Contact Center

We are currently evaluating Webex Contact Center as we consider transitioning away from UCCX. In our existing setup, if there are more than three people waiting in the call queue, an email is automatically sent to the supervisors to alert them. I've ...

I am working on a pop-up link for an email channel, when an email comes in, I would like to pass the Subject line of the email to the "TaskRouted" flow where I could use the Subject line content to pop-up a web link. Please Help.

Hi Guys,We have outbound dialer with Preview mode.System is able to reserve an agent and agent can either accept or reject the call (10 mins of preview time by default). But sometimes agents are taking longer time to choose their action and remain in...

Anybody know if there is UCCE 14 planned?  If yes what is the ETA?Or is there going to be numerous SU releases for current 12.5 / 12.6 versions and no v14?Thanks 

I have a list of customer numbers with are associated to agents. There is 10 agents and about 12000 numbers. Each number is associated to one of that 10 agents. My case is to check incoming number and route it to an agent.  I have no option to store ...

Sharing an issue regarding VIP's when using O365 for ECE We have a client who created a VIP for ECE and allowed traffic to it externally. We kept getting a No Reply Address error when trying to generate the O365 Token (we were in incognito mode, serv...

This is happening in our Lab environment, need to fix it so people can reskill and avoid it in Prod. After deploying ucce 12.5(2) on new Windows Server 2016 VMs, a security scan found Apache Tomcat Version 9.0.62 to be vulnerable and suggested to upg...

Hi , Need clarification, I made a call to PQ and agent where busy. CCB application got played and it told me hold time was 16 min, I selected a call back and less than  3 min it call me back.  why the huge discrepancy?  Can you anyone help me to und...

Short Story.  UCCX 12.5 moved to a new Data Center (fresh install) but deployed as Unified IP IVR as there are no longer any Agents/CSQs, etc.  The box is only functioning as an IVR.The Contract is up for the licensing and I am trying to find the cor...

Hello everyone,  I'm configuring an IVR on UCCX that has a menu to dial the digit for the option the customer wants to talk to. When calling from an extension registered on CUCM, the option is selected and forwards the call as I configured on the scr...

Hello Cisco Community, In our environment, we are running UCCX 11.5, and we've recently outsourced routine administration tasks to a vendor. This vendor has a team of engineers, and we want to provide individual logins to each engineer for better acc...

This situation drives me absolutely nuts. Got a call from a customer.  Their UCCX server was throwing an error when the script tried to transfer to voicemail.  I cracked open the script, and saw the call redirect.  Debugged it, and sure enough, it wa...