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Nathan Luk
Online
Beginner
I have over 9 years experience in implementing and supporting Contact Centre technology and business enterprise TDM and IP telephony. I have extensive experience in the deployment of contact centre technologies across a wide range of products including Cisco UCCE, UCCX, Calabrio WFO, CUCM (Enterprise, BE and express), Verint QM, Genesys, NICE and Avaya CM.
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CCP Member
15 Accepted Solution
1 Accepted Solution
5 Accepted Solution
30 Helpful Vote
10 Helpful Vote
1 Helpful Vote
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Member since ‎07-28-2005
126
Posts
41
Helpful
19
Solutions

ICM 7.2 Outbound

Created by in Contact Center
08-02-2011
08-02-2011
Also keep in mind that the ports are not only used to make the outbound calls but are also used for ...

Script Change Option Display

Created by in Contact Center
08-02-2011
08-02-2011
Hi,In the UCCX script on the menu branch that they've selected assign some text to a Call Variable a...

UCCE 7.5: outbound vs. inbound

Created by in Contact Center
08-02-2011
08-02-2011
David is correct. I would at the very least strongly recommend that a subset of the agents be assign...

UCCE 7.5: outbound vs. inbound

Created by in Contact Center
08-02-2011
08-02-2011
Ok assuming Inbound skill group is called "Inbound"Create "Inbound_Overflow" skill groupAssign outbo...

Re: Agent - Multiple Skills, how to distinguish calls

Created by in Contact Center
07-30-2011
07-30-2011
To add to Gabriel's suggestion what I've also used with clients is setting up a CAD workflow to pop ...

CAD agent detail real-time display

Created by in Contact Center
07-27-2011
07-27-2011
Hi Robb,Found my old TAC Case. It was for an upgrade from 7.2.5 to 7.5.6 so you might be hitting a s...

Re: Call Transfer by Agents in UCCX

Created by in Contact Center
07-27-2011
07-27-2011
Was the 2nd agent's handset ringing or was CAD just going into the reserved state without the phone ...

UCCE 7.5: outbound vs. inbound

Created by in Contact Center
07-26-2011
07-26-2011
Just to second all the previous comments, outbound only agents sounds like what you are after. Howev...

CAD agent detail real-time display

Created by in Contact Center
07-26-2011
07-26-2011
Hi Robb,What versions are you running? I've done UCCE upgrades before (I think from memory it was 7....

Workforce Management Adherence

Created by in Contact Center
07-26-2011
07-26-2011
Hi Jason,The problem is that WFM doesn't currently have support for Not Ready reason codes (it's on ...

Re: CSQ Limits & Call Customer Variables

Created by in Contact Center
02-21-2011
02-21-2011
Hi,Q1. Is the above proposal feasible.Yes but it would require custom reports to be developed if you...

Re: Cisco QM : End-point and Server-side Recording simultaneousl

Created by in Contact Center
02-15-2011
02-15-2011
Hi,QM 8 supports 711, 729 and 722. Be aware that when using server-side recording (both SPAN and BiB...

Re: Predictive Outbound dialer- IP-Phone not getting reserved

Created by in Contact Center
02-15-2011
02-15-2011
Sounds like version differences to me. You said you were running 7.5 in UAT, any particular version ...

Re: Predictive Outbound dialer- IP-Phone not getting reserved

Created by in Contact Center
02-14-2011
02-14-2011
So the CTIOS toolkit goes into reserved state ok and then the call just gets dropped through? What v...

Re: UCCX 8.0 Script

Created by in Contact Center
02-02-2011
02-02-2011
Hi Neel,You're correct in that you use a select resource step. In the properties of the step set the...
Public Statistics
Date Registered ‎07-28-2005 05:04 PM
Date Last Visited ‎01-20-2021 04:57 AM
Total Messages Posted 126
Total Helpful Votes Received 41
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