Hi Community,Happy 2023 to everyone.I received this message today from UCCX and I was wondering if you had faced before?System version: 12.5.1.11001-348 (SU1-ES03) --I am replacing my node name as XXXXXXX--At Fri Jan 06 06:29:05 GMT 2023 on node XXXX...
Forum Posts
I am trying to create a report to show agents that are ready to take calls in a particular Precision Queue. This should be very easy!The report definition in use is Agent Skill Group Real Time; I have set up a filter on the AgentState field for "Read...
Hi,In the CCX step reference guide there is a warning which states "Never insert a Goto step in the middle of a Select Resource step flow. (Doing so can cause an active agent to enter a Reserved state that can only be exited by logging out of the sys...
Hi all! I have a task to move one of our customers from their current phone system (Avaya) to UCCE/CVP (v12.6). Their current setup has post call survey setup where the surveys reside in Verint (wav files, rating, reporting). Not a lot of documentati...
Hello GurusHappy New Years to allI used a holiday script to quickly plan for this past monday after New years. It worked by keeping the close greeting (Go to after business Hours) for the monday but failed to return to normal after holiday check shou...
Hi All,We have issue when using form element in CVP 11.6 with VVB 11, as it was working before with CVP 10 without VVB. the issue is that old grammar used in form element in CVP 10 was working in CVP 11 till we changed VXML GW with VVB. attached th...
Hi team,I am working on a simple script to get data from a SQL Server database, the query is based on the zip code.Here is my table : In the DB Get Step, I use a String variable to store the Dn (and other fields but the problem is the same) and in ...
One of my customer is in the process right now to migrate his system to version 8.0.We are using database queries to MS-SQL within the scripts. Last friday, during our tests with the new system, we realized that the mapping of a database varchar to a...
Hi all, I have a call center that handles a wide variety of medical related calls for appointments etc. As of late, we have run into scenarios where all available appointments are filled and we can no longer accept patients (temporarily). As opposed ...
Resolved! CUCI Repport Confidentiality
Hello Experts,We have an HA UCCX Cluster where there're different Call Centers. The supervisors are concerned about the STOCK repports are being available to everyone regardless of the call center. It's important that we can keep data confidentiality...
Hello,we have faced an issue with some of our agents on finesse .some agent when they are going from ready to unready auto during active calls .also this case happens when they are ready and no active calls.be informed this happens to some agents no...
Hi,I am new to UCCE and I am working on creating a dashboard for Agent Productivity which should have the following details:Total Incoming CallsTotal outgoing callsTotal Abandoned callsAverage TalktimeNumber of Calls Answered by Engagement CenterNumb...
Resolved! PCCE Integration with Verint Recording
Hi Does anyone know the document for integration PCCE with Verint. What is needed from the PCCE to the integration with Verint Recording? Thanks
I am looking to use Get Reporting Statistic" (Resource Contacts Handled) to send call to a agent who has handled less amount of calls(contacts). Has anyone done this before? We have a small team, only have 5 agents. Any help or advices will be real...
Hi,My customer requested a report that shows how many times a specific skill group agent's transfer a call from Finesse to another IVR/ queue. So is there any specific CUIC report that i can use to get this data or i can pull it from from HDS DB.We a...
