david.macias

Member Since: Nov 04, 2005

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david.macias commented on Contac centre express 10.6(1) upgrade to 10.6.(1)SU2 in Contact Center 22 hours ago

Can you try restarting the system and trying again? It's supposed to be supported. If you can't...

david.macias commented on Contac centre express 10.6(1) upgrade to 10.6.(1)SU2 in Contact Center 2 days ago

Check out the release notes of SU2 http://www.cisco.com/web/software/280840578/132419/uccx_release-...

david.macias commented on Contac centre express 10.6(1) upgrade to 10.6.(1)SU2 in Contact Center 2 days ago

My recommendation is that you try this from the CLI. Also, look at the SFTP server and check logs...

david.macias commented on UCCE Finesse error in Contact Center 1 week ago

Change the agent ID and see if it continues to happen. Might be an issue with the PC loosing its...

david.macias commented on CAD 10.6.1 Installation in Contact Center 2 weeks ago

Personally, because it's CAD, I would uninstall and reinstall the new version. david

david.macias commented on UCCX scripting "Position in the queue" issue in Contact Center 3 weeks ago

Agreed with everything you said, a small/little volume or a steady volume call center will have no...

david.macias commented on UCCX scripting "Position in the queue" issue in Contact Center 3 weeks ago

For all that is holy in life, convince your business that this is not a good idea. Give your caller...

david.macias commented on Cherry Picking for UCCX in Contact Center 3 weeks ago

While your example might be the more "ROIready" in my opinion is not the best one. The best example...

david.macias commented on to dequeue or not to dequeue in Contact Center 3 weeks ago

So I would say that this is a business decision. If a call goes to VM, maybe your business decides...

david.macias commented on to dequeue or not to dequeue in Contact Center 3 weeks ago

This cover when I use dequeue. When I want the possibility of an agent to get the call I dequeue...

david.macias commented on Exceptions in UCCX in Contact Center 1 month ago

I think your best bets are: - Break up your IPIVR script into smaller pieces and write to ICM more...

david.macias commented on UCCX 10.6 - how to script different time for call Center in script in Contact Center 1 month ago

I believe you might be over thinking this, how about you set it up like this? If date > June...

david.macias commented on UCCX 10.6 - how to script different time for call Center in script in Contact Center 1 month ago

Assuming those hours are based on specific dates, then add a date check to your scripts. david

david.macias commented on New IVR advise needed in Contact Center 1 month ago

If you use call contact info, can you tell this caller's region? If not, why don't you use a...

david.macias commented on UCCX Scripting - Filter callers in Contact Center 2 months ago

Do this with a web service or a DB lookup, you're going to have issues doing this with XML....

david.macias commented on Phone book diplay in Contact Center 2 months ago

On the affected agents, if you go into safe mode do you get the same issue? david

david.macias commented on Call drop at Queue to Agent in Contact Center 2 months ago

You're going to have to provide a lot more detail than this. david

david.macias commented on Separate Call Types by language in a single script in Contact Center 2 months ago

You don't have to use an IVR script to set the language, just figured you were using a VXML app as...

david.macias commented on Loop Counter between Scripts in Contact Center 2 months ago

I would think you would be able to do this with sessions or just with any variable, although I've...

david.macias commented on UCCX script redirect to extension in Contact Center 2 months ago

There are various ways of doing this, but I really think your best bet might be to configure a hunt...

david.macias commented on Separate Call Types by language in a single script in Contact Center 2 months ago

Assuming you're in a recent version of UCCE, you can use dynamic calltypes and PQs. So the call...

david.macias commented on Release Call Script ICM in Contact Center 2 months ago

I think the issue is with the ingress gateway then, I'm drawing a blank at the moment, but there...

david.macias commented on Release Call Script ICM in Contact Center 2 months ago

Try the End node instead of release. david

david.macias commented on How can we read .aef file?? Is the anyway with out ccx Editor in Contact Center 2 months ago

Maybe Tanner replied offline, strange he didn't reply on here either. I'm going to send him a link...

david.macias commented on Rest API : How to grant rights? in Contact Center 2 months ago

The SG API is only accessible to supervisors on that PG. I've tested this before and it works just...

david.macias commented on Finesse Force Logout in Contact Center 2 months ago

Yeah there's really no good way to do this. Ultimately, the agents need to be trained to not...

david.macias commented on No extra tabs in Finesse Supervisor in Contact Center 3 months ago

Strange, i have UCM 10.x and CCX 10.6 and it's working fine. david

david.macias commented on No extra tabs in Finesse Supervisor in Contact Center 3 months ago

Jan, Sorry it took me a while to do this in the lab and you're close, you're just missing a tiny...

david.macias commented on Finesse Call Variables Layout in Contact Center 3 months ago

Perfect!

david.macias commented on Finesse Call Variables Layout in Contact Center 3 months ago

What about just setting the time the call was received and sending that down to the agent? Then the...

david.macias commented on UCCX finesse Auto answer in Contact Center 3 months ago

To answer your question, Finesse is aware of agent states/CTI messages. So, yes Finesse would see...

david.macias commented on UCCX finesse Auto answer in Contact Center 3 months ago

This is an interesting problem. I can't think of anything out of the box which you would be able to...

david.macias commented on UCCX Script to get list of agents in a team or assigned a skill set in Contact Center 3 months ago

If you use Postman to make the request does it take the same amount of time? david

david.macias commented on No extra tabs in Finesse Supervisor in Contact Center 3 months ago

Can you add a <columns> tag around the gadget? david

david.macias commented on ICM Script call transfered to second script verify via RCD in Contact Center 3 months ago

I can't think of a way for you to go back in time unless you have some PV data you could use as a...

david.macias commented on Finesse Gadget in Contact Center 3 months ago

One not great solution would be to create a new layout for each team. Although, I'm not 100% if...

david.macias commented on No extra tabs in Finesse Supervisor in Contact Center 3 months ago

UCCE or UCCX? david

david.macias commented on How can we read .aef file?? Is the anyway with out ccx Editor in Contact Center 3 months ago

@Tanner Ezell  Might have a solution for you, not 100% sure. david

david.macias commented on UCCX Script to get list of agents in a team or assigned a skill set in Contact Center 4 months ago

So, if you look at the dev guide for 10.x, there is a Team and Resource API method which you could...

david.macias commented on Call Back Script Problem UCCX v11.5 in Contact Center 4 months ago

Have you set your callback hold script in reactive state and see what happens? Remember that the...

david.macias commented on UCCX Script to get list of agents in a team or assigned a skill set in Contact Center 4 months ago

Depending on the version the UCCX api might be able to give you this information. Are you looking...

david.macias commented on REST call in Contact Center 4 months ago

Can you put the XML file on a webserver and try again? It needs to be accessible via http (e.g....

david.macias commented on Bring up second PG`s after a time off in Contact Center 4 months ago

Is your central controller up and running? If so, then you should have no impact to bring up the PG...

david.macias commented on UCCX Workflow in Contact Center 4 months ago

There's a sample gadget in the devnet where you can pop a site inside an iframe within Finesse....

david.macias commented on remote uccx agents in Contact Center 4 months ago

I have no problems with jabber and IPC on any machine. david

david.macias commented on PCCE Data Server Logger has suddenly stop working in Contact Center 4 months ago

The screenshot is not going to help at all, you need to post some logs. Did you check the Windows...

david.macias commented on Cisco Unified Call Center Enterprise API SmartNet support in Contact Center 4 months ago

I still think you're confusing a few things at the same time. First, if you're not getting...

david.macias commented on Cisco Unified Call Center Enterprise API SmartNet support in Contact Center 4 months ago

I think you're confusing things. First, the API is supposed to work consistently. If it's not...

david.macias commented on REST call in Contact Center 4 months ago

If you put your file in a web server and replace the C: location with a URL does it work? david

david.macias commented on Cisco Unified Call Center Enterprise API SmartNet support in Contact Center 4 months ago

Pavel, I just tried with a fully patched UCCE 10.5 and I consistently got the ADS information via...

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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