Contact Center

Each of our agents has 2 lines on their 7942 phone. They have x1234 which is their primary line and x111234 and that is their line for inbound queue calls. If an agent is in a Ready state on their x111234  and they receive a call on x1234 and take it...

Hello, I am wondering is there a way to create threshold alert in finesse, for example, if there's an agent in Not Ready mode for a period of time, or the longest queuing time hit a limit, then the system would generate some kind of alert to warn the...

Hi All, rom our UCCX system where the Cisco Supervisor Desktop client reverts most agents ‘Team’ under ‘Servicedesk-Team’ instead of ‘VIP. Issue: The agents statistics can be monitored via the ‘Servicedesk-Team’ Team instead of the ‘VIP’ Team (Plea...

Hey all, this will be the first v11 of install for QM and it's a from scratch install.  Either way, i noticed if comming from 10.5 or starting new, you need to remove all QM from a server and install the v11 software from scratch (keeping the DB ins...

Hi all, I've been seraching for a few days now from some offical documentation detailing the steps needed to create a sql server replica of the native UCCX informix database. Does such a document exist? and if so can someone please point me to it ...

hi, I have a requirement to automatically log out the finesse agents if the agent is idle for 45 minutes. Eg signed in - but not ready for 45 mins, then logs the agents out Is there a way to configure this?

Hi , Could you pls let me know how to take report of how many calls hit cvperror tone ? ICM.10.5

Hello, UCCX: 10.6.1.11001-31 I want upgrade the system to version 11_0_1 but the system show the file Bootable_UCSInstall_UCCX_11_0_1_UCOS_11.0.1.10000-75.sgn.iso under Invalid Upgrades. What can i do?

UCCX v10.5 Hi all, For the following 2 reports in UCCX, all reason codes are displayed in their ID rather than the description which makes it difficult for any users to understand  1. Agent not ready reason code summary report 2. Agent state detail...

Hello everybody, Is there any option that Finesse will integrate with third-party web chat except SocialMainer? If not then, Is there a way to integrate third-party web chat to SocialMainer that will be used as web chat proxy or something? All I want...

Hello Everyone, We are facing issue in Agent\CSQ based  remote monitoring from the  hard phone. Even from supervisor Desktop we are not able barge the call for same agents.We are getting an error (Please refer attached screen shot).Post running the ...