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Is there a way to trace the movement of Agents to Skill Groups and teams?
Skill_Group_Member and Agent_Team_Member can both tell me which skill and the team associated with the agent based on the current config in CCMP.
Im interested in seeing
- h...
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...
Hi,
I am sending datetime in following format to ICM routing script as call variable.
Call Variable 1: 2016-04-29 22:30:00
I want compare this date in IF with current system datetime in ICM routing script and based on result decide further routing o...
need to make a change where in UCCX I have a menu that press 1 goes to a queue, press 2 goes to a queue and need to add if you know your parties extension dial it at anytime. The extensions do start with a 1,2, and others. What is the best/cleanes...
Hi everyone,
I am prepping for a upcoming CUCM Publisher and Subscriber IP change. I am getting conflicting information in regards to the IP addresses associated to the AXL, JTAPI, and RMCM accounts within CM Configuration of UCCX. On one hand I ha...
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...
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'...
When running a Contact Service Queue Activity report most of the columns that are supposed to be averages are showing up as the sum of the numbers in the totals row instead of the average. Avg speed of answer and Avg handle time are 2 examples of thi...
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...
