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I have recently upgraded our Call Center v3.5 to CCX 7.0(1). The processes of adding an agent are not quite the same. I seem to have a problem getting the agents to show up in the Cisco Supervisor Desktop Application. The agents seem to be able to...
I am currently troubleshooting a 7960 that will not let the user pick up the handset when the phone rings and have the ringing line be answered. She has to press the line button in order to pick up the line. This is not how other 7960 phones work. ...
I am looking for the SQL statement that can be used in a query (Query Analyzer) against the CDR database to convert the format from Epoch to MM/DD/YY 00:00:00. I've googled "Unity Epoch time" (as mentioned on one forum posting) and even asked TAC, bu...
Is it possible to set the "Maximum Number of Calls" on an Extension to 8?I have an office that would like to have an extension for their Sales calls. They would like this extension to show up on 3 or 4 different devices and when one person is busy (...
I upgrade my os to veriosn 2000-4-2sr15 last night and now the WFEngineService is running the CPU at 100%. The call center has not reported any anomolies.Any suggestions? Is that a process that I can stop without impacting the call center? We are ...
I'm sure that the rmcm application user has the right permissions, because I have other users that were working just fine. This was the first user I added since we upgraded and this little piece of the instructions was missing. It was the only thin...
Thank you both for responding, but this has been resolved. I think it was resolved by adding the the Standard CCM End Users, Standard CTI Allow Call Park Monitoring, and Standard CTI Enabled groups to his ID. When I did this yesterday, I still cou...
Jonathan,Thanks for responding, but I have already done that. He's listed under the Resources, and is in a Resource Group and a Team, has an extension and the phone is associated with rm_jtapi. Like I said, I can see him in the RealTime Monitoring, ...
Thank you. This was the answer. The user was not hanging up her phone correctly and it was catching on the nib. When I walked over to her and turned the nib upside down, it worked just fine... so chalk this one up to "User Error". I never even thou...
