Hi all. I’ve recently watched the Contact Center Express (CCX) Update and Roadmap – (DGTL-BRKCCT-1011) Cisco Live presentation and I'm looking for some clarification regarding the announcement about Cisco Webex Workforce Optimization The roadmap sugg...
UCCE /PCCE Smart license activation for 12.5.x Dear All, I am middle of the CCE upgrade process for 12.5.x version. And I have few doubts about the CVP and ICM call process. After upgrade, Cisco CVP/ICM from 12.0.1 to 12.5.1 will accept the calls or...
HTTP continuous audio streaming is a new feature that is introduced on VVB 12.5 (within a UCCE environment), but I am trying to see if there is a way to set it up as well in a UCCX environment.I can see it works if using an 'static' wav file (same as...
Bridge Transfer feature is introduced on VVB 12.0 on a UCCE environment. Is this available on UCCX?I am using UCCX 12.5 in my lab, where I created a VXML doc that would setup a bridge transfer, but this never connects. Looking at the logs, I can see ...
Hello everyone, I need to login to UCCX 11.6 Informix database as dbadmin rights to create a new procedure for a custom report. As far as I know, uccxhruser account which is used for CUIC reporting has readonly rights in db_cra database. When I log...
Hello All,UCCX: 10.6Due to the 8000 row limit with CUIC I am not getting all the data I need.I'm running the Agent Detail Report and selecting 11 total Agents and getting the data for "Last Month". With this, the results is leaving out all the data f...
I am trying to streamline our UCCX applications. Currently, we have the call coming into Unity Connection via a Call Handler. That CH provides the caller with an English and Spanish option. The CH then forwards the call to the appropriate trigger i...
Hi guys, We've run into an issue when trying to do an integration between our CAD agents (Version 10.6) and our internal CRM (BMC Remedy). Basically, what we're trying to do is read some parameters from incoming calls (calling number, etc.) and c...
HeyI have a requirement and I did configure it but it doesn't seem to work. So the requirement is as below:We have a script where if agents don't answer after a while, call gets redirected outbound. My manager wants information in the report when a c...
Hi Experts , We have outbound options , if customer doesn't pick the call and then we are sending recorded message to callers phone , this would happened because if node in ICM condition Call.BAResponse="CPA_AnswerMachine" i guess if i am not wrong. ...
Hi Team,This might be silly but where can I set or reset a CUIC User (no in the AD) password ?ThanksNick
Dear members,We're facing an issue in Finesse with the "Agent Live Data Report" where the "Agent Name" column is not showing the agents' names but dots instead.In CUIC the report is executing successfully and we don't have this issue.Any suggestions ...
I have a UCCX 12.5 server with desktop chat enabled. We have users and presence working. I would like users to be able to call contacts they find in the desktop chat, is that possible. We can add contacts to the phone book but I would like the users ...
Can you integrate On-Prem UCCX to Salesforce Lightning? Or is this for Contact Center CJP Cloud only?
Hi Cisco Team, Due to covid, we allow users to take calls through Jabber from home and access finesse through RDP Citrix xen app.Uccx version : 11.6Citrix xen app : 6.0As per cisco compatibility guide, uccx 11.6 is compatible with Citrix xen app from...
