I'm running into an issue where when I export the Person and Agent tables using Configuration Manager's Bulk Edit and I try to include the description in the export. If the description has multiple lines in it ICM is causing the description to drop t...
Hi Key store access through cmd fails with error "keytool error: java.io.IOException: Keystore was tampered with, or password was incorrect" trying to access the keystore for list out the available certificate details by using below command and pass...
Novice script-er here... I am updating an existing script to include a get digit string portion to allow callers to enter their customer number. This will be displayed in Finesse when the call is routed to an agent. All that is OK..However in testi...
Hello, This is regarding a UCCE environment version 12.0 We have noticed that after RONA, the agent status is set to "Call Not Answered" instead of "Not Ready". Is this the default behavior on UCCE? and can we change it to "Not Ready"? Thanks in adva...
Dear member, We need to upgrade a UCCE system from version 12.0 to 12.5. The ICM main installer ISO image for version 12.5 is not available online on Cisco's website. Through the MCE tool, I cannot see this specific customer and thus I cannot initiat...
Hi Team, Can you guide me how to create a JSON in UCCX script. Regards, Jijesh
Hello all,I'm a newbie here, trying to follow the sandbox and learning labs to better understand how to go about trying to find a solution.Essentially, I'm trying to find a way to notify a user if they have been logged out of finesse. Sometimes, due ...
We are using UCCX v11.6.2.10000-38.We are seeing an issue where an agent either has a call ring once then stop, or they get a missed call without ringing. What happens next is the agent is either presented with the same call normally, or a different ...
Hi EveryoneI am very new to this platform and also looking your suggestions to guide me about UCCE.Could you all please help me and let me know how, where and what to start in UCCE ? What should be the first topic or chapter to learn and read in UCCE...
Hello all, I am looking for options or possible ways to set up a alert when a PQ hits a certain number of calls currently in queue. Some kind of alert on finesse or if possible sending out an email would be great. Thank you
Hi everyone. I'm trying to find the best way for an agent to transfer a call off to an external location, and then send DTMF. Scenario is that agent will receive a call via a queue (using CVP Comprehensive flow on UCCE 11.6), but then needs to send t...
Hello All We are looking forward to integrate CTIOS in ICM 8.5 with Salesforce.com.Unlike ICM 7.X version we dont have CRM connectors available. Wanted to check if anyone has performed such integration in their environment with ICM/UCCE 8.X versions ...
ICM scripting requires sophisticated skills; although I am familiar with basic scripting, I need to improve. Is there a Cisco document that provides information on the ICM scripting technique?
Hi, We are trying to understand the task and capture api.Consider the following scenario where Agent A talks to Agent B, and both of the agents are recorded. How is this represented in terms of task. Does the above activity create two tasks with chan...
Dear All, there are any way to transfer an option on IVR to start whatsApp chat on UCCXfor example press 1 to sales and press 2 for start whatsApp chat on your mobile number . thanks.
