Hello, We have hosted Salesforce, I have a requirement from one team for Salesforce CTI Connector for 20 agents with UCCX 11.5. I am planning to use built in Salesforce Open CTI Connector. Any one using Salesforce Open CTI Connector. is it licensed...
Forum Posts
Hi everyone,Is it possible to can I take a copy from UCCX dashboard reporting ? Thank youAppreciate your responseAhmed Zakaria.
Hi Team ,if the customer is not same browser where Finesse is opened , is there a way customer can get some flash or notification when the call hits the finesse during Auto Answer scenarioregards,Kavle
In Webex Contact Center we occasionally have out dial calls that end abruptly with a termination reason AGENT_ENDS. The documentation states that this is related to RONA timeout. I have a couple of questions: Since this is an out dial why does RON...
We're experiencing issue where terminating a call in the IVR script (Terminate obj) led to an abandoned call in CUIC report (contact disposition = 1). Is there anyway for us to customize this behavior? Or is there something that can be done within th...
Hi,Agent state turns to Not Ready during an Outbound call and has been captured in the reports.Is it possible to change the state of an Agent during an Outbound call from Not Ready "offhook" to Talking or Any other state.Regards,Ahmed Zakaria
Hello ,just wondering is there a way we can have only read access to ICM script editor.regards,Kavle
Resolved! UCCX. CUIC. Operator hung up report
Colleagues, good day!Where I could be see in the CUIC of Cisco UCCX 9.0 a report, which shows that the operator first hung up the phone without waiting for client to do so?
Someone knows if it is posible to create a report per call that shows when the caller hang up and when the agent hang up?Thanks
Hello All,need some help -there was a call made by a customer (at 9.50 EST) and we see that in AWdb and we could see the target Lable for that call record .however, when we try to see that call handled by the Agent in the CUIC we dont see that time ...
Hi all, We have a setup of courtesy callback as follows: inbound call>>>>PQ>>>CCB Now when the calls enters the PQ after certain time it is forwarded to CCB . The call still shows in queue since the inbound call leg is still present until the caller ...
Hello, I would like to ask how to show in the UCCX reporting the button/key pressed by the caller if the script does not have any CSQ, but only switch string? The report I am creating is the Call Variable Report. What was done so far are; (1) added a...
I am working on a flow where if no agent is available i want to play the customer a prompt while i perform a backend http request to an external api and retrieve an agent email/id if an agent becomes available. Once that happens i want to route to th...
Hi Team, I have created the new script . I used Get digit option to collect the digits. We have an 10 digit employee ID and it is getting the output correctly. If user enters less than 10 digits I need to play the prompt, how to achieve this. Can ...
I am unable to change state and secondry phone number while logged in cisco carrer. this is an active bug. Kindly look into
