Contact Center

Resolved! UCCX -Finesse 10.6.1- Finesse not showing configured agent as Supervisor

I have configured an agent to be a supervisor by the following: Tools--> User Management--> Supervisor Capability View --> searched for userID and added it to Supervisor Box, clicked Update. Subsystem --> RmCm--> Teams--> clicked on Team Name --> fou...

CAD 10.6.1 Installation

I'm upgrading from CAD(9.0.2) to CAD(10.6.1). What are CAD client upgrade procedures? UCCX 10.6.1 will have same configuration(host/IP) when moved to production. 1. Will the CAD 9.0.2 auto-update to 10.6.1 when user attempts CAD login. 2. Can I dir...

Resolved! Exporting applications from CVP Call Studio

What is the proper procedure to export a CVP Call Studio application to another server for back up and import purposes later? The end game is to make a non deployed application backup to another location. Thanks - Keith

UCCX inbound call trigger Line Setting goes away too fast

I have a call center that the agents need to see what company the inbound call is coming in on so they know how to answer the call (which company to say they are representing). Is there a timer setting somewhere that I can increase the time on for t...

Resolved! CTI Port

Hi,I am little bit confused about CTI route point and CTI port.My understanding is that,calls from a gateway is terminated on a CTI route point.Then how this call is redirected to UCCX or IPCC?I know this is a very basic question,somebody please help...

Finesse is auto logout after 10 secondes from a state not ready

Hi, I use Finesse Cisco Finesse 11.5 API for my website, when a agent is logged in finesse with the state "not ready" and reasoncodeId -1, then 10 secondes after, the state of agent is auto logout with a reasoncodeid -1. Some one ca help me? Thanks ...

Resolved! Agent login without finesse or cad - close, open script

We have been asked for a requirement where a call centre wish for an emergency agent to login to a script so to close the script but they wish to do so quickly so do not wish to log into Finesse or cad Either the customer script for the calls check...

Resolved! Unable to upload document 10.6

I am troubled with CCX10.6 scripting issue that it is unable to upload document. I'm not sure how I failed to upload documents. Please help me! Regards,

Finesse Agent is in Not ready state,Still Contact Center calls are landing

We have configured a reason codes such as Long admin (60003).When user is in Finesse Long Admin State, agents getting a contact center calls. Please share your valuable suggestions & how I can find out Agents state when particular call landed vie ICM...

Calling media files from gateway usb instead of CVP media server

Hi All, We have a site where they request monthly changes for their queue MOH. Right now, what we do is to make the changes manually - we upload the .wav files they provide us on the CVP media servers every time they log a request. In the past, I hav...

Noisy and dropped calls

Hello All I want to ask your help in one issue that we are facing with our contac center., where the customer reportes noisy and even dropped calls. I have noticed that this issue only happens when all our available agents are busy on call and we ...

Resolved! outbound with uccx 10 and CAD

Hi, I was reading about Outbound Campaign in UCCX version 10 and version 10.5. So someone knows if Outbound campaign in Progressive and Predictive Agent Mode works with CAD in both versions, because I understand that thos mode only works with Fines...

Increase the duration before the Calls are tagged as abandoned when the caller are already offered to the Agent.

Hi, We would like to know if there is a way to increase the duration before the calls are tagged as abandoned when the caller is already redirected from the QUEUE to the assigned agent but the call did not connect since the caller already drop the c...

UCCX Lost connectivity

Today morning connectivity to the CCX server was lost. Was not able to ping the server. also agents were not able to login. Local IT plugged LAN cable out and replug it. After this server was reachable successfully. Network team is not finding wh...

CCX IVR Script

Dear Experts, Can some one help in how we can enable the customer call evaluation after the call ends so by pressing for example 1 for unsatisfied 2 for satisfied and so on. It will be appreciated if there is script can be shared for the same. Tha...

Contact Center

Forum Posts

Resolved! UCCX -Finesse 10.6.1- Finesse not showing configured agent as Supervisor

CAD 10.6.1 Installation

Resolved! Exporting applications from CVP Call Studio

UCCX inbound call trigger Line Setting goes away too fast

Resolved! CTI Port

Finesse is auto logout after 10 secondes from a state not ready

Resolved! Agent login without finesse or cad - close, open script

Resolved! Unable to upload document 10.6

Finesse Agent is in Not ready state,Still Contact Center calls are landing

Calling media files from gateway usb instead of CVP media server

Noisy and dropped calls

Resolved! outbound with uccx 10 and CAD

Increase the duration before the Calls are tagged as abandoned when the caller are already offered to the Agent.

UCCX Lost connectivity

CCX IVR Script

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Courtesy Callback (CCB) - Administrator Cancel Feature

SIP REFER with CVP Standalone and VVB

Continous Cloud Optimization AI agreement or sell domain cco.cloud

UCCX unresponsive due to Disk Utilization

Missing message types number for Cisco CTI CALL_ATTRIBUTE_CHANGE_EVENT

Synchronizer is unable to establish connection to peer in UCCE AW

Finesse Reports View ID Not Found

CUIC Custom Call Variables on Live Data?

Preventing Auto-Responses in Webex CC for Ongoing Email Conversations

CUIC Report shows Callback calls as abundant