not):Is it possible to set preffered/sticky agent for non intergated queues?How can I set integrated agent to see other agents emails/tasks/activities?Through non integrated agents I can a...
Is there any way to change the Agent Ring/No Answer settings per team or workflow basis?The System parameter which controls this, is for the whole CCX cluster..Some of our teams want it one way, and some want it the other way..Any ideas?CheersDion
Hi,I am trying to change the font size for the Cisco Agent Desktop 8.5. I am aware that the way to do this is to change the Windows font size settings, however when I change the font size with Windows it changes font sizes for all other tools that we...
Hello All,I am seeking a suggession on a issue which seems to be lying with network.Agents are located in different location and all remaining Cisco components like ICM, CVP and CCM are in data center.Agent succesfully logs in via CTI os Dsktop agent...
I was hoping anyone could help me with why this happens when a Script that contains custom Java classes causes this:9050348: Dec 03 02:05:57.283 EET %MADM-SCRIPT_MGR-3-UNABLE_LOAD_SCRIPT:Unable to load script: Script=/CCInfoCollection.aef,Exception=c...
I need to read a database that have X nums of rows, Once I read a row I have to do some logic and based on that logic I should either go back to read the database or terminate.I already have my Java element created to read the data...
Our Agents ACD line appears on the 2nd button on the phone device and the Agents Primary Line on the 1st button. When the agent uses their Primary Line, call monitoring will pick up their conversation. Is there a way to disable the...
