Contact Center

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!

Hello,all. We have ICM 8.0(2) duplex environment. The CTIOS supervisor toolkit is not showing the most updated team member information. It's still showing the old team member who was removed already and not showing the newly added ones. Do we need to...

Hello, I would need some fresh ideas about this issue...I am configuring a new UCCX 8.5.1 installation. My client is requesting me the following behaviour, which I think breaks ACD rules. But it has to work this way.When a new call arrives it has to ...

Hi,     The call monitoring feature not working in XP machines, but the same works in Vista. I have checked the NIC Card, both has got the same intel nic and drivers are also match each other. I have tried couple of XP Machines, no joy. I tried the r...

I have a CCX 8.0.2 cluster which runs a few dozen contact center applications.  One of the applications receives 2000-5000 calls a day, and the abandoned call rate is 2-3 times higher than the handled call rate.  I believe this to be a staffing/train...

Hello,I have computer with Windows 7 32 bit Enterprise. I'm trying to install CAD (file: setup_CAD_851) but after few seconds I get error message."The operating system is not supported by Cisco Desktop Services. See product documentation for a listin...

Hello,We are using UCCX 8.0(2) SU2. We have just configured Outbound Preview feature (direct preview mode) and have uploaded few contacts for testing first. Here I have a few questions and hopefully anyone could help me out.1.   While agents and cust...

I have a large install, with over 100 skills and CSQs.  Three agents always show up in everybody's Not Reason Code Summary Report, even though they are not assigned to those skills.  At this point none of these three agents has ever been active.  My ...

Hi everyone,I have configured 3 CSQ with skills, I want that agents handled one of them queues before other. I figured out that i can get this with set priority but the information about this, it says:Use the Set Priority step to assign a call higher...

Hi experts,Can someone help!!! How can I verify which of my agents is supported with Dialer option “outbound agent”. Currently I have more than 80 agents “ CTI-OS” for UCCE “ICM 7.5”Thanks in advance.Saeed

Hi,I want to schedule the automatic backup for ICM Components, I know the following components have to be backed up.All ICM Servers: (Router, Logger, PGs, AWs, etc.), Registry Keys, Cust_awdb (local database), Cust_SideA (Logger), Cust_hdsdb (HDS) et...