Contact Center

Hello, We're encountering issues with our UCCE-UNIMRCP integration, specifically with dynamically capturing and processing customer speech.Currently, the "Form" element is configured to recognize a "voice keyword" such as "Hello," which works for spe...

Hello I have a CVP with ICM I have doudt about this information for SRND, this two option can change who control the calls? if the control of  call takes the ccm or cvp with this two options? There are two flags in cto control the Network Transfer:•...

I have a Script with this logic in it and I want to use the same logic in a different script...The Application this works in prompts the caller to Press 1 if they want to leave a voicemail.Is GetDigitString listening for the caller's input?TIA 

I have a question about Agent reserved state and Queued steps.  When I have an agent in Ready, and place a test call to CSQ, the agent state goes to reserved, the phone rings ( with Finesse pop to answer) and I answer the call and state goes to talki...

Hi,It's on the UCCX 12.5 sandbox. Last night the service went well - the agent desktop, the notification service and the Finesse REST API all worked. But this morning they all out of service:Whenever I clicked "https://hq-uccx.abc.inc:8445/desktop", ...

Agents are using the WebEx CC App. Many times our agents will receive a call, the option to click answer pops up, but when the agent click the answer button, it will issue a RONA. The audit report shows the call was presented to the agent for the def...

Hi All,we got some reports that , few calls are RONAed on a specific PQ and these agents are set on auto answer ADS on their profile , however few calls are RONAed . I pulled the DB records for reason code 32767 and event 3. I see agents who have aut...

Hi, While testing with default Cisco GDF element I am getting below error message from VVB log.    WFDTMFDialogServicesAdapterImpl: Entered streamFinishedPlaying()Line 38492: 14463680: Feb 27 13:28:42.257 PST %MIVR-SS_VB-7-UNK:[CALLID=85A492B2F48811E...

Hello,I've generated an IVR in our on-prem Contact Centre environment ( v12.5 express version).  The IVR application in CCX provides options for callers to be forwarded to other CCX applications. I'm using the Call Redirect in my script to divert cal...

A customer has a small UCCX Environment running - we sold 3 Premium Seats and 10 Standard Seats. Now i am observing strange reported Usage in the Licensing Management? For example, i rebooted last night, and there are 5 Agents logged in right now, 3 ...

We are having a issue with our local gateways at random times of the day so far 3 times in the last 2 weeks, it appears we lose connection to the trunk, and all calls get a busy signal, then we reboot them and calls start processing again. Not really...

Hey there, we are using CCX. Attached is a script that shows what happens if a caller get queued. Problem with this is that if people call, the answering agents may be logged in, but not in a ready state. As our script is currently built, the caller ...

Hi all We're using a Webex Connect Flow with a Custom Event Node:https://developers.webexconnect.io/reference/external-event After sending a request to the Custom Event, a new Task is created in the Webex Connect Flow Designer. This works well with a...