Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...
Hi, When agents are answering the calls, it is going to hold automatically. This is not for all the calls, but can see the frequency is getting increased. We are using Cisco Finesse Regards,jackskid
Hello all, I am trying to find an easier way to route a call based on time of day in Call Studio. The issue is our ICM servers are in an American time zone, but the call centers that open and close are located around the globe using different time z...
We have UCCX 10.6 and recently added new Not-Ready Reason codes like lunch,tea-break etc. Now we want these status to be displayed in real time on Dashboard in UCCX. Currently we built a dashboard using Real Time reports in UCCX which show only Rea...
After we move to UCCX 11.6(2) from 10.5 we miss all dashboard readings.I can't see the Real-time data anymore.I'm not sure what is changes in the database and how to reconnect my dashboard to the UCCX.I have attached snapshot shows all empty fields.P...
Good morning all, we are using IP-IVR with G711U and we will have to change codec to G711A due to our SIP provider will discontinue to supporting U-law codec. All of our prompts on the IVR are on this U-law codec so we thought that we will have to tr...
Good Afternoon all: I have a small queuing script that requires position in queue to be announced to the caller. I used the get reporting statistic step (position in queue) and can announce my position in queue. The problem is my position increases a...
Hi, My previous vendor created a script that allows verified users to rerecord prompts and then have them uploaded to prompt folder to overwrite existing prompt. However the rerecord prompt goes to a sub folder under en_US called promptadmin. In doin...
Hi One of my customers is interested in migrating form existing UCCX 10.6 version to PCCE 11.6. Based on the ordering guide I have chosen the part no of conversion, my question is, any fresh deployment of PCCE comes with 100 dialer ports included, is...
HiI have set sip gateway configuration for my campaign in UCCX. I want to delete it, but I can't and it says that I have to set the IP address or gateway. How can I remove this setting?
I have a manager that would like to redirect calls to a cellphone for after hours support. I am new to Cisco scripting. We have previously used an outside vendor for such scripting but would now like to bring it in-house. Looking at another script th...
Hello Community, I have a customer that wants to do an HTTP Post to a web server with the Caller ID of the calling number. The Web Post needs to include the IP Address of the agent's PC so that the web server knows where to display the caller's in...
UCCX 11.5.1.11001-34 We are seeing an issue where an agent's status reverts to a previous state after making an outgoing call or receiving an internal call (non CSQ). For example, the agent is in not ready - break status, then switches to ready. The...
I had the Cisco Finesse Notification Service on the UCCX Serviceability page but it's gone after rebooting the server. I also don't see the blue M symbol for the master. Has anyone encountered this? My UCCX is 11.5.1.
We are currently experiencing problem on whisper announcement. The whisper is working when the call flow is CUCM >> CVP but when using comprehensive dial-peer, E1 PSTN >> VG >> CVP the whisper is not working. Very much appreciate your advise. Th...
i've customer with cucm and UCCX 10.5.1 cluster with high availability and call center agent login with CAD and wants to upgrade to UCCX 11.5.1 and use finesse instead of CAD. what is your recommendation? does i need to configure anything after upgra...
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