Hi, We have implemented Courtesy Call Back and it sends the call to the CallBackEngine on the VXML application and in there on Intercept Caller Hang Up I get and error. However, there is no extra logging to see what the error might be. I literally ...
We have run into calls getting stuck in queue when being transferred between CSQs. CSQ 1 answers an external call, but then needs to transfer the call to CSQ 1. The dialing pattern the agents are using is a Translation Pattern and according to http...
We are a hospital and have upgraded our UCCX to 12.5.1 SU1 due to numerous issues. We have run into a bug CSCvt65696 and need to upgrade CUCM from 12.5.1 SU2 to SU4. In our test environment, while upgrading to the inactive partition any new Finesse...
Greetings for All, I have one requirement from our SOC department that our current UCCX 10.5 that have Tomcat version 7.0.39 which has many security vulnerabilities so they asked to upgrade it to Tomcat version 9 or later, so is there a way to upgrad...
What is mean by configured, can any one share list of Processes with details. vrupim.exe : ucce-PG9B vrupim - pim2 - [CVP_2 CONFIGURED] : 26.08:26:33vrupim.exe : ucce-PG9B vrupim - pim1 - [CVP_1 CONFIGURED] : 26.08:26:33
I work for an insurance company and off the main menu we prompt the customer "if its a new claim press 3". Once the customer pressess 3 I then want to play a prompt asking if the claim involves auto glass replacement press 1 now, otherwise remain on...
Hi All, May I know if there is an option in cisco finesse, where the agent is able to see the name when he/she gets a consult transfer call? We know that we can able to see the name in the Jabber, if the person's name is saved in contact list. But w...
First time doing Contact Center Management Portal (CCMP) install and followed Install guide for configuration/setup and used most of the defaults they recommended in the doc. However, I'm not able to access the portal URL (https://{app server}/Porta...
Hello Community, A customer is experiencing an issue where some agents of contact center are going to Not Ready state when they are handling a call. According to the CUIC Reports, the reason code for the not ready state is Agent logon but the agent ...
After PCCE 12.5.1 upgrade we observed that in cceadmin under inventory tab ,when opening the cvp statistics icon, it pop-up and shows in the window as "Unknown error response received from server. A possible reason is that Tomcat Service is not runn...
Hi, I have a question to the community here, according to me the dequeuing of a call to anther CSQ has not dependencies ie if the dequeued option in the script is hit the call should be moved to the overflow CSQ as per script whether there is Ready A...
I ran into an issue were callers would receive "I'm sorry, we are currently experiencing system problems" intermittently. I traced the issue down to one agent that somehow we missed turning off the forward to voicemail option on ring no answer. The v...
Hello, our company is currently hiring for a few different positions, one more around UCCE/PCCE as well as Webex Contact Center, and one more around contact center application development. If people would like to learn more, please message me/email m...
Can someone explain the difference between HoldTime and IncomingCallsOnHoldtime and is one included or a part of the other?Here is a scenario as to the question. Scenario: If an agent places an incoming caller on hold and uses another line to make a...
HI, Is there any inbuilt or cisco supported Rest API's to extract live CVP IVR calls and agent details?ucce v 11/12.x Thanks.
