Contact Center

Hi everyone. I hope you are well.   I´m checkin if exists someway to monitoring the finesse Services. I tried to do with RTMT, but is not clear for me. could you help me?   Regards.

Dear All, Please help me to solve below problem.My UCCX historical reports  are not showing non IPCC extensions for few agents.Running on uccx 11.5 version.  Regards,Nadeem

HelloI'm facing a problem where I can't export any recorded call by using the "Calabrio Recording Export", I don't have any license for it but i'm only trying to export 1 by 1, won't work anywayplease see the screenshot to check the error Thank you 

I am trying to develop a customized phone book integrated with the Finesse call control but seeing the functionality it seems I will end up recreating the Call Control Gadget and integrating with the custom Phone book.Any suggestion, of using out of ...

Our customer requires subject change according to GDPR requirements (removal of personal data in case end customer puts this kind of information into subject) for Auto Acknowledgement messages sent from EIM. Is there any way how we can achieve this?

Hi, We are making a POC document for CCB, we dont have server access at this point. We are working on implementing EWT first, and will work on CCB post implementation of EWT. Can some one help on formula for EWT? (We just only SKill Group. Not Enterp...

Has anyone been able to figure out how to modify the Call Type Historical report definition (Interval based) or ANY of the historical interval based report defs, to a Daily or Monthly base? I'm trying to get around the 8000 row limitation and get mon...

During any network disconnection between Central controllers or PGs, when the active services fail over to the other side, we see the calls which are in IVR or Queued to route to an agents got dropped. Just want to know, is there any way to count the...

Hello my fellow Cisco Community, I have a client that states that anytime he receives a call through the UCCX, it's telling him he's receiving a call from UCCX. It's announcing itself on the speaker of the phone and his headset. It didn't use to do t...

So we have a situation when a call is routed to an agent, and the agent is put in a "reserved state" (via Cisco Agent Desktop), for approximately 30 seconds.  Seems the agent is frozen in that state, before they can receive another call.  After the 3...

We are utilizing PCCE 11.5 and have been trying to use the user.microapp.override_cli in our scripts to manipulate the information displayed because calls from our general contact center queue don't stand out to our sales queue staff who are juggling...

I'm looking for the way to:* Remove some contacts from the dialing list, not all* Move a contact from one campaign to another* Search and know if a contact is already in any of the campaigns* change a contact in on hold I have seen post where it says...

We have Wrap_Up configured as a mandatory state when a call ends (Finesse 11.0(1)). The agent state is trapped to wrap-up upon caller hangup or agent hangup, which is exactly what we want. If agent A transfers an inbound call to agent B, then agent B...

Hi all,I have fresh install socialminer 12.0.An HTTP 403 error has occurred and I can not connect.It was normal in 12.0 below version.Please help me. Thanks.