Contact Center

Morning all, Today is the 2nd day of a campaign in the dialler, we loaded 5900 records and start calling yesterday, today our users have come in, logged into finesse and gone 'Ready' but nothing is getting offered to them. What could be causing this...

Hi All, Does Cisco have a document about its limitations on CUIC Reports? Customer asked a question about Agent State Detail Report and some other report like agent summary report wherein they generated Agent State Detail Report for a duration of 1 ...

Hi All,  Good Day. I had a discussion with one of our customer regarding CUIC for UCCX. Appreciate if you can help us on their inquiries. Kindly see the list of their inquiries below. - Is it possible to determine if the agent or user of Cisco IP P...

Hi all, I have this scenario where agents have direct ddi numbers. These numbers are delivered to the agents via a UCCX script where the call is answered playing the welcome and calls may be recorded greeting. The call is identified as a directDDI ca...

I have an issue that started today that I've never seen in 15 years. The agent called me and said when she clicks on "Reports" button on the toolbar the Agent Real Time Display opens. She then clicks on "Contact Service Queue Statistics" and keeps th...

Hello, I believe I am hitting bug ID CSCuq42288 in UCCX 11.0. I am using a Hold step, a Delay step, an Unhold step, then am experiencing truncated prompts. The Bug Toolkit says that the bug has been terminated and that no fix was planned for this bu...

I have configured a CSQ that have the options to press 1 to leave a message after a minimum of 2 minutes of waiting time. The CSQ is working fine and the voice mail is working. My question is about reporting in CUIC I saw reports that shows abandon...

Hi All, I am having an issue when the call is supposed to route to an agent logged in to a different cluster and appreciate if I could get some help please. 1. I have created the ENT skill and added the skills of EMEA and US skill groups to it 2. My...

Hi guys, i have just created a bunch of Scheduled report but unfortunately when i try to modify, delete, or run them i'm getting this message :"This scheduler is currently being updated.  Please try again later."also the older scheduled report are ac...

Hello All, One of our customers has UCCX "11.0.1.10000-75" in HA Mode . recently , the customer is complaining from a strange issue , randomly , a Call comes into the system , and it rings multiple agents in sequence with 1 second in between , so eac...

We have an agent in stuck in Reserve and so unable to log out of finesse. How can we change their state thanks

I am creating an Relative dates and along with the Stock reports Agent Historical All Fields UCCE 8.5(4). Query Type: Anonymous Block Data source: UCCE Historical 1. Created parameters and fields. 2. Set values of Relative dates to Decimal and Start...

Hello,    I am using ICM 10 and trying to find out how many CTIOS agent licenses I have. Also, are the licenses concurrent licenses or based on the total of agent configured? Any help provided is very much appreciated. Regards Joseph