Contact Center

Hi everyone i have a problem . i use UCCX for a small CC, When the call from IVR to a agent , the agent cant' see the user ANI ,just can see the CTI RP,until the agent answer the call I known CUCM with Unity Connection have this problem , need cha...

Hi All, I am getting an error while fetching out the some specific report from Historical Client. It's giving me an error which is " A Runtime Error Occurred while executing the query. Please check log for more details.But this error doesn't occurs f...

UCCX 11 - Finesse Desktop Curious if it's possible to have a 'notes' field with the wrap-up reason codes in Finesse Desktop that writes to the UCCX DB so a wrap-up reasons report from CUIC can be run showing wrap-up reasons and the 'notes' field for ...

Hi All, Can someone please help me with the procedure to create SIP trunk between CUCM and Windows Server 2014 R2. This is required for AQM [ Advance Quality Manager] version 11.5.

I'm interested to design a query to know who ended the call with the customer service agent. Was it the agent or the caller (I mean who closed the line to release the call). I'm looking for a query that would return one record for every call contain...

What would be the ration of aborted / rejected calls to total calls to call it normal behaviour. for eg: if total presented calls for a month are 4388 and if I have 6 aborted calls and 9 rejected calls for the same month then is it a normal behaviou...

Having an issue with one agent not being able to log in. Getting an error "login failed due to a configuration error with your phone and jtapi or unified cm. contact your administrator"  Wanted to perform a Cisco JTAPI Resync but want to make sure if...

Hi,  We are using Finesse with Live data statistics for  Live data . Agent and Skill Group status reports on Finesse Supervisor desktop layout . Same finesse we are using second tap for EIM WIM Login page .  I tried using HTTPS with FQDN name .   F...

Hi,it would be great if you help me to find a way how to connect third-party ACD to unified ICM. I mean ACD which is not listed in the Supportability Matrices. Is it possible? Does PG have a documented interface?

 can someone please let me know how can i pass Peripheral Variable to Avaya UUI via Definity PG I can see the settings of Call Control Variables at PG explorer but what ever variable i set it always passes PV5, how can i set some other PV to pass th...

Dear All, we have CUCM 11.5.1.10000-6 and UCCX 11.5.1.10000-61 in lab environment when I try to create CCG they give me this error "Error while performing the operation. Please look into logs for more information.". I check the computability matrix...

Dear Team,    We have implemented courtesy call back in version 11.0.1 and working fine , but call back offer calls cli label is showing as CVP_11_0_0_0_3 with ANI . Please find  attached snapshot , please let me know how to  remove the label for CCB...