Contact Center

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        This community is for questions about using Contact Center developer functions.
See the Contact Center Knowledge Base for answers to some common questions.
For production deployment issues, please contact the Cisco TAC.
For direct help with developer issues, please open a ticket with DevNet Developer Support.
Developer ticket support for Contact Center is only available for Finesse and Task Routing.

Forum Posts

Cisco CTI Server

Need some insight if we establish a monitor mode connection with CTI Server vs connection to ctios server.what is the difference, i have heard that CTI server provides much more information that CTIOS, what sort of difference do we have, CTIOS probab...

Finesse 11.6 poor translation

Hi eveybody,I have a problem with the client who complained about the finesse translation.He told me that he bought the solution because Cisco told him that he would have finesse in his native language.We have upload in UCCX and SocialMiner the packa...

dsobrinho by Engager
  • 3 replies
  • 0 Helpful votes

Resolved! UPDATE_CALL_DATA on ECE email or chat dialog

Hi,is there a way how to set value for CallVariable on ECE chat or email dialog?In the event about new chat or email, there is list of available actions for this dialog, where I see also UPDATE_CALL_DATA:         <mediaType>ECE_Chat</mediaType>      ...

Resolved! Auto Logout for agents

Auto Logout for agents Dears, Please support me, How can i configure Auto Logout from Finesse desktop for agents at the end of working hours such as " 4 PM ". Kindly your advice. BR Ahmed Salah

ahmedgn11 by Beginner
  • 4 replies
  • 7 Helpful votes

getFromAddress() format

Hello,when a call comes in, I want to make a request to an external API with the caller's number, which I plan to get using dialog.getFromAddress()Will this appear in E164 format prefixed with a plus? As I'm developing in a sandbox environment I just...

paulbibby by Beginner
  • 3 replies
  • 1 Helpful votes

Voice Gateway Package MRCP Question

    I configure the 3945E voice gateway as a mrcp client to connect to the third party MRCP ASR Server(not nuance asr).when the voice call setup. I capture the pcap in the mrcp server , from  the pcap, I see that the MRCP packages which is send from ...

Unable to set reason code to NOT_READY

I have a gadget where I need to set the agent to NOT_READY.Here is a code snippet:var currentState = user.getState();     if ( currentState == "READY" ) {          console.log("Setting state to NOT_READY");          user.setState(states.NOT_READY,'10...

Resolved! Custom report help

Hello everyone!I wanted to see about making a custom report that would accurately tally the ASA and Abandoned Rate for multiple CSQ's under one team. I know some reports give reports on a particular team but they do not provide these numbers in them....

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