Cisco Unified CCX Administration Guide - Free ebook download as PDF File (.pdf), Text File (.txt) or read book online for free. The Unified CCX provides a multimedia (voice, data, and web) IP-enabled customer-care application environment that enhances the efficiency of contact centers by simplifying business integration, easing agent administration, increasing agent flexibility, and enhancing ...
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Cisco Unified Call Manager is what Cisco is calling their PBX offering these days. Basically its a box that looks a bit like a router, you can connect VoIP based phone sets to it via an ethernet SIP is also used in many other flavor For example in SIP trunks to other gateways and in CME-UCCX integration .

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  • There are two types of call recording in the UCCX. 1. Via the traditional VoIP monitor Service: captures packets directly from an IP Cisco Unified CCX does not support using a second NIC for SPAN-Based VoIP monitor. As a result, switches that do not allow the destination port of a SPAN configuration to...
  • Feb 25, 2016 · 4. Add Standard CTI Allow Call Monitoring and Recording permission for UCCX’s RMCM application user in CUCM 5. Configure Monitoring CSS on Supervisor’s DN, under Line Appearance 6. Make sure that the Supervisor is also logged into Finesse and is in the NOT READY state. 7.

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Dec 28, 2018 · Cisco UCCX Email Scripting. Today let me talk about email scripting to be done in UCCX (only basics). It is quite simple and easy to configure. We will need the following applications in order to do Email Scripting. 1. Cisco Unified Communication Manager 2. Cisco Unified Contact Center Express 3. Mail Server

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Recording of conference calls on Cisco platform has the following limitations: Cisco UCM doesn't support re-negotiated of audio codecs for calls which are recorded with Built-in-Bridge method. The Cisco Software Conference Bridge supports only G.711 and 256k wideband codecs.

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If you want call recording, quality management, or workforce management, you need named user licensing. If you can do without those features, you can use concurrent. See page 12 of the attached. BTW, in double checking facts, the Cisco 8.x upgrade to Express improved the call recording feature so that it is not as basic as it used to be.

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(Optional) Configure Cisco UCCX Scripts Select Resource Step; Click Connect Yes and set the Ring Time as 20 seconds. This helps to avoid calls to be taken back to the queue by Cisco UCCX if call

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Such calls get marked as aborted in the Contact Call Detail record, and as dequeued (if it was dequeued before aborting)/abandoned in Contact Queue Detail record. In this case the CSQ reports will display more abandoned calls than the Abandoned Call Detail Activity Report. Thank you, Shadi. Increase in Abandoned Calls in UCCX. Hello All,

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When the new call attempts to transfer to the agent, the agent will be busy because their phone is still ringing from the consult call from the CTI port to the agent for the first call they were cleared from in the engine. This will cause the second call to be aborted due to too many failed transfer attempts.

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