Contact Center

Hi everyone,in ccx 8.5, How do i do to create a file into script? and obviosly it stores some custom information. I know that i can read a xml file but i haven´t found any info about stream of files with ccx editor. I want store some information into...

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...

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...

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...