Contact Center

I i need add phone book to agent dashboard cisco finesse . I created the phone book and assigned to team but how make it appear in agent dashboard like reports where can i find the path i fetch date of phone book like this for report  but need it for...

I have a couple of Agents who would like the ringing notification for the inbound call to ring to their laptop speakers rather than in their headphones. Is there a way to configure this? 

Currently have a single UCCX server running 12.5.1.11002-481 that has been working fine for a number of years.  It's still impacted by the Bug (CSCvy99583) which requires services restart every 180 days, so logged in yesterday to restart and was gre...

HiI am adding some functionality to an existing application and I am running out of call variables.I have used the callVariable1 to 10, but I need some more.I read about adding ECC variables, but these extra variables should also appear in reporting,...

Hi everyone, We recently added a second node to our UCCX cluster (HA setup). The following steps have been completed: JTAPI resynchronization was performed successfully. Version and patch levels are consistent across both UCCX nodes and CUCM. Afte...

I'm getting an error on domain manager:  Organizational Unit Validation ErrorsValidation error for organizational unit: OU=Cisco_ICM,DC=UCCELAB,DC=COM Error | LocationUnable to load Descrectionalry ACD: | OU=Cisco_ICM,DC=UCCELAB,DC=COMMissing/incorre...

We are hitting bug CSCvq13638, but the workaround offered by TAC doesn't really help much (TAC suggests to install a seperate ide and move it to CallStudio afterwards). Are there any other solutions for this which you can think of? Issue:We import ou...

We have a customer using Cisco NBR recording, and we’ve successfully identified the participant roles (visitor or agent) from both near-end and far-end audio—this works for both physical phones and mobile agents. However, we’ve noticed that the agent...

Hi, Good Day. We are running UCCX 9.0.2.11001-24 . There is a agent who have a intermittent problem where the phone ring but it will drop within 1 second before agent pickup the call . From the MIVR logs it show transfer interrupt but not able to ide...

Hi team,I am a newbie to the UCCX.I'm currently working on a UCCX script (version 12.5) and running into an issue with the following call flow:Caller dials our pilot numberHears welcome.wav (Welcome IVR)Inputs 54321 to access the support menuHears ma...

Hello,I'm trying to calculate how many agents were logged on for previous dates at particular time interval (ie. 9am - 5pm and etc) for specific Team. Looking for the historical data that would provide Total Agent Count of logged on agents. I can get...

HiUsing PCCE 12.6 and CUCM 12.5,I have call data issue when agents do Outbound call with conference;Some calls have the correct TalkTime column in the TCD (similar to the record length),while others are shorter than the record length, Exactly correct...

Hi, we are using UCCX with HA newly setup. While logging into Finesse desktop as agent, we are unablet to get the live data. It throws an error message :HTTP 404 error : Unable to load the gadget. Contact your administrator.:However when the agent lo...

Hello,I have an issue with a UCCE 12.6(2) system reverting back to old registration and authorization data.Using the Unified Contact Center Enterprise Management web portal running on the AW server, under Infrastructure>License Management, I can use ...