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Here is what I am trying to accomplish:I am using a pre-route scenario today via Cisco ICM. This feature is going away. I am now trying to all previously pre-routed calls to the UCCE platform. Once reaching UCCE, I will be performing a few checks...
Does anyone know if there is still a limitation on the number of nodes a call can flow through before it is disconnected/timed out?I know back in version 8.0/8.5 this limit was set to 999. As I understand it, this limit is now configurable, but is t...
We have an issue where 2 seperate receive the same customer call. The call connects to both agents at the same time. We are on UCCE 10.5. Extensions are different. Logins are different. Agents are, however, skilled in the same agent group. Any th...
Good afternoon,Strange occurrence happening. We two different agents getting connected to the same caller/customer. We have checked the ext in CUCM, they are different. We have checked the ICM configs, different. We have listened to the call record...
Has any seen these types of errors on the Router? Since we recently upgraded to UCCE 10.5, we began getting these errors. Prior to the upgrade, we were receiving similar errors. See attached.
It does not happen all the time. The same ANI is passed to each agent. Since the ANI is not one of our pre-out-pulsed ANIs, I am thinking this is an external customer. But I can verify. Also we are using CVP. Does this help?
Well I would not want to rule out that they could be hang ups and/or disconnects. But these are going to happen constantly. I cant imagine there is not a fix or config that would help with these types of situations. Would you think? Maybe IF we u...
Bill thank you so much for responding.Vaijanath, these are inbound calls from our IVR Platform to ICM to CAD (agent) Nothing common about the calls as it happens all day long but does seem to be worse during peak call times, which is approximately af...
