We use custom variables for several purposes. One of them is to mark calls that were ended at listening different IVR prompts and not routed to queue. To get number of those calls supervisors run "Call Custom Variables Report" but it shows all the ca...
Forum Posts
Hi, Is it possible to upgrade the PCCE version 10 to start in Side B first. Then if upgrade of Side B is monitored successful, we can go ahead on the upgrade of Side A. if this is possible, do you have any procedure or links that I can follow for the...
We are running QM version 11 and we have recently changed our recording retention from 5 years to 12mths.We currently have 3 years of recordings. When we changed the retention period I thought there would be a daily process that would run and automat...
Resolved! UCCX: CSQ does not place call to agents
Hi This is the first time I'm trying to setup a basic IVR for my client. I've added resources to resource groups and have created a CSQ (based on resource group, not skills), and have mapped the name of my CSQ to the target CSQ in my CCX script's "Se...
Dears we have an abnormal issue with CUIC reporting system .Our solution as below UCCX 11.6 ( One Node) with CUIC 11.6 ( Same Server ).Since week we can check all historical reports for this year (2019)and last years ( 2016- 2018 ) .Now we didn't fi...
SocialMinor facebook webhooks integration when I post the call back link along with token facebook say could not validate the link all good on the contact center side any ideas
I am trying to create a gadget in Finesse that allows the agent to start typing the name of a school district in an input form and then take the result they select and put it in a Call Variable. I am able to run the html version in IE and it renders...
Resolved! Queue to Skill Group Node Failure
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...
