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Hi Everyone,
We have Contact Center Enterprise UCCE 8.5.2 with CTOS integrated Siebel CRM 8.1.1 using
Cisco Unified CRM connector
On daily basis we are receiving about 100 incidents that Agents goes to not ready after
talking to customer. and the ...
Hi Everyone,Regarding Post call survey. Each caller should be transferred to IVR survey for evaluation. The question is after agent hang the call regardless from agent desktop or IP phone in any case will call be transferred to survey ? Or its must f...
Hi Everyone,WIM 4.3 Standalone modeWIM pushback the assigned chat after Default 40 Seconds. Thats fine and can be increased. But that chat never get re-assigned to same agent agian who missed it before.Question: is it possible to change the default ...
We have CUCM version 7.1.3.33026 on MCS server we want to migrate to 8.5 on UCS But we don't have the 7.1.3.33026 CD so we can't install it again and restore also we can't upgrade the MCS to 8.5 directly as we have UCCX 7.0.1 which is not compatibl...
Hi Everyone,During the chat session Agent usually see the alert on the close “Slow but still connected” as per the document it’s a connection speed issue between Customer and the Web Server (Please correct me if I am wrong)If this is the then can any...
I was closely monitoring the Agents and found that this CTI Failure incident happens when Agent directly close the Siebel CRM browser without going to not-ready state. Is it possible to change some parameters in Seibel CRM driver to stop sedning CTI ...
Ok I found the solution in the file on file server "eglv_liveconfig.properties"There is parameter “MARK_AGENT_UNAVAILABLE_ON_ACK_FAILURE” and set value to true. This will change agent state to not available in the chat. And once Agent manually chang...
another question , is it possible to upgrade the publisher only to version 8.5 and take the backup then revert to version 7.1.3 through version switch option ?
I just dont want to upgrade UCCX till iam done with the CUCM on the UCS as i will replace the MCSso if there any solution that will not affect the UCCX please let me khnowanother question , is it possible to upgrade the publisher only to version 8.5 ...
