Contact Center

Hello Tech Gurus,I am working on Monitoring and Whisper application.I already completed all functionalities also, but the only problem i am facing is with Monitoring tone. We have 4 options available.PLAYTONE_LOCALONLY = 0;PLAYTONE_REMOTEONLY = 1;PLA...

I'm trying to trace out a call in UCCX using the logs through RTMT.  Essentially I want the ability to look through logs when someone calls in and say that the user called at this time, they pressed this button sequece and was routed to this extensio...

I have a couple of users complaining that when they log into the Finesse client, the first time they try and log in, it never works, always on the 2nd attempt. Is this a known bug, or is there something else going on? Thanks!

Hi all, I have already installed the Google Maps ScreenPop Gadget on Finesse and I can see the gadget but it's not loading the map (screenshot attached). I have the API KEY from google and I've added it into the .js file (GoogleMapsScreenPop.js). C...

UCCX HA Environment CTI Ports and Route Point Redundancy Scenario I have a HA UCCX Environment over WAN.One UCCX Server in Local Office and other in Remote Data Centre.Similarly I have one Local CUCM and other Remote DC CUCM.I am trying to register t...

Hi,  I'm trying to Install ICM 8.0(1a),my environment is Windows Server 2008 R2 x64, Service Pack 1,  before installing ICM, I run Domain Manager and the error occurs,   The error message is "Error validating the Active Directory environment. Unable ...

some of the agents are facing the issue where AHT in the report is not same as AHT in agent statistics in Agent desktop. We are considering Average TT  + Average work time in Agent statistics which should be equal to AHT in historical reports(Please...

There are a few posts out here on the forums in regards to reverse engineering or converting deployed Call Studio applications from what's on the server back into Studio. I suspect that many of us have struggled with this at some point or another. M...

Recently we moved all of our IP/IVR scripts to CVP and I have noticed in CUIC, the stock Call Type Skill Group Historical All Fields report is missing data or even showing wildly inaccurate data.   For example we have an ICM script with 3 Skill Grou...

Greetings!  Is it possible somehow to set an individual locale for a single VRU script in ICM v8.5 ? Thanks in advance for your answers!

Need a little help on troubleshooting why our Master UCCX box is partial service.  We have an HA UCCX setup and the sub service Document Manager of the Cisco Unified CCX Engine service is showing as partial service.  What logs would I need to pull to...

Hi I have persistent user variables that are updated via an admin script.  The admin script is set to refresh every 15 seconds.  I can see the values update in real time in monitor mode on the admin script but when I check against the database the va...