Contact Center

I would like to be able to run a report that will show me to the total instances of a custom call variable for a specific time period.  I can run the report and it gives me each instance but would like to generate a report that simply gives the total...

Hello, I need suggestion of the best way to route the calls base on Area Code in UCCX script. I need to build the script that can validate the area code and if this is US area code send call to US queue and if this is Canada area code to send call to...

We have a PCCE CUIC 12.5, with more than 820 agents. While running the Agent Login Logout Historical Report only allows us to choose 500 agents, so we have to run the report twice and choose the remaining agents. This consumes more time, and effort, ...

I have a requirement where I need to make the * same as the # key for DTMF data termination. i.e. the caller enters an account number where minimum length and maximum length are different, the caller enters the # or * key to inform the application th...

I am trying to add an agent to PCCE I chose the site but in peripheral SET it gives to me NO item foundI have PS1 and PS2 working and about 60 agents in PS1 and 20 agents in PS2

Team, I am looking to build a report or find something that shows me the daily average for calls in waiting. The screenshot attached is the live metrics. So anytime all of our techs are unavailable/oncalls etc. The client goes to that "waiting queue"...

Hello, my customer is using Cisco Unified Inteligence Center version 12.0(1) and they want to customize Call Detail Report to make that the field SkillGroupSkillTargetID shows a name or descriptions instead of a numerical Id.First of all, is that pos...

Hi there, Is there a possibility of changing the timer in which a chat comes in through Cisco FInesse/Social Miner? I have a customer who recently was cutover to Cisco Finesse 12.5 and they would like more time for an agent to accept a chat? Is this ...

How does a call get recorded as abandoned once it gets into a callback queue?  What would trigger it as an abandoned call?

Hi ALL, We are planning to install an anti-virus on the windows server wherein the ECE application was installed and we are looking at what files or folders we need to exclude on anti-virus scanning. I looked some the ECE Installation guide and it wa...

Hey Guys, I have a few call studio apps where we make a subdialog http call to an external vxml application. All works good in an ideal scenario. However, in odd-ball scenarios where caller hangs up mid way and didn't give the VXML app time to proces...