Hi,Guys. I have problem with my PCCE (Lab only) with call flow : Customer dial number 2011 Route to CVP -> ICM (Caltype) -> skill Group -> agent I trace on the route log viewer, we have error "No default label available for dialed number", and i...
Forum Posts
Hello,Is there a way to have an agent be part of multiple call centre teams, but not receive calls from certain ones if they don't need to?I'm kind of familiar with the skills system, so I know I would likely need to add the 2 or 3 skills to their pr...
Hi,In UCCX, phone failure of agent was leading to "NOT Ready-Phone Failure" , but in CCE it causes the finesse to logout. is there any way to change the behavior in CCE?Thanks,
Hi All, Can someone help me on the subject query. I am working on a script where i want to save the user entered digits on a text file. For post call survey- For a caller to particiate in survey, we have created a RP to which Agent will transfer th...
I am currently trying to change the start if the week from a Sunday to a Monday, so that my reports run from Monday to Sunday, not Sunday to Saturday. Has anybody changed this or know how to do it? is it part of CUIC or part of UCCE that needs to be ...
Hello,I am planning to upgrade HW servers hosting UCCE/CVP v12.0(1) from UCS B200M4 to UCS B200M5 (no UCCE upgrade just hardware migration).We are planning to do the cold copy of the VMs (shutdown the VMs and copy from old hardware to the new hardw...
how to get logs through RTMTi can't to find out information why my datasource won't connect to my oracle database.
Hello Experts,Due to a power outage, we need to rebuild our UCCX Publisher. Unfortunately we don't have access to DRS backup as the SFTP server needs to be rebuilt as well. The Sub is healthy and functional. In my career, I have rebuilt the Pub many ...
Is it possible for these to work together? Can the end user have both an extension mobility profile along with other devices associated with them? Thanks, Joe
Hi folksI've been using the Set Enterprise Call Info step for a long time, and have noticed that the fields are not being set when a Call Redirect Step is used to transfer the call to another UCCX trigger. It works fine when redirecting to numbers ou...
I am trying to figure out how to use the calendar step in my script to play a prompt on a certain day. Finesse is setup so the supervisors can now manage the calendar, queue, application, and a couple prompts. The supervisors see "Custom business day...
I am logging into CCE and initially get the SystemInfo then i check to see if the user exists.im using a sandbox with a pre created Agent 1If i use the getter (this url) it returns the xml below. when i login with the agent1 (which has a login id of...
HI All, I have a problem with UCCX 11.6(2). I can create the folder on CUIC subscriber but, I can not do it on CUIC publisher, and when create the report on CUIC subscriber, it can not show on CUIC publisher. Please help to fix this. Thanks.
My customer service team continues to get silent inbound calls in our Cisco Finesse call center. Several each day! The issue started with just inbound calls, and now when they pull the caller's phone number from the caller ID, and try to call the ca...
We're developing a software module that needs to show real-time stats (#calls in queue, longest holding) for UCCX agents. Ideally there would be a web-based API like /finesse/api/Queue/{id} in P/UCCE as polling an Informix database or managing a so...
