Contact Center

Resolved! CIsco UCCE 10.5 setting for CAD to restrict any extension from login as agent (registry setting)

Hi, Does any one know any registry setting in UCCE 10.5 for CAD where we can restrict any extenstion from login in as agent I know we have JTAPI user where phone mac address is associated also we have device tragetting rule and device profiles were...

ucce upgrade from 9.x to 10.5

Hello , we are planning for major upgrade from 9.x to 10.5 version. looking to cover key issues and learning if anyone here happen to come across anything major/minor that needs to be taken care . Any inputs /observations from your upgrade experienc...

Confusion with replacing UCCX / Finesse Certificates

We started out using certificates from our internal PKI for UCCX / Finesse. For about a year now we've struggled with browser issues, mainly because there isn't a good way to manage trusted CAs in Firefox for an Enterprise. We decided to purchase ...

Resolved! error Call Control Group display

Hi, I configured a Call Control Group but I see an error (icon) in Call Control Group list but It works fine (see attached file), thanks a lot for your help. BR Aubert

Cisco Supervisor Desktop does not reset numbers daily

We have noticed over the past week the numbers for total calls, handled calls today, calls abandoned and calls de-queued have not reset daily but just continue to increase. Im not sure what has been changed as we have not gone into anything lately t...

Precision Queue API

I wanted to get the Queue status ( for example Current Calls in Certain PQ) from another application. Is there any API UCCE exposes to get the real-time status of PQ ?.

CCE 11.5 Virtualized voice browser - Licensing

Folks, I am in the process of standing up a CCE 11.5 environment with virtualized voice browser (VVB). I am not finding any documentation surrounding the licensing details surrounding VVB. Anyone have any input/ feedback on how licensing (if any) is...

Resolved! How to change the Agent Chat logo in SocialMiner

Hi,Please guide that how to change the Agent chat logo in SocialMiner 9.Looking forward to hearing back from you.Best Regards,Durraze Khan

UCCE Agent Priority within a skill group

Hi All, We are implementing a migration from Avaya Aura Contact Center (AACC) to Cisco UCCE. I would like to know whether UCCE supports Agent Priority within a Skill Group. With Agent Priority we can minimize the number of calls presented to new (l...

Resolved! Understanding select resource step in UCCX

I'm a UCCX scripting newbie and want to understand the select resource step. I have set connect to yes (thus there are two branches: connected and queued). 1. With connect set to yes, does it automatically connect the call to the agent (in ready ...

Cisco Custom Image or VM default Image to be installed for UCCE 11.0

HI, I am planning to install UCCE 11.0 on UCS 220M4 server. When we want to download Esxi 6.0, i could see that there is Cisco custom image and VMWare default image available. Not sure, if there is any recommendation from Cisco to install Cisco cust...

One ddi out of several not working, hitting script but error

We have directed several ddi to a single call type which points to a script. However one ddi receives ' we are currently experiencing system problems' It terminates on the skill grp but exist on the X error part of the script. Other ddi are fine, ...

Cisco UCCX

Hi, I need your help about a CUCCX offer. I have one of my customer who want to deploy this solution, but I have some doubt about my BoM. The UCCX will manage 25 agents. In attached you will see the BoM. CaN you help please? Best Regards,

Resolved! Multiple calles to accept one agent

Does it possible one agent can accept multiple calls in same time. eg. if multiple agents are leave in Call center to avoid customer waiting in longtime in Queue.

Resolved! Automatic ready after making outgoing call

Hi, We try to get our agents to make outgoing calls through the CRM system, we should be able to set an agent to ready when agent disconnects using a button on the CRM system. It should be programmable with the REST API's There are situations where f...

Contact Center

Forum Posts

Resolved! CIsco UCCE 10.5 setting for CAD to restrict any extension from login as agent (registry setting)

ucce upgrade from 9.x to 10.5

Confusion with replacing UCCX / Finesse Certificates

Resolved! error Call Control Group display

Cisco Supervisor Desktop does not reset numbers daily

Precision Queue API

CCE 11.5 Virtualized voice browser - Licensing

Resolved! How to change the Agent Chat logo in SocialMiner

UCCE Agent Priority within a skill group

Resolved! Understanding select resource step in UCCX

Cisco Custom Image or VM default Image to be installed for UCCE 11.0

One ddi out of several not working, hitting script but error

Cisco UCCX

Resolved! Multiple calles to accept one agent

Resolved! Automatic ready after making outgoing call

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enabling outdial PSTN from WxCC desktop

Identity unique column in Cisco TCD and CDR table OB Manual Dial

Live data report error on CUIC "loading view"

Finesse Admin Page

Prioritise Requeued Email

Abandoned Call Back

Finesse uccx

Call priority for agent in 2 different CSQs

Issues with UCCE and Finesse Lab Connectivity New CUCM Configuration

Documentation mistakes in CTI Server Message Reference Guide