Contact Center

Hi team, We have facing a problem of abandoned calls before queue, I reviewed scripts and the CTI route point settings in cucm and there is no errors. This problem occurs randomly, there is no pattern, so it is difficult to repeat the problem. I hav...

Hi all,   In attempting to build a third party gadget for Cisco Finesse, I have successfully written the XML specification for the gadget and embedded it through the 3rdpartygadget account as specified in the Finesse Web Developer Guide. This gadget ...

I have CCX version 10.6.1, this user is logged in using Finesse as an agent.  They are able to take calls as an agent and make outbound calls as an agent.  However after a about 45 minutes being idle, waiting for a call.  The system logged him comple...

Hello, We have uccx version 8.5 and our cisco supervisor desktops applications are showing agent login time as 00:19:24 such as military time like its past midnight.  Seems to be like stats did not reset last night. I rebooted the server and that st...

It's my understanding that UCCX can only produce reports for calls made by the system and connected to agents.  If agents are manually dialing numbers they do not get counted in the reports because UCCX doesn't know about them.  If I'm right is there...

Hello team, When I put the corresponding credentials for access to UCCX through SSH console, I get an "access denied" message. I always use the same credentials but I don't know why this issue is happening. This problem is occurring when I try to lo...

Hi All, I have to restart my Domain Controller devices one by one, i have two sites geographically. my question is, is there any compulsary to restart the Domain Controller Side A first then restart the Side B? or i can restart normally

Hi, Something weird; I want to create extra tabs in Finesse Supervisor, but I can't see them. when I add them under the agent role I do see the new tabs immediately. For test I use: <tab>    <id>CustomTab1</id>    <label>Test</label>    <gadgets>  ...

Using CISCO Unified ICM/Contact Center Enterprise 10.5.Have looked from the schema and cannot find how you determine whether the customer or the advisor hung up the call.Can anybody help?

I'm looking for a good way to tell if the customer or the agent is hanging up.  I believe looking into the termination call detail table for the call disposition can give me an idea but not exactly sure. Anyone know of a good way to prove this?

Hello Masters, Can we use uccx along with UCCE as IVR solution? If yes then what will be the call flow. Please help me to understand the components required here. Thanks.

Hi folks, am new to CUSP SIP Proxy. any video / guide on how to configure SIP Proxy. I found a video which is helpful to less extent. I've CUSP module which is installed on 2951 Router. CUSP version is 9.1.4. Please suggest. thanks & regards, Rite...

Hello All,My question is, can we start more than 1 Silent monitoring session on same call?Right now I am able to start monitoring by one supervisor and when i tried to start with second one a call is initiated but not connected.Can you tell me if it'...