Can anyone please explain what the ‘Barge In’ radio button does within the “Prompt Tab” of the menu attribute? Not from the official White Papers, as that is vague.
Hello Everyone,I have a script which plays a emergency message right at the beginning of the script. Currently, I have blank prompt there until there is a need to put up a message. The new message replaces the blank prompt. Whenever user need to rem...
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,I have configured the whisper to play for a skill group, and this works if the call is queued and no agents are available. When an agent becomes available, the whisper plays. However, if there are agents available at the time the call is sent to t...
Please let me know what are the options we have for Silent monitoring and call recording with UCCX 10.5 with Finessess as agent desktop . I heard that we need Media sense for call recording if we are using Finesess as agent desktop in UCCX 10.5 . Is ...
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, Good afternoon, I need of help, I want interrupt the hold, after user press one key of the phone, example: 1 - The ura speak - You can test your login,if not run, press 1.2 - The time that user test the alteration, the user wait on hold.3 - Us...
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...
Currently have a UCCX script that will be performing a DB lookup based on ANI, however, I've noticed that when my ANI comes in it is prefaced with a "91". Rather than try and reconfigure what the gateway is accepting, I am wondering if it is possibl...
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...
I am trying to generate the Contact Service Queue Activity Report (by CSQ) with a parameter value of sixty (60) minutes, filtered by CSQ names.When I click view, the report never generates the client stays in report data is being downloaded..... The...
