Tanner Ezell

Member Since: Apr 19, 2008

English
Tanner Ezell commented on UCCX SQL Query For Current Logged in Agents on a Certain Team in Contact Center 8 months ago

While I believe it would be possible for you to determine this information via SQL, I do not...

Tanner Ezell commented on UCCX if Step to check if contains data in Contact Center 1 year ago

Please, please, please do a null check against the variable when you use methods, particularly for...

Tanner Ezell commented on Overview scripts UCCX 7.X in IP Telephony 1 year ago

Yannick, May I ask, how do you plan to document the scripts? What does that process look like for...

Tanner Ezell commented on UCCX callback script on 10.x in Contact Center 1 year ago

I don't have a problem with the position in queue loss with doing callbacks. If your call is urgent...

Tanner Ezell commented on UCCX callback script on 10.x in Contact Center 1 year ago

I never liked that approach, we played around with it but ultimately our implementation far...

Tanner Ezell commented on UCCX callback script on 10.x in Contact Center 1 year ago

Simply put the call on hold on the receiving script. It makes better design sense to break up the...

Tanner Ezell commented on Can a UCCX script load-balance calls between 2 DNs? in Contact Center 1 year ago

Your best bet without external stores is to use sessions, store the integer variable there, and...

Tanner Ezell commented on UCCX Scheduled CB for a later time or through the web? in Contact Center 1 year ago

Simply take a callback as you normally might, when getting the input from the caller on their...

Tanner Ezell commented on How stable is UCCX 10.6.1? in Contact Center 1 year ago

I would not recommend it at this time unless TAC has specifically identified the defects and are...

Tanner Ezell commented on UCCX SQL query assistance needed. in Contact Center 1 year ago

You need to encapsulate the string variable with quotes. Try the following:   SELECT * FROM...

Tanner Ezell commented on UCCX 10.5 Historical Reporting in Unified Communications Applications 2 years ago

Jaime, Yes, the historical reporting client has been depreciated in favor of CUIC. You will need to...

Tanner Ezell commented on Uccx 10 + cucm 10 salesforce integration in Contact Center 2 years ago

You're on the right track on your options: 1. Finesse integration would be weak at best. You still...

Tanner Ezell commented on UCCX 8.5 Supervisor Desktop Plug In in Contact Center 2 years ago

You'll need to assign the supervisor to a couple teams before you'll see anything in Supervisor...

Tanner Ezell commented on Interesting Client Concern: UCCX Agent Tricks in Contact Center 2 years ago

This is a classic training issue. There is no real good way to get around this, in the past I have...

Tanner Ezell commented on UCCX App For Location Proximity in Contact Center 2 years ago

Possible? Yes, however this will be very complicated and would require an external data source and...

Tanner Ezell commented on Contact center call time without queue time. in Contact Center 2 years ago

Certainly an unusual request! As David mentioned, a 3rd party application could monitor how long an...

Tanner Ezell commented on Provide skill selection to agent prior to answering call in Contact Center 2 years ago

Troy,If you are unable to use the built in facilities for CAD and must use the IP phone to display...

Tanner Ezell commented on CCX 8.5: How to tell agent is on outbound call. in Contact Center 2 years ago

John,As you've come to find out, reason codes are not exposed to the UCCX scripting engine. If you...

Tanner Ezell commented on UCCX Reporting - Call Dropped by customer and by agent in Contact Center 2 years ago

Jefferson,This is the support forums, if you need to open a case with PDI you may do so here: http...

Tanner Ezell commented on UCCX Script Exception's in Contact Center 2 years ago

I would argue it is best to know what exception(s) is being thrown and catch that, but in some...

Tanner Ezell commented on UCCX Script Exception's in Contact Center 2 years ago

You need to capture the exception being thrown and perform your action from there.Alternatively,...

Tanner Ezell commented on UCCX 8.5 Script to distribute calls to external PSTN based on percentage in Contact Center 2 years ago

To get best effort results I'd use a session with a boolean variable, it would flow something like...

Tanner Ezell commented on Renaming a document file using REST API in Contact Center 2 years ago

Try putting the absolute path to the XSD in the namespace in your request. Also, trim out the...

Tanner Ezell commented on UCCX 9 Reason Codes in Contact Center 2 years ago

Danny,Run a wireshark capture against Cisco Agent Desktop (or supervisor, either way), that will...

Tanner Ezell commented on UCCX 9.02, checking to see if agents available if not send caller to different skill in Contact Center 2 years ago

The resulting statistic should not be the same field as the CSQ identifier. put it into an int like...

Tanner Ezell commented on UCCX 9.02, checking to see if agents available if not send caller to different skill in Contact Center 2 years ago

Use the Get Reporting Statistics Step and check the logged in agents statistics for the CSQ in...

Tanner Ezell commented on Wrap-up Time in Contact Center 2 years ago

Why not setup a Not Ready reason code (i.e: "After call wrapup") that your agents can use to make...

Tanner Ezell commented on Number of queues an agent can service, UCCX vs. UCCE in Contact Center 2 years ago

Mike,My goal was to clarify the requirements, in this case we are suggesting they are logically...

Tanner Ezell commented on UCCX integration with Altitude uCI in Contact Center 2 years ago

If you're not seeing the agents in the real-time reporting applet (not Cisco Supervisor Desktop)...

Tanner Ezell commented on UCCX integration with Altitude uCI in Contact Center 2 years ago

It's hard to say for certain, I'm not familiar with the product. But to determine definitively,...

Tanner Ezell commented on Number of queues an agent can service, UCCX vs. UCCE in Contact Center 2 years ago

Mike,Can you please confirm my understanding of your scenario:During normal business hours calls go...

Tanner Ezell commented on UCCX integration with Altitude uCI in Contact Center 2 years ago

A CTI user is not required for UCCX CTI interactions. It sounds like they are using call control (...

Tanner Ezell commented on UCCX 8.5 - Custom reports (not using Crystal) in Contact Center 2 years ago

Custom reporting on the UCCX platform can be a real chore, luckily if what you're doing is only a...

Tanner Ezell commented on Number of queues an agent can service, UCCX vs. UCCE in Contact Center 2 years ago

If I may ask, what is the use case in which your agents require answering calls for more than 25...

Tanner Ezell commented on Supervisors forcing agents not ready in Contact Center 2 years ago

I don't believe this feature is found in either Cisco Supervisor Desktop or Cisco Finesse (UCCX 10...

Tanner Ezell commented on AD Field mappings for CAD in Contact Center 2 years ago

Unfortunately, I don't believe this is possible with CAD.Tanner Ezell www.ctilogic.com

Tanner Ezell commented on BE6K UCCx 100+ Agents in Voice Systems 2 years ago

You will want to confirm this with PDI or TAC. While I would argue the server can easily do it, the...

Tanner Ezell commented on UCCX Agent Team Change & CSD in Contact Center 2 years ago

The updates may take time to propagate within OpenLDAP (embedded into UCCX, used by CAD/CSD) which...

Tanner Ezell commented on UCCX Agent Team Change & CSD in Contact Center 2 years ago

Cisco Supervisor Desktop pulls configuration information when it is first launched, this includes...

Tanner Ezell commented on Supervisor Desktop - Call Stat Question in Contact Center 2 years ago

Alex,For your first point, total calls is sum total of the following values: Calls Handled (...

Tanner Ezell commented on Caller ID displayed on UCCX Agent Phone during call presentation in Contact Center 2 years ago

As far as I know there is no feature update in the future that is going to address this. We've seen...

Tanner Ezell commented on Redirect Call to Another Extension not answering - No Agent License in Contact Center 2 years ago

Correct.You set a timeout on the step, this timeout value needs to be less than the time required...

Tanner Ezell commented on Redirect Call to Another Extension not answering - No Agent License in Contact Center 2 years ago

You can use the Consult Transfer STEP to pull the call back if the call is not answered by the far...

Tanner Ezell commented on UCCX Calling Number in Contact Center 2 years ago

Carl,I'm glad to hear it. There should be a simple solution to your matching, instead of if (...

Tanner Ezell commented on UCCX Calling Number in Contact Center 2 years ago

Firstly, drkchiloll is correct about NANP exceeding the MAX_VALUE (2147483647) of integers which...

Tanner Ezell commented on Redirecting a call to another CSQ after X Seconds in Contact Center 2 years ago

Because you have "Connect" set to "No", the Select Resource step will store the selected Agent into...

Tanner Ezell commented on IPPA Screen - Hiding CSQ Stats in Contact Center 2 years ago

Raj,If you needed an IPPS agent service that is state aware and customized we can provide such an...

Tanner Ezell commented on Creating custom SIP headers in UCCX in Contact Center 2 years ago

I don't know of a product that can do that today.Can you give a use case? You may email it if you...

Tanner Ezell commented on How often to restart UCCX services? in Contact Center 2 years ago

I'd agree, especially if you are running software earlier than 8.5SU4; a periodic reboot helps...

Tanner Ezell commented on CUCCX and Wallboards in Contact Center 2 years ago

Real-time data can only be gathered through the UCCX CTI protocol which requires a fair amount of...

Bio

Contact center and Unified Communications developer.

Founder of CTI Logic, specializing in contact center integrations and third party applications.










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