Contact Center

Hi, We are working on UCCE version 11.0(2),  We have following scenario that is not working fine. 1. Call lands to the agent successfully, 2. Agent transfers the call to the supervisor using the CTI route point, 3. once the call is transferred, cus...

Hi there, We have uccx 11.0.1.10000-75 (works good) and paid license Configured Licenses: Package: Cisco Unified CCX Enhanced Total IVR Port(s): 100 Cisco Unified CCX Enhanced Seat(s): 5 High Availability : Disabled Cisco Unified CCX Maximum Agents: ...

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?