Contact Center

Good afternoon,Strange occurrence happening.  We two different agents getting connected to the same caller/customer.  We have checked the ext in CUCM, they are different. We have checked the ICM configs, different. We have listened to the call record...

HelloWe're observing on our UCCX 12.5 very long Reserved state (about 20 seconds) and during this time the client is waiting for the response of the operator on the other side (previously the system was in this status for about 1 second)Please tell m...

I am having an issue where any consult transfer to a UCCE PQ never updates the Call.CallingLineID variable in Finesse....even after the transfer completes.  The variable remains stuck on the extension doing the initial transfer and never displays the...

Hello, I'm trying to forward a call on UCCE to CUCM.  If a caller calls and inbound Precision Queue, and no one is available, i want the call to be routed to another extension.  I know i must do this on script editor, but i'm not sure of what nodes t...

I am posting this here because I, the Site Support Team, AS WELL AS the Cisco analysts at my job are just lost as to what could be the cause.  I have a Lenovo P1 Windows 10 Version 20H2 Laptop that is hardwired connection to my internet with download...

In Finesse agent desktop, End button and call duration timer are disappeared after exactly 15mins of Consult Transfer Call completion in agent B Agent A gets user callconsult transfer to Agent BConference Agent A, Agent B, user callTransfer user call...

Can someone explain me a little bit two steps of record handling by CampaignManager?1. Record is tried and returned to DL as B (Callback) due to AMD detected:14:06:16:982 la-CampaignManager Trace: (CM_DLR) Received CloseCustomerRecord from Dialer CCP...

Hello,  I have an issue where my Agent Based Progressive Outbound Campaign is working, but is not putting the agents in a "TALKING" state when connected. They are shown as "NOT READY" and also it is not putting them in automatic wrap-up. (which I ena...

Hello,  I have an issue where my Agent Based Progressive Outbound Campaign is working, but is not putting the agents in a "TALKING" state when connected. They are shown as "NOT READY" and also it is not putting them in automatic wrap-up. (which I ena...

Hi there, I wonder if Jabber for VDI built in bridge recording is something that would work? I see contradictory information that in some sources such as jvdi install/deploy guide it says that it can be configured, however when I look at the UCCE com...