Contact Center

Hi Guys,I have a customer that is requesting us a CCX solution that can be integrated with Nice or Verint workforce managment.Is this integration posible?

Guys,My scripting on UCCX is a bit rusty. I am trying to route calls to different numbers based on Calling number.Eg..When internal callers with 4 digit extension calls to the service desk, I need to route it to a different number and when external c...

Hi all,Typically we would measure the service level based on a CSQ. Would it be possible to measure it on the agent level? For example, the number of calls answered before/after service level by the agent. I guessing the CCD table would be capturing ...

HiWe have UCCE 8.0(1) Environment, We have an issue in Webview like one single agent state is always TALKING even if he loggedout. We could see the Active-Skill-group is DEFAULT_5342. We tried that paticular extension unregister state still the same....

Hi AllI am sure this is a easy one but I cannot remember how to fix this. When i log into the reporting console as a supervisor i am unable to see any agents or queues. The only agent I can see is myself.If i log into the reporting console as a admin...

Hi !!!I have the CCX 7.0.For Example:A inbound call is not answered for agents of queue "A".  So I need to alocate a agent of another queue for answer that call...How Can I to do that? The supervisor will get to manage with out a administrator??Here ...

I am new to IPCC and scripting and need some help setting up caller inputs to a prompt.  does anybody have any information on how to do that.Regards,Juan Padron

Hi,customer had CRA 3.5 scripts with DB reads. They had CRA Enhanced agent licenses and enhanced is not supposed to support DB reads/writes. See previous question here:https://supportforums.cisco.com/thread/2054794Now I got the script imported into U...

Hi,I'm trying to play a money amounts that changes frequently to a Bank clients callers through IVR UCCX 5So I'll generate a prompt from any value as 3456 or 6546 ... etcI do it but in English languageI need to have these prompts in Arabic , I find o...

Hi All,In the duplex environment, when there is a "ctisvr service" switch over to other side, the "ctios server service" window on both sides will get closed and starts automatically. Does it mean that the ctios server really getting restarted or its...

Hi,I am having a few issues with IPIVR / UCCE transferring back and forth.  What I have setup is an IPIVR script for our main reception number that allows callers to transfer to to a team that utilises a UCCE routing script.  The script contains LAA ...

I have a script where I've run into the 1000-step limit. Part of the script reads an XML file which can take up to 200 steps if the information isn't found. This is a good place to off-load to another script. I'm trying to use the trigger application...