Hello, I am currently trying to configure this functinoality on UCCX 8.5.1: If a caller rings back within 30 minutes, I would like him to be transferred to the same agent that handled the previous call if it is in Ready State. Otherwise it should be transferred to the next available agent. I know this can be done with the Session steps, mapping the calling number. I have checked Cisco Reference Documents and tried some test scripts, but I can´t get it work yet. I would need some help about how to implement this. Thank you very much, Héctor ... View more

Hello everybody, I have been for the last two days stuck with this issue and I would need some fresh ideas to solve this problem, or at least I would like to know if it is the "correct" behaviour or not. We configured extension mobility on our CME and it worked well: the screen refreshed automatically when the user logged in or logged out, with its user profile. Then we integrated the CME with a UCCX, and when we tried to configure the UCCX login service on CME we overwrote the "url authentication" command from extension mobility. It seems it is impossible to have both CME EM and UCCX login "url authentication" commands on the CME configuration at the same time. For EM: url authentication http://<IP>/CCMCIP/authenticate.asp mobility <password> For UCCX login: url services http://<IP>:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp url authentication http://<IP>:6293/ipphone/jsp/sciphonexml/IPAgentAuthenticate.jsp   Now extension mobility still works, but with a strange behaviour: the login/logout screens on the phone don't close properly (they don´t refresh). You can close them manually by hitting Exit a several times. My questions are: Has anyone faced this issue? Do you have a valid configuration of a CME integrated with UCCX, and with Extension Mobility configured? Is it possible to have two "url authentication" commands on the CME configuration? Thank you for your help, Héctor ... View more

Hello, I would need some fresh ideas about this issue... I am configuring a new UCCX 8.5.1 installation. My client is requesting me the following behaviour, which I think breaks ACD rules. But it has to work this way. When a new call arrives it has to be answered by an agent, it doesn´t matter if it is busy or not. If the agent is busy, he will place the current call on hold, say to the new caller "Hello, please wait a minute", and then place the new call on a queue and continue talking with the old one. The new call on the queue will follow then the normal behaviour, and will be transferred when there is any agent available. How could I implement this? This is my idea: The call would enter an application, that would transfer the call to a hunt group configured with the agent extensions... the agent then would answer the call and transfer it to another route point that would queue the call. I am going to test this, but I would like to know if there is a better way to implement what I need. Thank you, Héctor ... View more