Contact Center

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...

Hi all,I'm having a problem with UCCX historical reporting - we're running both an old IPCC server and a new IPCC server simultaneously.However we have installed the UCCX 7 historical reporting and pointing it to the new UCCX server and now it still ...

Hello Everyone,I installed UCCX8.0 in vmware with premium demo licenses, and interoperate with CUCM8.0.When I logged in Cisco Agent Desktop, I got following error "The ID you entered was net found".Could anyone help me?Thank you for any input!