Our customer released an RFP for a contact center that should satisfy specific requirements. We are proposing UCCX 9.0 that fits all the mandatory and optional requirements in the RFP except for the following three points where we need your assistance to verify:
1) End to end Reporting: Grave reporting provides the exact chronology of each call on your system from the moment the call hit your phone switch to the instant the call ended., with transfer success and failure report
2) Advanced Reporting & Analytics: The ability to have data that show trends (AHT, ATT, etc.) and also enables advanced statistical analysis
3) Outbound Solution: Outbound Solution with ability to predict the unreachable MSISDNS then forwarding the reachable calls only to the agents.
Unfortunately, this is all we had from the customer. I reviewed the documentation and found that CUIC "Agent Detail Report" partially addresses the first point and fully addresses the second point. The customer want to generate detailed reports for calls starting from the user calling the contact center and and the call treatement inside the queue. I'm not sure if we need CUIC premium or a third party solution to fully satisfy both points 1 and 2.
Regarding the third point, the customer wants to achieve predective outbound dialer functionality without reserving the agent during the outbound call establishment. Also, once the called user answers, he get forwareded to the agent or get queued maybe in case all agents are busy.
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...