CCUserGroup News

UCCX and WebServices

Wed, 04 Jan 2012 12:08:18 -0500

Hello.

I have a customer who would like to use WebServices and HTTP going forward instead of how they do it now interacting directly with a database an ODBC connection. I would like to create new scripts using I am assuming using HTTP and Document steps but I am seeking an example script to get me started. I am using UCCX 8.5. Can someone assist me with this?

Thanks,
Eddie

IP dialer max agents

Mon, 01 Aug 2011 10:08:52 -0400

Hi,

does anyone know how dialer determines the number of max agents to reserve per campaign (columns Rsrvd/Max in trace)? I have 6 ports allocated and 5 available agents, skill group's outbound percentage is set to 100%, but for some reason dialer fixed max number of agents to 3.

Thanks,
Alan

Cisco Outbound Option + Sword Ciboodle

Thu, 21 Jul 2011 09:24:19 -0400

Hi,

Anyone out there using Cisco Outbound Option (7.2) with Sword Ciboodle CRM/Campaign Management application (previously known as GT-x 'Graham Technology').

Thanks
KB

How to query ICM Database for free space

Tue, 12 Jul 2011 10:28:59 -0400

Hi All,

I am wanting to use WMI to query my RGRs Database (cust_sideA) with the aim that my monitoring tool (SolarWinds) will then alert if the Free Space within configlogger is < 40% and < 20%

Does anyone know of an SQL Statement that can return a single value for this?

Thanks
Dan

UCCX and CUCM Broadcast Hunt Groups

Mon, 11 Jul 2011 15:35:37 -0400

question: Is there a way to get an ACD (UCCX) call on a phone to ring if another line on the phone is in use or ringing as a result of being called by a Hunt Pilot (Broadcast Line Group). For example the ACD (UCCX) call will ring on the phone if the other line is use or ringing if called directly but not if it is called by the Hunt Pilot (when configured as Broadcast Line Group...never tried Top Down, Circular, or Longest Idle Time Line Group). Thank you in advance

Outbound calls priority

Fri, 04 Feb 2011 10:59:13 -0500

Hello,
is there any way to set on UCCE Dialer that outbound calls have higher priority than incoming calls?
Same agents are working for incoming calls and Dialer calls and I want this to be done automatically without creating separate skill groups and managing them.

Thanks, Ivana

Outbound calls priority

Fri, 04 Feb 2011 10:54:54 -0500

Partitioning

Wed, 22 Sep 2010 04:15:37 -0400

Hi,

We are having two business units using the same ICM infrastructure, (same ip for CallManagers, CVP,..etc). But we want to restrict the users from the business unit 1 to see the webview reports of the unit2 and vice versa. I went through some of the manuals and it looks like partitioning is an option. But it looks like there could be some performance issues if it is implemented.

Can anyone tell me if this option is actually being used anywhere and if it advisable to go for it. Also is there any workaround other than the partitioning option, for putting a restriction between the different business units while accessing the Webview reports

Partitioning

Wed, 22 Sep 2010 04:13:14 -0400

Webview Agent Report

Wed, 08 Sep 2010 09:30:12 -0400

Hi,

In Webview, under the Agent Consolidated Daily reports, for every Agent I'm seeing a default Skill group name as "CM.Cisco_Voice.default.25741(5000)" and it has handled some inbound and External out calls. But this skill group is not configured in the Skill Group explorer.

I'm trying to understand what is the significance of the above mentioned skill group and reason for the entries in the report. I have attached the screenshot for the reference.

Thanks
Ram