Detail Steps AQM Installation and Integration

Hello everyone,

I joined this community because I’m looking for a complete guide to install and integrate AQM with UCCX and CUCM, the AQM topic is new for me and I’m lost with the official documentation.


I will appreciate any help you can provide me.



Christian Gonzalez

‘Stress’ Season is Here for Call Center Operators

November 25, 2015

Like winter follows fall, Cyber Monday (NewsAlert), that online shopping day right after the long Thanksgiving weekend, will soon be here. Along with it will come a flood of calls into contact centers, mostly consisting of complaints. No one calls a contact center to say what a good job everyone is doing.

It’s a given that contact center work is stressful, but there are steps that savvy managers can take to improve both working conditions and staffer happiness. Addressing that issue, technology writer Bre Smith, writing for, took a bird’s eye view and offered some suggestions to keep everyone on point. Her ideas are worth sharing:

Improve the Work Environment: This might seem like a no-brainer, but it’s really Work 101: Happy employees are productive employees. “When your employees dread coming to work because of negativity, gossip, poor management, or even an unpleasant workspace, they aren’t going to be productive while they are there,” Smith notes. Identify problems, and fix them.

Offer Incentives: “Develop a reward and recognition program that not only encourages employees to perform at their highest levels, but also motivates them to find ways to support their own growth and development,” she suggests. “When employees are recognized for their hard work, they are more likely to be satisfied.”

Improve the Knowledge Base (NewsAlert): “Implementing a solution like knowledge base software allows employees to find all of the information they need within seconds,” Smith says. “Agents aren’t wasting time asking clarifying questions, searching through endless codes, or putting customers on hold while they search for someone who has the answer. Everything is right where they need it.”

Investigate the Sources of Calls: Identifying the biggest drivers of calls provides insight that you can use to develop other solutions for managing the majority of those calls, freeing up your agents to handle other calls, she suggests.

Improve Self-Service: Multiple studies have shown that the majority of people would rather self-service using online or automated options than call an actual person. “By improving your self-service options, meaning offering email, online chat, interactive voice response, and self-service options, you’re not only giving your customers flexibility in how they contact you, but you are improving the productivity of the agents who are taking calls, since they are dealing with fewer calls,” Smith notes.

These are by no means all the solutions you can implement, but adding some now could help save an employee’s sanity – and presence at work – later.

Five-Year Plan Looks Good for One Industry

November 24, 2015

If you’re in the contact center business, good times are coming. That’s the gist of a new report that looked at the industry for the next five years out, and projects a growth rate of nearly ten percent across the board.

“Business enterprises worldwide have become increasingly dependent on various technologies and the Internet to run their business and drive revenue growth,” says the report from R&R Market Research. “This trend is expected to intensify, which indicates that the role of IT has become vital and directly contributes to the organization’s agenda.”

According to the “Global Contact Center Market 2015-2019” report, there is expected to be significant growth in contact center outsourcing as a majority of organizations are relying on third parties that specialize in contact center services. New entrants are trying to differentiate themselves by providing new technology applications and service offerings.

Contact centers have experienced an extensive evolution overall, over the last decade. Many enterprises have a number of contact centers to manage all their customer interactions, the report noted, whether it’s an in-house team or outsourced to third-party assistance.

“[The contact center] offers different services such as support or help desk, customer service, and sales and marketing,” the report said. “They aid enterprises by providing better customer experience, productivity, valuable business intelligence to concentrate on their core competencies, reduced time-to-market, access to fresh talent and experience along with the latest technologies, and help build an organization with an economical cost structure in the long run. It is responsible for managing priorities and reporting on all the email, voice, Web chat, text and social messaging in the same way.”

The report’s analysts forecast the global contact center market to grow at a CAGR of 9.26 percent over the period 2014-2019, looking at both current usage and future growth prospects.

The report was prepared based on an in-depth market analysis with inputs from cloud contact center leader inContact and other industry experts, looking at the Americas, the Eastern and Mideast markets, and the Asia Pacific region.

Make REST Call – Get



Im trying to figur out have to format my output from a REST (json) get i UCCX11.


the REST call works fine – im getting the output in response:




“requrestSessionId”: “1324fde-3453ed-3423789”,

“requestTimestamp”: “2015-11-23 01:01:01”,

“requestIscompleted”: true,

“requestIsMissingData”; false



Have do i put the data in variable i CCX script.


Best regards

Thomas Johannesen

The Right Tools Make the Job Easier

November 19, 2015

It doesn’t really matter how good you say your company is; the real proof comes when someone else says it. Validation from outside sources is what makes others in the industry stand up and take notice.

So it was with understandable pride that inContact, the leading provider of cloud contact center software and contact center agent optimization tools, announced recently it had received the prestigious 2015 North American Frost & Sullivan (NewsAlert) Award for Customer Value Leadership.

The recognition means a lot in a competitive industry. Frost & Sullivan is known as the “Growth Partnership Company”, enabling its clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. “The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best-practice models to drive the generation, evaluation and implementation of powerful growth strategies,” the company says on its site.

To better support its evaluation of best practices across multiple business performance categories, Frost & Sullivan employed a customized Decision Support Scorecard, which allowed research and consulting teams to objectively analyze performance according to key benchmarking criteria, and assign ratings on that basis. “The tool follows a 10-point scale that allows for nuances in performance evaluation,” the company said. “InContact outscored its two nearest competitors with scores of 9 in both the Customer Impact and Business Impact categories.”

For its part, inContact felt vindicated by the findings.

“We are honored to receive this recognition and further validate our leadership position in the industry,” said Paul Jarman, CEO at inContact. “We recognize that, while having premier technology is crucial, helping companies achieve their goals is essential. This Award from Frost & Sullivan substantiates our powerful combination of highly developed cloud technology with expert services, and a rich partner ecosystem, as the premier solution in the contact center market.”

One company noted that its selection on inContact has made a notable difference. Hoveround Corporation, a provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution back in 2009. After six years in the cloud, Hoveround added inContact’s Personal Connection outbound solution in 2014 and has seen results by eliminating the telltale awkward pause of typical legacy dialers. The connection rate with customers increased from 19 percent to 46 percent and continues to climb, Hoveround says.

“InContact’s strategy to focus solely on the cloud has enabled it to address many challenges within the contact center market,” said Frost & Sullivan Principal Analyst Nancy Jamison. “First, the all-in-one, multi-tenant approach does away with the integration hassles found in on-premise deployments; second, the company has resolved cloud reliability issues head-on.”

Man or Machine? Making an Argument for the Former

November 18, 2015

Those who work in or manage a call center are already well aware of the value of data. It’s one of the current buzzwords of the year, and that buzz is only getting louder.

And while a new report out of the Massachusetts Institute of Technology (MIT (NewsAlert)) recently touted a supposed breakthrough in the study of data, sticking with the basics will also yield strong results.

That’s the gist of a recent blog from Annette Miesbach, product marketing manager at cloud call center leader inContact. She pointed to MIT’s announcement that the school is working on taking the human element out of big-data analysis.

“Their new system – [a] ‘Data Science Machine’ – not only searches for patterns in data, but also determines which features of the data to scrutinize for the data analysis to have predictive value,” Miesbach wrote. “This selection process has required human intuition and experience. While MIT’s results are amazing, I believe the contact center ‘human touch’ will continue to be needed well into the future.”

Her point is well taken, as human intuition is something that has value when parsing data, something which machines have not yet perfected.

To that end, Miesbach touted some offerings from inContact to help call centers better understand callers and what they want. Those improvements include:

  • Access to data based on a different summarization methodology, the company’s “Contact Start” paradigm. “This summarization method is frequently used for auditing and third party billing. And choosing the paradigm suited for your report is easy – just a mouse-click,” she notes.
  • New Personal Connection data model: This new data model provides access to metrics directly related to outbound dialing list management. Inbound and outbound, in one convenient, intuitive tool.
  • API-based access to both real-time and historical reporting: This option offers complete access to contact records directly from a contact ID in easy-to-use API calls. “Furthermore, the calls contain the complete contact information in both real time formats for active contacts and historical for completed contacts,” she writes.
  • A new IVR Press Path report in Central offers permission-based access to 90 days of history in a 30-day window. It has filtering, too, Miesbach adds.

In short, while MIT’s efforts are impressive, similar results can be achieved by letting your people do what they’re best trained to do.

Good News for Contact Centers

November 12, 2015

A new report about the use and efficiency of cloud-based contact centers confirms what those in the industry already suspected: Business is strong, and growing.

The study from survey firm Research and Markets queried cloud contact center leader inContact among others, and came up with some interesting statistics in its findings. To wit:

  • Cloud-based contact center infrastructure has hit its stride on a global basis: The market continues to be strong and growing in North America and Western Europe, particularly in the UK. Germany, Japan, China, and the Philippines are also showing strong interest in cloud-based contact center infrastructure solutions.
  • The past year has been the best ever for this market.
  • With an estimated 150+ competitors vying for business worldwide, the cloud-based contact center infrastructure sector is a buyer’s market, although we expect consolidation to begin during the next two years.

“The past 12 months have been outstanding for the cloud-based contact center infrastructure market, the best in the history of this sector,” R&M (NewsAlert) said. “The total number of seats jumped 49.9 percent between August 2014 and the same period in 2015. This increase shows the pattern of steady and strong growth that is expected to continue for the next five years. Worldwide adoption of cloud-based contact center infrastructure has risen from 2.2 percent in 2008 to 11.1 percent in August 2015.”

The report also notes that companies are moving their contact centers to the cloud to realize the flexibility, agility, scalability and cost benefits of this implementation model. “The new seats are coming from competitive replacements of dated on-premise solutions and a growing number of first-time users who are attracted to the cloud-based model, with its low start-up costs and ready availability of experienced vendor resources to assist with implementations and ongoing operations,” the study found.

Hence, global demand for cloud-based PBX (NewsAlert) and contact center solutions has created new opportunities for carriers. This is making cloud-based contact center infrastructure solutions attractive not only to the small and mid-sized early adopters, but also for large and multi-national companies as well.

Updated Headsets in the Call Center Seen Expanding

November 10, 2015

There’s a healthy market that’s little known outside of the call center space, but is nonetheless primed for some big expansion, according to growth partnership company Frost & Sullivan (NewsAlert) (F&S).

The area is the global contact center and office (CC&O) headset market, and according to a new report from F&S, this market is “on the cusp of rapid growth driven by the expansion of software-based communications clients.”

Frost & Sullivan’s recent “Analysis of the Global Contact Center and Office Headset Market” report notes that “adoption will continue as organizations realize the role of CC&O headsets in driving productivity in the workplace by enabling hands-free communications and an efficient work environment.” Its update also says that “as the proliferation and adoption of business desktop communications clients drives the purchase of professional headsets, personal computer (PC)-enabled headsets will also see increasing use by desktop ‘phone-less’ users leveraging unified communications (UC).”

This is good news for those in the call center space, although budget constraints may hold some back from making what can be seen as a costly investment. Tough and ongoing challenging economic conditions might force businesses to shy away from investing in new communication technologies. It’s also a given that price-sensitive companies prefer low-cost endpoints rather than upper-range devices.

Still, F&S makes a strong case for those seeking an edge in business.

“In new work environments characterized by proliferating user devices, the need for mobility and the desire to eliminate noise, such professional headsets can foster smarter collaboration and enhance worker productivity,” said Frost & Sullivan Unified Communications (NewsAlert) & Collaboration Research Analyst Alaa Saayed. “Providing integration with several devices and applications, as well as extending UC features and contextual intelligence capabilities are added productivity benefits that underline the importance of business headsets.”

But Frost and Sullivan warns that the consumerization of information technology and PC-based communications will drive the use of consumer headsets in the enterprise setting, and result in a drop of enterprise-grade headset purchase volumes. “To gain market share, professional headset vendors need to integrate new models with popular offerings including UC. Headset suppliers must also build an efficient and ever-evolving channel ecosystem,” the company advises.

Outbound Communications Key for Expansion

November 05, 2015

While it seems that Internet shopping is helping drive down business at brick-and-mortar locations, there is one industry that’s doing just fine in a Web-driven age: Transportation.

Think about it: No matter what you order from an online site, somehow they have to get the product to you to complete the sale, and with drones not yet widely available, the transport industry is happily filling the void.

That may be one reason why a leading global transport company has just signed on with inContact, the leading provider of cloud contact center software and contact center agent optimization tools, to update its outdated premises-based system. According to a release, the company – which, according to ongoing inContact company protocols was not identified — will utilize inContact’s complete solution, including network connectivity through a scalable cloud platform, to support its growing operations.

“With a worldwide distribution network second to none, this leading transportation company needed a functional, flexible solution to provide superior-level service to its customers,” noted inContact CEO Paul Jarman. “The versatile structure of inContact’s cloud platform, combined with our cost-effective billing model, are ideal for growing organizations to differentiate themselves and succeed in a global and competitive marketplace.”

According to both sides, inContact’s new customer will implement the multi-channel Automatic Call Distributor and fully integrated Interactive Voice Response solutions, key building blocks of the inContact Software as a Solution platform. “The ACD offers a universal queue for all multichannel interactions allowing the company to support customers in their preferred communication channel including voice, chat, email and social media,” the company said. “InContact’s integrated IVR system offers customers self-service options while ensuring their needs are addressed by the most skilled and appropriate agents.”

For outbound communications, the company will leverage inContact’s Personal Connection dialer to increase productivity by seamlessly connecting agents with clients while at the same time eliminating the tell-tale awkward pause of typical legacy dialers.

Outsourced Centers Thrive With the Proper Tools

November 03, 2015

In this increasingly complex world, businesses everywhere are seeking whatever edge they can get over the competition. Whether it’s better staffers, better offers or simply a better product, the search goes on.

But what most don’t seem to get is that they might already have an answer in-house, and aren’t utilizing it. That answer is ‘data.’

In a recent blog post, Gerald Sinclair — Product Manager with inContact company Uptivity – examined the use of data and the growing prominence it’s enjoying in today’s business setting.

“If you have ‘liked’ a page on Facebook (NewsAlert) lately, you have probably noticed that other pages – similar to the one that you have recently liked – are displayed on your wall as being recommended just for you,” Sinclair noted. “If you purchase something on Amazon, the next time you return to the site, you will receive product recommendations based on your previous purchase. These are both examples of how analytics are driving business.”

Sinclair broke down five different types on analytics that can help a call center be more effective, and they’re worth noting:

Speech Analytics: “Speech Analytics analyzes voice transactions for keywords and phrases, and can be utilized to identify customer churn, escalations, procedural inefficiencies and customer satisfaction,” Sinclair noted, adding that it’s typically used with a quality management program.

Desktop Analytics: This application, which monitors 100 percent of system performance and agent workstation activities, extends beyond screen capture by potentially providing real time guidance for the agents. “Desktop Analytics is often integrated with a CRM solution and used in conjunction with Speech Analytics to provide a holistic view of agent performance and organizational processes,” he says.

Cross Channel, Multichannel, Omnichannel and Text Analytics: These solutions help identify the channels used by each customer so businesses can interact with them using their preferred channel.

Self-Service Analytics: “Self-service analytics is increasingly beneficial, since customers often complain or opt out of a self-service tool,” Sinclair stated. “This type of solution allows organizations to identify the self-service areas that most discourage customers and therefore implement needed process enhancements and improvements.”

Predictive Analytics: “This type of solution typically works with a CRM tool, cross channel analytics, and/or speech and text analytics to determine the most effective channel in which to communicate,” Sinclair said. It can also suggest products or present the most appropriately skilled agent for the interaction.

Overall, analytics is a powerful tool that can help any call center ‘up its game.’ But like any good tool, it’s useless unless you take it out of the box.