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Hello,We are running into an issue where our contact center queues are not closing according to the script that is in place. I'm entirely new to this, so it's possible that I'm missing a setting; As far as I know, this is the only place that I need ...
Can anybody explain why we are seeing a difference here in our live report, it is showing 5 agents logged in, yet showing 6 agents total. I'm seeing one more agent ready than there should be and can't figure out where they are coming from.
I inherit...
Using Cisco Unified CCX Administration v9.0.2 and we have one of our agents that is able to login into CAD, gets calls with no problem, but when she goes to log off, the reason code menu doesn't appear for her, she just gets logged off with no messag...
Hi,Is there any way to remotely disconnect an agent that is stuck in queue? The agent pressed the Login/Logout button with reason code (Shift Complete), but never finished the logout process, so now she is showing up in the agent view on the supervi...
A brief description of our setup: We use an MPLS circuit for our site's primary connection using a Cisco 1921 router. A Cisco 3550 switch connects to that. For the backup circuit we use a DSL modem which connects to a Cisco 831 router which connec...
So far (fingers crossed), restarting the CCX engine on both of our servers appears to have fixed the issue, not sure why, but I'll take any win with this system.rwalker, if you would like to see the script, I did attach it in a zip file above. Thanks...
Made the change suggested (put a Goto - Normal before the Holiday section), no fix there. I ended up restarting the CCX engine on both of our servers. That seems to have worked, so far. I don't know why the server would reject the changes to the s...
Thanks for the feedback. I did check the server timezone and it is currently set to Central (it is located in Texas). Our contact center scripts seem to be a mix of TZ[primary] and TZ[America/New_York]. The contact center facility is located in Ea...
