Contact Center

Can someone please explain how I can change the date/time format in the CCDR report when I export the data to an SFTP location? I get:Node ID - Session ID - Sequence Number,Start Time,End Time,Contact\Type,Contact\Disposition,Originator\Type,Originat...

Hello everybody, I have this question:¿How I can predeterminate a headphone on Cisco Finesse Platform?This headphone is supported on this platform. I need answer / end calls with it. I appreciate your comments 

Hi Need a little Help ! Advice with the  Above subject matter.I have a customer, who is running reports with Historical reporting however the reports do not give a True reflection of Agents status.i.e. if the Agent makes an outgoing call the Reports ...

Hello,   I am not certain if this should be a Contact Center or Call Manager question.  But since there is script involved I will start here. We have a service desk that takes calls during day, and then forwards over to a 3rd party for AH calls.   Th...

Hello experts,I have a UCCE environment with CVP version 9.0The RONA feature is configured and was working properly. Recently, we have added another line to the agent profile in order for him to receive and make internal calls.So the agent now has tw...

I have Cisco Unified Intelligence Center, Version: 10.6(1) build 1 (10_6_1_10000_39).  I have changed the font size on a custom report based on the delivered stock report, but it still retains the delivered font size.  Before I upgraded to this versi...

HI All,I've created an ICM Script and tried to achieve the Day Time check by using the Admin Script, to achieve this I have created User Variables and defining that in the admin script then calling the same on the routing script(on the IF node). But ...

Dear All, As a part of a POC we want to integrate ITSM tools like ServiceNow with UCCE, we are using CTIOS as agent desktop, We are aware of this type of integration using CAD or finesse where we can invoke a webservice to open the ITSM tool, but in ...

Hi,I have a small call center with about 40 agents and some operators. When the agents are not available or it's after working hours the calls need to go to operators. The requirement is that the operators never go to "not ready" and "wrap up" states...