Contact Center

HiDoes any one know if in ICM one can change the non interruptible feature into interruptible  in the Voice MRD.I have a customer that has Voice, email and chat and wants to be able to receive chats and emails while on a call. I know that the MRDs fo...

Hey guys, I've got some major data discrepencies that I'm trying to figure out.  Today we had 3 abandoned calls come in as shown in the Cisco Supervisor within a minute so the managers wanted me to look into why that was the case.  I looked up Contac...

Any recommendations for a Wall Board for UCCX 7.0?

Hi all,I'd like to read opening hours from an XML file. The UCCX version is 8.5.The XML looks like this: <ccdata>   <dow>       <dow6>          <open>            <from hour="8"  minute = "00" />            <until hour="19" minute ="15" />         </o...

Agent's Contact Service Queue in Cisco Supervisor Desktop is showing user taking call from wrong queue. I have checked agents skill and they are not assigned to that CSQ. What else can I look at?, Second issue Agent occasionally ends up with two call...

Hi All,I received call.peripheral variable1 from inbound call in Cisco icm scripts. I need to send the same call.peripheral variable1 value to some other Inbound call route response(different DN, different scripts). How can i achieve this in Cisco IC...

Hi,Has anyone had any experience with integrating CUCM with Altitude Uci contact center software? I need solution for making agents to enter work (wrap-up) time after handling a call? There is a configuration from Altitude, but how to make CUCM to ac...

Hi all,I'm running UCCX v8.02 SU3 in HA mode. In my master server, the Log Manager service is always showing as partial service (even after UCCX Serviceability restart) but its working fine (In Service) in my slave server. What process is this impact...

HI,I have cucm 7.0, UCCX 7.0 which is integrated with QM for recording.  By mistake i have deleted one user agent.  Is there any way to retrieve the recorded files from QM.(The recorded files for the user which i already deleted.)

Hi,I have uccx 5.0 with 51 PRE seatsIt is on 7825 H3 serverSo as per the seats, I have now 102 ivr ports licensed on my systemThe strange part is that I found in the data sheet, the max support ivr ports for 7825 is 100So how the data sheet tell the ...

Does anyone know if it possible to pass custom sip headers into UCCX?  My compnay is looking at partnering with Voxeo, they claim to be able to pass account information in a custom SIP header to CUBE, my big concern is once the SIP message arrives at...

You can filter the Contact Service Queue Call Distribution Summary Report by either of these parameters:-  Contact Service Queue Names -  Time Interval (sec) T can we filter this report with both paramters mentioned above together(CSQ & Time) or at l...