Contact Center

Hi, we currently have the Nuance Management Station 5.x suite and looking to get away from Nuance. Does anyone have a recommended UCCX 12.5.1.X ASR/TTS vendor solution other then Nuance? I found LumenVox but not familiar with this vendor. Thanks in a...

Hello,  I am wondering if it is possible to add the call session id as a call variable in UCCX we want to leverage that for ticketing purposes. if that is possible please share a doc

Hello,I need your help.If I want to search an agent by Name and Agent ID in Cisco Unified Workforce Optimization there is a pop up 'Internal Server Error' but if I search on other agents are appear., What's wrong with that agent? Thank You

So I recently configured Secure LDAP for a cluster. I am running into a issue where finesse users are unable to logon and get invalid logon or password incorrect. When I go back to call manager for LDAP Authentication and turn SSL off and change port...

I have a user using Cisco Finesse with Jabber as phone gets below error when he tries to Consult Transfer to a number using phone book----other users can do same thing without any issues. Can anyone help please? Thanks  CallControl : onTransferCallba...

Hi  We are getting an invalid ANI number on the report Abandoned Call Detail Activity Report.  Instead of showing the original calling number is showing the Cisco Unity Connection port DN Call Flow:   PSTN CLID(1-555-555-5555)   CUBE   CUCM   UnityCo...

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  (...