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 reporting gives the reason code 50002. As per Cisco its because of CTI server Failure/Agent desktop closed/network Problem.  But In real there is no network issue, Agent not closing the Agent desktop. Also if this is the case agent should be logged out but in pratical its stays logged in but moved to not-ready state(Reason 50002) It could be  miss communication between UCCE and Siebal CRM connector. One more thing its not happening with one customer only it happening in many deployment on Version 8. Especially the one integrated with Siebel. If anyone face the same issue please share the experience and the solution if found any! Regards, Atif Tanveer ... View more

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 for agent to hang up the call from Agent desktop release button to activate transfer application? Thanks, Atif Sent from Cisco Technical Support iPhone App ... View more

Hi Everyone, WIM 4.3 Standalone mode WIM 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 behavior and reassign that particular chat to the same agent after pushback happened ? Assuming only one agent is avilable. If there are two agents then chat get assigned to other agent but never come to the same agent and in reporting stays in "Chat unassgined" Appriciate your feedback Thanks, Atif ... View more

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 compatible with CUCM 8.5 So please advise ... View more