Contact Center

In Detailed Call CSQ Agent Report - Snapshot, I have noticed that there are several calls to the same agent with Ring Time equals to Ring No Answer Timeout. Since I have identified these calls are re-distributed calls from the CSQ after the same  res...

Agents sometimes cannot open the web browsers to access the finesse desktop. The agent's logout reason was agent initiated and connection failure. Their agents often connect failing the server. The reason code is a connection failure. Which logs do I...

I'm posting this as a "discussion," even though my issue has been resolved, to possibly help the next customer who is surprised by this and (maybe?) to get someone at Cisco to notice this. The UCCX 12.5(1) install/upgrade happens to install the Docke...

Hi All. I am trying to get the session id for the each call and trying to pass that to Cisco AQM as meta data. The session ID has to be retrieved by data type Long, but when I pass this value to AQM its not accepting as its not string. How can I conv...

This is my first time being part of a deployment where we are using a VVB instead of VXML gateway. With bootstrap, ringback and error tcl configured on VVB, do we still need to define the service application for them on ingress CUBE along with dial-p...

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...