Hello,I used the following guide to upgrade UCCX from 12.5(1) SU1 to 12.5(1) SU3.https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/install/guide/uccx_b_1251su3_install-and-upgrade-guide/uccx_m_1251...
Hi, When looking at the agent status, I came across a user showing two statuses (Available,Connected). Can someone inform when and/or why an agent would two statues. Screenshot attached. Thanks,
Dear engineersPlease help in this issue 1- Is there a way to hold the script from ending or terminate as long as the call is active only continue the script when call is ended2- Is there a way to transefer call if the agent hangs the call to any numb...
Hello, our business counterpart are asking for a change.They want this flow: (high level)Customer Call in.ICM routes it to CVPCVP (Authenticate, session variables, are retrieved ((account, etc.))Eventually customer is routed to AgentAgent talks with ...
Hello,I would like to start by mentioning that I’m relatively new to Cisco phones, so I appreciate your patience in advance.We are currently using CUCM/UCCE 11.5 with Finesse, and we have multiple teams within Finesse, each assigned a unique extensio...
Hello, I am having an issue with reports in Finesse for Agents and Supervisors that all show View ID not found. My CUIC has all of the reports listed, but when I look at a report to verify the View ID, the Permalinks selection is greyed out. So I ca...
Hello, I have two problems with CUIC 12.6.2 1- memory utilization. I ran the commands show process using-most cpu & show process using-most memory through cli and found the result attached. 2- when i tried to run utils diagnose test , there is no...
Hello Experts,My Callback script is working as expected. The only issue is that the CUIC report shows the Callback as an abundant call. Is this a normal behaviour or I am mising some configurations? TEST_2iem_Chance_Fr is the main queue where the cal...
Hi All, Have a question regarding CVP server license renewal process .If we are updating the new license file from CVP OAMP .do we need to delete the old license details from cvp.license file .We have faced an issue where we have updated the license...
Already another question from me, i know you can report on custom call variables by setting it as enterprise peripheral call info ->Historical->Inbound->Custom Call Variables. But i could not find any way to report those variables in Live Data / Da...
I can't start the networking basics course because a pop-up appears with the message: "Oops!Something went wrong. Please try again later."
Hello I want to enable Application Performance Monitoring by Appdynamics. so, I installed Cisco Cloud Connect and imported inventory. and I tried input commend "utils app-monitoring enable" on Cisco Cloud Connect. but i received this message --------...
Something i have had a lot of issues with (and now again) is that for some reason, a fresh 12.5 UCCX has a very weird permission behaviour in the reports. For example, i noticed that out of the box, the agents were not able to view their history et...
Hi Experts,is there a way we can give write access to only few ICM scripts to WFM team.regards,Kavle
Hello people, Is there any documentation about dns address change on uccx cluster 12.5? We have to change the dns primary and secondary on network eth0, on uccx 12.5 with high availability and smart license. Regards,
