Contact Center

HI, I have contact center working with scripts. I want to play an IVR prompt if customer call after 10 pm, what function should i  use? Please help!

Hi,   if you have multiple agents sharing phones dues to rotating shift:   a) Is UCCX licensed per individual agent OR on simultaneous/concurrent logins ? b) Do agents usually login to PC and then EM into phone and then login to Finesse??? Is there a...

We are new to Finesse on UCCX version is 10.6. When our agents miss a call their status goes to simply "Not Ready" We would like it to display the reason code (32763) description: "Ring No Answer". I found documentation on CCE version 11.6 (https://w...

Hello. Have any of you bright people, upgraded a CUSP 8.5.x -> 9.1.x in an UCCE/CVP environment,  and would like to share the upgrade steps, you've used, license migration, any pitfalls etc.   I found the migration info in the release notes for CUSP ...

Hi All, I hope to someone get me a solution for this situation.   I've a report in CUIC Premium 11.5, and I tried to pass a variable to the XML permalink, but I have this error.   The URL is https://XXX.XXX.XXX.XXX:8444/cuicui/permalink/?viewId=345C...

Does anyone know how to run a report from CUIC (UCCX 11.6 Premium) that will display the number of agents per time interval that were in the ready state for a particular CSQ?   Similar to the Live Queue Data reports but I need historical data.   Than...

Hi   I am trying to establish a Microsoft SQL Server OLE Db connection to our Contact Centre Informix Db I can create a local ODBC connection on my PC without any issues. However, when I try to create an OLEDB connection on our SQL Server I get many ...

We are trying to understand Cisco's UCCX Reports and we can't to figure out why the amount of presented calls doesn't match with the addition of call handled + call abandoned.Can someone explain us the reason of this difference?.Thanks 

Hi everyone,   I'm having troubles to make any change in the finesse layouts, it seems that i'm unable to put any modification whenever I do, the layout is created correctly in the script and in finesse administration page using the same exact name b...

We have been using DB Lookup with ICM for years. Currently on version 11. Recently we added columns to the SQL Database and removed them. We then added them back to SQL. We are also replicating the database to the B-side. The A-side is failing with t...

Hi Expert,   UCCX 11.6 2 nodes   When our primary server does down, logged in Finesse agents automatically redirects to secondary Finesse URL, which is good. However, once the connection to the primary server re-establishes, we are just seeing that t...