Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...
Can someone help me design a sql query to get the abandoned calls while waiting on queue + the abandoned calls while ringing on Agent. I'm trying to use this query on UCCE 11. Also it would be very beneficial to to include the caller ANI in the quer...
Hello, I am trying to find a way to get the Average call handled per month for each agents. Cisco Unified Intelligence Center 11.6 Thanks,
I am trying to use expression editor to change string in time format(10:10:00) to the actual time format (T[10:10:00]). The syntax is Time.valueOf(string)but I keep getting errors.Thanks,
Hi, Implemented the Agent Greeting in UCCE environment. Upon testing everything looks normal except the greeting audio (not hearing to the customer or agent). Micro App script for play greeting is invoked up on answering the call. CVP IIS access log ...
I created this post to ask Cisco support team to update timeZone file for UCCX 12.5 SU1 server..The current file is old and is related to October 2021.The file name is: (ciscouccx.dst-updater.tzdata-2021a.el7.cop.sgn) Now the file related to CUCM 12....
I have a working custom designed chat application using REST ECE Messaging APIs. Now I want to extend this to allow agent's to send attachments to customers. When an agent send's an attachment, as expected, I receive a callback on my apps webbook URL...
Hi all, I have Enterprise Chat & Email running on version 11.6. It is using the Database Cluster of the customer. Now I need to change the hostname of the external database in my ECE configuration. Does anyone of you know if this is possible? I canno...
Hi We are using ECE for email and chat integration. We have configured business rules and workflow to receive emails, however now we want to be able to send email using the logged in mailboxany help appreciatedRegardsAmith
Hi all, since last Friday all calls on both my contact centers (not in HA) get stuck in the queue and don´t pass on to the agents, who are all on ready. I already did read a lot on this board and other similair issues and I checked a lot of stuff an...
Hi Everyone. New cisco account, so it looks like I'm new here. But I've been around for about a decade now. Over the last couple of years, I've deep dove in to Python programming, and gotten pretty competent in it. I'm a Cisco voice engineer by t...
Hello, I need your help regarding obtaining some values from a JSON array in UCCX? Here is a JSON file example:{ "took": 252, "timed_out": false, "hits": { "total": { "value": 1, "relation": "eq" }, "hits": [ { "_sou...
Hi Everyone, Trying to verify passing of data and extraction of value using local test json-server before testing with CRM JSON Path expression - "$..first_name" looks correct, validated online with jsonpath.com and Postman's JSONpath Visualizer. Tri...
I created a post-call survey scripts that records the survey results to a MS SQL 2014 Database. I use the PostCallTreatment final String variable to trigger the Survey.aef script when the agent uses the [End call] within Finesse. The DB Write works 9...
All, I am needing to configure a wrap up time for the first time on UCCX 10.6. Previously, I Always had Wrap Up time set to disabled. The current customer that I am working for needs 30 between the time the agent hangs up on their current call and t...
Hello ,we have webex CCE lab right now.I wanted to see how many agents available from CUIC , but I dont see any values . And I have admin rights as well.could anyone help me this what could be the reason . I have attached a screenshot also.
.jpg "VIP Advocate"){kind=icon}
