I have a pretty good firm grasp on how Competence Levels work for inbound calling CSQ's however, I am a little fuzzy on how this would work (if it even is a thing) for E-mail CSQs. The desired affect is if Agent A has E-mail CSQ1 @ level 10 and E-ma...
Forum Posts
UCCX, v10.6.1 We have a request to create a csq that when called will ring on every agent in Ready. I don't believe this is possible. I tried to get them to set up a priority so that the skill group would have priority over all other skill groups...
Does anyone know or has access to the create view script behind the Router_Queue_Interval view please?We've recently moved to UCCE from UCCX and we want to create some dashboards that are not using the set interval data, so having a feed of the raw d...
At Fri Oct 29 21:41:41 EDT 2021 on node ipt-c1-sub6.chp.clarian.org, the following SyslogSeverityMatchFound events generated: SeverityMatch : CriticalMatchedEvent : Oct 29 21:41:33 ipt-c1-sub6 local7 2 : 94037: ipt-c1-sub6.chp.clarian.org: Oct 30 20...
Hey AllHelp please meI can't figure out how to implement:The call through the Call Redirect Step has successfully gone to the employee, his phone rings, but he is not there. I want to inform the caller in 10 seconds that the employee is not present a...
Resolved! ECE 12.5.1 - Agent Availability Check
I am attempting to configure the Agent Availability check for a given Entry Point. I have: 1. Configured the Agent Availability option on the Entry Point to 'Required' 2. Configured the Agent Availability Check Mechanism to 'Absolute' 3. Configured...
Hi Experts While Im doing some scripting for REST API Call, my web server needs exact below message ( including the double quotes) in the Body message, But when I make the REST call UCCX is automatically removing the double quotes characters from ...
Dear all, Currently we deploy a Callback script based in this paper: https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/214522-configure-custom-script-for-callback-fea.html The problem appear in the "Call Redirec...
We have PCCE v11.6 setup hosted across two DCs which is also referred as Side A and Side B Both the Hard drives C: and of ROGGER VM on Side A had been increased by 100GB by mistake which eventually broke the monitoring capabilities (System Alerts Gu...
Hello everyone!We are trying to integrate Live Data gadgets into Finesse desktop. Supervisors could use the LD gadgets but agents couldn't. They see error message "You are not authorized to perform this operation. Please authenticate with valid crede...
Hi I read on design guide PCCE 12.5 for HA virtualization for PCCE. below the capture https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_5_1/design/guide/pcce_b_soldg-for-packaged-cce-12_5/pcce_b_soldg-for-p...
Hello Everyone,We have 2 applications and 1 CSQ. Each application represents different departement. The supervisors from each departement mainpulate their own agents by adding and removing to/from this CSQ. The challenge I have is to provide a custom...
We need to import stored procedure into db_cra for customized report definition. According to our understanding, the new procedure would be stored under "uccxhruser"' user. However, after we imported, we cannot add report definition based on these ne...
Has anyone ever seen an issue where you pick up a call coming through Cisco Finesse, and instead of a caller on the other end, it is hold music playing? That just started this week and we do not know why.
Hi, We have existing environment with Cisco UCCX 12.5 which need to be migrated to another UC cluster. we partially did the migration including relocation to another host, IP, DNS and Domain changed but issue is related to RmCm which is stuck on "ini...
