We have a requirement to measure calls manually made by an agent to external numbers (i.e. outside of the switch).Currently we are getting the figures for these calls from the Agent Skill Group Interval table in UCCE using the AgentOutCalls and Agent...

Hi Cisco community,New to Cisco and getting to grips with it's functionality.One issue we have is the use of Wrap - we are told you can only enter wrap via auto wrap at the end of the call which lasts for x number of seconds or the agent switches sta...