I have been observing an issue with CVP Call Server IVR latency, which is the average amount of time in milliseconds it takes the IVR Service to process a New Call or Call Result Request. The call latency starts at about 30 ms, builds up to 600 ms ov...

Any thoughts on how to address this Rest element error related to Java security?   10.217.108.18.1510702047280.1883.NBS_IVR,11/14/2017 17:27:40.181,EnterpriseANIRoutingLookup,custom,DEBUG,WSUTIL doHTTPRESTRequest getHTTPResponse EXCEPTION: Exception ...

Does anyone have any experience with offloading UCCE EMS files to Splunk and then converting them to a readable format?

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...