Can you attach a copy of the script? ... View more

Hicham, the users that do not show up in you CSD, if you watch the CSD long enough, will you see the user briefly appear then disappear? I had this same issue before and it was related to a bug the corrupts the splkstd.dll file, causing multiple instances of agent.exe to run on the agent's machine.  Short term fix was to have user close out of CAD, kill any running instances of the agent.exe process, then log back in.  Long term fix was to update the .dll file on the agent's machine. ... View more

Those are just the names of the fields in the XML document.  You can call them whatever you want.  I quick copied another XML I had to put the dates in there.  The script needs to know which fields in the XML it is looking at for data, so you need to specify in the script. You can change the names to "Recognized Date" and "Company Holiday" or anything else you would like.  Just make sure whatever you call them in the XML you also reference in the script. ... View more

Create an XML document (like the one attached) that has your company holidays in it.  You'll need to update it each year as the company recognized day changes each year. You will need to collect the specific day in the script, and then reference the current day against the XML document.  I've include a basic script that only shows how the date collection would look in a scirpt.  There is probably a cleaner way to do this, but this should get you started. ... View more

What version of UCM are you using? ... View more

What exactly are you trying to do?  Are you referring to the external mask, or are you referring to the ability to have a second line on the 9971? You said you've configured correctly, but can't configure. ... View more

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/script_repository_701.zip ... View more

The steps that Anand gave were if the agent was disappearing from the CSD view.  They will not help to resolve the issue of CAD disappearing from the actual agent's PC. Joe, is this happening if the user tries to login on another PC?  What if somebody else logs on to the her PC? ... View more

What version of IE are you running? ... View more

Putting a call on hold is handled by the UCM not the CCX.  Plus what happens if you put the user on hold because you need to talk to a peer or supervisor for longer than a minute?  The call would go to somebody else, even though it should not have. An even simpler approach would be if the agent is busy, have him/her go into ACW or Not Ready, so they don't get a call in the first place. ... View more

Call Park. ... View more

This is from the UCCX document, but should hold true for UCCE. Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors requires100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shifts. Each concurrent inbound voice user (agent or supervisor) requires a concurrent seat license. Each quantity one seat license provides: •Quantity one Cisco Agent Desktop (CAD) •Quantity one Cisco IP Phone Agent (IPPA) •Quantity one Cisco Supervisor Desktop (CSD) •Quantity one Cisco Desktop Administrator (CDA) •Quantity one historical reporting client •Quantity one on demand recording client (CAD and CSD) ... View more