Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...
dearswe are running IPCCE 7.1.4 CCM 4.2.3 CVP 3.1 and CTIOS 7.1.4 (no vxml server) H.323 wih GK, we have a requirement which is : customer called the CC and handled by agent after the call finished the agent should transfer the customer to an IVR sur...
Here is the scenario:I have agents that have the same sets of skills and levels and are assigned to multiple queues.I have a call waiting in queue1 and in queue2 that these agents can handle.When an agent becomes Ready, how does the system decide whi...
Hello,We wants to upgrade from 8.5 to 8.5(1)SU1.After check the web page in cisco we found many upgrades files, so I confuse wich one use and if I need to use all, in which order. Also the readme file ciscouccx.851SU1RecMonFixes.cop.sgn said this mus...
Hello All,I am not sure If I am using the right term here. I am stuck with a new requirement raised by the customer. PLease help me with this.There are to groups of agents L1 and L2. whenever a support call comes in, it should go to the agents in the...
Hey All,Just a quick one i'm hoping. I'm trying to develop a script that places callers into the Queued branch for the CSQ Select Resource step but will give an option exit the Queue if * is pushed at any time. My question is how would i go about doi...
Hi All,We have this very frequent problem of CAd getting logged out for all agents at a site but there is no problem with the ongoing calls. MIVR Logs shows Reason code as 32765 which points to Connection down. But the agents are using Cisco IP commu...
I have upgraded the OS image to 2003 1.5a SR19, and installed the UCCX 7.0(2) yesterday, everything seems fine. But when I use the icd.aef by system default, the call routes between agents, and agent do not anwser, the call will be dropped automatica...
I am having a weird recording issue os out UCCX 7 (7.01-SR05) and wanted to see if anyone else may have experienced this. We have an agent that has been recording correctly for the past 6 months since we upgraded. All of a sudden a week ago the recor...
Dear Gents,I have a question regarding contact center, let’s start with the existing scenario:There is a simple contact center script with multiple menu options for the caller to choose one of them let’s say, 1 ènew subscription, 2 è complains, ….etc...
Hi All;When pressing Mute, in the reporting it does not appear. How to make this appear in the mute as the agents is using it and that cause the calls to take long duration for nothing.Any help?RegardsBilal
We are testing a new UCCX setup. Everything works when calling form an internal line to the trigger or from the DID to the trigger but when our operator transfers a call to the trigger the call will enter the queue and the agents phone will ring but...
Hi all,If a user goes into the wrong submenu (complaints) and the phone agent answers. The question of the user will be off topic (lets say new subrscription), but lets say the Agent answers him and helps him. The call will be recorded in the wro...
Hello everyone,Hope you're all doing well.Has anyone had any experience integrating UCCE and SAP, but with CAD, not with CRM Connector?I am in the middle of the project that will include this integration, and I would like to know what are the experie...
Hi guys,Wondering if anyone knows a way to bulk delete Teams in 8.5.1? Did an upgrade of UCCX 8.0 to 8.5.1 and everything was fine, it wasn't until a little later that we realised we were experiencing the following bug: CSCtq40046 Bug Deta...
Hi,I'm looking to implement Agent Email and was hoping someone could confirm if version 8.0.2 is compatible with Exchange 2010?Thanks in advance!
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