Contact Center

Anyone heard when this patch is going to be released?  It fixes several bugs and adds Windows 7 compatibility for agents, supervisors and historical reporting.  I have been waiting for this patch for over a year.  Cisco originally announced Q2 2010, ...

According to Cisco's website, UCCX 7.0(2) was due to release 4QCY10... however, nothing has been posted and I was beginning to wonder if this release has been postponed. Does anyone know when this will be released? From my understanding, 7.0(2) addre...

We are using UCCE 7.x and agents login to CAD through numeric Agent ID,Is it possible for Agents to login with thier windows domain user id instead of agent id ?

Hi,are there any option for monitoring the application level services within ICM, CUCM and other components of IPCC from any external monitoring tool. for example i want to monitor if the CUCM Services running are up/down ... etc.If we can monitor th...

Hi there,I am trying to create a quote for ESW service level for the following products and I need to know which products I need to have on my quote:Do I need to include all the products on this list?QuantityProductDescriptionListPriceCONTACT CENTER1...

Hello, my name is Eric and I`ve some doubts about Cisco Agent Desktop 8.5 client. Can someone answer me as fast as possible?1)Can I install Cisco Agent Desktop or Cisco Supervisor Desktop on Macbook (Apple's Operation System)?There is some guide that...

Is the Traffic from CAD Marked with DSTP?

Hi All,In IPCCE environment, some of the agent to agent transfer calls are failing with the below error.Couldn't find CallConnection with DeviceID of 32767308.  CILConnectionID:9I can see this same device ID 32767308 for all the failed calls. This d...

I am looking at the best queuing stratergy for the a better customer experience. I have attached three approaches in the PPT file that I could think of. Let me know if there is any better queuing techniques which will not adversely affect the reporti...

Hi,I'm wondering if I can get an alphanumeric string from the users, I know that we can get digits using Get Digit String but what about getting characters so for example I can send an email for the caller email address or any other purposes.. could ...

Hi all,I need to perform an upgrade for a client of UCCX 7 with Workforce Optimization to the latest and greatest, but I'm having trouble determining exactly what I need to order from the Product Upgrade Tool. Especially with the QM component, as the...

Hi All,We have some 30 agents in CCX. Now I want to group these agents. Agents has to be grouped in 5 different groups. Kindly give me the configuration steps to create different groups and to assign the agents into the group.