Contact Center

An existing customer needs to add 3 agent licenses to a v5 CCX system. Looking on DCT and checking on the GPL the part code CCX-5.0-ADDON-ENH is active however the partner is being told that this is a mistake and that they can't use it.Can you clarif...

Is there anyway to setup UCCX 8.0 where it could use a round robin type of selection criteria. in using "Longest Available" it uses the agent that is available the longest while if some other team members log out or go not ready when they return to n...

Hi All, I have the native voice recording setup and all seems OK in a permanent way however, every Friday and Monday I get no recorded files. I can't see anywhere if there is an option to select days to record - any ideas?Thanks

Hello everyone, we are planning to migrate from Windows-based UCCX 7.0 to Linux-based 8.0, right now almost all of our scripts heavily rely on ODBC and SQL connections for routing and logging calls.We are afraid that upon migrating to the new version...

Is there a Historical Report or utilitilty that can show during a selected time period what the "high water mark" is for the number of concurrent users logged in?In other words, if I have 50 named UCCX agents, and I have 40 Licensed Seats, are we clo...

Hi Friends, I am experiencing a scenario in CTI toolkit in Agent Desktop.When the Agent A log in with the Agent ID : 1234 , password : 1234 , Instrument Number : 1234 and he goes to Ready stateWhen the Agent B log in with the Same Agent ID of Agent A...

Where are the . msi packages located? I have a test server up and running with the 8.5.1 SU1 and need to get the update MSI to push out to the clients. Where can I locate the package at? I tried the below URL and I keep getting a not found from my UC...

Hello All, This IMAP for agents is driving me crazy. Can someone please confirm my understanding? Global settings:-IMAPHost/IP address - 1.2.3.4port - 143username - supportdesk (this is the email account of where I need to get the emails from)passwor...

Guys,Is there a way to see calls that are queued on the vxml gateway when queueing treatment is provided by ICM for calls. Is there any command to use to achieve this?

Hi there,If a customer gets in the wrong queue the agent transfers the customer to the correct queue by transferring the call to a script that just puts the call into the desire queue. At the moment this means that every time an agent transfers a cal...

Hi,How i can change Loggical controller id of PG. I have done the MR PG cofiguration and logical controller ID was showing 5001 but thisconfiguration got deleted by me and now whenever i am adding MR PG the logical controller is getting increased.I w...

Hello AllI managed to change music on hold file on call manager but when i made it  my  contact center didn't synchronize with the new music file.How can i load the new music on hold file to my contact center ?   ( versions are call manager 7.0.2 and...