Contact Center

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 ...

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...

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...

Hello , I know we can create global or team directories but can i create custom contact lists for per agent. Agent 1 and Agent 2 are in the same Team ,Agent 1 and Agent 2 will have its own . Regards

Hello All, is it possible to load a wsdl uri from property file or dynamically as per environment(dev,qa or prod).Now I'm using a decision element which identifies env first and I've used web service element with static URI. Thank you in advance.

Hi, We are using ECE 12.0 and getting below error in FireFox . Cookie “egain-last-request-id” will be soon rejected because it has the “SameSite” attribute set to “None” or an invalid value, without the “secure” attribute. To know more about the “Sam...

Hi,Is it possible to automatically set the agents back to ready state in Finesse when the jabber is back up and running after a "phone failure"?If not, is there a way to alert the agents that they are in a "not ready" state?We have UCCX in version 11...