Contact Center

Hi Team, One of my client is upgrading to CVP 11.x  they are using ACME SBC according to this link: http://www.cisco.com/c/dam/en/us/solutions/collateral/enterprise/interoperability-portal/connecting_cisco_unified_customer_voice_portal_with_acme_pack...

Hi , Can someone please help me with the service level calculation for the Call Type Historical All Fields report. Formula ?

Hi All,  We have an requirement where clients want to create a system when call is answered by the agent a predefined questionnaire work flow open automatically. Then agent ask questions to caller and make decision on that basis.  My question is, is...

Hi All,I am looking to achieve PCI compliance for my networking infrastructure, which includes CCX, currently runnng version 4.1 with IVR being used for credit card authentication. Not really sure where to start on this, so if anybody has any pointer...

I've noticed there are a few threads regarding requests for more meaningful error codes for these CTI messages, unfortunately I've not come across any documentation or information which provides a definitive list of these Finesse error codes.  Has an...

I've been working on a disconnect on transfer issue for quite some time. Very few calls are disconnected and I haven't found a pattern to it yet. I have noticed that when a call disconnects I get the following in the RTR log 5:59:59:781 ra-rtr Trac...

Please can someone confirm if I have this correct AHT is = to HandledCallsTime/CallsHandled   HandledCallsTime = HandledCallTalkTime + HoldTime + Wrap. If this is correct can someone confirm what constitues HoldTime - is InCallsOnHoldTime part of the...

Can someone tell me what the "Retry" field means or is telling me in the attached picture? What does false mean? What about attemp1 ewt=47 reason=noresponse? Our ContactCenter admin set it up and is no longer here and I'm trying to understand Courte...

Hello Folks Is there a way to check for established CTI connectivity from CUCM to PIM. I know we can check it from the PG side using OPC and Diagnostic etc ... But is there a way to check the same from CUCM side. Thanks Alok

Cisco Finesse error: few of my users are getting this error message "Reporting Service is starting up. Please refresh after a while. If error persists contact administrator" the only work around that I know of for this issue is to have the user log o...

Has anyone tried running Finesse on a Windows 10 machine?  I know it's not a supported OS on current versions of Finesse, but wondering it works.  Thanks

We are working on a very strange issue where the RMCM user in CallManager is loosing all it's device associations.  We have re-associated the devices several times but after about 12 hours they all disappear again.  Has anyone ever seen this issue be...

I am using IPIVR 8.5.1 in a UCCE environment and was wondering how to check current and historical IVR port utilization? I have searched in UCCX Administration and was unable to find the information I need. Any help would be much appreciated. Thank ...