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...
Hello Guys! I have trying to optain the version about an WebView, in a UCCE but I do not found any procedure (I have reviewing regedit of the server, etc) but no succefull. Do you know how to obtain the version of the webview? thanks in advance! Davi...
Hello, I have the following environment:CUCM 10.6.1UCCX 10.6.1.10000-39QM 10.5.1.3000The QM server is set to always recording for all UCCX agents.I have managed to get Finesse working with the RecordingControls 3rdpartygadget. This allows the agents ...
Hi, I am using UCCX 10.0 with Premium License.I have both Inbound and Outbound.For Outbound calls, i have to popup the details of customer. I created a HTTP event in the workflow for that in Ringing Event and is working fine.But i need to popup the d...
Dear All,I need to develop a UCCX script which will update a text file with the caller entered details like phone number and account number. My question is1. When there are large number of concurrent callers is there any chance that the file may not ...
Hi, We are using ICM 9.0(3) , ES13 for AW/HDS & AW. Recently after the MS patch KB3059317 and KB3051768 was updated/installed , it has been found that ICM script editor crashes, and mdmp is created. I am not seeing any open caveat for this. Has any o...
Hello Everyone,Can anyone please let me know how to generate report against talktime in CUIC? As an example, suppose I want to create a inbound call report to see howmany calls were lasted for less than or equal to 10 mins out of total inbound calls....
