I completely understand that Finesse is geared towards the inbound contact center, at least for right now. Although I can't say the marketing materials really stress that. But I cannot understand the lack of silent monitoring for all call types. ...
Hi Everyone,I am trying to upgrade our UCCX Sub from version 10.6.1.10000-39 to 10.6.1.11001-31. I tried at least 4 times but everytime I am receiving the following error message:Error encountered: An unknown error occurred while accessing the upgrad...
Hello,We have UCCX 10.6 with Nuance ASR. I am not able to create an ASR menu that will recognize multiple DTMF digits and spoken words at the same time. The prompt would be similar to "please enter the month by saying November or input 11". TAC h...
I am working to troubleshoot a customers environment where they brought down the publisher UCCX node in a 10.5.1.10000-24 HA cluster. When the publisher was down the user tried to log in and they got a Yellow Triangle error message without any text t...
Hi,
we need to configure wrap up codes in UCCX verion 9.0.2 . I logged in Cisco Desktop Administrator ----Cisco unified Presence Settings----WorkFlow Groups but do not get any ADD option to enter wrap up codes.
I refered the link but could not get...
Hello all,I am looking to implement UCCX 8.5 initially for our help desk call center. I wanted to see if anyone had a sample script I would be able to look at. The scenario is the calling party calls extension 3333Receive a message that you have r...
Hello,I am trying to figure out a best way to build a wallboard for UCCE 10.5. Can someone please let me know where and in which database I can get accurate and up todate data, live data?Thank you,LV
Dears,I am comparing two methods for call recording, mediasense vs Cisco QMI know Cisco pushes for mediasense now, but i have one issue regarding that, As you know using QM for recording will result the metadata to be like this: But if you use media...
Hi all. I'm wondering if there's a way I can have a simple script that will play a prompt and transfer the call to a destination, except that rather than have the prompt play, and then forward the call, it will forward the call while the prompt is pl...
I have an ICM platform with ~ 200 Agents in Production. I need to add 1000 agents. Can I do this in a bulk import without having to export and then re import the existing agents? Thanks
Dear AllIs there any way in UCCX 9.0 that when customer call connected to the agent ,play a voice prompt saved in UCCX document repository which same needs to be heard by both customer and the Agent. Thank youThilina
HI, Does anyone know of a wait to alert an agent phone calls in queue? I see you can use the "Get Reporting Statistics" step to get the Contacts Waiting. Is there a way to use this and pump the output of an IF statement to an script and then create a...
Gents, I have installed CIM 9.0.2 with ES5 and trying to integrate it with CCE 10.5.1. Every thing has been setup however while trying to start EAAS process in CIM it gives me the attached error that "EAAS process can't be started as ECC variable fai...
