• Template – Abandoned in CSQ Report

    This report is designed to present Contact Center managers with important statistics and details regarding their abandoned calls. The report can be generated for one or more CSQs. It contains summary statistics for each CSQ and detail call data for all of the calls abandoned in the CSQ. The report…

  • Template – Organizational Summary by Extension

    This report is designed to give users a high level overview of their department and extension call counts and durations. The total call counts and average call durations are first grouped at the department level and then further grouped by end user. Required Changes The report has Originating, Dialed or…

  • Template – Organizational Summary by End User

    This report is designed to give users a high level overview of their department and end user call counts and durations. The total call counts and average call durations are first grouped at the department level and then further grouped by end user. Required Changes The report has Originating, Dialed…

  • Variphy UCCX CSQ & Agent Call Details Dictionary

    The Call Detail fields are available for CSQ and Agent based UCCX analytical reports. The field descriptions have been grouped into three tables that mirror the grouping in the Variphy reports. They are Contact Call Details, Agent Connection Details and Contact Queue Details. These fields are accessed by navigating to…

  • How to Alert for Possible Toll Fraud

    Toll fraud is long-standing issue that impacts many organizations’ telephony systems. This illicit use of a telephony system to make calls, not necessarily long distance or international calls, is difficult but not impossible to combat.   In a Cisco VoIP environment you can use CUCM Class of Service, Cisco Native…

  • How to Reprocess Archived CDR into Database

    There may be times where you need to reprocess CDR data back into the database after it has been purged out. Or you may even need to reprocess all CDR to a new database. The following steps will accomplish this task more quickly than attempting to copy paste from windows…

  • System – Rate Tables

    Variphy provides the ability to configure individual rate tables. One or more rate tables can then be applied to each CUCM cluster in a prioritized order. Each rate table consists of an unlimited number of entries. Rate tables can be defined for the entire cluster and/or specific outgoing gateway/devices. Rate…

  • Windows – Kill a Service via the Command Prompt (CMD)

    Sometimes you will find yourself in a situation where a Windows service is stuck and cannot be stopped through Task Manager or the Windows Services application. Be careful which services you are stopping. If you stop an important Windows service the server could reboot. Follow the steps below to kill…

  • Error Code: 4064 when attempting to connect to Microsoft SQL Server

    When Variphy is attempting to connect to Microsoft SQL Server it returns the following error: Error: Unable to Connect to Database Server (Error Code: 4064) This error usually occurs when a database user tries to login after their default database has been dropped from SQL Server. There are two methods…