Contact Center

We are in the process of shifting our current HDS1 server to a new hardware with improved capacityafter taking the complete image of the current HDS and making it live on the new Hardware.When i am opening icmdba to check all the databases , i did se...

Hi,I am using IPCC enterprise ver 7.x ,IP-IVR for queing the calls and CTIOS client as agent desktop.I am looking forward to integrate it with third party application for CTI pop up.This third party application is having web interface and is using SQ...

Team - I have a new install where the cc jtapi prefix and the rm jtapi user could not created on the call manager. I get failed to create in the UM telephony configuration page. The AXL user and authentication works.I manually built the ccjtapi_1 use...

Hi,I have a lot of experience with UCCX but very little UCCE and would like what should be a relatively simple question answered.Is UCCE similar to UCCX in that when an upgrade is applied the next time users log in they are prompted to download and i...

is there any way to monitor agent features, like mute and speakeri mean to monitor how many time agent used the mute button and the speaker button

I have an issue with our UCCX 7.0(1):In RmCm -> Resource configurationJust for one particular resource - the resource group changes from "Service Desk" to "Not selected" overnight and team changes from "Service Desk" to "Default". The next morning th...

In IVR Campaign, I would want to detect if the it customer answered or Answering machine answered. I'm checking this using the BAResonse ECC variable. But it doesnt seem to work. Even the Answering Machine answered call has the BAresponse value as 'C...

We've got two queues and two levels of agents.  Queue 1 is answered by agent level 1 and queue 2 is answered by agent level 2.  We're looking for a way to accomidate special occasions where agent level 1 can answer queue 2 or level 2 answering queue ...

We are licensed for 50 agents and only have 10 logged in at this time. Of the 10 agents 1 keeps fading from the Supervisor Screen. This happens whether the Agent is Ready or in Not Ready state. Has anyone ever experienced this issue.Bill Adams

Is there a way to have the UCCX server not present to a queue call to an agent that is on another call that is not their primary IPCC extension?  I know that they could go to the not ready status prior, but I am looking to an automated process.

Dear Members,I am reading the SRND Cisco Unified Contact Center Enterprise 7.5 Solution Reference Network Design (SRND)I am a bit confused about below, Please someone clarify me1) Difference between Unified CCE and Unified System CCE2) Difference bet...