Contact Center

We are using Finesse 12.5.1. We have a 1 to 1 relationship between CSQ's and Skills, when a supervisor has used the advanced queue management inside Finesse to remove an agent from a CSQ, on some occasions it gives a warning message stating that the ...

I am triggering a child application from my parent application using subdialog invoke. Can i return control back to the parent application before the child application's flow completes. I am looking for a way to send a trigger from parent app to chil...

All, Looking for design input and/or recommendations on best approach for moving between call studio applications.  We are in the process of creating complex self-service applications in call studio (10.5) and want to have a modular design where we ...

Hello,Using CCE Script Editor 11.6.1We are in the process of upgrading this.I have a user group that would like to automate their 5 person on-call rotation to eliminate the need to do it manually.  Is there a variable or condition that uses weeks (52...

I have created a new ccx script for a new call queue.  Here is the concept. incoming call, if agents are available, doesn't play message, just starts ringing first agent.  If all agents are busy, then it goes to a queue and plays a please hold messag...

I can log in as an administrator but as an agent it fails - any ideas of what to do next? We are running UCCE thanks

We've been using ccx 12.0 with demo licenses, recently the trial period has expired.We got licenses for 12.5 version in our smart account and we have upgraded uccx verison from 12.0 to version 12.5.As expected the system remain on classic licensing a...

I restarted UCCX SUB server and appadmin is not loading.UCCX page loads and when I click UCCX Administration, the page is not loading.Please help. I restarted tomcat but no difference. One more thing, after restart, UCCX CUIC service stuck in STARTIN...

Hi,Guys.   I have problem with my PCCE (Lab only)  with call flow : Customer dial number 2011 Route to CVP -> ICM (Caltype) -> skill Group -> agent   I trace on the route log viewer, we have error "No default label available for dialed number", and i...

Hello,Is there a way to have an agent be part of multiple call centre teams, but not receive calls from certain ones if they don't need to?I'm kind of familiar with the skills system, so I know I would likely need to add the 2 or 3 skills to their pr...

Hi,In UCCX, phone failure of agent was leading to "NOT Ready-Phone Failure" , but in CCE it causes the finesse to logout. is there any way to change the behavior in CCE?Thanks,

Hi All,   Can someone help me on the subject query. I am working on a script where i want to save the user entered digits on a text file. For post call survey- For a caller to particiate in survey, we have created a RP to which Agent will transfer th...