Is there a way to show the CSQ Name when the phone is ringing an Agent so they know what queue the call is coming from? I have agents in multiple queues and they need to greet the customer a different way depending on the queue. They do see the que...
Forum Posts
We are a UCCX 11.6(su2) shop and I have a user who is asking if it is possible for CUIC to be connected via an API to an outside software resource? The data would feed into a Tableau Dashboard via the Office Of Data Analytics Data Lake.Is this possi...
Hi,I'm a little bit new to Call Studio and Java projects. It is the first time I am trying to program my own Voice Element to be used in the CVP call flow. I created a simple JAVA code and created a new class for my element, I don't think that I'm ha...
I have one user that was working and then today stopped working, user is using a soft client. The user does not have a physical phone only a soft client. I have searched for the error message below and all the solutions deal with applying a MAC add...
There is a task for api rest where contacts are added peculiarly it has the following behavior when it finishes adding the contacts seconds after all of the contacts are eliminated in one of the campaigns we do not understand the behavior that is bei...
Hi EveryoneOur help desk agents were allowed to work from home on Xmas Eve and they told me this morning that Finesse kept disconnecting alot. I wanted to know has anyone seen this before and what can I try to fix the issue for them for the next time...
Hi All we try to custom call variable layout finesse on PCCE, we followed to guide in the document finesse Chapter: Manage Call Variables Layouts,but we don't succeed to used custom call variable layout for the incoming call.Below this my configurati...
Trying to integrate a basic IVR survey in Quality Management with CCX and the call identifier is 'Associated Call ID', which seems to only reside in Quality Management. The logic and sequence is below and I'm using CCX version 12.0.1 and latest versi...
Resolved! Using REST step in scripts
A common requirement in contact centers is to allow a supervisor to manually close the queue. The typical approach I see is to create an XML file that stores the state of the queue. When someone calls the contact center, the script reads the XML fi...
Hi All, We are running PCCE 11.6.x and we enabled Auto answer with Headset for all the agents. We have 1 local and 2 remote sites. Local site agents are using hard phone and remote agents are using soft phone (jabber client 11.8.5.54376).After en...
We have had a recurring issue with just one user where the Finesse window will, seemingly at random, display no modules and we find they have been logged out after refreshing the window. It does not appear they are doing anything specific each time t...
Hi Everyone I have some problems with live data CUIC 11.6 "Recent State History" the reason agents like not ready not appear in reporting so this problem to in finesse gadget live data. does anyone know why it could be like that??I already download t...
Dears,Is there a way in UCCX to prioritize Chats over Calls in case agents handle both voice calls as well as chat requests.Thank you,Lara
Hi Team, I am facing one issue while access the file in FTP server.Our requirements is Copy the file and create folder placed over there for every call , i placed this custom element after record with confirm elements. when i tired with main method i...
Hi Team, Could anybody explain the difference between CallsRONA and RONA. I tried various scenarios where I removed Calls Re query Node and also disable the Target Re-query on the PQ node and tested the RONA scenarios but only the RONA field was gett...
