Cisco unified contact center express uccx, enterprise ucce or pcce build real time and historical wallboard or dashboards for your callcenter with a plug n play interface customize wallboards and supervisor dashboards by assembling prebuilt, reporting gadgets on the wallboard canvas that show the historical and realtime statistics of the call center in the. Edition comsticecreatesawiderangeofproductsforenterprisecollaborationsolutions. Expertflow dashboardwallboard for cisco contact centers. Cisco uccx wallboard uccx dashboard download free trial. I have seen a number of 3rd party call center products out there that claim to integrate with cisco s contact center product suite but i would love to get some feed back from others who have used these software platforms and their experiences they have had with them. How to build your contact center wallboard youtube. Comstice wallboard integrates with cisco ucce, pcce and uccx for realtime and historical reports. Variphy is software for cisco cdr reporting and call analytics and cisco uccx wallboards. Comstice wallboard monitor individual calls in the queue with caller id, called number and flags. Customer wallboard and real time reporting tool both show 1 call in queue with very long wait time. Custom software development for cisco collaboration and contact center platforms the technical expertise accumulated by our team over the years we have been on the software development market, allows us to offer the most efficient approach to solving your problem. I know of the cisco intelligence centre but apparently it only supports historical reports for uccx 9 and we are after realtime agentcsq stats.
On to the good stuff, a description of this free to use cisco call center wallboard. Monitoring and routing individual calls in queue for cisco ucce and uccx. Voip detective call accounting software for cisco call manager cucm. Unifiedfx exhibiting at cisco live in barcelona in january 2020. Free wallboards for cisco unified contact center express uccx ccx by aaron harrison. Farlon ucc desktop will help you harness the skills already in your call center and help you deliver great customer service.
Learn how to easily configure wallboard widgets on the fly. Expertflow dashboard wallboard for cisco contact centers uccx, ucce, pcce duration. Service level percentage is the calculation used based on the number of calls which have service level met set to true versus the total number of calls received. In the past ive heard of calabrio, is that still best and affordable. Monitoring and routing individual calls in queue for cisco. The best cisco uccx wallboard is about to get even better unifiedfx, the leader in cisco voip end point and uccx agent management invites you to join us for the wallboardfx 4. In real time reporting under sessions, there is no old call waiting, so im not able to release the call in. Cisco unified contact center express administration and. Carin the awardwinning cisco compatible voice, video and telepresence call conference recording, analysis, and archiving system. Wallboardfx is a certified cisco compatible product that has completed full interoperability verification testing ivt continued. What affordable options are there out there for call recording for cisco unified contact center express. The combined smacs and phonefx software can help streamline business operations while providing the full scope of necessary provisioning and remotecontrol features, making it an excellent choice for cisco user provisioning and cisco phone management. Variphys cisco unified contact center express uccx statistics are delivered in realtime to every screen needed within a single dashboard. You can optionally enter the ip address of your uccx system to simplify the installation by automatically configuring wallboardfx.
There are a number available, including a nice one from tenox, as well as the free of charge wallboard 2. Supported unified uccx and unified ip ivr upgrade paths fn 1. Summarized reporting with drill down from macro view to a micro view of the data. It is available for cisco, avaya and genesys call center wallboards. Supported unified uccx and unified ip ivr upgrade paths fn 1,2 standalone unified intelligence center. Agents can monitor and route the calls to themselves. Uccx wallboard development part 3 adventures of a voice. Wallboardfx uccx wallboard free trial this free thirty day trial allows you to try out and test all of wallboardfx s great features.
This video explains how you can create, save and share wallboard and dashboard views for cisco uccx. In this video we highlight the features and usability of box view and agent view of the comstice wallboard solution for your cisco uccx and ucce call center. Easily configure wallboard widgets on the fly for agent state and multiple csq statistics on one screen. Cisco unified contact center express uccx is a contact center in a box, providing a customer interaction management solution for up to 400 agents that is safe and simple to deploy. Easy process to integrate wallboard with any 3rd party applications. Comstice is a cisco preferred solution partner specialising in contact center solutions compatible with cisco ucce, uccx and pcce. Supervisors can route a particular call to an agent or to another destination. Fn 5 telepresence ce software does not support transfer or conference operations.
Even if agents are ready, the call never gets delivered. Build real time and historical wallboard or dashboards for your callcenter with a plug n play interface. Cisco uccx marks each call with service level met flag based on the service level set for each csq. Obtain the wallboard from a cisco approved vendor from cisco marketplace. Namely, instead of being an asp web page, its a stand alone windows executable application that connects to a remote contact center server or servers via odbc. Cisco unified ccx administration guide, release 10.
Wallboard software with the new service ensures that the wallboard server always displays data from the master database server of. Cisco finesse remote agent scenarios for ucce, pcce and uccx. Wallboard integrates with uccx and ucce databases for the realtime and the historical data as well as making a direct socket connection to cti processes to listen to realtime events. Users can also set the thresholds for the service level which will clorcode the. Start free trial watch a video feb 24, 2011 create an odbc connection to connect to cisco uccx server.
Wallboardfx is a easy to use cisco contact center wallboard for uccx. Cucm cdr and uccx ivr call reports cisco community. Call analytics for avaya call analytics tool is a server program that monitors avaya vdns, acd hunt groups and extension obje wallboard free download sourceforge. So, i began researching free wallboards that would work with my unified cisco contact center express uccx call center. Troubleshooting erroneous call flows and toll fraud in cisco unity and uccx your company is a cisco unified communications environment and you are trying to identify an inbound. Cisco team wallboards and dashboards inova solutions, a cisco preferred solution partner, works closely with cisco to provide enhanced, cisco compatible realtime reporting solutions that deliver critical metrics to your team via customized views for wallboards, dashboards and mobile devices. Wallboard software and hardware are supported by the thirdparty wallboard vendors, not by cisco. There are several different wallboard applications for cisco ipcc uccx, this one however has a number of unique features. Click update and you should start seeing statistics in your variphy wallboard for this uccx cluster. Cisco uccx statistics not appearing in wallboard variphy.
Lets start with some of the screenshots of what the system looks like. Right now we are using old uccx cad to record but i know finesse doesnt come with. All the cisco ip phones for cisco finesse ip phone agent currently do not support the simplified new call ui. Both comstice mobile agent for cisco finesse and comstice desktop agent for cisco finesse passed cisco integration validation testing for finesse v12. Cisco team wallboards and dashboards inova solutions. Welcome to wallboardfx cisco uccx wallboard, cisco contact center management system. Integration nexorce software with cisco uccx and cisco ucce. Build your call center wallboard dashboard with prebuilt gadgets administration can customize their wallboards and dashboards for supervisors and teams to. Hi everyone, was wondering if anyone could recommend a wallboard solution for uccx 9 that would show realtime stats on the wallboard screen. Customize wallboards and supervisor dashboards by assembling prebuilt, reporting gadgets on the wallboard canvas that show the historical and realtime statistics of the call center in the required colors and sizes.
Development engineer at ipcommute uk ive noticed that one of the major oversights in a cisco contact centre express deployment is a reasonable wallboard. Unifiedfx is a cisco preferred solutions partner which offers cisco phone management software, phoneview cisco phone remote control, cisco phone migration, cisco uccx wallboard products and other cisco solutions. Wallboardfx a certified cisco uccx compatible cisco wallboard. The best cisco uccx wallboard is about to get even better unifiedfx, the leader in cisco voip end point and uccx agent management will shortly be announcing wallboardfx 4. Could someone suggest 3d party software or just free method to parse call details into a readable reports this is from cucm and uccx maybe from cisco gw as well. Free wallboards for cisco unified contact center express. Ipcc wallboard gathers realtime information from cisco ipcc express 3. It is an automated call distribution acd scheme based on ip that queues and distributes incoming calls intended for customers agents of cisco unified. I have seen a number of 3rd party call center products out there that claim to integrate with cisco s contact center product suite but i would love to get some feed back from others who have used these software platforms and their.
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