Contact Center

From time to time we are seeing this? Duplicates in Finesse. Any idea why this would be happening and a resolution? 

Hello!, I am new to UCCE and would like to know how to view calls based on a PG and the agents that are logged in to that PG?Is there a tool apart from CUIC for this? If yes please let me know what it is. If no, let me know the report that can be pul...

Hello Everyone, I am starter in UCCE and reading through the SRND it says, the below. Unified CCEUnified CCE is the standard version that most solutions use. In these solutions, Unified CCE selects the agent who handles the call. Unified CM acts as t...

We have a requirement to disconnect all incoming calls (from PSTN ) after 5 minutes, we are using MGCP gateway. Please provide if there any possibility to disrupts the calling after 5 min of Contact center.

Hello , Cisco finesse live data gadget is not working for some agents . Some agents gadget is working properely but some of them is not working ..They are using finesse with chrome and their chrome versions are same(latest).UCCX version is 11.6.2.100...

Hi Team, Can I have the UCCE Call router TIP service details, 1. The purpose, Functionality,  2. Communication services / Components /Processes 3. TIP service is involving in the configuration loading of Router from the Logger ?? 4. Capturing the log...

We have UCCX version 12.0.1.10000-24 in HA mode. After migration to a new datacenter with ip changes, both servers masters. When i look subscriber status from publisher i see only UNKNOWN status for all services and vice versa from subscriber i ll op...

Hi All, I am trying to configure Finesse Force Wrap-up in UCCE 12 Environment. I am not finding any detailed documentation on Cisco guide. Tried making changes to the Agent Desk settings but it didn't work. If anyone has configured this feature, plea...

Hi Is it a normal behavior, that a call is assigned to an agent while he is still in the automatic work state?Is the automatic work status a kind of "ready" status for UCCX and the agent can be selected during the automatic work state? RegardsPeter

We are a smaller call center that has four queues that compete for agent resources. We have the following queues:EnglishSpanishOLB EnlgishOLB Spanish With agents who may be in all four queues, may be in just three queues, and agents that may be in ju...

We installed the UCCX cluster in 2017.  Part of the install was enabling FIPS on both servers and getting certs for ipsec, Tomcat from our Root. I was running through some config verification documentation this week and found that our Sub UCCX server...

The team summary report on CISCO Finesse with a supervisor login is showing more calls handled than offered can someone put this into simple terms why? and how to resolve? this is also affecting the stats on an agents login I currently have an agent ...

Hi All,   Good day! Is there any updated procedure on how to shutdown/restart PCCE 11.5?    Thank you in advance!   JP

Hi,  I wanted to check which version of ICM/VRU Interface specification is supported with Cisco UCCE 12.5? I have the IVR PG Protocol (specification) version 5.0b dated 06-May-2014 but I am not sure if it is the latest one.  Also, not able to find an...