Hello,I'm having an issue where supervisors are seeing all queues in Finesse. I've come across this document https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html, but it doesn't...
Forum Posts
I've done a few installs of CCB, but never really done a serious deep dive into the solution. I recently posted a blog about a modifications I made to CCB to prevent it from being offered when your expected call back time was longer than your open ti...
When I am logged into Finesse I am unable to select the Phone Book tab in order to select extensions (see attached). I am currently designated as a supervisor and should have the ability to initiate calls from here. I am unable to locate any document...
Hello All,I have a 11.62 script that is pointing to a prod data-source, this works just fine. If I change the script to use the test data-source, data is still written to the prod database rather than the test database. I have refreshed the applicati...
Currently we have four departments using this web based application running on version 12.5.1.11002-481. We have an issue that is not constant but happens a 2-3 times a day. It only happens when an agent does not use the application for a period of...
Resolved! Real Time Monitoring Tool for CUIC 12.6
I am trying to find the downloadable file to upgrade from Real Time Monitoring Tool for CUIC 11.6 to version 12.6 but I cannot see to find it. Can someone advise where to find this?anyone know where I could find this ?
Resolved! ECE chat priority
Is it possible to configure it so that when a chat is transferred to a queue, it gets into the queue with the highest priority?
Could anybody assist how to get a data from the database and interact with IVR system.I have a to create an IVRflow where I need to get a flag value from database and based on that value I need to make a decision flowAttached the snapshot of the flow...
What would cause this issue for My History, Team Data, and Queue Data?
Resolved! Get Caller ID CSQ
Is there a document someone can follow how to setup these scripts? I pieced together a simple script. I am stuck trying to get the caller id, calling number, contact info to show up for the agent.I am not sure if this correct. I created string var...
Hello allI need to have an idea about my task and i can't start from where i connected my UCCX with my database client needs to classify the callers by his number if this number is VIP he will go to VIP queue and if he's normal client he will go to t...
Any version of UCCX 11.x and 12.x when stated goes through authentication ok, keeps loading and stops at 97% at "Initializing user interface" and does not move for about 10 min. Them it loads but is extremely lagging, impossible to do anything really...
Hi,I need to know the wrap-up time configured for an agent in UCCE 11.6.in UCCE 12.6, I am able to get the wrap-up time in the User Details API finesse/api/User/<agent_id> under the key <wrapUpTimer>30</wrapUpTimer> but this key is not present in UCC...
I'm trying to figure out what the difference is between the EWT calculation for Courtesy Callback versus the built-in function EstimatedWaitTime(). The only documentation I can find for the built-in function isn't very descriptive it terms of the ma...
Hello!I use UCCX pickup calls in medical center. I need to integrate it with some other program. I use call variable to get information about patient from MSSQL database. Is it pusible to make one of string variale as HTML tag for click and open othe...
