Last night we moved our uccx servers (12.5) to different hardware. dbreplication & uccx dbreplication showed everything synced & normal. We moved uccx-01 first and things switched to uccx-02 as master. Took down uccx-02 and verified that uccx-01 w...
Forum Posts
I am trying to generate some custom reports for courtesy callback. My query is not working quite the way I though. I am trying to create a summary report that counts the number of pending callbacks that have zero retries.We are using UCCE 12.6.Here...
I have implemented courtesy callback. One challenge I have though it sometimes sessions are stuck in the CallbackWait app in scenarios where the voice gateway is rebooted/fails or maybe I was updating the call studio app and made a mistake initially...
Does the WXCC system count a call in the Service Level calculation twice if the call enters through one queue and then is transferred to another queue. In my history I have only seen a call be counted once for Service Level at the initial point of e...
Hello Experts -I have a requirement where, there is an external tool, and they would like to call an API to get the agent details for the specific PQs.(basically they need Agent details to assign some task separately based on the PQ that is assigned)...
weird error. i have a supervisor in our call center who has given up the title and just wants to be an agent. I remove her from the supervisor skill set in UCCX, and i can confirm that it removed the * next to her name, and also removed her as a se...
Resolved! Call Prioritization based on CSQ
Hello All, Good day to you, so I want to achieve call prioritization based on CSQ, following is the scenario: I have two CSQs:CSQ1 : Skill1(2)CSQ2 : Skill2(2) I have two skills:Skill1Skill2 I have two agents:Agent1 : Skill1(5)Agent2 : Skill2(5) the s...
I recently made someone a supervisor and assigned her to the proper team, but when she logs into Finesse she isn't getting the Manage Team feature. She gets the Team Message button, but not Manage Team on the left sidebar. I double checked and went...
Resolved! WFO/WFM in Webex contact centre
HiHow do I go about enabling WFO/WFM integration in Webex contact centre ? Is that a separate portal Cisco/WxCC partner has to provision before customer can access access ? Found the guide link below but don't know how/where can I access Webex WFO. h...
What is the validity of 500-442 CCEA is it 3 yrs also? If I pass 500-442 CCEA will it renew my ccnp Collab and enterprise?
Resolved! Scripting Tips
Hello Experts,Here's our opening hours:Sunday to Thursday: 8am to 11pmFriday and Saturday: 8am to 1:30amHere's where I need your help:When a public holiday falls on Monday (September 2, 2024, October 14, 2024, April 21, 2025, May 19, 2025, September ...
In PCCE SPOG page we are getting shindig is undefined error. unable to manage the configuration due to the error. Found from browser logs can see unable to load the script for gadgets and some js files.
Resolved! Courtesy Call back Report Details
Hello , Do we have any document related to CCB report. Like details explanation about the each columns for callback current, historical, queue, event tables. Please share it will be very helpful. Thanks.
Hi, Need some advice please, i have a UCCX 11.5 installation that is currently unresponsive due to 100% disk utilization. I can get access to the CLI but the web services etc. fail to start. I am trying to get the Server operational so we can upgrade...
I'm getting reports from a customer of mine that some supervisors may be changing agent attributes without proper permission. Is there a way to audit who is changing agent attributes in UCCE 12.5? Would be nice to know: -Person making the change-Agen...
