in UCCX skills are assigned in multiple ways using skill and de skill tool or in management portal where you create queues and skills you can add agents.  You may want to search adding skills to agents or adding agents to a skill.   Good luck. Baseer. ... View more

Hi Fran, I am helping a client adopt LRG's simply put its simplification of number of Dial plan with minimum CSS and Partitions.  This is not replacement of line/device but will replace multiple Route patterns, route lists etc to utilize common ones as central to all sites. Old way one to one relationship with multiple CSS and multiple Partitions and RP, Route lists etc LRG's will use same CSS, Partitions where ever possible and using their RP, Routelist plus using local devices. Hope that helps. Baseer. ... View more

Digger, long time.  How did you resolved this or have done any thing else similar. I am pre routing with Genesys and CSR's are in UCCE. ... View more

Sounds like network or heart beat issue.   Check your PG logs and CAD logs. ... View more

Ryan, Can you explain non technical term what is the user impact or what is the problem to call delivery? when you route calls only through one PG pair and one CVP and same CUCM what happens? Can you test without UK site into picture then what happens and lastly does it matter where the call is eagressing? Thanks, Baseer. ... View more

I have to agree with Amir.  Amir bhai good to see you out there helping.  I worked with him he knows alot. You need to explain your users and the usage. I did not see versions that matter and is ucce 9.x an option if yes consider moving away from skills based routing. Regardless here are some options: You can have both ICM's as is and build a gateway between you can then do every thing prety much You can consolidate to one ICM then where are you going to host it, what location etc etc Your user count has alot to do as well as your desired redundancy level If you can consolidate all UC users on one cluster and UCCE on another you can do that You can have calls go to multiple skill groups on different ICM instance however a skill group cannot span multiple instances.  It can span multiple PG's If your user count support you can have single PG support multiple servers (clusters etc) You need to spend some planning time with your clients(departments) each option comes with its own limitation and merits. Good luck. Abdulbaseer. ... View more

I beived i used the integration / configuration on cad or ctios.  Look for http integration.  I don't have any current editors or a way to check my old scripts. Good luck. Baseer. ... View more

wondering your call flow or is this script may be copied from another platform that had dual IP IVR? can you trace the call and see  in your script if the call fails at a particular spot and is it alternating? good luck. Baseer. ... View more

Yousef, Salamu alaikum, This is a codec mis match issue or the lack of DSP resources. Your recording system may it be verint or whatever requires certain codec however when your caller is being transfered or has a wait time it gets to that level and drops the call or when the initial party drops off the caller tries to negotiate the call and it gets dropped. I bet you it drops at the same time for every one.  And if you take out recording system it does not happen.  Also this is something else I have helped State Farm so look for my other posts I may have answered this before too. Thanks, Baseer. ... View more

Hello, Assuming that you have right version of UCCX (premium etc) you can use one of two methods using http or xml integration or doing a direct odbc connection. If you are going after a data base where this info is located then in your IVR script you make the data dip calls store the desired info and play it back to your customer If you are going after a public or private webpage then you need to build the http connection you will be integrating like webservice and extract your information from a particular spot and storing it to a field then playing back to your customer Both of these methods are explained in the scripting guide for uccx. -Baseer. ... View more

Atif, If memory serves me right, CTI events are controlled and communicated by Siebel connector.  So when your users close Siebel or any other CTI controlling connector this will be same as closing CTIOS or CAD without proper logoff.  This will keep the phone out of synch and keep the user automatically into not ready to prevent any callers going to this device. Simple answer you have to train users and make sure they close Close applications properly. Thanks, Baseer. ... View more

Thanks. ... View more

Thanks. ... View more

David, If it makes sense we are willing to add 6 pg’s or 3 pg pairs what will be then our max count of ucce agents? -Baseer ... View more