Contact Center

UCCX - Add additional extensions for monitoring only

Our Supervisor Desktop user wants us to add two Agents in order to monitor when they are on line, but doesn't want these Agents receiving Team calls. They are just in Supervisor Desktop for monitoring purposes.Can I add Agents without using additiona...

UCCX 8.5 Historical Report Data Missing

Hi All, We Have UCCX 8.5 HA. I have a problem when generate any agent report Oct 28-31 ( Agent Summary, Agent Detail, Login Logout ) from Historical Report. Error : There were no report data view in the date range selected. Please select a differ...

UCCE 11.6 . CUIC - Live Data Datasource Not Connected

I am in the process of updating a lab environment to match a customer's Production environment. The entire lab is up and active and everything is working as it should, except for Live Data. Looking in to the LiveData datasources, both LD servers in ...

Resolved! Can an IPCC Extension be on a desk phone and a Device Profile?

Can an IPCC Extension be on a desk phone and a Device Profile? Want to know if the users can login to either or with both of them assigned to their End User profile. Cisco Unified CCX Administration System version: 11.6.2.10000-38

Compiling Java in Call Studio 12.5

I think I've figured out how to compile CVP Java projects in Call Studio 12.5 using Java 1.8:1.In Studio 12.5, select the Window menu at the top and go to: Window > Preferences.2.In the left pane, expand Java, select "Installed JREs"3.In the "Install...

Resolved! PCCE v11.6(1) and v12.5(1)

Hi all, I have a requirement to validate functional operation between customer application and the Finesse API for v11.6 and v12.5. Are these PCCE/Finesse versions on the sandbox roadmap? If not, would it be possible to provide the software to upgrad...

Silent monitor/recording with Jabber 12.5 remote users

Good Day, As Im sure many of you have encountered, we have recently had to move much of our staff to home-based. To do that we are relying primarily on Jabber 12.5 softphones. I have a few of scenarios I am trying to clarify in regard to functionalit...

Resolved! Calls handled greater than calls presented?

Can anyone explain how it is possible for an agent to have more calls handled than presented? This is showing up in the real time reports via the supervisor desktop?I suspect that when an agent makes an outbound call that this gets pegged as a call h...

Cisco Finesse Not Ready Call Overlaps

UCCE 11.6 Finesse 11.6.1.10000-30 In the past 2 days we have had issues with users going into Not Ready - Call overlay. this has happened a couple times a day for no apparent reason. It will happen to a group of users, and then they recover. Whe...

[PCCE 11.6] ( Outbound Option IVR ) The Call is disconnect after answer

HI, Please help to solve this problem. I use PCCE 11.6 lab only with : Rogger, AWDB, CVP OAMP, Finesse, CUIC, VVB, Voice Gateway. I can user outbound option with mode AgentBase, but when use mode IVR. After the customer answer the call, it is disconn...

Cisco Certification : UCCE (500-440)

Planning for certification of UCCE (500-440).Anyone help..Which dumps to refer & how authentic it is?

Resolved! CCE 11.5 / ICM Scripting capture micro.app error codes.

Hi folks,Am trying to achieve the error code using the ICM scripting. Issue is calls are de-queued naturally or either by system. Am trying to figure out how, If I place before Queue to SG node, using Set Variable - call micro-app error.code and stor...

UCCX 12.0 - Finesse Wrap Up Code - Agent in READY?

I had an agent get an error while entering a wrap up code. From the Screen Shot I can see the agent was in READY state. I did not think this was possible and that the Warp Up codes were only available while the agent was in WRAP UP or TALKING state. ...

UCCX SQL Query

Hello Everyone,Looking for a SQL query which lists the prompts (Wav files) with associated scripts in UCCX 11.6. Regards, MK

Resolved! Playing a prompt and make some test in same time with UCCX

Hi, I have a question with UCCXI would like to create a script in which a prompt is played and a test is performed at the same time.I know it's possible by putting the call on hold but I have a lot of different music. And I can't dedicated CTI ports ...

Contact Center

Forum Posts

UCCX - Add additional extensions for monitoring only

UCCX 8.5 Historical Report Data Missing

UCCE 11.6 . CUIC - Live Data Datasource Not Connected

Resolved! Can an IPCC Extension be on a desk phone and a Device Profile?

Compiling Java in Call Studio 12.5

Resolved! PCCE v11.6(1) and v12.5(1)

Silent monitor/recording with Jabber 12.5 remote users

Resolved! Calls handled greater than calls presented?

Cisco Finesse Not Ready Call Overlaps

[PCCE 11.6] ( Outbound Option IVR ) The Call is disconnect after answer

Cisco Certification : UCCE (500-440)

Resolved! CCE 11.5 / ICM Scripting capture micro.app error codes.

UCCX 12.0 - Finesse Wrap Up Code - Agent in READY?

UCCX SQL Query

Resolved! Playing a prompt and make some test in same time with UCCX

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Looking for CUIC historical report that provides Total Agent Count

Unified CM telephony Subsystem is out of service in UCCX 2

Set Wrap up Time for Warm Transfers in UCCX

Cisco Community Enhancements

ECE 12.6 - read content from email body

UCCX Agent Fails to Login via IP Phone After Extension Mobility Login

Webex CC API (Get list of teams in organization)

Integrating Webex CC with MS Dynamics 365

UCCE outbound dialer with multiple skills

Webex Search API - currentState