Contact Center

I need to create and IVR where the caller is prompt to enter a 5 digits code, I assume using 'get digit string'. My issue is that this code has to be sent to a web service server that will handle a popup to show info about the caller based on that co...

Our ICM 11.6 nodes running on Windows 2012 server have "latest"java runtime installed 1.8   however, they also have older versions installed which were not automatically removed when jre was updated.   our security scans are flagging these older jre ...

Good afternoon all We are using a custom gadget to populate 2 call variables.  We want to see if there is a way to force the agent to populate the data before they can continue to go into a ready state.  My thought we can have finesse look at the cal...

Hi, We have a UCCX 11.5 where we use Agent Based Direct Preview outbound calling. This works. What we are seeing if we apply a recording profile to the agent phone, the number (phone1) in the CSV file gets prepend with the pattern configured for the ...

We have UCCX 10.0.1 and we have scheduled reports running for agents on Cisco Unified Intelligence Center .The reports scheduled to mail are failing and we are getting the mail. "SCHEDULED REPORT EXECUTION FAILED:EXCEEDED MAXIMUM CONCURRENT PDF DATAS...

While working in Finesse Agent (UCCX version 10.6) Does anyone know of a way to allow Agents to delete or dismiss a queued email without replying to it.  We run into this problem when members have auto reply setup, reply Thank you, or something else ...

Hi all,   We are trying to set up a kind of proactive chat with UCCX and SocialMiner. The idea is when a customer stays x seconds on a webpage, a web chat will be created with an agent. For this solution, we are creating a new contact in a SocialMine...

Hi ,   I am looking for some information regarding Cisco Finesse integration with Fiserv DNA Thick Client where in when a call lands on the agent desktop, we can screen pop the DNA Thick Client.    Thanks in Advance Anmol Jain

Hey all.   We recently upgraded UCCX from 8.6 to 11, and so we no longer need a Unified Reporting server. However, members of the team that use UCCX would like to keep the old reporting data in case they want to make a report of year-by-year trends i...

Hi all. Running UCCX 11.6 and trying to follow the documentation on how to add a live report to the agents' Finesse dashboard and can't make heads or tails of this. It simply states that I need to go into the Finesse Default Layout XML and simply "co...

 Hi All,  Please let me know how to take CVP and VXML port utilization on daily / weekly and monthly basis.   Note :We deployed CVP reporting server with two call server.   Thanks & Regards, S.Ram

We have agents on UCCX System version: 10.6.1.11003-29 using Finesse. There is a workflow which is set to activate upon 'When a Call ends'. This workflow functions just fine except I am getting reports that it will activate when the agent puts the ca...

I am seeing some odd behavior from UCCX. I have a simple script that plays a prompt, then transfers the call to a CUCM Hunt Pilot with Native Call Queueing enabled. The problem is that the initial audio after the transfer is badly distorted. It shoul...