Contact Center

Hello, I'm looking for examples or a good starting point on how to draft formulas in the consider field for PQ steps. I don't have access to script editor but I Maintain all of the pq routing logic.  We are trying to achieve time of day or metric bas...

Hi all, EIM v9.0.2.4, UCCE v10.5.1I'm having a reoccurring issue where all emails are initially routed to the proper queue but after exactly an hour / 2 hours, they are moved to default exception queue (since there are no available agents). We have s...

Gents, Just some queries on cvp call server failover scenarios UCCE:11.0.1CVP 11.5(1) ES=1 Build=349 Test case #1When call is connected to agent, and CVP call server is stopped to simulate CVP call server failure, call survivability kicks in..why? I...

Hi,I would like to know if the states of an agent such as Logged on and Ready can be checked in ICM scripting .We are developing a script which will check the agent state Logged on and then checks the agent state ready , only if these conditions are ...

Hello, Do any other organizations follow their standard password policy around AD service accounts? Curious to know if other's are following a 60/90 day password change policy that includes service accounts and any implications that have been discove...

hi my name is vahidsun While I am trying to pull the any report on Unified Intelligence Center (CUIC) I am getting below mentioned error.Error updating the filter information. com.cisco.ccbu.cuic.objectmodel.CuicHibernateException

hello I have an issue when the call is in queue and is getting transfered to an agent(call consult transfer). while the agent is on the reserved state the caller hears " thank you for calling, all of our representatives are currently taking other ca...

We have a Cisco Mediasense version 11.0.1.10000-103 . The problem we have is that by default the pruned policies in the system is 60 days, we would like to know if there is any way to recover the audio files when the 60 days pass. Also explain what...

Is there an easier way!? It seems like the process of ordering new equipment can be very difficult. I'm trying to price out an ASR 1001-X, I know I need at least 1.5Gbps of throughput for encryption. I need OSPF to be supported and I would also like ...

Hi, I have been working for long on CAD and every deployment of PG I face new issues. UCCE 10.5.1 SQL -- 2008 R2 with latest patch CAD - 10.0.2 Following is the issue after installing the SQL and CAD as per the guide carefully the FCRasSvr database...

I have to do reskilling for 1000+ agents in ICM configuration manager, is there any shortest way ? or can we achieve this through ConApi? ConAPI: is there way to use ConApi REST URL to access it via java?if so how can I ensuere that ConAPI service e...