Contact Center

Hello, The company I work for is using CUIC version 10.6(1) and when we run the Abandoned Call Detail Activity Report we see that most calls in the Call ANI show the numbers that were assigned a Voice Mail Port (for example: 8005 or 8007) and NOT the...

We have day where Cisco Finesse just randomly locks agents into not ready or in reserve. I have researched this issue and haven't came across a solution yet. We are on the latest software of 11.5. We are opening finesse with IE 11 w/ compatibility mo...

Hi all, I'm a novice in this field. I'm looking for the simplest solution for inbound calls to multiple numbers (each representing a different end customer).  Based on the number called, I would like the agent to get a pop-up prompting them to say "T...

Hi   I created a Historical Inbound Report "Agent Wrap Up Data Detail Report" but There is no Call routed CSQ shown in it.   For your information If I use icd.aeg script in the application with same csq, it can be shown in the same report.     IS the...

There's a request to provide UCCX DB access to customer to develop their own custom reports, these include a historical user – uccxhruser – for historical data access and a wall board user – uccxwallboard – for real time data. Do we have option to cr...

Hello Guys ,   Is it possible to learn termination codes of calls. my purpose is learning who terminates the calls (agent or customer) ?   Regards, Ibrahim.

Hi Guys,   Looking for some help to understand the Requalify function.   At the moment I have issues with calls dropping off after waiting for 50 minutes and think the Requalify function would resolve this, from my understanding it would route all cu...

I have a Get Reporting Statistic that queries the Position in Queue of the caller. If the caller is >15 it dequeues the calls and sends it to an alternate location. Clients wants to query the queue early in the  script before the call is queued so th...

We have migrated to Cisco Finesse from CAD.In CAD we can Open our CRM website inside a Window. Now we need similar functionality in Finesses. We don't need Pop Up but the wesite should open inside the Finesse Interface. Is there  any method to achiev...

Hi,   We want to change agent extensions to the CSQ trigger because we don't want users to call agents directly; we want users to join the queue when they call agents back.     We have 1 CSS and 1 partition for all users and agents in production, let...

Hi,    Overview : I am trying to integrate an open VXML to CVP. Calling the external VXML application via "Subdialog Invoke". When the application is trying to return the control back to CVP getting the standard error message.    Below Audio Messages...