Contact Center

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I am trying to set up PCS for selected lines on which the call simply Queued to an agent after IVR treatment . for any incoming call there are 2 possible treatment for the call . if the caller selects to speak to an agent hence the call is queued to ...

From the 12.0 UCCE Installation Guide: The EDMT tool can also be used to migrate data from a Logger or HDS production server, to the one that has already been staged on version 12.0(1). These two-pronged upgrade steps are typically performed to reduc...

Forgive the basic question, but I am fairly new to CVP coding in studio. I have an app that is prompting the caller for an extension and then a DB lookup after that to query for the agent name based off of the extension.  That part works great. I nee...

Currently in Script steps we pull data (via a jdbc connection to a datasource) from a ticket system using  the DB Read / DB Get steps  , make them variables , then present them in the Finesse Desktop Call Variable Layout. Currently gather several pie...

lleweyiss by Level 4
  • 3 replies
  • 0 Helpful votes

We have a UCCX 11.6(2) environment with CM 11.5, and we're trying to enable silent monitoring for our contact centers.  We've tried to reference this document:Feature Configuration Guide for Cisco Unified Communications Manager, Release 11.5(1) - Sil...

schwabcm by Level 1
  • 7 replies
  • 0 Helpful votes

I noticed something interesting in the latest Finesse 12.5 ova Readme. Under the notes section, it now says that Disabling LRO is no longer required for ESXi.   5.0 Notes:This OVA file uses VMXNET3 type for network adapter. Disabling Large Receive Of...

Hi All We are trying to upgrade one of our customers  currently on HCS CC 10.6 agent 1000 to HCS CC 11.6. We found out the hard way , 1000 agent model is not offered anymore.based on the documentation , we really need to stage a new boxes and convert...

Ashmoobed by Level 1
  • 0 replies
  • 0 Helpful votes

Hi EveryoneI just had a call from several different call center managers stating that all the agents in the call center would try and login and go into the ready state and when they did they would be forced to not ready. They told me that this happen...