Contact Center

HiWe have just installed calabrio recording controls. We want to make use of the URL feature of the product that will allow us to automatically pause call recording when our web based payment system is accessed. The recording control features are wor...

Hi EveryoneI've created a custom report on UCCX and have added it to the Finesse XML Layout.My report has a simple threshold to make the value change colour when the value is greater than 0.When the value first goes above 0, the threshold works fine ...

Experts, Need help in understanding the offered , Handled , Short calls and Abandoned calls in Call type reporting perspective and also in SG report perspective. As per my understanding , Offered Calls -- Total calls offered to the CT Handled -- Tot...

Is there a limited number to email to be existed in Email queue or how long email kept in queue (is there a expiry date for emails in queue?) ?

Hi, I am trying to deploy a War file in UCCX server (Document Management -> default -> webapps). I am getting the following error in UCCX Engine logs. Appreciate your help in resolving this issue. INFO: validateJarFile(/opt/cisco/uccx/tomcat_engin...

hi, Is possible to use CPA on Virtual CUBE??

I have a Nuance server integrated with my CCX and i am trying to get the AA Script to work with my Speech Recognition. Whenever i call the script, it doesn't seem to recognize that the ASR is available to it takes the False path and gives me only the...

Have Mediasense configured for Call Recording from UCCX (Finesse).  All working great, however, I'm trying to pass script variables to Mediasense as metadata to make life easier for searching recorded calls. 1. Is this possible? 2. I would assume, I'...

Hello, I'm working on a project which involves displaying call data and agent status.  I'm able to pull everything I need from the Informix db_cra database, except for calls waiting in queue.  Our network/phone administrator will not allow us to turn...

Is it possible to add Internet proxy in CVP or Call Studio app so that app can query the resource over internet?

Hello, What is the best way to allow agents to input information into a form using the Finesse Desktop during an active call and have this information available in a CUIC agent call report. We have a requirement for an agent to check what additional ...