Contact Center

Resolved! Counting the total number of calls offered to the ICM per day

Hi Team,Does anyone know if there is a table providing the total number of calls offered to the ICM per day ?I looked at the Database Schema Guide and I couldn't such an information.Eventually is there an SQL request that anyone knows which could pro...

Resolved! Upgrading from UCCX 8.5(1) SU2 to SU3

Our current setup is HA over WAN using ESXi.I have the release notes, but can anyone help me locate an upgrade guide or documentation for this type of upgrade?Has any ran into any issues performing this type of upgrade?Thanks is advance.

UCCX agent multiple queues

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...

ICM and CTIOS upgrade from 8.0(2) to 8.0(3)

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...

Combining automatic and non-automatic wrap-up time

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...

CDA workflows intermittently work in 8.0.2 SU3

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...

CVP Menu Microapp Disable Built-in CVP prompts

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 ...

Resolved! "close" call center script example for UCCX8.5

Good morning. Looking for an example of an application that would "close" our help desk under some condition. In 7.x we did this via a script that writes an xml document to the windows server with a status of "open" or closed that is then acted on by...

Resolved! UCCX SQL access for third party application

We have a requirement from customer to allow read access to UCCX database. This account would be used to query the UCCX database and it will use as a service account for another system.Please let me know how create DB account on UCCX.UCCX version:7....

Resolved! UCCX 7.0 - SingleNode-Access the SQL db_cra

Hi,We have a stand alone UCCX version 7.0 with SQL MSDE. To facilitate some form of custom reporting, the Business wants us to provide a read only access to the underlying db_cra so that they will just perform a bunch of Select statements to reacd th...

_dnis and _ani in activity logs

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...

Resolved! Real Time Reporting Stats - UCCX

Hello,I wonder how often the statistics of the real time reporting stats are refreshed.For example about average talk duration, contacts handled per queue. Are those stats only reset manually with the button and when the CCX Engine service is restart...

Quality and WorkForce Management ACD data and some problems

I installed the Quality / Adv Quality Mgt. and than i installed workforce management services. I have access panels each service no problem. But, I constantly getting the following mail from WFO and I do not know how to solveWFM2001 Message:The Captu...

Internet performance very slow using DM-VPN

Internet Speed very slow , when Tunnel establish by DM-VPN. HUB to Spoke and Spoke to Spoke Internet very slow. also local internet very slow.for contact: shahjs2002@Yahoo.com+966-542239758---Posted by WebUser Shahzad Khan from Cisco Support Communi...

CUSP Module is not accessible

Hi,when i try to login to cusp mudule it's not responding. i removed the device from TACAC and try to login locally but have the same result. can any one tell me how to fix this.Regards,Neeraj Suriyal

Contact Center

Forum Posts

Resolved! Counting the total number of calls offered to the ICM per day

Resolved! Upgrading from UCCX 8.5(1) SU2 to SU3

UCCX agent multiple queues

ICM and CTIOS upgrade from 8.0(2) to 8.0(3)

Combining automatic and non-automatic wrap-up time

CDA workflows intermittently work in 8.0.2 SU3

CVP Menu Microapp Disable Built-in CVP prompts

Resolved! "close" call center script example for UCCX8.5

Resolved! UCCX SQL access for third party application

Resolved! UCCX 7.0 - SingleNode-Access the SQL db_cra

_dnis and _ani in activity logs

Resolved! Real Time Reporting Stats - UCCX

Quality and WorkForce Management ACD data and some problems

Internet performance very slow using DM-VPN

CUSP Module is not accessible

UCCX 12.5 Unexpected Shutdown

Set Wrap up Time for Warm Transfers in UCCX

Cisco Community Enhancements

ECE 12.6 - read content from email body

UCCX - Seat Licensing confusion

Wall Boards and Contact Centre Manager

UCCX Agent Fails to Login via IP Phone After Extension Mobility Login

Webex CC API (Get list of teams in organization)

Integrating Webex CC with MS Dynamics 365

UCCE outbound dialer with multiple skills