Hello All, I am trying to make CCB call for internal calls. But calls are failing at callback entry application with below error. CallbackEntry,04/05/2024 12:27:40.868,Validate_01,custom,Callback_Validate,ELEMENT_ENTRYCallbackEntry,04/05/2024 12:27:...
Forum Posts
I'm looking for a queue lever report of how quickly calls are answered. The group has a target of 80% of all calls answered w/in 20 seconds or less. they are only tracking the queue as a whole rather than individual agents. Not sure where to find tha...
Moving away from VXMLGW to VVB and I am curious about having multiple entries in the VVB host-to-ip configuration. Today I have something like thismediaserver Datacenter1_ip1, Datacenter1_ip2mediaserver-backup Datacenter 2_ip1, Datacenter2_ip2 The ...
Hi, ExpertHope you are doing well.Does anybody in here have any information Cisco Contact Center roadmap (UCCX, UCCE and WxCC )? If yes would you mind share with us? Hopefully, this threat can continue year by year to see how Cisco makes a new roadma...
UCCX 12.5.1 SU3 ES04I have two queues: Our corporate operators and our Help Desk. When the operator answers the phone, I record the caller name and CLID in a variable. Then the operator transfers the caller to the help desk. When I look at the CL...
Hi Experts, Can anyone help in below issue Our HDS and Logger database Max date time showing previous day date for some tables .Please find the attachment.
Resolved! Device Target vs. Agent Targeting Rules
Hello folks, As you are aware Cisco officially stated that Device Targets are depreciated as of UCCE 9.0 and have recommended the use of Agent Targeting Rules as opposed to the legacy Device Target method. I was wondering if there is any situation w...
We are using UCCE 12.5.Our call centre operates 24/7 and, for the sake of argument, we have two attributes A and B, along with two PQs, PQ1 and PQ2.Calls to PQ1 are preferentially routed to agents with attribute A. If none are available, then an agen...
We got the license from licensing team but we found the issue about the license. Calabrio Workforce as attached screenshot. There is no license button to upload the license file. I’ve just checked with manual, it should be have. Does it need any fold...
Resolved! Can we change reserve time on UCCX
Hello all, I want to ask, can we change the time of reservation at UCCX? If so, how can we do that? Currently on our production server, when the agent calls and they try to make the answer the call has dropped and then the call will be put into dispo...
Resolved! Increase PQs agent ring time PCCE 12.6
I have been asked to increase the ring time for agents in a PQ. It currently gives the agent about 3 seconds to answer and the BU wants it increased to give the agent more time. how can I increase the time?
Hello Members, This is regarding a PCCE environment version 12.0 We are facing an issue with Finesse CFAdmin where we're not able to add, delete or modify reason codes, all buttons are greyed out as you can see in the below screenshot. Anyone can ad...
One of the Finesse supervisors runs the Agent Detail report every week. This supervisor is also an agent that takes calls. Her stats are on every report until last week. As of April 1st, all her stats are zero and even running the Login Logout Activi...
Hi All With the conversion of UC licenses from HCS to Enterprise, does anyone know if a CUCM (On-prem) work with a HCS-CCE? Just looking for some alternative in the short term, before moving everything to Cloud solution. Regards,
Hello dears, I've an issue with UCCX(12.5). Some calls are being dropped. Customer calls IVR , goes to queue and waits, once the agent free up script play prompt (about connection to agent), agent phone receives small ring(second,even less) and call ...
