I am trying to setup a scripted AI agent. I am trying to understand how to pass data back from my contact center flow to the agent. The documentation is very limited. Specifically, this is what I am trying to do:Information from Cisco documentation:R...
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Our Call Center Agents are intermittently getting stuck in reserve.This is happening to on-site users and remote workers.They seem to resolve it by restarting their computers.I can't say for sure how many times a day it happens or how many Agents are...
Customer is having issues with an existing UCCX 12.5 cluster, so we built a new UCCX cluster (12.5.1 SU3 ES06). Replication is up, system seemed to be behaving, it's licensed, etc. However the fun began when we started trying to put a SAN SSL Tomca...
I am learning to troubleshoot scripts using RTMT. Currently we are running UCCX 15 (ES02-38)I am having problems with one of my applications\scripts. I keep seeing the following message in CUIC under the Aborted Rejected call Detail Report:I also hea...
Hello All,I'm planning to migrate a contact center based on legacy hardware to a new cisco contact center (uccx).This CC serves our customers with strict SLAs so I'll have to minimize downtimes.I'll install a callmanager cluster and migrate phone. I'...
Hi, We are on UCCE 12.6. Customer needs to integrate with Oracle CX solution. How the CTI integration happening ? Is there ant 3rd Party Solution partner with Cisco who can implement the solution.Customer might be going with Public cloud solution ini...
Hi,We are currently utilizing UCCE 12.6 with CVP 12.6. We would like to know if it is possible to change the initial VVB assigned to a call if the customer selects a different menu option from the existing IVR.The call flow is as follows: 1. The cust...
Currently I have the workday hours set to 8-5pm, with weekends closed. I would like to add unique open hours for Sat and Sun. Any ideas on how to best implement greatly appreciated!
Has anyone used this migration tool? uccx-to-webexcc-v3.4.jar.sgn.Here is a description of the tool:Discovery Tool is used to collect current configuration data from the UCCX servers in a "Read-only" manner and convert it into WebexCC discovery docu...
If this is a known bug and we are using this tool as we need the multi-media channels. Why has it been open for so long with no solution? I have used other systems such as NICE that do not this.
Hello,I need to use Agent State Change API.It is used with a Service App token. App is made by a Licensed Administrator.Any API is working for examle List address books.But in case of Agent state there is 403.In description I found this, bit there is...
Dear All,We are currently running Cisco UCCE 12.6.1 on Windows Server 2016 with SQL Server 2017. Customer is planning to upgrade only the Windows and SQL 2019 retaining the existing UCCE 12.6.1 version. The UCCE application upgrade to a later release...
We are running the PCCE 2K model with Windows & SQL 2019. We are now planning to upgrade only Cisco Applications to 15.0, without an OS/SQL change.The customer wants to change the OS/SQL after a few months. According to the Cisco document, this appro...
We run UCCX 12.5(1) (build 12.5.1.11003-511, no ES or COP installed) with CUCM 11.5(1)SU2. The plan is to patch UCCX first, then migrate CUCM to 15 with Fresh Install with Data Import, keeping the same hostname, IP and domain.What I understand so far...
Resolved! UCCX write call duration to exernal DB
Hi All,I need to write a CallDuration and other parameters of a call starting with a CallRedirect to an external database thorugh REST CALL.I'm new to uccx and i can't understand how to get CallDuration (and other call parameters) after CallRedirect ...
