Any body can answer what predictive method is on the rodamap of CCX outboubd dialler ... View more

Any roadmap to have cucmbe3k in latinamerica ready to be offered Sent from Cisco Technical Support iPad App ... View more

Somebody can confirm if ccx upgrade promotions exists for customer NOT HAVING A VALID UCCS.? Sent from Cisco Technical Support iPad App ... View more

We have a customer with CCX 7 local agents and recording services ( BUT NO QUALITY MONITORING) Normally records all local agents calls ( colocated with CCX. Now customer has remote agents via WAN and needs to record their conversations. According specifications and PDI case the sutiationis: "This deployment model can support silent monitoring and recording for agents at any WAN-connected site by using desktop monitoring. (Refer the Cisco Unified CCX Software and Hardware Compatibility Guide for a list of phones that support desktop monitoring). It can also support SPAN port monitoring for agents on the VLAN segment local to Cisco Unified CCX server. This deployment model does not incorporate additional remote Monitoring components, so silent monitoring and recording is not possible for agents who are using the Cisco IP Phone Agent at remote sites. Similarly, silent monitoring and recording is not possible for agents at remote sites who are using phones that do not support desktop monitoring." http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/uccx70srnd.pdf page 4-6 The list of phones not supported for desktop monitoring is listed in the compatibility guide. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf In other words CCX can support "silent monitoring and recording for agents at any WAN-connected site by using desktop monitoring" But assume you use an IP Phone that supports desktop monitoring AS RECORDING OPTION WITHOUT QUALITY MONITORING NEEDS MAC ADRESS OF AGENT how can CCX record agent calls taking into accoutn that MAC address is lost when traversing the WAN ... So the question for this dsicussion is : IS QUALITY MONITORING THE ONLY WAY TO RECORD REMOTE AGENTS OVER THE WAN OR ARE TEHRE OTHER OPTIONS WITHOUT IT?? Pease reply to ggiannattasio@conatel.com.uy ... View more

I kindly ask community if anyone can confirm if a CCX IVR WITH NO TTS LICENSES can do the following: 1-get DTMF digits from caller ( like customer number) 2-Query a database for a data associated with such entry ( like amount of payment in due) asume an decimal number XX,YY 3-PLAY A CHAIN OF PROMPTS TO REPRODUCE TO THE CALLING PARTY:   " DEAR CUSTOMER YOUR CURRENT DUE IS"   "XX" "Dollars and"    "YY"  "CENTS" Reason, all prompts are already existing records , recorded by a professional speaker and used in an existing IVR that uses NO TTS to do the example. ( DIALOGIC ENVOX IVR concatenates any set of prompts to provide audible responses based on variable data and common phrases like: dear customer.... The payment conditions are... the date of payment is .... All dates of week , mondaym tue...sunday) your balance is .... (a set of all possible mumbers 1, 2, 10, 11, 50, 51, 100, 200, etc that combine to vocalize 123 as one hundred and twenty three ) Doing so WITHOUT TTS Dialogic IVR gets outputs like "dear customer your balance is 123 dollars and date of payment is tuesday 4." AGAIN WITH NO NEED FOR TTS Please Replay to gianna@ieee.org Thanks Gustavo ... View more