Contact Center

i have uccx 12.5 and cucm 12.5 i need to change uccx aa.aef to be" Welcome to XYz Company if you know the extension please dial it now or press 0 for assistant"instead of default script flow " welcome to the automated  attendat enter the phone no of ...

Hi We have a customer that has a UCCX mostly used for inbound calls. Customer asks the following:Agent has received an inbound call and wants to call back the customer at a later time.Question: is there way to relate these calls? I mean the manual ou...

Hello I have problem in CCX 11.6  agent showing error Live Data is not available after repeated attempts after that all calls  disconnecting automatically you need to reload the browser and make it ready again this happens every 2 5 minutes.

UCCE v12.5.Using the canned UCCE CCB scripts, trying to see if there's an easy way to dynamically change the "qname" in ICM to send to CVP CallbackEntry like {Data.Session.qname} or something similar that works so control is handled in ICM. Trying to...

Hi. I have many agents configured in UCCX and to be honest there is a little mess with them all. How could I get to know which agents are active and which are not? Is there any report to get these info or maybe a sql query that could I rut to get inf...

We are hoping to get users off of FIPPA, due to it's inherent security vulnerability (they insist upon using one-button login) in addition to it being an overall buggy solution. We prefer to get them onto Finesse, but we need a good argument. Just lo...

I will appreciate if some one can Share IVR Based Campaign SCCP Dialer configuration Step By Step 

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...