Is there a reason why a call would take the failure path on a Queue to Skill Group node? We have random calls hanging on hold for way longer than they should and I'm thinking it's the ones that take this path, which seems to happen for 10% or fewer o...
Dear All, We have upgraded PCCE 11.6 to 12.0 without any issues. i have concern about CVP license upload process. There is no CVP license upload option for call & VXML server in cceadmin . Ram.S
When an agent has scheduled a personal callback with a contact, and when that callback is presented to the agent in preview mode, the call context does not seem to include the identity of the callback request (other than call.PreferredAgentID). If th...
Hello to everyone.This is my first post on the Cisco Forum, so if I make some mistake or if did not search to efficiently, (also if my english is not very fluent) please don't kick me too hard :-D So... Huston we've got a problem :) The solution runn...
Hello,I am deploying CCX for a new department and want to have a discussion about the best way to configure agents phones and whether to use one line or two.The agents are currently on a non-Cisco contact centre and have one line on their phones. Thi...
I'm looking for suggestions on how to enter info into Finesse and have it tagged into the CCDR of the call. Currently, we are not doing any caller lookup matching them to an account, so I'm wondering if it's possible for the agent to manually enter ...
We are currently upgrading our lab from PCCE 11.6 to PCCE 12.0. After upgrade, we found that Live Data gadgets in Finesse are not working (Screenshot1). Live Data data source in CUIC is not connected (shown in screenshot2).
Guys, can someone please help me out I just wana have the Call.CallingLineID on my routing script, i know the reservation call passes through the script but it does not have any ANI to it, is there a way i can get that onto my script?? Any help or cl...
Hi Is there a configuration change log in UCCX (11.6) to get information which user/supervisor changed what (i.e. skills or skilllevels) at what time? RegardsPeter
On a couple different occasions now (months apart) I have had a call to a particular call center not get routed to an agent waiting in a "Ready" state. Instead the call sat in the queue for over a minute until the supervisor forced the agent "Not Rea...
Dear All, Customer has currently integrated Socialminer with FB and Twitter. They need confirmation whether Socialminer will work with Youtube ,Snapchat, instagram and whatsapp
Hi all, How UCCX handle when in outbound call campaign call if gets no-answer, busy, unreachable or answer but in silent situation ?Is it call again or what ? Regards, Baris.
how can my uccx users who is using the desktop agent retrieve their calls history?right now, they can only retrieve calls from the previous day.is there any other method to get their calls history for reporting purposesthey are using the CCX agent de...
Can someone point me to the documentation that shows this program requires local admin rights to run? Contact Center express
Hi everyone, I'm currently struggeling with the "Make REST Call" step in CCX Script.Within the REST step properties, we can select the Method and Parameters. I need to do a POST to another database.Problem is that when I add parameters, then these wi...
