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 all,
Any most simple way that I can add a notes field for agent to enter some text after the call. And the text can be retrieved in the report ?
thanks !
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...
Folks,
I am facing a problem with finnese 10.0.1 with UCCE 10.0.x that after transfering a call to IVR usnig ICM DNP agent's finnese get stuck on talkin state.
Any idea what could be the issue and what would can be te workaround of this.
Please find...
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...
HiI have confiured CCB on CVP 9.0.1. Able to dial into CCB ok however after i select to be called back and leave my number nothing happens. Looked through activity and error logs on all applications and found following errors on 'CallbackQueue' app; ...
Has anyone figured out how to listen to the XMPP feed when a task is created? The documentation states that it's possible to receive a feed instead of polling for the status of a specific contact, but for the life of me I can't get it to work with Pi...
I am trying to understand how Twitter feeds work, I have set them up on SocialMiner 11 all work fine. What I would like to do is push them into the contact center express agent so it comes up as an alert/puts it in a queue. Is this possible? I see UC...
Hi ,I have a customer who wants to enable on-demand call recording on QM server .Is there a plugin that needs to be installed on Cisco side to make it happen .QM Server 9.0.1.57Calabrio Call Recording: 8.8.1.57Calabrio Quality Management: 8.8.1.57Cal...
Hi , I am keeping getting below alerts in RTMT UCCX 10.5
+++++
At Mon Jun 05 14:52:02 PDT 2017 on node uccx-pub; the following SyslogSeverityMatchFound events generated: SeverityMatch : Critical MatchedEvent : Jun 5 14:51:26 uccx-pub local7 2 : 576...
