Hi experts, Please advise me, Our incoming call is connect to IVR. We want to know, how many users connected OUR IVR and how many click number 1 BUTTON, number 2 button etc., If you have any solution and any idea please share it.many thanks.
I'm working with the Web Service Sample Gadget for Finesse 10.5(1).When I reference the WebService.xml in a layout, It does not display the data from HelloWorld.xml. IE's shows the error "finesse" is undefined.I have tried many revisions, and have b...
Hi All,I'm working through a requirement where I need to initiate and potentially pause a recording in MediaSense in a UCCE/Finesse environment.I understand that the Sample Call Recording gadget is UCCX only and that the UCCE Dialog doesn't support t...
Hi all,i would like to do a custom reporting on CUIC and extract the information about the chat contact.In order to do this, i saw that there is the TextCustomerDetails table on UCCX where this information is located.The problem is that actually the...
Hi,Using Finesse 10.5.1 on HCS/UCCE platform. I've configured a Workflow to invoke a HTTP method when action of "When a Call ends" which works in basic form.It doesn't work when I receive a CONSULT call from another agent which is answered by me and ...
I would think this would be a more asked question but so far in my searching I haven't seen anyone asking about this.I am not a coding expert and really not too knowledgable on API's but wanted to ask if anyone has done this before.When you have an a...
After cutting over UCCE platform to 10.5 last August, we started to use CUIC (v11.0) as reporting tool to replace webview. And EIM as a new component was integrated into our ucce platform. A big issue here is when we run an "agent team historical all...
Hi All,Please let me know when will Finesse officially support Single Sign On. I need to integrated with Cisco IT's ping federate so that agents can login to Finesse using CEC accounts.regards,Akshay
hi,We develpe Softphone in Dot.net 4.5 base on finesse API.After installing Microsoft Security update (https://technet.microsoft.com/library/security/ms16-065) in agents pc's(win 7 32 and 64 bit) agents fails to complete login to finesse.Does anyone ...
We are using a VXML application for Queue treatment after queuing the call to Skill group. How do we differentiate between customer hungup and Application interrupted for Agent transfer?What we noticed is for both the scenario,Customer HungupICM inte...
Hi,We need to determine the party (agent or customer) releasing the call. Although CallConnectionClearedEvent ReleasingDeviceID field seems like providing this information, we observe that regardless of the actual releasing party, we receive 2 consec...
The Majority of Reservation Preview calls (CallType 27) contain the Call Data in the BEGIN_CALL_EVENT.But a small percentage of these calls contain no Call data in the CALL_CREATED / Begin Call Event.We have to process and wait for a number of Call_...
Hi,I hope someone can help us.We implemented Cisco PCCE 10.5, which is integrated with a third party application thanks to web services. These web services use Finesse APIs in order to make the necessary changes in Contact Center, like LOGIN and LOGO...
CASE #: 681413648 Issue:We configured a reply template using HTTPS. Upon clicking "reply"button, CSM shows error: "The custom reply template is not available".By monitoring of the underlying web traffic, we find CSM responded with an "javax.net.ssl.S...
I am running a trial version of CUIC 10.5 off of UCCE 9.1, I have imported all of the stock templates available on cisco downloads, however no matter what report I run , the result is always zero records returned. I am sure there is something I am m...
