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I am working on implementing Courtesy Callback for my organization. The basic configuration was built by someone who is no longer working with us when they were helping on UCCE a contact center upgrade.I have everything working but the callbacks alwa...
I am trying to determine the login state of an Application User for our recording application (Nice Inform). Is there a way to determine if the Application User is logged into CUCM?FYI - I am currently on CUCM v12.5.
Updating since I got an answer from Cisco TAC on this issue. I provided call logs and they were able to trace the call through UCCE/CUCM.Cisco TAC Response:From the UCCE Features Guide, it is mentioned that the agent has no control on when the call w...
I read through the documentation and cannot find anything in our configs to point to where the auto-answer is setup. All of the places I would expect to see something have nothing configured.I verified that queued callers who wait to be answered rig ...
Correct, standard inbound queued calls where the caller has waited to be answered do not auto-answer.Our Callback queue however, does auto-answer for the agent before initiating the call to the original calling party.This configuration is making very...
