UCCX Scripting – Iterating Different Recordings

When scripting UCCX call center queues, it's common to put a caller on hold for a defined period of time, then do something with them.  Then, put them on hold again.  This could be to hear a "Thanks for holding.  We'll get with you shortly" every 2-3 minutes with hold music in between. Basic For example, here, you will see a basic call loop.  A call gets queued if the resource (call center queue) is not available.  I created a variable called "CallQueueHoldDelay".  This is set to 90.  Which means, the call is put on hold (hears hold music), waits 90 sec...
More

IP Communicator dropping Contact Center Calls

There are always “gotchas” when working with Cisco Unified Communications systems, and they are not always obvious. UCCX (Contact Center) is no exception. PROBLEM: A VPN Call Center Agent receives a call from the Contact Center. Upon answering the call, it either just drops with dead air, or the agent hears a fast busy. ENVIRONMENT: The Agent uses IP Communicator to answer calls over the VPN. First, let’s find out what does work: Testing and troubleshooting took a total of 10 hours. I looked at the gateway, the agent settings, Contact Center, etc. All looks normal, and operati...
More