david.macias

Member Since: Nov 04, 2005

English
david.macias commented on UCCE 10.5 on Windows 2012 in Contact Center 2 days ago

That configuration is not supported. http://docwiki.cisco.com/wiki/...

david.macias commented on Finesse screen pop gadget and call variables in Contact Center 2 days ago

Ok to confirm, 1 out of 20 calls will have no data in the PVs, right? Have you noticed any pattern...

david.macias commented on Finesse screen pop gadget and call variables in Contact Center 5 days ago

Are you able to pass the variables to say google search? david

david.macias commented on Outbound Dailer - Upload CSV records in Contact Center 6 days ago

If UCCE the format depends on your campaign configuration. If UCCX there is no way unless you write...

david.macias commented on API Help: Get List for Prompt Files and Folder in Contact Center 6 days ago

Not that I know and most APIs just don't work that way. You will have to get the folder structure...

david.macias commented on UCCX 11 Rest Call error in Contact Center 6 days ago

Might you be hitting this? https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuq25091/?referring_site...

david.macias commented on Finesse screen pop gadget and call variables in Contact Center 6 days ago

Something must have changed, any chance you pushed out an IE patch? Can you try with another...

david.macias commented on Copy contents of a DB lookup for next step in Contact Center 1 week ago

I think I follow what you're trying to do, but do you have a sample script where you've already...

david.macias commented on UCCX Upgrade Hangs in Contact Center 3 weeks ago

Strange, it's supposed to take around 2 hours. Are there any COP files you need to install? david

david.macias commented on CCB : Unable to create Outbound call control group in the Uccx in Contact Center 3 weeks ago

Deepak, I'm using the 10.6 UCCX dCloud environment. I created 2 inbound CCGs and I can't get the...

david.macias commented on CCB : Unable to create Outbound call control group in the Uccx in Contact Center 3 weeks ago

Ravi, I apologize for the confusion, I'm a bit confused myself. It appears that for callback script...

david.macias commented on Call Priority in UCCE. in Contact Center 3 weeks ago

There is a Set Priority step with Enhanced and Premium licensing. What are you trying to do? david

david.macias commented on Call Priority in UCCE. in Contact Center 3 weeks ago

Now I understand and yeah that will not work. Do you have access to PQs? Perhaps having 2 PQs with...

david.macias commented on CCB : Unable to create Outbound call control group in the Uccx in Contact Center 3 weeks ago

Ravi, Thank you for your help, I'm still a bit confused on this. So to use the callback script that...

david.macias commented on Call Priority in UCCE. in Contact Center 3 weeks ago

Drop a Q to SG node, go to properties and you can see the priority. Default is 5. Then after you...

david.macias commented on Interpret CVP and ICM Syslog messages in Contact Center 3 weeks ago

I think you want Windows to be sending the alerts. Service down and not enough storage are OS...

david.macias commented on Call Priority in UCCE. in Contact Center 3 weeks ago

Did you try what I posted? I've not had a chance to test it in the lab, but it should work as...

david.macias commented on Script *.aef file in Contact Center 3 weeks ago

You can certainly open UCCX Editor without being connected to UCCX server. david

david.macias commented on Finesse SSO Bypass URL in Contact Center 3 weeks ago

I would have to imagine that if you want to login without SSO to Finesse you then just disable SSO...

david.macias commented on Call Priority in UCCE. in Contact Center 4 weeks ago

If you set all Skill1 priority to lower you should get the desired result. Priorities are set...

david.macias commented on Requalify Call and Call type/Script Association in Contact Center 1 month ago

The only thing I can think of is that you have a problem with your DB. I would open a TAC case and...

david.macias commented on UCCX Ani Based routing in Contact Center 1 month ago

Glad you got it working and glad that you posted the answer. +5 david

david.macias commented on UCCX Ani Based routing in Contact Center 1 month ago

I'm sorry I have no clue how to actually answer or help you with your specific question, but I...

david.macias commented on UCCX Scripting ,redirect call in Contact Center 1 month ago

You'll need at least 2 steps. Get Reporting Stats step to find out how long the call has been in...

david.macias commented on Caller info in agent's desktop in Contact Center 1 month ago

CCE: Peripheral Variables or PVs CCX: Expanded Call Variables Google those to get you started....

david.macias commented on Set Enterprise Call Info for inactive contact in Contact Center 1 month ago

I believe this is expected. david

david.macias commented on Callback script - Unexplained abandoned calls in Contact Center 1 month ago

I don't recommend you do this as it's only a band aid. Figure out if there are other ways to...

david.macias commented on UCCX Contact Service Queue (CSQ) - Would like to ring all agents that are in Ready? in Contact Center 1 month ago

Why would they want this? You need to explain to them the importance of reporting and why agent...

david.macias commented on Contact Center Express 10.6 Chat options in Contact Center 1 month ago

There isn't. I'm assuming you're wanting the ability to chat with a single supervisor or agent to...

david.macias commented on UCCX - Alphanumeric Input in Contact Center 1 month ago

You can do it the old fashion way and use the alphabet in your phone keypad one digit at a time....

david.macias commented on Unexpected Call Behavior from UCCX Script in Contact Center 1 month ago

No, but you might want to get on your agents to not let it happen. Now you have options, create a...

david.macias commented on Unexpected Call Behavior from UCCX Script in Contact Center 1 month ago

Any chance calls are RONAing and that's why you're seeing inflated numbers? david

david.macias commented on UCCE CAD Upgrade - Workflows in Contact Center 1 month ago

It's been a while since I've done it, but I do believe the workflows will have to be reproduced...

david.macias commented on Call Disposition Code in Contact Center 1 month ago

Look in the ICM admin shortcut folder, I think the name of the shortcut is Help or Schema Help. Do...

david.macias commented on ECC variables in UCCE in Contact Center 2 months ago

Yes create ECC variable in ICM, yes you can pass customer name/buddy name in outbound to the...

david.macias commented on Multiple calles to accept one agent in Contact Center 2 months ago

My recommendation is to use something like courtesy callback or some method to call your customers...

david.macias commented on UCCE Agent Priority within a skill group in Contact Center 2 months ago

What @iptuser said is 100% spot on. One more thing is that you also have the power to configure...

david.macias commented on Utilizing Get and Set Enterprise Call Info in Contact Center 2 months ago

Can you share your script or part of script where you're doing the overwrite? david

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

Yes, you need premium. david

david.macias commented on Finesse database dips in Contact Center 2 months 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 2 months 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 2 months 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 2 months 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 2 months 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 2 months 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 months ago

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

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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