UCID in Avaya IQ

[georgefeng]

Hi There,
I am looking for a UCID in the Avaya IQ to trace a call which lined to a call recording system ACR but I can not find any info.
will the contact ID in Avaya IQ linked to UCID?


Thanks in advance.

[shaikht]

Hi,

It is not linked directly but you can identify the call using contact id. There are reports like Customer experience detail which will record each and every call came into the call center.

I hope it helps.

[georgefeng]

Thanks shaikht
I can see contact ID in IQ and UCID in ACR. but how do I linked them together?

[shaikht]

Hi George,

As informed earlier,you cannot get it directly but it can be achieved.

Please check with Avaya Professional services as they can design a report giving UCID with contact id in CED reports.

[georgefeng]

Hi shaikht,
are you able to provide the local Avaya contacts which help us to achieve it ?

[shaikht]

Hi,

Please contact your Account Manager and he/she can engage APS for you.
I hope it helps.