Contact Center

Hi Team,I am working on Whisper coaching using "updateMonitorType()". Silent monitoring working fine but when we update mode=silent to whisper then call converted into conference. is there any limitation in jabber version we are using "jabber Version...

I have been doing active development using the PCCE 12.5 sandbox. In all honestly there seemed to be a lot of stability issues requiring the constant reboot of services and servers. I tried to reserve again yesterday 06-Feb-2023 but the reservation w...

Hi. I'm using Finesse REST API outside Finesse Desktop.  Is it possible to update the existing client logs file with new logs until the websocket connections is broken?For clarity - It's important for me to create client logs file once( after agent l...

We are using the Cisco IdS SDK for a third party client that needs to use SSO. I am able to get the token and refresh the token. But while validating the token, unauthorized_client error is raised. In the header of the validateToken request should be...

Hi,We wanted to differentiate the call-end event from all participants vs the call-end event for a particular participant.Let me explain by an example, let's say we have an inbound call between agent A and a customer, and then agent A direct transfer...

Does anyone have a UCCX 12.5 database diagram? I'm working on building a reporting universe over contact center and the relationship documentation for the database schema is not clear. Referring to: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm...

In my scenario, I have an inbound call connected to an agent.  The agent needs to call a third party to create a conference.I send the CONSULT request, and once the third party outbound call answers, I send a CONFERENCE and then all 3 parties can tal...

Right now I have ICM checking hours of operation for call centers. I wanted to have some sort of CVP application that I could call into that would close or open the call center. I am not sure how to do this. I would imagine i would send a variable fr...

Hello, I ran across a problem while trying to create a Finesse gadget using Angular framework.  I get the error message: "The selector "app-root" did not match any elements". App root points to an html file containing only a <p> tag text so there sho...

The Finesse API only allow the user or the supervisor update the user, such as change agent state.Only the user can also change or update its own dialogs.This makes the ability of making very useful apps difficult - as you need to be aware of the age...

Hello,is it possible to create a finesse gadget using Angular framework? If so, how does one deploy the code? Is it only necessary to build the app and copy the js files or are there some specifics to it?Thanks in advance.

Hello Team,How can we connect Google Dialogue flow intents from WebEx Bot, As per my research, Previous we have direct integration at Dialogue Flow as WebEx. In the updated Dialogue flow, under Opensource section of integration, we will find Spark(wh...

Hi,For UCCE we need numeric Agent ID to be used with all finesse APIs.So to get the this Agent ID from login name, we are using Finesse userget-user-id-from-loginname API.This API starts failing when we login to Finesse desktop. But it then starts wo...