Good Day everyone.I have been asked by our CCT to find out if it is possible to change the order of our reason codes when presented within the drop-down list within Finesses. I am assuming here the only way to do this is by changing the number of eac...
Forum Posts
I am trying to write script for a callback application which will check if the caller has already left a call for a callback recently. The xml will be something like <CallBack><Filename>CB.xml</Filename><CB><DATE>07/02/2020</DATE><TIME>12:00</TIME>...
Hey,Need some advice. I have never been able to understand how the waiting time is calculated. So what I am trying to achieve is to do route calls based on the waiting time. For example if the waiting time is more than 4 minutes to go to another CSQ....
Resolved! CUIC Skill Summary Interval
Hi, i have a question, My question is about calls handled and calls within the service level. I know that CUIC puts the call in the corresponding range depending on the time in which the call ends. Can someone explain to me how it may be possible th...
HiWe have UCCX 11.6 and we have so many problems with cisco finesse. The state of the agents change from talking to phone failure or phone working and after that they can not hold or transfer their calls. Some times when phone failure happens the age...
Hello all, hope everyone is well !!!I am running Cisco UCCE 10.5 with about 100+ Finesse agents. I also have Salesforce CRM integrated with Finesse, so the agent would login to Salesforce and there is a Finesse gadget inside SF (see screenshots). The...
Hi All, Appreciate if anyone can help with the below problem. CCX version: 10.6.1 We are using a custom wallboard which reads data from the RtCSQsSummary table. The wallboard has been functioning as designed up until a recent agent configuration chan...
Dear Team,We are running UCCE 11.5(1) with CUCM 11.5(1) now planning to upgrade only CUCM to 12.5(1) for some reason. Please let me know UCCE 11.5.x will support CUCM 12.5.x. As per cisco Compatibility Matrix 11.6.x only will support CUCM 12.5(1)Pl...
Hey experts, i've been trying to create Simple Uccx script that will play prompt like for sales press 1 and if customer press 1 then script will transfer that call to Queue but when,i he press 1script terminate that call.I've attached my script so we...
Resolved! FIPPA agent login issue
Hi,I have an agent that is facing problem when login to IP phone.This agent was able to login without any issue but his phone was physically damaged today, and he did not sign out from that phone. He was given a new phone and I have setup the new pho...
Hello, I have installed MediaSense 10.5. In the Call Control Provider I can see only one CUCM in Call Control Provider section. For AXL service provider I can see two CUCM in MediaSense. In total there are 5 CUCMs that are needed to be shown in Medi...
I am doubtful this is possible, but I will ask based on a request from users.Is there a way that agents can dynamically (i.e. on their own, without admin involvement) choose what queue to take calls from (i.e. log in to or go ready in) when assigned ...
Hi, Does anyone know how I can download the UCCX web chat transcripts for a particular queue or team? I'm looking at the bulk download tool https://github.com/umnagendra/socialminer-bulk-transcript-downloader and it works well but I would like to be...
Resolved! Finesse Manage Customer Tab
Dear All,May I ask you what is 'Manage Customer' tab in Cisco Finesse, and how does it help me. It throws the below error when I click on this tab. Attached is the screenshot. It would be really helpful if you share configuration guides.Note: My UCCX...
I am using Switch String () to identify the caller based on the caller ID and provide them the prompt in the appropriate language based on the caller ID. The string I am using here is the caller ID which I have captured as: sCallingNumber = Get Call ...
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