Hello, Our customer wants to change the routing of their contact center to be more agent based then queue based. What they are looking for is the ability to have "if you know your parties extension you may dial it at anytime" inserted into the greet...
Forum Posts
hi guys, i have all new uccx and cuic 11.6 up and running. cuic is stand alone. i was able to integrate it but how do i get the report templates of uccx (the report templates usually come with cuic co-res ) to show up here on this cuic stand alone....
Hi Deepak, When i wright this query somereason getting this error <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> <layout> <role>Agent</role> <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget> </page> <tabs> <tab> <id>home</id> <la...
Hi Can someone confirm if an agent receives a direct call to his ACD.After the call is over,will the agent continue to be in Not ready or the system should change him back to ready?
Hi AllI’m using “Get Reporting Statistic Step” to get call wait time while queuing. The step as follows Select Resource Step- Connect- QueueCallWaitime= Get Reporting Statistic StepPlay Music (20 sec)Play AnnouncementDelay 1LoopWhil...
Hello! I have this strange issue where calls are getting stuck as shown in the screenshot and all I could find is an RTMT trigger error.... that I can't seem to nail down. The config is there and looks good. I'm running out of ideas. I have reboote...
I have a issue when agent sometimes auto logout finesse. When i check reasoncode on database . this field is 50003. But when agent logout finesse, the device is registering normal on CUCM. Do you have issue and have been resolved the problem. I am us...
Some of our managers have secondary DNs set up for customer service related issues and concerns. We are seeing that calls to the numbers which are preceded with a "+" sign, don't reliably roll over to Voice Mail. Would preceding the dialing string wi...
I have a question on the above,normally I place a CT just before my queue step then if the call is not answered it then queue treatment The queueing treantent may be keep holding or voice mail to release call or other things, what I tend to do i...
HI, We have a custom integration (not Cisco Agent Desktop) that is connecting to the CTI server using the CTI Server Message Protocol in order to listen for agent state events. We had an issue whereby there were 3 PIMs configured on this environme...
I'm looking to use refer transfer. At the moment we route calls from CUCM to CVP, we have a label in a script which is an internal CUCM hunt pilot. The installers set up a default dnp in CVP which includes 60 sec RONA timer - I'm looking to change ...
want to validate my understanding on CAPF service and also require some additional knowledge. I am getting CAPF and CallManager-trust certificate expiry alert, CAPF.pem is still valid, but CAPF-59xxxx and CAPF-0abxxxx going to expire in a week, Ca...
Resolved! UCCX 10.6 > CCDR > Talk Time
All, In Detailed Call by Call CCDR reports, talktime column showing as "0" for outside hours calls for a particular region. Calls are routing to other location during off hours. For Ex. Location A reports showing CCDR talk time values as "0" for...
Hi I have a requirement in the existing UCCX Script where I need to find out how long the call is waiting in the script. The call flow is like: 1. Incoming call > UCCX Script 2. Here I have configured time variable "tCallEntertime" 3. When caller ...
For UCCE 8.X can anyone share info on how exactly a transfer happens using dynamic label. We are transferring out to 800 no and somehow the calls sent out are not matching what is being received at the other end.
