Contact Center

Resolved! Finesse Chat between Agent and Supervisor

Hi All,In CAD and CSD we have chat functionality, where supervisor or agent can initial chat with anyone in the team but in Finesse out of box I do not find this functionality. As Cisco document says Supervisor can chat with agent.http://www.cisco.co...

Finesse desktop icons

We are preparing to deploy Finesse.We have our side A and B geographically spread across the country.We are trying to find a simplistic way to drop a single icon on the desktop as opposed to 2 as from what i understand if side A is primary for a user...

How to capture Not Ready Reason Code, as soon as it's submitted within Finesse?

Hello,We want to capture the NotReadyReasonCode as soon as an agent applies a new code using the out-of-the-box Finesse reason code drop-down. Is this possible, and just a matter of registering for a Notification Service, or is another approach requi...

Resolved! Finesse 11.0.1 and EIM 11.0.2(b) Gadget Issues

PCCE 11Finesse 11EIM 11.0.2(b) (ugh)I have managed to get the EIM (egain provided) gadget to load into the Finesse layout - and after some tweaking it actually gets the login splash page - HOWEVER - the pop-up to actually LOGIN to EIM never comes up....

IP IVR script develpoing

Hello,is it possible to make custom java class (step in script reference) to record prompts in IVR script (send to e-mail after record complete), using g729 or g711 codec regardless of System parameters codec configuration.

Record Element Delay

I have a standard record element that works normally most of the time. In about 2/40 instances, the record element does not start recording until DTMF is pressed. I didn't think this was necessary. Is there something I have misconfigured?First case (...

Resolved! CVP Call studio 10.5

Is it possible to develop scripts in Call studio 10.5 and deploy it on CVP running 9.0.1 ??. Any suggestions ??

VXML Application activity logs do not get purged automatically

Our VXML application logs do not get purged automatically. However, once we restart the VXML service all unwanted files get purged as configured in the ActivityLogConfix.xml file. Anyone aware of any Cisco bugs?I believe it used to work for us but we...

Resolved! Add description for Reason Code (Finesse)

Hi!How to add description for Reason Code in Cisco Finesse?I want to add a descrition for the system Reason Codes (0,999,32767,50001-50005,50010,50020,50030,50040,50042).When you add Cisco Finesse Administration, I get error:The Reason Code entered i...

Call Studio Application

I have 2 VXML applictions in production. Can I use these to develop a new one or do I have to rebuild from scratch.Is it possible to pull in VXML applications already deployed to the OPS console so I can edit it is call studio. I am on UCCE Version 1...

Resolved! XMPP libraries for Java 1.8

Hello, Would you please recommend any Java libraries that you used for receiving Finesse XMPP messages. The application will be a server side application that will listen to events of multiple extensions. We are using Java 1.8 on the server applicati...

Resolved! is ccfs.prod.thunderhead.io down?

Hi,I'm building UCCX 11.5 in my home lab, trying to get Finesse going - when I goto register, it always fails -- it wants to post some data to ccfs.prod.thunderhead.io -- but it seems down.. even trying from command line - nothing:sean@T530 ~ % telne...

NEWBIE CTI integration to make a call, hold a call and end a call from .NET

Company I work for has started a project implementing a CISCO telephony solution. I need to find a way to replicate the functionality mentioned above. Happy to provide any further info required...First time I have done CTI and am feeling v lost!