Contact Center

Hi all,just a quick question (not for me as I have lack od knowledge on UCCX)We have to redirect a call from UCCX to an external resource, via ISDN. As the ISDN is the only connection provided, we have to transfer some information in the UsertoUserIn...

Hello there,Please could anyone explain to me the difference between a call being abandoned from the router queue and from the TDM queue?Also, can anyone tell me how the TDM works? Please be kind to me an use simple language.This is the definition fo...

Hello everyone.I have UCCX 7 SR 5 running with CCM 7.1.3. The issue is that 1-2 month ago I deployed a script that plays prompts, connects callersto the agents, etc..Yesturday we noticed that the strange things happen - some prompts does not play at ...

Hi,we are configuring a contingency for one site wherin the ICM script, we say Dial a PSTN number and the CVP makes a call via Gateway. The call is getting disconnected as soon as the call is sent to PSTN. I dont hear a ringing tone. The call gets di...

I have an agent that has been working but now all of the sudden she is getting "An extension on the agent phone is shared with one or more other devices. This configuration is not supported." when trying to logon to Agent Desktop with IP Communicator...

I have a client that is using UCCX 8.5(2) COP 2 with Citrix and everything is working properly except the Cisco Agent Desktop Help file (Question Mark icon).  Whenever an Agent or Supervisor clicks on the Help icon, they get a blank screen which only...

We have a normal routing script where the script finds the Longest Available Agent through the LAA node and the call goes through the Skill group node (Not Queue to skill group node), In the skill group node we do not have a failure node, incase if t...

Hi, Today I looked at the crtp in the cisco documents and tried a simple example. But that was unsuccessful.Can somebody tell where I went wrong ?steps: 1) vxmlFile = "crtp:/Documents/sample.vxml"2) sampleURLDoc = create xml doc (vxmlFile)3) sampleUR...

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...