david.macias

Member Since: Nov 04, 2005

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david.macias commented on Calls Routing by Schedule in Contact Center 1 week ago

This is not pretty, but you might try the following. - Call queues. - Send SMS to first Engineer to...

david.macias commented on UCCX - Unified CCX Maximum Agents: 400 in Contact Center 1 week ago

I'm at CiscoLive and just asked. You can configure as many as you want, but the system will not...

david.macias commented on UCCX Scripting questions in Contact Center 1 week ago

Sean, I think this is the easiest and most foolproof solution, if I wanted it done quickly I would...

david.macias commented on CVP activity log size mismatch production and lab environment in Contact Center 1 week ago

Can you compare the ActivityLogConfig.xml in both servers and see if that gives you a hint? david

david.macias commented on Agent's Finesse can not see the call variables in the body of "CallControl.jsp" gadget? in Contact Center 3 weeks ago

Is this UCCE or UCCX? What browser are you using? Finesse might seem like it has some problems,...

david.macias commented on Custom report when upgrading CUIC in Contact Center 1 month ago

You'll have to make the changes manually. david

david.macias commented on Finesse doesn't remove the teams after deleted from ICM in Contact Center 1 month ago

Do you still see them if you login in incognito mode? If you login to CUIC, do you still see that...

david.macias commented on Finesse doesn't remove the teams after deleted from ICM in Contact Center 1 month ago

How long ago did you remove them? I've noticed that they will eventually be gone, but it's not...

david.macias commented on UCCX 10.5 - Agents can see other agent state in CAD in Contact Center 1 month ago

Unless you make them all supervisors (but there's limitations with that too), there is no native...

david.macias commented on UCCX 10.5 - Agents can see other agent state in CAD in Contact Center 1 month ago

An option would be to put a CUIC report on your Finesse desktop. Pretty simple to do and will give...

david.macias commented on Issue with the call flow . when will it back to the "Queued" in Contact Center 1 month ago

Ok, so I'm glad you brought that up. You actually have a problem with your script in that exact...

david.macias commented on VXML Application Reverse Engineering in Contact Center 1 month ago

If you're going down this route, I rather Cisco force or have the option to deploy from git. Then...

david.macias commented on Issue with the call flow . when will it back to the "Queued" in Contact Center 1 month ago

Notice that your Select CSQ step has 2 outputs "selected" and "queued". The call is queued if it...

david.macias commented on VXML Application Reverse Engineering in Contact Center 1 month ago

Are you talking about a deployed application where you don't have the original source at all? What...

david.macias commented on UCCX How to open one application during public holiday in Contact Center 1 month ago

That's actually a great idea, here's what I would do using parameters. Set 3 parameters, date,...

david.macias commented on UCCX How to open one application during public holiday in Contact Center 1 month ago

The easiest thing I can think of is that you pass an additional piece of data back to the scripts....

david.macias commented on Contac centre express 10.6(1) upgrade to 10.6.(1)SU2 in Contact Center 1 month 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 1 month 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 1 month 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 2 months 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 months 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 2 months 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 2 months 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 2 months 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 2 months 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 2 months 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 3 months 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 3 months 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 3 months 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 3 months 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 3 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 3 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 5 months ago

Perfect!

david.macias commented on Finesse Call Variables Layout in Contact Center 5 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 5 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 5 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 5 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 5 months ago

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

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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