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Hi,Caching continues to be a huge issue for my students and cisco customers - in particular how to refresh a re-recorded item that's in the cache IF IT HASN"T YET EXPIRED.I've gotten all the following commands from cisco documentation. But I've been ...

Hello, For outbound direct preview we need to click accept for the call to proceed.   Is it possible to have the call automatically dial after a timeout, say 1 minute, without the need for the agent to click accept ?  

Hello,   Been a Cisco guy for over a decade and almost nothing surprises me anymore, still I am gutted to find today that Cisco dropped two Email reports from CUIC moving from 10.x to 11.6?? And moreover, I have not still seen it being called out any...

Good day all   I need your help guys in how I can  give access to supervisor for disable or block a specific CSQ without editing the scrip in UCCX. The situation I have is as follows    I am working in health care organization and here we have contac...

Hi All, Currently we are checking the issue where the call routed CSQ column extracted from Agent wrap-up data detail report is blank. I understand that it seems like this was a transfer-in transaction that is why it is blank. My question is how to k...

Is there a way to disable the direct transfer option in Finesse. Just did an upgrade from 10.6 to 11.6 and users are confused by the Direct Transfer option.  From my understanding you can not edit this via the custom desktop xml configuration and ins...

Hi everybody,   I'm trying to setup for the first time a recording solution using WFO QM and encountered so many difficulties to install it.   the problem i'm having now is related to JTAPI user (Or AXLnot sure which one has the problem), it seems th...

I have agents that make outbound calls, send emails, and respond to I.M.'s. I was wondering if there is a way to configure Calabrio to record these agents at all times, and not just when they are making said outbound calls?

Dear, I have uccx 11 and cucm 11 and cuc 11 and some agent as UCCX agent. I want to ask some question from users after the agent call ends or disconnect. and then save the customers response. is there any solution for this scenario? what should i do?...

have an 11.5 UCCX deployment using Finesse. Agents would like to  a) Answer Q call b) Park Q Call c) Call internal extension B and tell them call is parked for them on Park Slot X d) Hang up on B e) Resume Q mode a) to d) is happening OK but not e)...

Hi All, In CAD and CSD we have chat functionality, where supervisor or agent can initial chat with anyone in the team but in Finesse out of box I do not find this functionality. As Cisco document says Supervisor can chat with agent. http://www.cis...