One of my Service Desk Chief's are asking how Service Level is DEFINED. From the UCCX Administration Guide it states that Service Level is "the target maximum number of seconds a call is queued before it is connected to an agent". ...
I am the Program Manager for our Cisco Unified Comm systems. We are operating CUCM 8.6 and UCCX 8.5 in an enterprise cluster over WAN. I have administrators at several sites, so looking over their should is not an option when they go in ...
OK - i think i understand what you are trying to do. You allow your agents to sit in any available cubicle and log into UCCX.Yes, that would be an issue.In our environment, we hot seat, but the agent always sits in same location, so the default phon...
Hi - I might have a solution for youwe use "hot seating" in our organization.The default "phone" profile has a fixed DN (extension) that, as you would say, is known by the supervisors.Each AGENT, on whatever shift they work, has their own DEVICE PR...
FYSAOur organization upgraded to 8.5.1 SU4 on the 21st (last week) wit no issues.Couple of point:1) allow plenty of time to FTP/SFTP SU4 to your inactive partition2) make sure the update completes after you perform the "switch partition"3) Dont forg...
