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UCCE 10.5 environment with integrated Egain and ICM picks the agent. 15 agents in a chat skill, 10 set to handle 3 chats at a time, 5 set to handle 2 chats at a time.
Sending the task (Chat) to a skill group in the ICM script. The problem is: age...
Hi all, Is there a way to adjust the time between call backs the system makes to a caller who doesn't answer on the first call back? I would like UCCE (10.0.2)/CVP 10.0.5 to call back once every 5 minutes. Now it seems to attempt a callback to the...
Hi all,
We have some calls going to an ASR server from VXML GWs that shouldn't be going there. We know this because ASR licenses are being used when none should be used.
Call flow is typical SIP: Cube -> Cusp -> Call Server -> UCCE -> VXML Se...
I have an ICM platform with ~ 200 Agents in Production. I need to add 1000 agents. Can I do this in a bulk import without having to export and then re import the existing agents? Thanks
I am working on this. I can write a query in CUIC to collect the post call survey results based with the GUID. The problem I have is relating it back to the Agent that took the call, which is what the Business would like to see. They also want to ...
Thank you so much Terry. This is for the outbound dialing campaign in UCCE but it still helps. I will move this to Contact Center Forum.
Much appreciated, Paul
