Contact Center

Hi there, Is there a possibility of changing the timer in which a chat comes in through Cisco FInesse/Social Miner? I have a customer who recently was cutover to Cisco Finesse 12.5 and they would like more time for an agent to accept a chat? Is this ...

How does a call get recorded as abandoned once it gets into a callback queue?  What would trigger it as an abandoned call?

Hi ALL, We are planning to install an anti-virus on the windows server wherein the ECE application was installed and we are looking at what files or folders we need to exclude on anti-virus scanning. I looked some the ECE Installation guide and it wa...

Hey Guys, I have a few call studio apps where we make a subdialog http call to an external vxml application. All works good in an ideal scenario. However, in odd-ball scenarios where caller hangs up mid way and didn't give the VXML app time to proces...

The customer has a Verizon Business SIP Trunk, calls from Telco come into SIP CUBE 3845 running 12.4(24)T and then SIP-SIP to CallManager 7.0(2) to UCCX 7.0(1)SR1 where Cisco Agent Desktop to 7942 (G711)(SCCP42.8-4-3S).What our UCCX 7.0(1) Agents co...

I'm trying something new where I'm trying to write a generic queue node to use with 10 different skill groups. I have a health department which has 5 different clinics each with an English and Spanish group of agents. Each clinic and language is a se...

What is the difference between the following similiarCallDispositions:  28          'Blind Transfer'  30          'Conferenced'  31  'Duplicate Transfer' and Peripheral Call Types:                4  'Blind Transfer'                12  'Consult'      ...

The scenario:  The UCCX is integrating with a Ticketing system.  The Ticketing system engineer provided me the REST commands they require to access their database.  I am supposed to take their REST commands and make the appropriate format changes req...

After updating to MacOS Monterey v12.3.1 (21E258) users are not able load or see live reports in any update browser including Safari, Chrome, FF, Brave, etc. The headers just say "Loading Report..." Any insight and help is appreciated.

I have configured ece delayed call back entry point, mapped to default cisco voice delayed  call back queue, and scriptselector mapped and it is mapped to call type and icm script and skill group to node (routing) like normal dialer script.Agent logg...

My customer has a UCCX ver 12.5,where some agents are reporting issues with finesses service.They are experience forced logouts from Finesse on READY STATE or TALKING STATE, and on collected logs we have detected REASON CODE 255 ( connection failure ...

Is there an abandoned call timer in CCX that would allow me to only report on calls abandoned after 11 seconds?We are getting a lot of abandoned calls equal to or less than 11 seconds. We would like to mark those as short (abandoned) calls so that th...