Contact Center

Hello,   Is it possible to set the Agent RNA to stay ready on a per queue basis?  I know of the system parameter for this but wanting to be able to do this for only 1 queue in our system.   We're running UCCX 11.0   Thanks!

hi,     is it possible to change the skill of agent via finesse supervisor desktop. or is there a way to give access to supervisor so that he can change the skill of agent only and not any other admin related tasks (ie task used for uccx configuratio...

Hi All,I have a requirement to integrate salesforce and Cisco CTI.I have gone thru many documents and forums and what i could find is bits and pieces of configuration.Currently i know below points:- i need to install Cisco TSP on client (done)- i nee...

Hi,   We have 100's of scripts due to bad management and versioning control. As every script doesn't necessarily have a trigger (sometimes called directly within another script by name) - is there anyway to report on script usage? ie last time a scri...

Hi everyone,We are moving from CAD to Finesse in UCCX 10.6.I am aware that we need to use Socialminer in order to have email and chat fonctionalities for agents. We ONLY need inbound email fonctionality. My question is; do we need to use Socilaminer ...

Hi, We currently use finesse for out call center.  We also use LivePerson for our website chat solution.   I am wounding if anybody have used a gadget or API to bring LivePerson into finesse for a single pain of glass.

While I have a mix of teams using CAD and Finesse are there any issues/caveats when agents need to transfer a contact to another team using the other client?   E.g. a CAD agent transfers a contact to Finesse agent, and vice versa.   Also, if a team h...

Hello, Customer just moved from using CAD to Finesse.  There were a number of keyboard shortcuts available in CAD, which don't appear to be available in Finesse. Is there any way to configure shortcuts for Finesse. Thanks,AK 

Dear All    I need your help and suggestion in improving the below script:   I am developing a script where a supervisor calls into the script with a certain calling Number “example: 32507” to open and close the queue. This is done by increasing the ...

Hello Experts, Could you please have a look at the attached script and let me know what I am doing wrong?   A caller calls into the organization and is prsented with a menu to chose from: Option "9" is to change the language to English and * will pre...

I have installed UCCX 10.6, the problem I am facing is ICM option is not available in subsystem. I have tried below demo licenses but did not find this option in either case. Please let me know how can I get ICM option   ccx100_pre_demo ccx90_ivr_dem...