Contact Center

Hi, I need to make a script where some people will be log on with cisco agent desktop and some will be only able to answer with cells how can I do that ? Is it possible ? if yes Have you got an example ?Best regards,Ludovic GUYOMARD

Anyone knows how to set custom or dynamic message for customer at or how the DARS worksstart of the chatEnd of the chatduring live chat if technical error faced.After hours of operation.Currently it plays the content set in chat unavailable  variable...

Hi Team, Kindly advise on the logic of call routing as of the attached in uccx report , Agent "A" was only offered 17 calls , while C was offered 52 calls in the same shift. Also "B" in morning shift from 09:00 to 03:00 pm  was only offered 31 calls ...

Components:ICM : 9.0.3CUCM : 9.1.1(a)Finesse : 9.1Issue : When trying to login to Finesse desktop, getting error "The device assiciated with the extension or dial number specified is invalid"Troubleshooting Steps Tried:1. Tried with 2 different phone...

Hi Team,We have a call center uccx setup, with two IVR (different companies) link and two different PRI lines, so each agent has two user IDs and so two extensions for one user from difference DID range. For instanceAgent A-01 0456Agent A-02 0348Ther...

I've seen other posts related to this, but I'm still a little confused about when to use the Terminate step in a UCCX script.   I had always thought that you should use the Terminate step to not only terminate any call legs, but to also free up any r...

Hi Team, I am looking for callkeyCallId, CallKeySequenceNum, callKeyPrefix in Cisco Finesse as I want to map outbound call with TCD. Please advise. RegardsDharmendra 

Morning all - I'm reaching out in hopes that someone has successfully implemented a UCCX/Service-Now or other helpdesk software integration. What we are looking to do is have a ticket automatically created when a helpdesk agent answers their UCCX ext...

Hi ,  Does any have the Query to see a Specific PQ has what are Agents and Attrubites assigned or An Agent Belongs to what all the Attributes and PQ.  We tried writing JOIN Query using multiple tables but ended up in getting wrong result. In my Examp...

Hi AllNeed to know if the following would be possible utilizing a script within UCCX.Scenario is i have agents phoning clients from their mobile phones and need these calls recorded. So was thinking i could create an IVR where these agents can dial i...

Hello, I have a request from the customer.If the caller hangs up within 15 seconds of entering the queue, they don't want to count this as an Abandoned Call on a Report Data. But if the caller hangs up after 15 seconds, that will count as an Abandone...