Contact Center

Hello All,We have a client requirement where agent need an custom button to end/drop the call once agent accepted outbound preview call and is dialing the customer.  We need to provide this option for agent to drop/end while it is dialing out and not...

Screenpop Sample Gadget modification  It is known that not all the URL you wish to open in a frame in the Screenpop Sample Gadget. In our case, I want to open an http utl CRM system. But it's not working. I tried to modify the JS file so that would b...

Hello - We are testing the multi-agent virtual console application that makes the Finesse agents logging in, ready, answering the incoming calls and telling the Finesse to disconnect them We have the automatic  Hammer dialer that places the calls to ...

Hello community,I have a question regarding the Informix nvl() function which seems to react strangely on a cuic Server Version11.5(1) build 1 (11_5_1_10000_86) when creating a simple query, as example:   select NVL( MAX(CASE WHEN APPLICATIONNAME='VK...

Hi Team whenever we call get agent state from Finesse API it is giving 404 not found. but agent id exists in ICM. can you please let us know what would be issue? URL: htts://server/finesse/api/User/agentId.

Dear,I am trying to play music on hold while an application is processing on the backend. I am using the following properties Here is my application of which I am using simple class and set 100 seconds delay in the ABC class, I am simply using sleep ...

Normally, my IVR will do the logging flow first, at then go back to ICM for agent; Or when hot event is triggered, it will going to logging flow, log the data into database and then hangup user.But when I check the IVR Activity log today, I realize s...

Hi,   I know how to get the wrap-up reason code list with the following URI: https://<FQDN>/finesse/api/User/<id>/WrapUpReasons   But I don't know how I would be able to update the wrap-up data during a call via the REST API, is it possible? Could it...

         Is there a way to have the wrap-up code pull-down menu that is presented to Agent (within Finesse) to be customized rather than alphabetically?  Something like most frequently used code are presented at the top of the list?  Is the ordering ...

We are using call studio 10.5, and our client want to do something like this:IVR play the main menu: "If you want to do option1, press 1; if you want to do option2; press 2; if you know the extension number of the agent, please dial it now"What will ...

Hello All,One of our customer looking for customized music on hold message to be played to the customer when agent puts the call on hold in Cisco finesse agent desktop. Anyone has suggestions on how to do fulfill this requirement? Thanks,Ravi.