david.macias

Member Since: Nov 04, 2005

English
david.macias commented on UCCX design question related to CSQ's & reporting in Contact Center 2 days ago

I think your best bet is to just have a single CSQ or handful of CSQs and create a custom report...

david.macias commented on UCCE 11 Agent Reskill Timeout in Contact Center 4 days ago

If they are not using the reskill URL, then what URL are they using?

david.macias commented on UCCE 11 Agent Reskill Timeout in Contact Center 5 days ago

Are you making a skill change and the tool is timing out? If that's the case, then there's...

david.macias commented on ICM 10 CTIOS Agent Licenses in Contact Center 5 days ago

They are paper licenses, so how many did you buy? In theory they are concurrent. david

david.macias commented on UCCX outbound campaign in Contact Center 1 week ago

Yes, you need premium. david

david.macias commented on Finesse database dips in Contact Center 1 week ago

I think you're confused about HTTP and REST. REST rides on HTTP, so in theory they are the same. My...

david.macias commented on Finesse database dips in Contact Center 1 week ago

Oh boy, are you using Nuance to recognize things like people's names? What are the names of some of...

david.macias commented on Finesse database dips in Contact Center 1 week ago

What information is needed in order to figure out where to transfer the call? For example, is it...

david.macias commented on Finesse database dips in Contact Center 1 week ago

I'm not sure I completely understand your use case, but UCCX can do a DB dip with a few basic steps...

david.macias commented on call back script in Contact Center 1 week ago

I would consider moving away from this approach if you have such long queue times. Why don't you...

david.macias commented on Unable to deploy apps thru CallStudio 9.x in Contact Center 1 week ago

Can you deploy a local copy of it and them move it? That error seems suspect to me, did you check...

david.macias commented on Specch capture in Contact Center 2 weeks ago

Not what I was imagining. I can't think of any way to do at the packet level and even if you could...

david.macias commented on Specch capture in Contact Center 2 weeks ago

How are you doing speech now? david

david.macias commented on Specch capture in Contact Center 2 weeks ago

I would do it on the Nuance side. You can set Nuance to capture every utterance. david

david.macias commented on Would it cause any harm to stop the DBworker process on the logger and let it restart during business hours? in Contact Center 2 weeks ago

I think you're over complicating this, just have separate tables, less things which could go wrong...

david.macias commented on Finesse agent desktop see the other agent on different Team in Contact Center 3 weeks ago

Simplest solution is to create a CUIC report and make it public to all agents. david

david.macias commented on CVP Call Studio - concatenate variable data in Contact Center 3 weeks ago

I don't have an ICM script editor handy right now, but look at the following example: left(string,...

david.macias commented on CVP Call Studio - concatenate variable data in Contact Center 3 weeks ago

Look at the build in functions of left(), right(), mid(), find(). If you provide a specific string...

david.macias commented on Ask the Expert: Cisco Unified Contact Center Express (Unified CCX) 11.0 and Beyond: Feature Design, Deployment, and Troubleshooting in Contact Center 2 months ago

I don't use UCCX a lot, maybe 1-3 projects a year, so some of these might be rather basic. - Are...

david.macias commented on UCCE Queue to skill group node consider If in Contact Center 2 months ago

That looks good. david

david.macias commented on UCCE Queue to skill group node consider If in Contact Center 2 months ago

You should not have a consider if for General, just do 1. That way calls will always queue to...

david.macias commented on UCCE Queue to skill group node consider If in Contact Center 2 months ago

Depends on what you're trying to accomplish. A 1 will queue the General calls to Specialist. A...

david.macias commented on Area Code routing in UCCX script in Contact Center 2 months ago

I've not checked this, but is there a range you can collapse this into? Like 200-299 = USA, which...

david.macias commented on ICM scripting in Contact Center 2 months ago

I hope these hundreds of subroutines go to an IVR for all the real heavy lifting. If not, this is a...

david.macias commented on UCCE Queue to skill group node consider If in Contact Center 2 months ago

Don't go over the same SG node, create a new one which only have your SGs and the consider if....

david.macias commented on icm dblookup question in Contact Center 2 months ago

No, this tells it to look for a 1 in the DB like (select * from DB where column = 1). Can't answer...

david.macias commented on CUIC Multiple Reports to be Merged as One in Contact Center 2 months ago

You can create your own custom report, look at the UCCE schema document for guidance. david

david.macias commented on UCCE Queue to skill group node consider If in Contact Center 2 months ago

That's looks fine, but remember once you cross that SG node you have to go back and try to queue to...

david.macias commented on Handling Inbound Calls when Running an Outbound Auto Dialler in Contact Center 2 months ago

You'll need some 3rd party database. What I've done in the past is, have outbound app send ANI,...

david.macias commented on Large ICM Script or smaller scripts in Contact Center 2 months ago

My preference is a single larger script. Easier to follow the logic when tracing calls, easier to...

david.macias commented on Call type - impact on reporting in Contact Center 2 months ago

When you go from one CT to another CT, the previous CT is has now stopped tracking things like ASA...

david.macias commented on CVP VXML Application directing ScanSoft TTS to change language - how? in Contact Center 3 months ago

I believe we never got it to work or the customer decided to go a different route. david

david.macias commented on ICM with IP IVR scripting - play a different prompt on each queue loop in Contact Center 3 months ago

First, ICM will interrupt as long as the script is set to interruptible. Second, make your loops...

david.macias commented on UCCX IPIVR 10.5 Demo License in Contact Center 3 months ago

Open the ISO itself, there's a folder in there called licenses I believe. david

david.macias commented on Save Recordings for Call Back Feature in Contact Center 3 months ago

My recommendation would be to save this in a 3rd party server and not on the actual system. david

david.macias commented on Multiple Skills Single Queue? in Contact Center 3 months ago

You will need multiple CSQs otherwise you would not be able to keep Spanish calls away from non-...

david.macias commented on UCCX configuration clarification in Contact Center 3 months ago

I hope this helps you a bit more on how to show the agent what language the caller chose, you'll...

david.macias commented on UCCX configuration clarification in Contact Center 3 months ago

1. Yes, use an enterprise variable and put the language selection in that variable. That way the...

david.macias commented on UCCX 10.5 - Audit Skilling of Resources in Contact Center 4 months ago

You'll have to write something which queries the API to have this kind of information. And even...

david.macias commented on UCCX scripting, is this even possible?? in Contact Center 4 months ago

Is there an API you can use from the site directly? david

david.macias commented on Helpdesk incoming contact center and UCCX in Contact Center 4 months ago

Wow, I didn't know this was possible, that's cool. +5 The only issue I see is that you don't get...

david.macias commented on Agent Unable to login in Cisco Finesse in Contact Center 4 months ago

Does this happen for all agents or just one? If for all, then you're missing a setting in the...

david.macias commented on Call back queue voice message in Contact Center 5 months ago

Ok, then how about this? Instead of saving the file locally, you move it to a 3rd party web server...

david.macias commented on UCCX, UCCE, IP IVR and CVP in Contact Center 5 months ago

There is still a lot of misunderstanding or miscommunication between the two of us. IP IVR goes...

david.macias commented on Click to call on MS-Dynamics CRM in Contact Center 5 months ago

James, I have no personal knowledge, but one thing you might want to look at is what mechanism is...

david.macias commented on Finesse 10.5 in Contact Center 5 months ago

Like @Deepak Rawat  mentioned, you first need to isolate the issue. Is this happening with another...

david.macias commented on UCCX, UCCE, IP IVR and CVP in Contact Center 5 months ago

I'm going to start with saying you have a ton of reading to do if these are the questions you have...

david.macias commented on Call back queue voice message in Contact Center 5 months ago

My recommendation is to stop asking the callers to record anything. If you have outbound on UCCX...

david.macias commented on Scripting Question in Contact Center 5 months ago

Ask them if they have some sort of API or DB access (DB being easier). You'll be able to configure...

david.macias commented on UCCX Call Back Feature in Contact Center 5 months ago

I believe the UCCX ISO has a few sample scripts, one of them is a callback script. It's not pretty...

Bio

Been in the Cisco contact center space since 2004. Started out doing support for various call center customers and moved on to the consulting piece. Have been doing the design, deploy, test, fix, and cut ever since.










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