Contact Center

Are there any kind of creative work arounds for getting past the ridiculous 32 character limit when logging into the CCX Agent?We are moving toward using the User Principal Name (UPN) in CUCM LDAP which means that the domain is now tacked onto the en...

Customer has an installation of AQM 8.5.2 for UCCX that we have installed....twice.  We can succesfully get through the entire setup, it validates everything, etc.  But after that the fun begins.If you try and come back and modify the settings, it re...

Hello,When try to Silent Monitor an Agent using my CSD, I can listen it through my Laptops speaker or headset (if plugged in). Is there any way to do Silent Monitoring by using supervisor's IP Phone?If there is any document that supports the answer, ...

Hello,I have generated the report "Agent Historical All Fields" using CUIC for a group of agents. The report displays the data grouped by agent name first, and then grouped by Skill Group. In my case, all the agents belong to the same Skill Group. Th...

Hello I need help, When I open report from Webview Iget this message.There was an error running your report.Please try againd and contact your webview administrator for further information.Error Message:ICMDW Erroropenreport():LibraryExport Failed- a...

Problemas al cargar Cisco CCX 8.5 licenses.

Guys,I am trying to upload a prompt from the FTP server to the UCCX repository. I am able to download a prompt from the FTP server and to write to the customer folder, but I cannot upload it to the repository. Did anyone tried to do that ?

Recently upgraded from UCCX 5 to 8.5.  We've been using the Answered event in the voice contact work flow for a long time in UCCX 5 to start call recording for all calls to 2 of our teams.  Since upgrading to UCCX 8.5, CAD has been intermittently eit...

Hello,Which is the name convention for SPX/REC files in Cisco Advanced Quality Management?

Hello,When using the “Recording” step in UCCX 8.5, the audio is saved to a variable from “Document” type, and seems to be encoded to a sort of string.In order to send this audio to an external application we should understand the encoding method so w...

We are running CUCM 8.5, UCCX 8.5 and AQM 8.5.  We added additional groups to the recording workflow group and ever since, we are getting no recordings.  Not just not from the new groups, but agents we were recording before are no longer recorded.  W...

Hello,Is it recommended to install Microsoft Office 2010 on all ICM servers? The purpose is to configure an email profile on the servers and SQL would automatically send an email on the completion of backup jobs.Thanks,Justine.