Hi All, The agent received a call from customer and the call was answered by an agent. The agent initiated direct transfer from Finesse to supervisor but supervisor rejects the transfer call. now agent state changed from talking to ready but the cust...
Forum Posts
Hi all,according to the documentation, the behavior of IE when a new call arrives should be the following:Finesse Desktop is minimized.Internet Explorer and Firefox: Finesse restores back to size and position (on top of other windows).Note If you ...
Hi, My client is using UCCX 10.5 with CAD (old Cisco Agent Desktop and Supervisor Desktop). On UCCX Script we are getting some data(Get Enterprise Call Info Step) from Agent while he transfers the call back to IVR for some reason. Now client wants to...
Hi All, I am having this issue where I am unable to create/move any new folders under 'Reports > Stock'. But there are custom folders already created. I can only create a new folder under 'Reports' directory, I have given the administrators group 'Ex...
Hi, Has anyone configured ECE customer side SSO with aqua templates? If the scenario is that customer has docked chat embedded at their web site and those already logged in (via SAML based SSO), should be recognized as authenticated visitors, how do ...
Resolved! CISCO Express & CISCO Supervisor
Currently using CISCO express across three sites and I am based on one site I use CISCO supervisor to listen in on calls but can only listen in to calls received into my site. I really need to listen into calls into all sites. Any ideas???
Hi team! Configuration: Cisco 3945E, UCCE 11.5, CVP 11.5 I use Cisco 3945E as CUBE and VXML Browser. I want to configure Cisco VVB for testing with Cisco 3945E at the same time. This will come in handy for future migration. I faced with the next pro...
Hi, We are working on an integration with Cisco UCCX (11.5.1.11001-34).We need to get skill aggregated data in 15 minute intervals.The skill data that is needed per interval is: Call volume (handled + abandoned), Handled calls, Average handle time, A...
We have several configured Agents in several Agent Teams. I am looking to run a query on total agents in each agent teams who have recently logged in so we can eliminate some of the old configured agents. Any ideas?
Hello, I have question about Agent State Trace with UCCE 11.6 or UCCE 12.0. Is there any limit to enabling this option for agents. I have information on cisco.com ( Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 11.6 - Cha...
Resolved! Query Skill Groups for Agent Team
If I know an Agent Team Name, how can I run an SQL query to pull all the Skill Groups for those agents within that Team?
I have a big group of Directors that want to keep Call waiting option on their primary extensions but be able to log into Finesse to view their agents. What are my options? I added an agent extension but still only works if all lines are set to Max ...
Resolved! Domain Manager- UCCE install
We are looking to have UCCE installed at our company by an external supplier but I`m keen to understand the AD implementation part. I understand that UCCE can use a firms existing AD function for permissions but does it change the structure? Where d...
We were in the process of upgrading PCCE from 11.6 to 12.0 and what we found during CUIC upgrade that it fails and when we checked in the replication , it says replication_not_setup on both cuic publisher and subscriber nodes.Please advice if anyone ...
I am trying to create a script where you indicate a specific time in the UCCX and the IVR calls you back on that time, for now I have only made it so that it calls you on the XX:00:00 mark, exactly on the hour. I can not alter specifically minutes in...
