can I say that AnswerWAitTime in SGHH is equal to the DelayTime, RingTime, NetQTime, LocalQTime from termination_call_Detail. I tried to do the comparison but this does not match. Can anyone clarify, i will be more grateful.
Hi,I have to create a contact center for many stores.The structure of the menu and the structure of the prompts are allways the same for all the stores.The only thing is prompts are different.I have a different application ( trigger ) for each store....
Hi all,Using a Script.aef I would like to receive ANI and DNIS from CAD.I already have an user.layout configured and I can get others values using Call.PeripheralVariablex normally, but I don't know how I can get ANI and DNIS.Does Anybody know how ca...
Hello,I see documentation on CAD and recording running on MTS and Xen/App but I have a couple of questions.1. When they mention MTS, is that supported only in terminal server sessions (RDS) or does that include virtual desktops (Hyper-V)?2. Is ther...
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...
Hi there,I’m trying to setup UCCX8 call Monitoring and Recording Server in the lab , For this purpose I'm installing UCCX 8.0 with the version 8.0.2.10000-41 as a second node on another VM of VMware workstation which will be used for enabling Monitor...
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...
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.
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 ...
