Contact Center

We are preparing to upgrade UCCX to 12.0 in the near future.  In reviewing the compatibility matrix (link below), the Client Operating System doesn't have a column for Windows 7.  Most of our clients are still on Windows 7 machines and it may be a wh...

Hello, has anyone tested Finesse 12.5 on Windows 7 (IE11 or Firefox) and is it working please (even if it not maintained I Know) ?Thank you for your help !

Hello,I want to do is to capture the ivr step values in UCCX 12.x which caller has selected OR i can say is i want to know which DTMF buttons pressed by caller. Overall is to analyse caller journey on IVR at end of the day / week / month. Suppose i h...

HI AllWe use UCCX 11 and CUCM 10.5 Several times , some calls are dropped as soon as the agent picks up the call.It may be codec mismatch or not ? we enable 722 advertise .you can check our script attached.BRRemon

Hello, I have 3 agents that I need to remove all their skills so I can delete the agents later. I can change their skills and delete skills except for any skill that is their last skill. I get error message "Failed to update the database. Delete of S...

Any ideas why calls are in a queue are not going to free agents using Finesse. this has been working fine and is very intermittent? These are HOME Workers coming in over Palo Alto Global protect. any ideas?

So we have suddenly gotten a lot more calls coming in and we are maxing out our IVR ports.  I understand we get 2x the number of Agent licenses (100) so 200 IVR ports.  So the last three days we hit a block of time where if you call in you get a busy...

Here is what I am trying to accomplish:I am using a pre-route scenario today via Cisco ICM.  This feature is going away.  I am now trying to all previously pre-routed calls to  the UCCE platform.  Once reaching UCCE, I will be performing a few checks...

I have UCCE 10.5 with CAD 10.0 and CSD 10.0.  Monday all Agents showed in CSD.  Came in Tuesday, no Agents were showing.  This is on all Supervisor's, not just one.  The Skill Group - Team Skill Statistics display, but not the Agents, their statistic...

is there a way we can use the variable within the API XML body. for example i can use below body with POST method to make a call to 35159, but i want to use a varibale instead of 35159, i tried using &call(call is a variable)<Dialog><requestedAction>...

Hi EveryoneI wanted to know is there a way in CUIC to create a report that will show me how long users stay on hold before their call is answered. My manager was approached by another department's manager who wants the info, thanks in advance for the...

Dear All, We are running UCCE 10.5.x and configured Jabber clients and registration is failed. Because there is no Primary /Secondary DNS entry on CUCM servers. Added local host entry with CUCM IP & Hostname ( without FQDN Name ) then cisco Jabber re...

Hello,I'm facing an issue by trying to fully automate our XML Document updates and I hope I can find help here. I'm giving the ability to our CSC Managers to update all data related to call center activity (store hours for example) thanks to homemade...

I have the following directory structure for my prompts:en_US--Script1_v3----1.wav--Script1_v4----1.wav--OtherScript----something------application--------english----------somethingelsees_US----Script1_v3------1.wav----Script1_v4------1.wavLanguage is...