Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...
UCCX 10.6.1 su3 - Agents in a couple different applications notice Calls Waiting when there are agents available and Ready. The call waiting does not appear in other agents display or the supervisor display. Time in queue continues to increment and i...
Is it possible to move the placement of where wrap up codes are presented on the finesse client. I enabled and built out some codes which work great but Finesse places them in top right corner of the screen, where some agent do not have finesse runn...
I am trying to create a script that will allow my user base to set emergency weather closures based on location. This particular customer has six locations which I am trying to manage on one XML. I keep running in to errors with the XML upload and ...
Hello, When we are using Finesse in French, the Recent State History Report is half translated. State is not translated, it is written all in English. What can I do to resolve that ?
Hello - I'm looking to find out of there is a way in the consider if to have multiple expressions evaluated? Here is what I was trying to accomplish: (PQStep.ITSC.1.RouterAgentsLoggedIn > 2)&&(PQ.ITSC.CallsQNow > 1) So agents available for that s...
In Precision Queue Interval All Fields report (STOCK) we are able to see QueuedCalls count as 1 at 06:30 AM but actually, business hours for this business unit begins at 7 am, so we’d like to know 1. How the call got into the queue prior to 7 am?...
Hello, I have Network recording running using QM 11. for full recording and evaluations. Is there a way, for the same call, to do selective recording at the same time and store two different files? Can I perhaps add a new recording server to do m...
Does anyone know if its possible to change Cisco's callback script from using the place call step to a sub flow ? We need to do this to pass variables, using a DB isn't an option for us. If anybody's done this before if you could send over a copy o...
My understanding is that If a call is rona, the requery status is set to 3 other values 0-5 are other reasons If the same call is rona many times does the status still at 3, I thought it did and you need say a loop counter to show this the loop but ...
Hi, Suddenly this Saturday, some of our rapports stopped working. Detailed call by call CCDR report is working, when you choose today, but when you choose yesterday, we are getting a "Dataset status is Failed (Database error). Details on the error i...
UCCX / Finesse 11.6 Occasionally a logged in agent that is in Not-Ready, will disappear from all supervisor desktops. Then, just as mysteriously, they will reappear. Thus far I have seen this with only 1 agent. Is this a CUCM configuration issue? J...
Hello everyone, I am trying to use the getSessionInfo and setSessionInfo in a main script to pass certain information like (Agent ID, Agent Extension and Calling Number) to a Post Survey Script. The agent answering the call from the main script will ...
Hi folks, Am trying to work out to show which customers (ANI) are in queue (calls in queue). Can we prioritize the call if it is in queue? regards, Ritesh Desai
In a script I have a send email step. Suppose for some reason this fails so we end up in the unsuccessful branch. Are you supposed to or should you terminate the email contact?
Hi All, Can anyone share the exact PRI configuration
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