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- About rossporubski
08-15-2018
rossporubski
Member since
10-13-2006
Participant
Created by
rossporubski
in Contact Center
in Contact Center
03-28-2018
05:53 AM
03-28-2018
05:53 AM
Hello,
I'm trying to identify the report which will provide these two stats "Per Agent", not as a summary. I can get the summary results with the "Common Skill CSQ Activity" report but that isn't what the supervisor is looking for.
Any help is greatly appreciated. Thanks to all in advance!
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Labels:
Created by
rossporubski
in Contact Center
in Contact Center
03-09-2018
11:30 AM
03-09-2018
11:30 AM
We do have a 3rd party recording product but it's licensed based and primarily for our contact center reps. The agents in question are configured with their main number configured in CM User Management>End User as both primary and IPCC so that they can login to agent exclusively for their Supervisor to leverage the live monitor feature. The business won't spend for ZOOM licensing if they're not actual contact center reps.
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Created by
rossporubski
in Contact Center
in Contact Center
03-02-2018
07:55 AM
03-02-2018
07:55 AM
follow up?
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02-27-2018
08:41 AM
Big problem discovered.....
We are still leveraging client side CAD in CCX. We do not have a definitive transition date to move to Finesse.
While CAD does still work on WIN 10 machines it appears that live monitor does not. Anybody who has been upgraded to WIN 10 cannot be live monitored by a supervisor.
Besides the obvious, upgrading to CCX v11 and forcing a finesse transition. Is there any other recourse or fix to enable audio on live monitor as is?
Thank you for any/all help in advance!
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06-19-2017
07:03 AM
Hi Dennis,
Thank you for the response, I was away on vacation and just getting back to this now. We don't use CSF devices mainly because the configuration decision to employ IPComm for work from home employees predates my employment. All of the work from home employees are configured the same way. They all have IPComm and a deskphone. When in the office they use the desk phone in conjunction with Jabber, when at home they use IPComm and jabber used to work but since we upgraded it doesn't anymore.
Additionally, I do not have any experience configuring or maintaining CSF. Any ideas why everything worked in harmony together in CM v8.6 and doesn't now in CM v10.5?
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Created by
rossporubski
in IP Telephony and Phones
in IP Telephony and Phones
06-12-2017
12:06 PM
06-12-2017
12:06 PM
Hello,
We recently upgraded CM from 8.6 to 10.5. One of our work from home users identified an issue she's experiencing with IPComm and Jabber at home.
When she works from home and a call comes through she can answer the call with her IPComm over her USB headset without issue by picking up the call on IPComm. She has full functionality and can communicate with the caller.
If a call comes through and she answers the call with with the Jabber "answer button" it does pickup the line on the IPComm but there is no audio through the headset and the MIC doesn't work. No functionality at all.
Is this common, has anybody else had any complaints? She has been with the company for almost 10 years and pre-CM upgrade she had full functionality with the headset answer the call directly through IPComm or with the answer button on her Jabber. She also cannot use Jabber to one click any calls from her directories. Same problem, it opens the line and dials but there's no functionality with the headset. It's almost like Jabber doesn't recognize a communications device is attached.
Thanks to all in advance.
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06-08-2017
09:47 AM
Ok, both of what you mentioned are exactly what I advised the business unit. And there's no chance I'm making them all supervisors. Thanks!
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06-08-2017
05:33 AM
Thank you for replying David, we have yet to transition to Finesse since our upgrade to 10.5. We are still in a CAD environment and plan on doing the full transition to Finesse in August.
As for CAD, I do not know of any native function which would allow agents to view agent order in queue. Would you agree there is no feature?
As for the CUIC report on Finesse desktop. Would this be a real-time report which updates automatically based on order change due to other agents state changes in queue?
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Created by
rossporubski
in Contact Center
in Contact Center
06-07-2017
10:38 AM
06-07-2017
10:38 AM
How can agents see other agents state and time in said state in CAD? We have a very competitive sales group and they want to know the order of longest available for all agents in ready.
I can see this in Supervisor and I know agents can see each others state in CAD, but can they see the order?
Thank you to all in advance.
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Labels:
06-01-2017
08:05 AM
That's it. It never applied the firmware upgrade after I sent the reset instruction from CM Admin. Unplug and re-plug didn't do it and neither did **#**.
Factory reset was the answer! Thanks Jitender.
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06-01-2017
07:29 AM
I cannot check the network settings. They're grayed out.**# says settings are unlocked but everything is still grayed out.
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Created by
rossporubski
in IP Telephony and Phones
in IP Telephony and Phones
06-01-2017
07:28 AM
06-01-2017
07:28 AM
Hi Jitender, We already have the files on the network. There are over 400 phones which have the newly branded image applied. The ones that didn't update after initial change were manually changed by me per phone. There were about 30 phones which needed to be manually updated. As for these phones I've taken out of inventory, they've all been updated with the latest phone load, everything else on the phone works fine just not the background image.
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Created by
rossporubski
in IP Telephony and Phones
in IP Telephony and Phones
06-01-2017
06:52 AM
06-01-2017
06:52 AM
Hello, I have a few phones I'm re-distributing out of inventory due to a summer intern initiative hiring college kids temporarily. I've re-assigned the phones to the new subscribers but I'm having a problem with the background image. We've kicked off a new branding background image since these phones were last on the network. I've reset them several times and I am still unable to change the background image, it doesn't even show up under Settings>User Preferences>Background Images. It only shows the old background image and says "Selections Unavailable"
Is there any way to force the phone to find the new image on the server so I can select it?
Thank you to all in advance, any help is greatly appreciated.
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Labels:
05-18-2017
01:11 PM
Hi Sean, I appreciate the response. The problem is, I just configured 2 new EM subscribers last week and they work fine. Coincidentally I've been doing this same job function for the past 5 years in versions 7, 8.5, 10.6. I tested those two phones and they're working fine. I configured 3 new phones today and they're not working. I did the old stare and compare and everything checks out. I've reset, restarted the phones. Removed the controlled device and added back, removed the subscription and added it back. It's not applying to the phones.
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Created by
rossporubski
in Collaboration Applications
08-15-2018 06:23 AM
08-15-2018 06:23 AM
Thank you Anthony, all fixed.
Created by
rossporubski
in Collaboration Applications
08-15-2018 05:07 AM
08-15-2018 05:07 AM
Hi @Anthony Holloway Thank you for both replies, I don't do much text
talk so I'm not really aware o...
Created by
rossporubski
in Collaboration Applications
08-14-2018 04:52 AM
08-14-2018 04:52 AM
Hi Pavel, thank you for the reply. I've checked all of the settings and
don't see anywhere you can h...
Created by
rossporubski
in Collaboration Applications
08-13-2018 12:10 PM
08-13-2018 12:10 PM
Hi Jaime, following up, can you be more specific what HTH Java is in
reference to? Thank you
Created by
rossporubski
in Collaboration Applications
08-10-2018 09:53 AM
08-10-2018 09:53 AM
Hi Jaime, thank you for responding. She had the latest version we have
on the network, (11.8.3) inst...
Created by
rossporubski
in Collaboration Applications
08-10-2018 08:50 AM
08-10-2018 08:50 AM
I have one EU who works from home and office. She has a desk phone when
in the office and Cisco IPCo...
Created by
rossporubski
in Contact Center
03-28-2018 05:53 AM
03-28-2018 05:53 AM
Hello, I'm trying to identify the report which will provide these two
stats "Per Agent", not as a su...
Created by
rossporubski
in Unified Communications Infrastructure
03-28-2018 05:46 AM
03-28-2018 05:46 AM
Hello, I'm trying to identify the report which will provide these two
stats "Per Agent", not as a su...
Created by
rossporubski
in Contact Center
03-09-2018 11:30 AM
03-09-2018 11:30 AM
We do have a 3rd party recording product but it's licensed based and
primarily for our contact cente...
02-27-2018 08:41 AM
Big problem discovered..... We are still leveraging client side CAD in
CCX. We do not have a definit...
Created by
rossporubski
in Collaboration Applications
07-24-2017 08:32 AM
07-24-2017 08:32 AM
Answering my own question, it's an IOS 10.3.3 release integration called
callkit. So that's the answ...
Created by
rossporubski
in Collaboration Applications
07-24-2017 08:01 AM
07-24-2017 08:01 AM
Hello, We have recently begun the roll out of our corporate Jabber
mobile app initiative on handheld...
Created by
rossporubski
in Collaboration Applications
07-24-2017 07:17 AM
07-24-2017 07:17 AM
Yes, ours does the same thing, external calls take anywhere from 30
seconds up to a minute to connec...
Public Statistics
| Date Registered | 10-13-2006 06:39 AM |
| Date Last Visited | 08-15-2018 02:19 AM |
| Total Messages Posted | 505 |
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Helpful Votes From
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