Hello, I have a HA enabled UCCX 12.5(1)SU3 High Availability cluster which was upgraded for 11.6(2). The system is running ok but I am having problems configuring Smart Licensing. I am trying to use the Direct option which connects to https://tools....
I have some agents that use a CTI Remote device with a remote destination that rings an iPhone. When calls are received, they are unable to answer them using the Answer function the Finesse portal. They receive the following "Error: Cannot perform op...
is it possible on cuic or uccx in general get the system uptime, like how many in percent or minutes the service up of call center, or percent of downtime ?
1. May I know whether UCCE can play the staff ID before transferring to the staff?2. To do post call survey, is it a must to use CVP?
Hi there, in the UCCX_API Developer Guide I did not find a method how to assign a skill to an agent. How is this done? Sincerely,Oliver Henning
We are in the process of migrating our on-prem UCCE call centers to WxCC. One location has an issue with agents getting the message "failed to register dial number, the dial number is duplicate"; but no one is logged in with it. At first I thought ...
We have a requirement to enable the landline for customer service, to enable the users to use this line for WhatsApp and SMS instead of using personal WhatsApp. when the agent wants to send a message through WhatsApp, he has to use the landline, what...
Every time you download opc logs, the opc capture logs gets downloaded and it takes more time for the download to complete. How to avoid this in diagnostic framework or in API?Any help here is appreciated. Please and Thanks.
I'm using UCCX Version 12, with pub and sub. The issue at hand is that the number of agents in a collection differs between two servers. For instance, the count of agents in the Support collection is 88 in the pub server and 141 in the sub server. I'...
Dear Cisco community, What is the major difference between the standard SIPREC (https://datatracker.ietf.org/doc/html/rfc7866) and NBR (Network Based Recording) that widely used in our Cisco ecosystem? I am reading document and doing my own investiga...
Hello ,if there was a way we can schedule a job to force logout Agent in bulk. We have jabber reset job schedules on CUCM side , but is there a way we can do for Finesse agents in bulk.
Hello Experts,We have set 30 seconds for the wrap up time but as you can see sometimes it takes more than 2 or very close to 3 minutes. Is there any settings somewhere that I have missed? Thank,MK
Hello Expert,Our agents are having hard time to terminate calls using the END button in Finesse. It works sometimes but it doesn't most of the time. I was going to restart the notification service but wanted to make sure if this is a known issue.Any ...
Hi. I am able to extract data from CUIC which shows the volume of abandoned and answered calls (from our call centre) in 20 second blocks (ie answered/abandoned 0-20 secs, 20-40 secs etc etc).We use an IVR (automated message before the customer is pu...
Hello, my customer needs a script for a post call survey that generates a custom report with the results of the survey. It is already done and works fine using the post call treatement feature. The problem is that the customer needs that to be used e...
