Contact Center

Hello, responding to an RFP - has anyone encountered a gadget where the call is delivered to the agent finesse desktop where the a field in a window could be 'dragged' to another field to initiate a transfer (vs initiating a transfer via the traditio...

Hi guys, We're using custom made agent desktop, not finesse, CAD or CTI OS, and we have an issue with the data the ICM is passing to the agent desktop. We want to pass data in other language (Hebrew), but when the data is displayed in the agent deskt...

Hello, I am trying to get this to work in for Finesse but keep getting this error: There were issues rendering this gadget.org.apache.shindig.common.xml.XmlException: The content of elements must consist of well-formed character data or markup. At: (...

I have a callback script and have created a test CSQ script and as long as the caller enters an internal extension as the callback number, everything works perfectly.  However, if the caller enters an external number, the system doesn't place the cal...

UCCX 11.0.1 SU1, CUCM 11.5.1, Finesse, IE, 8841 We have a single agent who is experiencing horrible freezing issues in Finesse.  She is not the only one having issues but she is impacted to the point that she cannot function, the app freezes up comp...

Hello Experts, I am being tasked to create a solution where a group of oncall engineers can call to an specific number in order to set themselves as active oncall engineers for the week for an specific pstn advertised tech support center. Another wo...

Everyone; Trying to run a query against the eGMasterDB from the past 12 months that would show the number of emails received by a specific email address. starting to look at the uncharted waters of EIM's egMasterDB schema guide and have no idea wher...

I understand the report below for the most part. What I would like to know but cannot find anything on it is the Cisco Unified CCX Maximum Agents: 400. What happens if you exceed the 400 max agents in the system? Does the system shutdown, not allow a...

Hi All! I'm hoping someone can help me with this. I got a request from our business unit to give some non-admin users the ability to call into the call center application to record, upload and enable a hot topic message. Our script has a boolean che...

Hi, I have some Time variables with names like openApllicationSupport, closedApllicationSupport openSecuritySupport closedSecuritySupport openNetworkSupport closedNetworkSupport .... They have predefined Time Values, e.g 10:00am, TZ[Europe/Paris] a...

Hi I have been requested to configure the call forwarding below, any one can adive what is the best way for doing that? the forwarding number needs to be change by the user himself. Office Hours: Monday to Friday – 9:00am to 5:30pm   Diversion 1: O...

One of our customer is running 9.0 CVP/UCCE infra.The customized CCB applications are running perfectly. Currently they are planning to upgrade to CVP 11.5. So if the existing CCB applications are compiled in Call Studio 11.5 and deployed will it wor...

Hi Team, CVP activity log size mismatch production and lab environment. In Production activity log each file size minimum 20 mb but CVP lab environment each log file size 6kb or 7 kb. Why its mismatch and how to configure activity log file size.

Dear All, I have configured the following steps but record greeting is not working . can I missed anything for this issue .  Call type  , DN  and Script mapping   PlayAgentGreeting_CT (call type) , PlayAgentGreeting ( DN cucm routing client) , Play...