Hey guys, we're running UCCX 5.0 in a customer service center and we're having a problem where during peak times customers are holding for an extremely long time because we don't have enough staff to answer all of the calls. I've been tasked with changing our main IVR so when let's say there are 20 people waiting for an agent from the CSQ it will say something like "we apologize for the inconvience but due to the high volume of calls at this time we are not able to accept your calls. Please try a gain". Yes, I know that's not ideal and I know that's not good customer service, but we're in the process of hiring more staff but it will take a while.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...