Contact Center

I'm working on a design for a new contact center and I'm trying to calculate the Finesse bandwidth required for a remote site.  This remote site is a satellite location for agents in addition to our two primary locations which also happen to be the h...

We're adding a shift-to-chat feature to our main call flow script, but we don't want to redirect calls from landlines.We can pass landline calls to shift-to-chat without any issues, but their system will drop the call if it's not from a cell phone.So...

Trying to create custom reports with filters by a parameter, Calling Number, for example. I can only search the first 32,765 values. That doesn't even get me past the +12.... numbers with the amount of calls we get. I know I can run a custom search f...

Hi, In the URL, I don't see any option to use Called Number (The Phone Number the agent called) 1, Called Number – This is the number the agent tried to call (Outbound Number)2, Call Start Time – Date and time of the call start (Example: 2019-3-22 18...

I have a request to investigate two options for our main corporate DID script:1. ASR  - A caller dials in and when prompted for a name, the caller can say a name and then be connected to that person.  2. A caller dials in and when prompted, enter the...

Hello,This particular call flow starts in UCCX, then transfers to a Unity Call Handler.  If the caller selects a certain option in the call handler, it sends them back to the same UCCX application they started with. If the call returns back to UCCX, ...

Hi Everyone, Thanks for reading.  I am trying to evaluate if I can reliably run a CCX Cluster running 10.5 (May be upgrading to 11.5, but have not yet) in HA mode using 2x DIA Circuits connected using Meraki MX devices for an SD-WAN connection.  Both...

Basically what the title says. I input new custom wrap up reasons in finesse and they aren't being reflected when i try to create a wrap up data summary report. I ran a wrap up data detail report and that was able to reflect the new wrap up reason.Ru...

Hello everyonei have set Maximum Call Duration timer to 30 minutes so my agents get disconnected in 30 minutes. but when they push Hold button the timer resets and they can talk for another 30 minutes . they don't even need to hold the call for a lon...

New to UCCX.  Coming from Avaya Aura Contact Center.  We have some agents that multi-task, like dealing with customers at a front window, talking to a manager at their desks, etc.  AACC would allow agent to press NOT READY key when a call was present...

Hello~I tried collect Finesse Log via URL: http://<FinesseServerIP>/finesse/logs/ But when I click the clientlogs of list, the web page display loading delay.And then all agents finesse are not working. The finesse recovery after restart the finesse ...

Hey gang, need some quick help. We just upgraded from CUIC 11.5 to 11.6. Since we did, every stock report definition's "Date" field has changed from a "Date" data type to a "String" data type. All of the other "DateTime" fields are still "Date". This...