This article will show you the CallBack feature in Cisco Unified Communications Manager (CUCM). The CallBack feature is used to inform the caller when the called party line becomes available. First, open Cisco Unified Serviceability menu → Tools → Service Activation. Then select your server and make...

This article will show you how to gather traces in Cisco Unified Communications Manager (CUCM). This information can be useful for trouble shooting. It is also needed in a request for Cisco TAC engineers. To collect traces, you will need to install Real-Time Monitoring Tool application. You can find...

UCCX is possibly the only commercial call center platform that never makes you say “sorry, this is technically not feasible”. But it also has its disadvantages. One of them is the caller’s number. Instead of the caller’s phone number, a call center phone gets the number of the CTI port that accepted...

Cisco teaches how to record CUCM calls even without having its own call recording solution. Why? That's interesting. As we're all aware Cisco MediaSense reached its EOL in 2017 with no replacement available from Cisco. All the call recording solutions on the market are developed by 3rd party Cisco S...