Please correct me if I'm wrong here, I'm deploying this for the first time. (I'm hoping that I'm wrong)I'm very disappointed in the lack of things a supervisor can do from the Finesse portal and can only be done by the UCCX admin.Specifically, a supe...
Forum Posts
Hi, Can we set a time limit on the time an agent spends on a particular Not Ready reason code in UCCX? If not possible in UCCX, can this be accomplished via any other application, say, work force management? My contact center supervisor would like to...
How can i extract first and last name of calling user once call lands on UCCX system. Our requirement is to get First name and last name of calling user and pass it to other application. I tried to use Get User field but it says- User ID is blank.
Hey all Is there a way to look up the original entry point that was called such as via a global variable or another way within Webex CC Flows?I am trying to achieve a Master Holiday Flow were depending on a logic statement of "IF originated from Call...
I have a question. I want to connect to IVR from Cisco VVB via TELNET, but I don't know COMMANDS. I need your help. Please, Give Your knowledge Thank u VVB ver : 12.6 CVP ver : 12.6
Hi team,I have experience in UCCE . I am now learning HCS - Contact center.I would like to know if anyone has checklist on the installation of HCS-CC (apart from cisco installation guide)Looking for more information related to step wise component ins...
I have written a reskilling web application and it has been working great on UCCX versions 10 and 11. As soon as a users enters a skill number in the web form javascript runs using the UCCX Configuration API (REST) to update the skill immediately. I ...
In my requiremnet ----- I have used "" Set Varibale Node"" to put multiple Precission Queues for **if(call.callerEnterdigits 1 ,2 , 3 etc)**.However If Customer press 1 , how to look only for that perticular PQ loggedOn condition with dynamic express...
Dears, We have done PCCE/UCCE 12.5.x setup certificate exchange procedures successfully. But for UCCE 12.6.1 certificate exchange procedure document/link is not able to find it. Please share the link for UCCE 12.6.1 ( after JDK changed)
Good day,Recently our platform migrated to Cisco UCCE 12.6 , after observed the the call Answered and Call Handled in the call type all historical reports is not matching. Checked the guide but not changes in table /columns /data structure. The call ...
Hello,I am new to UCCX Reporting. Our call center manager runs the Agent Call Summary Report in Cisco Unified Intelligence Center and would like the report to NOT include internal extension-to-extension calls in the Outbound On IPCC call count in the...
I have a CCX System version: 12.0.1.10000-24 I have configured an agent to be a supervisor by the following: Tools--> User Management--> Supervisor Capability View --> searched for userID and added it to Supervisor Box, clicked Update. When I go to ...
Resolved! UCCX Editor and java
Hello, This code is returning null in UCCX Editor but working in Eclipse, it returns an array of string. I should take anything in consideration while using this code inside UCCX? MyArray is defined as array of string from UCCX side. javax.xml.parser...
In a PCCE/ECE 12.0.1 environment the agents are unable to transfer chats to another agent. They can transfer to queues just fine. I've checked the ECE parameters allowing for agent to agent transfers and they are enabled. The transferring agent re...
I have a hold music .WAV file which is 3 min length . But I would like to announce to customers who are on hold a " generic hold announcement " for everyone 1 min . So how to slice it down from the script .any help would be greatly appreciated .
