Contact Center

Hello Experts,We have set 30 seconds for the wrap up time but as you can see sometimes it takes more than 2 or very close to 3 minutes. Is there any settings somewhere that I have missed? Thank,MK

Hello Expert,Our agents are having hard time to terminate calls using the END button in Finesse. It works sometimes but it doesn't most of the time. I was going to restart the notification service but wanted to make sure if this is a known issue.Any ...

Hi. I am able to extract data from CUIC which shows the volume of abandoned and answered calls (from our call centre) in 20 second blocks (ie answered/abandoned 0-20 secs, 20-40 secs etc etc).We use an IVR (automated message before the customer is pu...

Hello, my customer needs a script for a post call survey that generates a custom report with the results of the survey. It is already done and works fine using the post call treatement feature. The problem is that the customer needs that to be used e...

I configured mobile agent on UCCE/Finesse, agents can log in ok and take calls. However i can not get the calls to be recorded. i configured call recording on the DN of the LCP  ( see attached) any help will be appreciated 

We have Agent 1 who answers an inbound call but needs an interpreter. Agent 1 presses Consult and dials (external) to a 3rd party interpreter company. When Agent 1 gets the language interpreter agent, they press Conference. The interpreter finds out ...

Hello we are converting a customer over from UCCX to WxCC and one major pain point is for Agents to see the status of other Agents when they are unavailable, for example at Lunch, Meeting, ETC. But within WebEx Contact Center, you only have ‘Availabl...

My agents are getting this message rather often when trying to change state from Ready <--> Not Ready (their status changes in the background but the message pops regardless) Same thing when making changes to the Finesse Administrator, windows wont ...

We are using CCE and the full components are in version 12 (AW, Rogger, PG, Finesse, CUIC, VVB).We just need to upgrade finesse to version 12.5 and According to CCE 12.5 compatibility matrix, finesse 12.5 is not compatible with CUIC 12 (Coresident). ...

Hi, I'm trying to add second instance (number 1) to my UCCE (ver 12.6.1) I'm getting this error : An unexpected error has occurred. The component(s) may or may not have been saved properly. Check the log named Websetup.log at \icm\logs\ or if you are...

Thanks so much Roger, finally I Re-Applied the ES4 patch and work... Strange workaround but fixed.