Contact Center

We are currently rolling out Finesse 10.5 against UCCE 9.0(4) in 21 countries throughout Europe.  We have run into some "Worker's Council" issues in Germany.  We need to be able to rename or remove the "Start Monitoring" button in the Team Performanc...

My environment is cisco C3945E and CVP 11.5,and I use "Subdialog Invoke" element in the call studio to invoke the external vxml file(for example simple24.vxml ),and the vxml file can work, but if i only changed the simple24.vxml file, i found that c3...

How to prevent Duplicate Logins to the Same AgentID?

We are having an issue with our new Task Routing setup. We are getting tasks properly routed to Finesse agents via Task Routing so that direction of flow is working. What isn't working is that Closed tasks by Finesse agents are not being removed from...

My environment is Voice gateway3945E, CVP 11.5, and unimrcp asr,  i configure the voicegateway to connect with unimrcp use mrcpv1.and use call studio to make a voicexml application, and when i test this application, the unimrcp's log has warning, and...

Dears,I am trying to trigger POST API using the call studio Rest_Client element but It's not working. However, I am using the same setting in POSTMAN and Its working fine !!UCCE , CVP , call studio versions : 11.5Simple IVR application:Welcome messag...

Is there a way to calculate the average handle time across multiple CSQ's?  I have a customer who has multiple CSQ's and they want a report that displays the average handle time across all of their CSQ's. 

Excuse my very newbish question...I have been tasked with creating custom reports for our call center. One stat that I have been asked to get is the Median value for talk time by day, week and month. I have exported a current stock report to see if c...

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...

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...