Contact Center

Hello, I have a task to write a UCCX script that looks up who is on call (a number) and then calls that number. Every week on call number changes (on rotation). I kind of know what I need to do to achieve this. However, I am thinking about following ...

I apologize if this has been brought up, i did not see anything relevant to me :) We have CA signed certificates and when hitting the admin pages, certificate show all good. When we hit the finesse page directly with the port 8445, it shows a securit...

Hello,We're having issue with CUIC reports not showing calling number correctly for some calls.We're running a call centre (UCCX) and all callers use Jabber clients that are registered to a single CUCM cluster.When we run historical reports, such as ...

Dears, I have an issue with cisco supervisor application, when we connect from inside zones passing our firewall to VoIP zone it works properly,  whereas from outside by using  VPN (IPsec RA, SSL Any connect), after entering user/password access to ...

 I am trying to have the desktop setting put my agents in wrapup after transferring a customer to the after-call Survey. Sometimes this works, some times its does not. I am looking in the Finesse admin regarding wrapup states."If the Work mode on inc...

Hello, I need to make a script with Expected Wait Time, example:You have to wait x time to be connected to an agent. Can you guys give me a script sample?Regards

Hi folks, I am looking for monitoring solutions for our UC environment (CUCM with PCCE, Unity, etc).  We already use Solarwinds for network and systems monitoring so I would like to add the Voip and Network Quality Manager module for general UC infra...

Hi, I recently installed Quality Manager 11.5 and for the most part it was successful; the calls seem to be recorded and I can listen to them on the Quality Manager interface. However, no alerts are being generated which means I cannot download the c...

Unified CM Telephony Subsystem is out of service in cisco uccx 11.6 publisher server. Same is working on Subcriber in HA.  

We are wanting to install two External AW-HDS-DDS on ver 11.0(2) UCCE. We want to use them as AW's and to allow access to these servers from external reporting sources. I have only been able to find the PCCE installation guide. Is there a installatio...

Hello.I need dial the internal extensions in any time within the script.Currently the call enters to the script and after welcome message there is a step "GET DIGIT STRING" so that the person that calls enter the four digits of the extension known. T...

Hi everyone, I have what I hope will be a simple question.  I want to transfer a customer out of my contact center to another system.  I can only transfer via PSTN, And the provider is a European SIP trunk provider.Is there a way in an ICM script to ...