Hello, I was hoping someone might be able to help or point me in the right direction. We're running CUCM 11.5 and UCCX 11.6 (Due for upgrades next year). I'm looking to perform a lookup of an SNR internal number and discover the name, in the screensh...
Forum Posts
Hello AllOur Customer receive calls back into a UCCX application and would like to get information that was added to the SIP header of the call and assign it to a variables on Finesse UCCX 12.5 , CUCM 12.5 The Data needed to be Push :- """Modified S...
We have CVP serve application which after the upgrade is failing to run. Is there an specific JAVA or Tomacat change that happned form 11.6 to 12.0 that is causing the JavaEXc error.Error Log :XXX.XXX.XXX.1691425438920.130314.xxxxxxxx08/07/2023 11:23...
Not that a caller would typically do this - but I have a script that goes to a prompt with an option to press * to repeat it, as it's an email address mentioned. I do repeat it, but thought to confirm I'd offer the option again. I can press * twice, ...
hi guys, i will be building an new ccx and here is the following requirements that need to be met. all i want to know is how to achieve them. do i need any other third party app to achieve this or can i do all within ccx using scripting? 1. trans...
Hello Experts,We call into our call center and hear a menu with 5 options. The option 2, 3 and 5 have 10 digits call redirect to a second script. In the second script we have a menu of 8 options, DTMF works well when we use an internal devices (IP Ph...
So I just created a script for UCCX and everything works fine but I wanted to create an Int variable that can be entered/updated via the application webpage and this does not seem to be working.This works just fine:( todaysDayOfWeek >= 2 && todaysDay...
Resolved! UCCX - Pop Up Alert
When using Finesse, is there a way to trigger a pop up when a queue reaches a certain threshold? For example, an agent is in Not Ready state.....when a queue reaches a certain level, a pop-up will display on the agent's screen to let them know they n...
Hi All,need some help on this.I have PQ(Medical_Help) priority set 4 for call-back assist return calls in the different script and different DN and call type and PQ(Medical_Help) priority set 5 for normal straight calls with different DN , different ...
Running Cisco CVP 12.6(1), I am trying to call a different existing callflow, from a running callflow. I know both callflows in their current state work, but I want to modify one callflow to call the other callflow, then return to the original runni...
hi can someone helps me to design a sql query for abandoned calls for an Agent including calls disconnected by agent before answering. I designed below query referring call disposition codes but not sure if it ok for my requirement. can someone con...
Resolved! UCCE or WxCC ?
Hello,Mods please excuse me if this is not the right platform to ask this question. I want to apologize upfront if any of these questions are not valid as I m very new to the Contact Center space. I have spent about 6 years doing CUCM installs and da...
Hello all, We have a Contact Center Express deployment 11.6(2) and the agents use Finesse on Chrome. Our reporting team noticed in the "Agent State Detail Report" that many agents are frequently getting Logged out with the cause "Connection Failure"....
Resolved! Finding calls in CUIC with Session ID
UCCX version 12.5This might be an easy one, but I am trying to find out a way to use CUIC reporting to filter based on the Session ID. I have decided to use the Session ID for callers to reference and now when/if they call back with the reference num...
Hello, I run a contact center and use cisco finesse. I am looking at a bridge program or cisco functionality that will allow to pull in multiple people from an address in a queue and once all parties have joined, I can connect the call into a single ...
