Contact Center

I have a manager that would like to redirect calls to a cellphone for after hours support. I am new to Cisco scripting. We have previously used an outside vendor for such scripting but would now like to bring it in-house. Looking at another script th...

UCCX  11.5.1.11001-34 We are seeing an issue where an agent's status reverts to a previous state after making an outgoing call or receiving an internal call (non CSQ). For example, the agent is in not ready - break status, then switches to ready. The...

I had the Cisco Finesse Notification Service on the UCCX Serviceability page but it's gone after rebooting the server. I also don't see the blue M symbol for the master. Has anyone encountered this? My UCCX is 11.5.1.

i've customer with cucm and UCCX 10.5.1 cluster with high availability and call center agent login with CAD and wants to upgrade to UCCX 11.5.1 and use finesse instead of CAD. what is your recommendation? does i need to configure anything after upgra...

We are migrating customer from UCCX 8.5 to 11.6; Therefore, CAD will go away as it is not supported in version 11.6. I have a question about Blind transfer within Finnese "Blind Transfer In CAD, if the agent has initiated a consultative transfer or c...

does doing a jtapi resync on uccx cause any downtime? like the agents would be disconnected and the script would stop working? how long does the resync take usually?

Hello to all,   I have an annoying problem that is happening to a customer and until now without any viable solution.   First, the systems involved:   UCCX Version: System version: 8.5.1.11004-25. Its a standalone server. Backup Machine: Windows Serv...

We have just migrated to Finesse and it seems like the rules to prefix a 9 to our dial strings have been done away with Is there a way to configure Finesse to prefix a 9 if the agent has forgot to do so? We have this set up as application dialing i...