This worked great for me running Windows 10. Thanks! DJ ... View more

It would be wise to work with your Cisco Partner to get this all hammered out so you only purchase what is needed.   What features are you planning on using?  How many agents do you have? Thanks, DJ ... View more

Hi Abdul- It might also be useful to check out the Programming Guides that can be found here. Thanks, DJ ... View more

Also-  just for clarification:  This solution can be used to transfer to any number.  You don't need to use an internal extension or SNR. DJ ... View more

I suppose if you have an ASR solution you could have them speak.  The reason I use a menu option is to verify someone is on the other end and able to take the call at that time.   I've set them up where it will try several on call people and if the first cannot accept the call they just need to hang up and the system will move on to the next person. DJ ... View more

Hi James- The solution I have used in the past is a two-step method in the script. Rather than just using a Call Redirect or Call Consult Transfer step first I will use a Place Call Step to initiate a new call to the on-call number.  Once that call has been established I play them a menu that states what's going on and that they need to provide input to.  It can be anything, they just need to press a button to send DTMF.  What happens then is the second contact that you created with the Place Call Step is terminated.  You then use a call redirect step for the original contact and redirect them for the waiting on-call person. I apologize I don't have an example handy, but hopefully that puts you on the right path.  I am also likely missing a step or two as I wrote the script a number of years ago.   One thing to look out for is which contact the prompts are playing two... for example the menu that will be played to the on-call needs the second contact selected or they will not hear anything. I hope that helps. Thanks, DJ ... View more

Hi Jason-   The Agent Selection Criteria is only used to determine the best agent to take a call, but does not play a part in which call they will take.  CSQs function as First In First Out if there is no change to the call's priority.   Example Default Behavior:   1) a call comes into CS_Tier1 (caller 1) 2) a call comes into CS_Retention (caller 2) 3) a call comes into CS_Tier1 (caller 3) 4) no agents are available and the calls queue 5) an agent skilled for both CS_Retention and CS_Tier1 becomes available 6) caller 1 will be presented to the agent 7) an agent with only CS_Tier1 becomes available 8) caller 2 will still be queued as there are no agents with the CS_Retention skill 9) caller 3 will be routed to the CS_Tier1 agent 10) caller 2 will only be handled when the next agent with the CS_Retention skill is available   I really don't know anything about your environment, and this solution does not scale well, but might accomplish your goal here.    You could look at increasing the priority in the script  for  CS_Retention calls.  This will allow the calls to be answered before any call with a lower priority.   Example Increasing Priority for a caller:   1) a call comes into CS_Tier1 (caller 1 priority 1) 2) a call comes into CS_Retention (caller 2 priority 10) a) This would be set in the script with an 'Set Priority' step. 3) a call comes into CS_Tier1 (caller 3 priority 1) 4) no agents are available and the calls queue 5) an agent skilled for both CS_Retention and CS_Tier1 becomes available 6) caller 2 will be presented to the agent 7) an agent with only CS_Tier1 becomes available 8) caller 1 will be routed to the CS_Tier1 agent 9) an agent with only CS_Tier1 becomes available 10)  caller 3 will be routed to the CS_Tier1 agent   Hopefully that helps.   Thanks, DJ ... View more

Hi Bahlul- The first version you will be able to run as a virtual server, in your case, will be 9.0(2)SU3.  This should be helpful to you: Cisco Unified Contact Center Express Windows To Linux Upgrade Guide, Release 9.0(2)   Thanks, DJ ... View more

Hi Matt- Did you recently update the version of Internet Explorer running on the Agent PCs? I don't see it in the CAD Troubleshooting guide for 8.5, but there is a registry key in 9.0 that you might want to update found under Integrated Browser Emulation on page 26:  http://goo.gl/6rtaMF I had some wierd issues like that running 9.0(2) when IE was upgraded and updating the registry key fixed the issues. Thanks, DJ ... View more