Hello everyone, I have a CCX 12.5.1 and I'm trying to change how Supervisors are seeing Recent Calls history and Recent States history from Agents. When a Supervisor clicks on "view history" button from an Agent they have this view: As we can see a...
Hi, A new Customer of mine is having an issue and i'm having a hard time finding the issue to replicate it. What happpend : PRI -> Gateway -> TP cucm -> Trigger UCCX, caller dial 0 -> goes to reception -> reception forward calls to another trigger to...
Hi Team, want to confirm, my customer need a confirmation for abandoned call on UCCX. currently im using uccx 12.5.1my customer reported that when a call hit agent1 and agent1 not answered the call, it will mark as abandoned. even if that call are ro...
Hello. I have a customer with a cluster of two UCCX servers, one of them is in partial service:In uccx serviciability, for that UCCX2 server, I found that it is due to Unified CM Telephony Subsystem: (It is the only one in this state)In RTMT I found ...
Our customer has a UCCE v12.5 12K solution that's in production. Looking at one of the stock CUIC reports called "Peripheral Skill Group Historical All Fields", we noticed that in the 1:30pm interval, our Max Wait Time suddenly jumped from 1 hour to ...
Hello, Could you please tell me, how i can find in which teams does one csq participate?
When I call outbound I cannot be heard , I have restarted application doesn't help I have a error message that says connection to phone service failed
I'm using the DB Write step in my UCCX script (v11.6.2) and would like to gather more information if/when a SQL Error is encountered. Is there a way to gather the specific SQL error that was returned and have it write to a custom call variable in the...
Hi guys, Our PCCE predictive dialer is not adjusting lines per agent even though abandon rate is far from configured 5 percent. We have a lot of agents in reserved state for long time. We are using campaign manager from Cisco's solution plus program ...
Hi, I have the following:CUCM 12.5.1.11900-146UCCX 12.0.1.10000-24 (ES03-36)IM&P 12.5.1.11900-117 The chat in Finesse desktop is working when we had a user manually, i.e entering the user@domain in the search field. But if we want to do a LDAP dire...
Hi Team, There are several CUCM phone part of hunt group, I want to move them to UCCX using script and CSQ logic.My question is that the jabber extension which is in hunt group can be an UCCX agent at same time? Basic I want to move hunt groups to UC...
I am using the below query to get me the agent data along with skill-groups, team assignment , Peripheral Number, is supervisor or not etc but this doesn't include agents with no team assigned. How can I modify this to include agents with no team ass...
CUCM 11.5UCCX/Finesse 12.5 Currently we use LDAP integration and authorization in our CUCM for all users. Our Finesse agents use their LDAP credentials to sign in to Finesse to take calls. The issue is if an agent changes their LDAP password in the m...
We are currently trying to perform conference calls using the API call "CONFERENCE_CALL_REQ" from "CTI Server Message Reference Guide(Protocol Version 24) for Cisco Unified Contact Center Enterprise, Release 12.6(1)" This conference request works fin...
We are looking to upgrade the current environment from PCCE 12.0(1) to PCCE 12.6(1).The current ESXi version is 6.5.Based on the virtualization guides for PCCE, I am able to see that PCCE 12.5(1) supports ESXi 6.5, 6.7. & 7.0.In the mean time when re...
