Tag Archive for: Cisco UCCX

Dynamic multipoint VPN network diagram

CUBE SIP Header Matching - Extracting DNIS from a Toll Free Number!

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The Problem - Call Forwarding DNIS to Toll Free Numbers Recently we were presented with a new challenge while deploying a Call Center based on the CISCO UCCX Version 11.5 feature set. Generally, we employ DNIS as a strategy for defining the…
Mobile messaging notification illustration

TEXT-2-AGENT Sending text and pictures to your call center?

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Can you send a picture to your ShoreTel or CISCO Call Center We have been integrating SMS to CISCO UCCX and ShoreTel Call Center deployments for customer service scenarios for some time.  The interface is very simple:  Login, pick a number…
Workforce management team illustration

Configuring Compliance Recording with CISCO Workforce Optimzaiton

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For compliance will you Record Audio or Screen? There are a range of products and services that can be used to "record" phone calls on a CISCO CUCM, UCCX and UCCE. These products range in sophistication from services that simply save a wav file…
Contact center team photo collage

UCCX Instant Contact Center "Killer Script" $295?!

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The Vision! It has long been our vision to create a UCCX script that can be used to rapidly deploy a new Customer Service Queue.   We appreciate that each Contact Center is different, but there is a set of expectations most folks have for…
Cisco UCCX script editor and script index

Contact Center Remote Agent Locator!

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We recently had a request for an “emergency locator” application with a different twist.   Historically, we have written a number of “locator” type scripts, but this request had some unusual requirements.   The client wanted to have…
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Upgrading CISCO with Prime Collaboration Provisioning

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Don't Procrastinate! Sooner or later you will find you need to upgrade your VoIP deployment, regardless of the vendor.   Differing upgrades is just prolonging the inevitable and increasing the complexity and the pain level.   Let’s take…
Contact center wallboard metrics

Looking for a UCCX Wall Board? - VSR2 has the vision!

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If you have ever considered adding a Wallboard to your CISCO UCCX based Contact Center deployment, you know that the selections are slim.  There is a wealth of unsupported "freeware"  solutions on the net, generally the failed  result of…
Multilingual contact center scripting editor

Can you create a "killer" Contact Center Script?

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Most Scripting engineers working with Contact Center deployments built on CISCO UCCX, ShoreTel ECC, or Avaya have amassed a collection of script subroutines.  These subroutines are used over an over, from script to script to avoid having to…
Multilingual contact center scripting editor

Holiday Check script is a great learning tool!

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Most VoIP Engineers are not necessarily Software Engineers, so bringing up a Contact Center and scripting it are usually done by two different types of engineers.   Scripting engineers tend to have backgrounds in software development with formal…
iPhone Android and Windows phones

Sending Text Messages to your Shoretel ECC or CISCO UCCX Contact Center?

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We recently had an opportunity to create an emergency notification text messaging system for a financial service application built on ShoreTel iPBX and ECC technology. The requirement was to push out text based alerts to individual or groups…
Cisco Agent Desktop login screen

UCCX Cheat Sheet - Agent Log-in in using Extension Mobility!

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There is a two step process for logging into the systems if you are a mobile worker.   The first step is to log into a Telephone and make the phone your Extension number.  The Second Step is to log into the CISCO Agent Desktop (i.e. CAD)…
Contact center terminology word cloud

UCCX Scripting - Working with XML documents

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When writing call control scripts for Contact Centers (ShoreTel ECC, CISCO UCCX ) do you really have to start over each time?   Are there really that many differences between contact center applications?    Well, yes and no!  As we continue…

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