Hi - I was hoping to get some help coming up with a query. I'm attempting to monitor simple call metrics to track workload.We have a group of employees at a call center. I'm attempting to automate a dashboard for call metrics. I am looking for per em...
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Hi all,Just received access to a replicated UCCE awdb. I've been tasked to do some reporting off the replicate db. I've browsed the schema handbook, but was hoping to get some example SQL queries to get me started. I'm currently looking for the follo...
My CUCM is version 12.5 and UCCX is version 12.5 (SU1). I configured a Cisco Jabber on agent's laptop. The agent's cisco Jabber and desk phone using the same extension. The Agent ever logged in to finesse with cisco Jabber successfully. Now the agent...
In an ICM script, we have an interruptible prompt playing a generic message, which is following by a prompt, linked to a menu. The problem is that if a caller presses (for instance) 1 to interrupt the prompt, ICM assumes that 1 is the CED and will au...
I have built a script with Dynamic expression .if(Call.CallerEnteredDigits==1,"Corp_Support",if(Call.CallerEnteredDigits==2,"VPN_Support","Password_support"))my call is going to "password_support" for any input other than 1 and 2 . however I want my ...
Hi Team, Hope you guys are doing well!! We have two node of UCCX publisher and subscriber, we can access publisher finesse URL without any issue but not able to access Secondary URL. We have noticed that "Cisco Unified CCX Notification Service" is Ou...
There were some security-related changes in the Finesse HTTP configuration , starting version 12.5That’s what the Cisco documents say:Security EnhancementsIn Cisco Finesse the following security changes are implemented:• By default, Cisco Finesse Not...
Resolved! Cisco UCCX IVR port License
Hi, Can any one help to get the following license attached? We need to understanding the Cisco UCCX agent license requirement.What is the relation between IVR port and Seat license? If we need 10 agent what will be the premium seat license and IVR ...
We have a call center that handles voicemails from multiple UCCX lines via Unity Web Inbox. The problem is, agents can't tell which UCCX application the voicemail came from. We could use a separate vm account for each line, but that would be clunky. ...
Hi,I am looking for a way to get agent details from UCCE using the agent's extension number or calling terminal(SEPXXXXD276XXXX).I am using JTAPI to get all the call events. The call events have calling terminal and extension number. I also need to f...
Running UCCE 12.0 and I'm at a complete loss here. We randomly get an above average number of abandoned calls. Generally in the first 30 seconds of being in queue. The TCD disposition is not any of the <7 codes, but the RCD does show error code 448. ...
Hello Folks,We are running an on-prem UC infrastructure CUCM v14 with PCCE 12.6 and one of our business units wants to present customer information (screen-pop and user data information) from their cloud-based SugarCRM to the agents. Does anyone hav...
Resolved! UCCX Menu that repeats callers audio
I was wondering if anyone knew of a way to have a UCCX Menu thats sole purpose is to basically test for one way audio. I am an engineer for a company and have on site techs who constantly call my phone testing functionality randomly just to see if th...
Hi, outbound call result 13 (Dialer stopped dialing customer due to lack of agents.) I've found this difficult to get a clear answer anywhere regards this outcome code and received the basic 'change your lines to agent ratio to avoid large numbers of...
Hello, Is it feasible to implement mutual authentication between CVP and a third-party middleware so that during the handshake between CVP and MW, MW asks CVP for its certificate and CVP sends the certificate (even though CVP and MW have CA signed ce...
