Contact Center

Hi there!I going through SRND , and missed one moment about passing CV in deployment with two agent pg and two Finesse clusters. Its should work out of the box? Or agent in different pg is almost isolated? How to perform transfer between them, via CV...

SELECT(Person.FirstName + ' ' + Person.LastName) as FullName,CASE AST.AgentStateWHEN 0 THEN 'Logged Off'WHEN 1 THEN 'Logged On'WHEN 2 THEN 'Not Ready'WHEN 3 THEN 'Ready'WHEN 4 THEN 'Talking'WHEN 5 THEN 'Work Not Ready'WHEN 6 THEN 'Work Ready'WHEN 7 T...

Looking for more incite on and outbound dialer config that would call people and play a message? I'm looking to build a solution that would call an extension or group of extensions when calls in Q reach a certain level. This could be trigger manually...

Sometime, a client told us he called at a specific time and everyone was disconnected from the Cisco Agent Desktop.   How can I track the call from CDR ?    I checked for the UCCX extension, 89000 and the only calls listed are those that has been tra...

Good morning,   I have 1 agent with abnormal RNAs every month. if you look at the attachment you will see they are getting calls and some ring for 4-9 seconds and then move on. our contact center rona =15. I am baffled as to what may be causing this,...

Hello, I create a demo script using CCX v8.5.1 with DB access included time ago, now I want to recover and use the script using CCX v11.5.1 but I got an error message when trying to edit script with CCX Editor.   How can I recover access to the scri...

I am having an issue with my scripting. Seem as though when all our agents are busy taking calls the next caller will wait for about 5 minutes then hear the system error message then disconnect. Below is a sample of the script. Any assistance would b...

Hi Guys!   We are facing some problems with outbound calls. When an agent makes a call, the call is established and in the middle of the call appears a SIP message 404 not found and the call drop. In extension display, appears a message dialing.   Ca...

All,   Any idea what is the error below, screen shot attached. Exception from writing document, nested exception is java.io.FileNotFoundException:  /CBA/emergency.xml  (No such file or directory) even after creating  xml files under document manageme...

Hello, I have a script created for a call queue of one of our customer service lines.  I want to add a max hold time of 10 mins and then they get sent to voicemail.  Yes that seems short I agree, but this is what the manager is requesting.   The queu...

Hello,   by default, when a call arrives to agent, the Call control gadget in Finesse expands and shows all call variables as defined in call variables layout. Agent can then click on the call control gadget's header and collapse it.   Is there any p...

Hello its possible to monitor NON ACD calls on Cisco Finesse?   UCCX 11.6.1.10000-51 (ES02-24)   Right now we can monitor ACD Calls, and NON ACD outbound calls from the agents.   We cannot monitorsNON ACD Inbound calls    Regards   Leonardo Santana

Hi   We have Finesse 11.5(1) version. I want to able the supervisor to change the agent status from reserved to ready / not ready state. Is it possible? How can I do this?

UCCX in 11.5 is only working with Forms based authntication. After upgrade to 11.6 (where it should support also Windows based auth) it still use Forms auth. How to change auth model from Forms into Windows based without removing Forms auth from ADFS...