I was asked if we could limit our agents' access to our Not Ready Reason Codes so that our agents can only choose one RC (like "Lunch" for example), but the supervisors could change agent's status to different reason codes like "on site support".  I....

When I check http://<UCCX IP>:9080/realtime/VoiceIAQStats one of the values returned for a CSQ is longestCurrentlyWaitingCallStartTime. Does anyone know how to decipher this value? For example, I placed a call into my call center at ~ 11:26 AM ET on ...

Is it possible to check if a contact has already been queued to a CSQ?  I tried using the "Get Reporting Statistic Step" to check the contact's "Position in Queue", but this doesn't work since it returns 1 even with no callers queued to it.I assume I...

Does anyone have any CDR/call accounting report software recommendations for use with on-prem CUCM? In the past I've used Verasmart, currently using ISI. Both of these solutions seem very ok to me. They get the job done, but they're not the easiest t...

I want to get the new UCCX Release 12.5 SU1 with Agents' Shared Extension feature deployed ASAP.  Now that 12.5.1 SU1 has been out a couple weeks has anyone had a problem upgrading to this?  Any pitfalls to be aware of?