I have a query on how Google CCAI that is integrated currently with On-prem UCCE will work when we migrate to Webex contact center in near future.We are integrating our Cisco On-prem UCCE with Google dialogflow CX (Text-to-Speech)(and in turn with sm...
Forum Posts
Hi, for advanced capabilities of a supervisor I can allow a supervisor to manage some application. I doing this by checking the apps in the supervsior capablity view in UCCX Administration. But there are only 3 applications to select. On the system a...
Hello,We have a PCCE 2000 agent system with Outbound option. Based on Reference design, we can only 1 Dialer per Agent PG. And because this is PCCE 2000, there is only 1 PG, so we have only 1 Dialer. My question is: with 1 dialer, can we use multiple...
Hello, With CVP Courtesy callback, if a caller selects to be called back and then hangs up, will that period of time be also considered in the Skill Group's wait times and average speed of answer? Or is wait time only considered when the caller is p...
I am using UCCX 11.0I am trying to pull a callers name from CUCM database and insert it in a call variable to present to the Agent. 95% of my calls are internal so the CUCM database is the best place to get it. I thought I could use the calling numbe...
Resolved! Cisco UCCX 12.0.1 Caller ID
Hi Guys, I have 2 questions regarding UCCX 12.0.1: 1. Is there a way to display the Original Calling Number (ANI) on the IP Phone/Jabber, without using the annoying utils uccx icd clid enable in version UCCX 12.0.1 2. Is there a way to display t...
We are about to upgrade from 11.6 to 12.5. I was informed that there are changes in CUIC which will affect any of the custom reports created that we use in the Finesse Desktop. I have several teams and have customized each Agent & Supervisor Finess...
The number of rows is limited to 10 by default, when we have 30+ agents on one team. I have tried to update the Finesse Admin XML code per some other threads I've seen here but they don't end up working (for whatever reason) Is there a known solution...
Hello I am trying to provide the MADM logs for the Cisco Unified CCX Administration. I cannot find the relevant information on the Cisco web pages. It would be great if someone could answer me how to provide this information. Thanks a lot!
Hello, We utilized the EmbeddedWebApp and CUIC sample gadgets in Finesse 11.6. After upgrading to Finesse 12.0, we discovered they no longer work. They do not display anything. on Github, there are no version 12.0 of these sample gadgets. Anyone e...
Resolved! UCCX Callback Script
I am trying to configure call back script referring below document but not able to succeed. https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/214522-configure-custom-script-for-callback-fea.html Can someone pl...
I'm trying to build out this report but it only shows intervals that had calls. If there are no calls during that interval, the report skips the interval. Is there a way I can show all intervals during a time period?For example, I run the report fr...
Hello allI am having issue loading the agent answers gadget. I have followed in agent answers configurations guide and have completed all configurations but am stuck with below error in the gadget.I have added the cloud connect and ciscoccservices.co...
Need some tools for manipulating dates in WxCC. You can format the date using the {{ now() | date("MMddyyyy", existingFormat="yyyy-MM-dd'T'HH:mm:ss", timeZone = "America/New_York") }}pebbles template format but there is no way to actually add or subt...
Hello there. I'm using CCX/Finesse 12.5 for Outbound campaigns. When a call enters, all the call variables are empty (e.g., BAAccountNumber, BACampaign, ...). I'm about to migrate from a CCX/Finesse 10.6 where same call vars used to work frictionless...
