Contact Center

Dear members, One of our customers is planning to migrate from CAD 10.5 to Finesse 11.6. I already know that in order to migrate smoothly and use CAD and Finesse simultaneously, the customer needs to upgrade to 10.6 SU1 to enable the Mixed Mode. And ...

Hi all, Over the past few years we have had multiple customers claim that they call us and wait in the queue for very long periods of time. We cannot see them in the Wallboards and the calls do not get assigned to any available agent. I do see the...

For some agents in UCCX 10.5, when they log into Finesse, on the home page, they see this error (it's under the Voice CSQ report I believe):"Error processing report.  Refresh page or contact administrator"It doesn't happen for every agent.  We are us...

Hello to All,    UCCX Version: 10.6(1)SU2   We are currently in the planning of migrating CAD + CSD to Finesse Desktop.    I just wanted to ask anyone if the CAD "Help Me" and "Please Listen" Function is in Finesse UCCX 10.6(1)SU2 or 11.6?  If it is ...

Hi,   I have managed to configure the Wallboard based on the attach https://colinzhong.blogspot.com/2016/01/free-wallboard-for-uccx105.html?showComment=1528869246476#c4281004727333255084   And able to get the wallboard for single CSQ and multiple CSQ...

Hi All - I am trying to setup SIP TLS between VG - CVP and form VG - CUCM with SRTP.   VG - CUCM with SIP TLS and SRTP works fine.   unable to establish SIP TLS between ingress GW - CVP which shows busyout all the time using TLS.   Generated 1024 bit...

Hi Every one my company need to intall two workforce quality management (CR) for HA  . we  have 25 call center agent, there is UCCX PUB and SUB. after some research in cisco documents i get that we need to create cluster of CR but this part is not co...

Hello Everybody,    I'm new to the contact center world and It's the first time where I face such problem, the user in question change his password almost every 15 days due to a security policy but never had this problem before, he always uses LDAP p...

Hi all,I've added 4 new phones to my callmanager cluster for my contact center hosted but the agents aren't able to login to the CTI agent desktops connected to these instruments.Login attempts bring the following error:'CTIOS Failure: IPCCError [120...

Hi, How can I find out missed calls and abandoned calls  in reports  Thnaks

Hello all, We have a customer with UCCX 11.5 and CUIC (the one that came with UCCX). Customer wants to get data directly from the CUIC database and create own reports. I did some checking, but I could not find API documentation for CUIC. Is there a w...

I am writing a media sense 10.5.   The other person's voice was not recorded in the recording file   This problem occurs in approximately 50 cycles.   What parts should we check?