when my uccx system was installed by our partner they put all 150 CTI ports in one big bucket. Now that I have several applications running within UCCX I want to chunk up the CTI ports into smaller groups.
When call comes into our help desk and all agents are busy and/or not ready they get the "all agents are busy" message then silence. I have spot checked my CTI ports and both the user and network MOH parameters are defined with a MOH source.
Our company just purchased the Cisco Outbound Option and we are currently on release 8.5. Our area has been tasked to create campaigns to notify our customers whenever their service has been disconnected or when funds are low. We do not have the ab...
Hello,I am having an issue where calls that are going to a non-ACD extension are showing up in CAD. Here's the scenario:A call comes into the application and is queued for a certain length of time. After a certain amount of time, the call is then d...
Hi,is there a way to be both? If an user is for example Supervisor, i am not allowed to add him to the User List. But i have the requirement that some user can- Reskill- Add Agentswith their one Domain Account. How would you solve this? The only way ...
We are seeing that CTIOS agent stat grid is not updating on end of every call as it supposed to for few agents. The agent would have taken 20 calls but the grid still shows 5 as calls hendled. I checked the CTIOs server logs , the "newagentstatistic...
Hello All,I have a simple queue with 10 agents in it which has been routing to the longest available member of the queue. I have now had to modify the script to play a menu prompt at the start which gives callers the choice to select an option (1-9) ...
Hi,We have icm 8.0(3) installed.For some reason, the activities of calls are not recorded in the HDS. It was working before.Did anyone have faced a similar issue?Regards,Georges
I am running into Field Notice 63371 - Unable to Make Config Changes - UpdateAW Process Failure and was wondering if anyone has downloaded or has a link to ICM 7.5(6)ES73 and would be willing to share it. Thanks in advance for the help.
I'm managing a contact center currently using UCCX Premium 7.0(1)SR03_Build011. I need the following in the worst way:I need to configure the system to divide the CSR's into three groups. The first being the primary, to answer incoming calls. The ...
hi, For a perticular IP Phone extension when agent is going to login using CTI agent toolkit then CTI generatin this msg "CTI warning: The request failed because the timeout limit was exceeded". but the other ph is working fine. I have deleted this p...
Hello, I am currently trying to configure this functinoality on UCCX 8.5.1: If a caller rings back within 30 minutes, I would like him to be transferred to the same agent that handled the previous call if it is in Ready State. Otherwise it should be ...
Hello,Does anybody have comparitive analysis on how Cisco UCCX solution/features stand in contact center solutions out there e.g Avaya, Nortel etc?Please provide if you have any.Your help is appreciated ThanksKadambari
In my lab I have IP IVR 8.0, fully patched running on ESXi 5. What I've noticed is that when I upload a new script it shows to upload correctly, but when I call in it plays the old script. If I use the script editor and open the script from the rep...
i have an issue i need help to be resolved iam facing in my recording in uccx 8.5 bad quality for recording files my configuration as followingmonitor session 1 source interface Fa0/3 , Fa0/7 , Fa0/9monitor session 1 destination interface Fa0/1 ingre...
