Contact Center

Haven't worked with this particular vendor, but need to know if UCCX will integrate with this app.  Apparently UCCE does, but the customer already has UCCX 8 with Premium Agentshttp://www.getabby.com/

Hi,I am referring the UCCX 8.5 compatibility matrix:http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdfPer the above document, UCCX 8.5.1 SU1 is compatible with CUCM 8.6.1, it doesn'...

Hello,I know that we can get reason codes for agents actions from reasonCode field in AgentStatusDetail table.I can get the reason code but can't find out where to get the description , like logout, loggof. Is there any table that contains this mappi...

Hi,I am currently integrating QM8.5.1 with CUCM8.5 and UCCX8.5.There has already an AppUser created on CUCM by UCCX as JTAPI user. Now when I am linking QM with CUCM, I am wondering if I should create a new JTAPI user for QM only, or I should reuse t...

All,Our system includes:QM802 using Network RecordingUCCX 802CUCM 715I would like to test Backup/Restore in case problem such as Hardware failure happens. Calabrio Doc only have very short description about Backup/Restore and it is mainly about SQL B...

I have managed to get the CTI Route Point number to display on the agent phone.  Now I need to get the name of the CTI Route Point to display.  I have changed CM where I checked the option "True" for Display CTI Route Point number and name.  It still...

Hi All,We had a UCCX server hardware failure and got the server replaced.Unfortunaly we were missing our original software DVD to install the server.Is it possible to download the image from cisco site. If yes could someone get me the path.

HiI got the following error at PG machine. In thne Event Viewer I see this error message:"Incorrect arguments to EMS wrapper function (EMSTrace, EMSFail).  Message id was 0x21010003.  Format string was "CSTA BASE MSG, %s"My IPCC version is 7.1.5How c...

I can see the number when a call comes in but cannot see the name. Is there a way for me to see name and number as the call is presented to the agent? Users before could of course see the caller ID on their phone when someone called but using CAD the...

One of our customer had an issue in one of his data centers. The secondary node rebooted and after that the primary node has a locked DB where no changes could be made via gui. Only a reboot of the complete cluster was the solution. Is this a normal ...

I am trying to setup Solarwinds monitoring via SNMP on our IPCC/ICM servers.  The servers are AW, PGs and Router/Loggers.  Do the IPCC/ICM applications use UDP port 161?  I cannot start the SNMP service on the servers due to UDP port 161 is already b...

Hello,I'm creating url in my script and I would like to open webpage in CAD.How to do it?I see two possibilites, first one is to run external application, like iexplorer + url, and it should run Internet Explorer with this opened this particular page...

I have UCCX r8.02. Our agents are configured to have auto answer and calls drop into their headset, the agent set does not ring. The agents hear a tone and are alerted of the call before the caller is connected. Is there anyway to turn up the volume ...