I have a UCCE v12.5 environment and am looking at the Call_Type_Interval table (CTI) trying to understand some of the fields that customer is reporting on.A question was raised as to why the "CallsOfferred" field doesn't match (or is lower) than the ...
Forum Posts
Version 12.6(1) Build 12.6.1.10000.21I create dashboards for our small call center teams which display Agent Name, Agent State, Reason, Duration, and Extension. What the agent is going to route the call to its destination, they have been able to high...
Resolved! Call forwarding
Hello all,I am configuring a new hotline in UnityConnection.My question is: one of my targets is already an agent who is a member of a contact center. and this call should be forwarded to another agent if he is not available.Is it enough if I forward...
For Cisco ICRS Finesse - softphone is successfully acquiring Device ID, but receiving "Generic Unable to Login"
Afternoon, In webex contact center, we created a userprofile that we thought would allow an assigned supervisor to make Q adjustments - teams changing quite often. We have all of this done, except when the user makes the change, the save button is...
Hi, I Want to know if we can make Side A Rogger/PG as Side B and Side B Rogger/PG as Side A ?We are planning to switch All ICM components of one data center into Side A where it is running as Side B.
Trying to Set Enterprise Call Info to populate Call Peripheral Variable with Date and Time call is placed in queue. This for use in Finesse using 2Ring gadgets. Can't figure a way to combine Date and Time in the Expression editor so we can populate a...
Hello everyone, I am integrating Finesse with ZenDesk to create tickets automatically every time an agent receives a call. At this point I have managed to send the request to ZenDesk for every call through a WorkFlow with the call details needed to c...
Resolved! Cisco Quality Management 11.5
Resolved! tomcat-trust - selfsigned - expired
Hello,The tomcat-trust certificate - IEEU100.ieeucentral.com is expired. It is a self-signed RSA. I show I already have on the same node, a tomcat-trust CA-signed for IEEU100.ieeucentral.com which is not expired. This was issued by our DC. Do I n...
So sometimes, for multiple hours, when i call into a customers hotline with reactive debugging, i will hear a custom prompt playing as soon as the script reaches "Select Resource". I already checked the CSQ, the Agents of the CSQ, their devices, the ...
Resolved! CUIC preference order of Filters
UCCX / CUIC 11.6.2I am running a Call Variable report, I am filtering on a particular Application and a particular Call Variable.The Call Variable field will be True, False, or blank. In CUIC, in the Call Variable filter I entered True , False ...
Does anybody know if there is a Cisco CCB solution when moving to an SBC versus an Ingress/VXML combo gateway where the stock Cisco .tcl scripts and configuration reside for CCB to work? We are moving to an Audiocodes SBC and will no longer be using ...
I need to check when agent skilles removed or added.
Hi, I need disable a popover when agents receive calls. Did you find how we can do it? Regards
