Customer is currently running CCX 10.5 with Finesse 10.5 and is moving first to 11.6 and then later this year upgrading to 12.x globally. The request has been made to be able to have the Supervisor add/modify/remove Wrap-Up Reason codes for the specific Team that they manage.  This is a feature that they had with CAD. From reading the Administrative Guide, it looks like only the Platform Administrator can do this, at least in 10.5. In either 11.6 or 12.0, is it possible for the Team Supervisor to manage their Team's Wrap-up codes while the Platform Admionistrator manages the Global and the Team specific codes? ... View more

Is there an Ignore Softkey for the 8821?  Decline softkey send the call to voicemail and what the customer wants is that the call should then roll to the next phone in queue.   ... View more

Environment is CUCM 11.5 Customer wants to have some of the same softkeys that they had with the 7925G.  Specifically, they need “Immediate Divert or iDivert softkey” which they need for integration with their Nurse Call system.   Are these supported?  Customer says they are not in their list. I see reference to something in CME that is a workaround but not in CUCM.   Thoughts? ... View more

Customer is running CUCM 11.5 and Expressways for Remote users to use Cisco 88xx phones at home. They are wondering is there is anything that they can do to strengthen the authentication of these phones with some kind of MultiFactor Authentication. I have been searching around and I am not finding anything specific on this.  Are they really handled by the CTL file that is initially installed on the phone before it goes home? Your feedback is appreciated. ... View more

In the Planning guide for Emergency Responder, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cer/11_5_1/english/administration/guide/CER_BK_R00ED2C0_00_cisco-emergency-responder-administration-guide-1151/CER_BK_R00ED2C0_00_cisco-emergency-responder-administration-guide-1151_chapter_01.pdf?dtid=osscdc000283 There is an indication that there is a timer within CER that is for holding the number that called 911 mapped to the ELIN is default to 3 hours.  Customer would like to know where this value is set so that they can modify it, if they want to. Can someone point me to where this is set? Thanks. ... View more

Customer's 8865 has dropped into Preservation mode twice in a 30 minute WebEx call. Running latest 11.5 firmware. Without going to 12.0, is there a good firmware version they should be on? ... View more

Getting ready to upgrade customer to CCX 11.6.  They are interested in doing Web Chat once they are upgraded.  Assuming that they have the Prem licenses, do we still need to spin up Social Miner to do the interface with the customer's web site or is there an alternative?   ... View more

Customer has come to me with an interesting routing / load balancing question. Scenario: Large MPLS cloud to 50+ remote Branch locations with two Data Centers, A and B. The PE routers in the cloud at each branch has connections to bothe Data Centers. The PE routers are configured to see equal cost paths to the two Data Centers.   The Data Centers have Dark Fiber between them and they have the Server Vlan 172.16.10.x available at both sites. ServerA is in location A and Server B is in location B They will have HSRP on the gateway routers in location A and B with the RouterA being the primary.   Problem: The customer understands from the Branch we can load balance stream by stream traffic back to the Data Centers to use under normal conditions.  What they are concerned is that all return traffic is going to go out through RouterA. Looking for some way that we can load balance out bound traffic from the Data Centers so that traffic from ServerA will go out RouterA and ServerB will go out RouterB, but failover seamlessly to the other location. Moving ServerB to a different Subnet would be the option of last resort.   Does anyone have any thoughts? ... View more

Looking for a document that lists the steps that need to be taken to successfully move a CCX server on 10.6 from one AD Domain to another.  I have found this for Call Manager and Unity but not for CCX.  Can someone point me to some documents? Thanks ... View more