Hi Lara,   you have to insert a new IF node after the queue to skill group node and the "IF" node should have an expression as " Call.TimeInQueue>120 " (here 120 in seconds ==> 2 min) this will validate the time of the particular call spend in the queue.     Regards, Shalid  Please remember to rate useful posts, by clicking on the stars below.   ... View more

Hi,    Since the required configuration at your CUBE seems to be correct, Will you be able to perform a packet capture from CUBE as well as from IP phone / Softphone to identify whether you are receiving the packets from ITSP or it is the problem inside your network.    then you will be in a better position to troubleshoot further.    Regards, Shalid bet     ... View more

Hi Haris,    Did you try with UCCX Agent Not Ready Reason Code Summary Report?  but the limitation with 10 reason code. You may have to create multiple custom report based on the summary report if you have more than 10 reason code defined.  Reference Page 32:  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106.pdf   regards, Shalid ... View more

Hi, A VoIP Gateway is simply a translation device, which converts analog and digital telco lines to VoIP and vice versa. For example, if you have traditional telco phone lines and you want to use them with a VoIP phone system, you will need a VoIP Gateway.   Cisco Unified Border Element (CUBE) is a unified communications border element that bridges voice and video connectivity between two separate VoIP networks. It is similar to a traditional voice gateway, except for the replacement of physical voice trunks with an IP connection.   Traditional gateways connect VoIP networks to telephone companies using a circuit-switched connection, such as PRI. The CUBE connects VoIP networks to other VoIP networks and is often used to connect enterprise networks to Internet telephony service providers (ITSPs).   CUBE can be deployed virtually on the UCS server.   extract from Cisco doc.   you may find some useful information and answer to query over this link. FAQ - CUBE   Regards, Shalid    ... View more

Hi J Smith,    What configuration that you are trying to delete.? is it dial-peer or just a few commands from the gateway related to SIP configuration?  could you please provide more details.        Regards, Shalid  ... View more

Hi Aman, as you mentioned, two CSQ's do not have, wrap up time enabled and the issue is intermittent. Then it is behaving as expected. When call delivered to the CSQ's which do not have a valid wrap-up time enabled, then the agents will not get the wrap-up options. you can cross verify this by looking at the CSQ of the call has been handled when the issue occurred. so I advise you to collect the call details when the user experiences the issue. cross-check what CSQ the call has been delivered. Regards, Shalid ... View more

Hi Arjun, Just wondering, if you are specifically looking for the call type reference with the scripts, I think you can use the script reference option in the configuration manager. if you select the Call type as target type, then it will display all the scripts which have the selected call type in use. you can also make use of the view available in UCCE AWDB, Script_Cross_Reference to find out the call type and script reference ID. Regards, Shalid ... View more

Hi Aman, As Joshua said, this configuration supposed to be done at CSQ level. there are two configuration parameters which you should set up correctly for those CSQ's. 1. Set Automatic Work to Enabled 2. Enable the Wrapup Time and set it to X seconds I think the wrap up should work if it is an inbound call come via UCCX and then agent transferred to another queue or agent. Regards, Shalid ... View more

Hi Morten, As far as I know, the call manager support subscription against the number of licenses on your platform. if you do not have any kind of support subscription, you will not get support from Cisco TAC or not able to upgrade to the new versions. with respect to the phone itself, the phones still work in the set up as long as you have sufficient/appropriate user licenses in your call manager. but you will not be able to raise RMA against the phone if you find it faulty. Regards, Shalid ... View more

Hi, Can you say is it UCCE or UCCX? and what version it is? In UCCE, you can check the time configured for the wrap-up time in Agent Desk Settings configuration. login to your Admin workstation and launch Configuration manager. Tools >> List Tool >> Agent Desk Setting. assign the proper agent desk setting to the agent from the agent explorer window. The transfer is considered as an outbound activity in ICM, so you have to configure the wrap-up mode for outgoing options. Regards, Shalid ... View more