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I'm currently integrating a call recording platform (NICE) with ICM 4.6.2 and an Aspect Call Centre platform. I need to end a screen recording at the point at which the Agent state changes from 'Wrap' to 'Ready' or from 'Wrap' to 'Not Ready'. Ideally...

ppryer by Level 1
  • 979 Views
  • 4 replies
  • 0 Helpful votes

Hello everyone.  I am preparing to meet with a client to discuss a new implementation of UCCE.  One of the features they would like to add to their contact center is screen pop (SAP) for their agents.  I've never had to plan for this type of integrat...

i have call back script and call back goes to only one csq not routed by incoming csq example call came from IT-EN-CSQ and accepted offering call back  call back goes to callback csq which has another agents not assigned to IT-EN-CSQi need call back ...

OEmam2 by Level 1
  • 1225 Views
  • 9 replies
  • 0 Helpful votes

Hi Everyone, I may just be overcautious, but I want to be extra careful when making changes on UCCX. My question is: can I update the Mail Server field under UCCX admin > Subsystems> eMail Configuration to a different fqdn while in production?  We're...

Jesse3620 by Level 1
  • 943 Views
  • 1 replies
  • 0 Helpful votes

Users login to Finesse on Chrome (latest), they are on a VDI server accessed through Citrix Workspace. They experience an issue where they lose Live Data. It will spin on 'Establishing connection to Live Data', indefinitely. Only happens to one user ...

dannoofWI by Level 1
  • 1359 Views
  • 1 replies
  • 0 Helpful votes