Hi, we have developed an integration with Finesse on UCCE/PCCE for monitoring real-time agent states. Our integration requires us to use a Finesse supervisor account which can monitor agents in up to 20 teams. If we have a customer with more than 20...
Forum Posts
Customer has Finesse 12.5 running in their environment.Supervisor want to see the Live Voice CSQ Summary report but I am told they are only seeing the Snapshot option.They would like to see the Short or Long Average version, but not seeing that optio...
Resolved! VRU connect port for two CVP Pim's
Can I use the same VRU connect port if I have two CVP PIM's configured on the same PG. I have tested this in lab and do not see an issue with failover but wanted to make sure. I know there are some components in ICM which needs a unique port number b...
Does anyone know Cisco ICM Internet Script Editor (ISE) v10.5 or v11.6 works when using it within a VDI Citrix, or Zen App environment? If someone could let me know, I would appreciate the help.
Odd situation that just started happening. Calls are coming in over a sip trunk, and originally land as G729. The call is transferred from the phone it lands on via CFA to a UCCX script on another cluster (connected via a SIP trunk). The call is u...
Dears, I have a UCCX 11.6 and i need to modify Voice CSQ Summary Report on the supervisor Finesse Desktop to show him only the Queue related to his team and not all Queues in this Live Data Report. Any Help Thank you
For some reason I can't log into the CCX editor. Version 11. I've tried as an administrator, using IP, using hostname and I get a com.sun.jersey.api.client.ClientHandlerException:java.net.SocketException: Permission denied error (see attached screen...
We have 8 agent all assigned to 4 different queues.For all 4 queue we want to limit to 2 the total call that can be managed (queued+talking) so only 2 agent can be busy for every queue.We have 4 scripts (1 for every queue) in wich we have used "Get r...
Hello , I have cisco CCX version 12.5 and im trying to show the agents what the customer has chosen in the IVR . ex which language the caller has chosen. I already have got some in information from the script and it shows in the layout variable for...
I have a pretty good firm grasp on how Competence Levels work for inbound calling CSQ's however, I am a little fuzzy on how this would work (if it even is a thing) for E-mail CSQs. The desired affect is if Agent A has E-mail CSQ1 @ level 10 and E-ma...
UCCX, v10.6.1 We have a request to create a csq that when called will ring on every agent in Ready. I don't believe this is possible. I tried to get them to set up a priority so that the skill group would have priority over all other skill groups...
Does anyone know or has access to the create view script behind the Router_Queue_Interval view please?We've recently moved to UCCE from UCCX and we want to create some dashboards that are not using the set interval data, so having a feed of the raw d...
At Fri Oct 29 21:41:41 EDT 2021 on node ipt-c1-sub6.chp.clarian.org, the following SyslogSeverityMatchFound events generated: SeverityMatch : CriticalMatchedEvent : Oct 29 21:41:33 ipt-c1-sub6 local7 2 : 94037: ipt-c1-sub6.chp.clarian.org: Oct 30 20...
Hey AllHelp please meI can't figure out how to implement:The call through the Call Redirect Step has successfully gone to the employee, his phone rings, but he is not there. I want to inform the caller in 10 seconds that the employee is not present a...
Resolved! ECE 12.5.1 - Agent Availability Check
I am attempting to configure the Agent Availability check for a given Entry Point. I have: 1. Configured the Agent Availability option on the Entry Point to 'Required' 2. Configured the Agent Availability Check Mechanism to 'Absolute' 3. Configured...
