cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
611
Views
10
Helpful
5
Replies

Help Required: Live Call Status Tool

Mayank Nauni
Level 1
Level 1

Hi,

We have Cisco voice setup and are looking for a tool which can provide us :-

  • Live Call Reporting
  • Agent Status
  • Agent Idle Time
  • SLA ( Call attended /abandoned)

Is there any tool which can provide us these details? Can Cisco CCX help us with this?

Thanks in advance!

Mayank Nauni

-Regards,
Mayank Nauni
CCIE#48541
Cisco Champion 2019
1 Accepted Solution

Accepted Solutions

anchoudh
Level 9
Level 9

Hi Mayank,

Yes, it is possible with UCCX.

Please use the Real Time Reporting Tool (Tools > Real Time Reporting from the Unified CCX Administration menu bar.)

and Historical Reporting from UCCX to get the overall system reports.

You can also use the CSD (Supervisor) "Real Time Displays" to get the Team level reports.

Refer page 27 onwards in the below link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/user/guide/csd90ccxug.pdf

Please refer the UCCX documentation for more information on this.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Hope this helps,

Anand

Please rate helpful posts !!

View solution in original post

5 Replies 5

anchoudh
Level 9
Level 9

Hi Mayank,

Yes, it is possible with UCCX.

Please use the Real Time Reporting Tool (Tools > Real Time Reporting from the Unified CCX Administration menu bar.)

and Historical Reporting from UCCX to get the overall system reports.

You can also use the CSD (Supervisor) "Real Time Displays" to get the Team level reports.

Refer page 27 onwards in the below link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/user/guide/csd90ccxug.pdf

Please refer the UCCX documentation for more information on this.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Hope this helps,

Anand

Please rate helpful posts !!

Hi Anand,

Thanks a ton for your prompt help; may I ask you if there is some tool to generate an IVR response from a text?

Regards,

Mayank Nauni

-Regards,
Mayank Nauni
CCIE#48541
Cisco Champion 2019

Hi Mayank,

Thank you.

Are you referring to TTS (Text to Speech) server here?

If yes, please find the below UCCX compatibility link where in it talks about the supported TTS vendors.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Please refer the column "Speech Server" with specific version of UCCX.

Hope this helps,

Anand

Please rate helpful posts !!

Mayank Nauni
Level 1
Level 1

Hi Anand,

Yes you are right; I actually want to upload a message to our IVR… we have a text file, I am looking for some software who could convert this text to .wav file. Any recommendations?

For example...

Thank you for calling

[company name]

.  To assure our quality of  service, your call may be monitored.  If you know your party’s  extension, you may enter it at any time.

-Regards,
Mayank Nauni
CCIE#48541
Cisco Champion 2019

Hi Mayank,

I have used Naunace and IBM in the lab with UCCX 8.x and both look fine. But I will let others also comment on this based on their experience.

Thanks,

Anand

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: