Contact Center

Hello everybody, Okay, I’m discovering Unified Intelligence Center for the first time and I have a really weird behavior: column names just don't appear when I visualize a report. When I export it to excel, it’s present. Here is a screenshot so you c...

We have agents who handle e-mails using UCCX/CCP through Finesse and we are trying to figure if there is a way either in UCCX/CCP or in the Office 365 e-mail account to have all e-mails that are replied through Finesse to have their From field modifi...

Hi, We have a cluster of QM WFO installed on a Windows Server 2012R2 with SQL Server 2008 and we need to upgrade to Windows Server 2019 – SQL Server 2016 or 2017.What is the best way to do this upgrade? Checking the procedure of Backup and Restore fo...

Is it possible to reclassify a call to callback from an IVR script? Meaning a call goes out, the caller gets a menu that prompts the caller to press 1 for an agent or 2 for a callback. If the caller presses 2, how do I reclassify the as a callback  (...

Dears,It's a UCCE environment version 12.0.We're facing an issue on the CVP servers where Call Server can't be up on both sides at the same time. If SideA is up then CallServer SideB is down and we cannot start it and if SideB is up then we cannot st...

Hi all, so I have read through this post and am trying to do as Deepak suggested. https://community.cisco.com/t5/contact-center/cuic-not-ready-reason-code-reporting-issue/td-p/2661311 I have created new reason codes in Finesse and am able to use them...

How to get the Cisco Unified Contact Center Enterprise Software

What script sample cane be used to grab/get any Rest-Api Header/payload information when using a Finesse Workflow and a Browser POP? Has anyone done this before and willing to share their knowledge or sample script? I am a beginner with Java and othe...

Hello all, We are building a website that will contain internal-only phone numbers. We'd like to add links to those numbers so that on click, it automatically launches CAD, prompts for login if not already open, and phones the number provided. I bri...

I have a customer running CCX 11.5.1.11001.34 and we are migrating to a new cluster running CCX 12.5.1.11001.348 in a new data center. I did a python script that I was able to use to migrate the vast majority of the data, but how to handle the schedu...