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<p class="MsoNormal"><span style="color:#1F497D">Any Idea on how to get data from a Convergys IVR to Cisco UCCX for it to screen pop? Is this feasible?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">I can’t find anything in the SRND!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;color:black">:-:gm<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Grace Maximuangu<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Voice Solutions Engineer<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:black">Black Box Network Services<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Cell: 213.268.6342<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"><a href="mailto:grace.maximuangu@blackbox.com"><span style="color:blue">grace.maximuangu@blackbox.com</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"><a href="http://www.blackbox.com/"><span style="color:blue">www.blackbox.com</span></a>
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#17365D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><img border="0" width="284" height="57" id="_x0000_i1026" src="cid:image002.jpg@01CECF10.2FD074E0" alt="bbox logo.JPG"><o:p></o:p></span></p>
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<p class="MsoNormal"><b>From:</b> Grace Maximuangu <br>
<b>Sent:</b> Sunday, October 20, 2013 2:13 PM<br>
<b>To:</b> cisco-voip@puck.nether.net; 'Anthony Holloway'<br>
<b>Subject:</b> Migration Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM to UCCX<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p style="margin:0in;margin-bottom:.0001pt"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333">Current setup today is with an Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM<o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333"> The team is considering the idea of replacing the AVAYA ACD with a Cisco UCCX system – but retain the Convergys IVR and Verint CR/QM/WFM solution. <o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333"> <o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333">Today the Convergys IVR front ends all calls into the team and allows the caller to access all kinds of information from the billing systems etc, via database dips. Once the Convergys
IVR has that information, we’d like to deliver that information to a UCCX agent should the caller opt out of the IVR menu’s and wish to speak to an agent. So I am wondering how this would be accomplished with Cisco UCCX.<o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333"> <o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333">Today, with the AVAYA ACD, the Convergys IVR writes the gathered information to a database on the AVAYA system so when the agent receives the call, that information is screen-popped
to the AVAYA agent. <o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333"><o:p> </o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333">What is your take on this or better yet recommendations<o:p></o:p></span></p>
<p style="margin:0in;margin-bottom:.0001pt;orphans: auto;widows: auto;-webkit-text-stroke-width: 0px;word-spacing:0px">
<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333"><o:p> </o:p></span></p>
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<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333">Thanks<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">:-:gm<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Grace Maximuangu<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Voice Solutions Engineer<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:black">Black Box Network Services<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Cell: 213.268.6342<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"><a href="mailto:grace.maximuangu@blackbox.com"><span style="color:blue">grace.maximuangu@blackbox.com</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"><a href="http://www.blackbox.com/"><span style="color:blue">www.blackbox.com</span></a>
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#17365D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><img border="0" width="284" height="57" id="Picture_x0020_1" src="cid:image003.jpg@01CECF10.2FD074E0" alt="bbox logo.JPG"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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