Contact Center

We are on ICM 7.5.8 maintenance release.  We've been on that since last July.  We applied a patch to CVP this last weekend which should have nothing to do with my issue.  We also cycled one of our dialer PGs this weekend for maintenance, no work on t...

We have a few campaigns where records carry over from day to day and I've been struggling with a way to clear out old and completed records from the Import tables.  The dialing list tables are pretty simple as they have a status and an import time so...

We are trying to use the dialer_detail table as a return file for our outbound campaigns, and there have been some discrepancies between webview and what is actually contained in the dialer-detail table after a campaign is finished.  I am trying to f...

My helpdesk queue that was created before my time is set to take calls onsite during business hours and redirect to an offsite location after hours.  It seems that some calls are getting through to our offsite helpdesk during regular business hours a...

This formula is something old, from some limited documentation it was supposed to calculate when calls in queue were greater thant 60 seconds. Looks like a modified version of the EWT formula in the scripting guide and I can follow it along, just not...

Hello All,I would like to set up wrap up time for the outbound calls to 120 sec. I have set 120 sec in wrap up time and its working fine for inbound calls but not for the outbound calls. Please let me know the option to enable wrapup time for outboun...

What is the role of Codec with respect to CVP in UCCE deployement with SIP as signalling protocol. Is it for playing media files or setting the codec for RTP between Gateway and IP Phone.Regards,Amir Ayub

Hello,We have been using Cisco IPCC for several years now to handle calls from external customers.Now we like to use it also to handle calls to our internal helpdesk but face the issue that the IPCC will not accept any internal calls.After initial tr...

Hi, I have an installation of UCCX 8.0.2.11004-12 with 20 agents and a CUCM 8.5.1.11900-21. The request is to be able to characterize a call as abandoned, if the duration of the conversation between the caller and the agent is less than a few seconds...

Has anyone been able to install UCCX 8 without a valid NTP server ... maybe spoof it somehow?

Hi,I am using the base line BaseLinePrompt Script from the script repository to record my system prompts. The issue is that I am unable to write the new recordings to the en_AU directory even though the recordings that came with the script have been ...