Contact Center

Hi All,We have Application based on Finesse API. We are using direct XMPP connection for events from our .net code.Now we want to make our application compatible with Finesse failover scenarios. I could not find what needs to be different to make it ...

Hi everybody,we have Seibel CRM integrated with CTI, and the customer needs to display number dialed by cusomer along with/instead the caller ID in the Siebel-toolbar.any idea.Regards,Mohamed Sherif

This is a Consolidated Outbound Call Report for CUIC 9.0 that is being made available to the developer.cisco.com community. It will not work in earlier versions as it will not import. Below is the developers note included as help in the report.When i...

Hi Team,My company runs an UCCE release 8.0, and we are planning to upgrade to UCCE release 10.5. Now as we have several hundreds CTI OS Desktop 8.0,  we are wondering what would be the best upgrade path as the Unified CCE Software Compatibility Matr...

Hi,is it possible to get transfer and conference events from the Javascript API on a custom gadget? What I can see from the docs and the samples is the chance to understand when a call (dialog) is added in case of inbound or make call or closed but I...

We are not a true call center.  We are a service center for our employees, but we use Cisco Finesse as our tool that routes calls to our representatives.I say this because we do not look at our data/stats in the same manner in which a true call cente...

How would you develop a solution to assist Customers in interacting with your IVR visually on their mobile device, through the convenient touch interface they've come to expect?

Hi,I was curious if there was a way to check what the last element was called in a Custom Java Class.I'm looking to build a hash table and associated reason codes to elements. I know I can accomplish this by creating a session variable on each elemen...

HiDoes someone know, what's the exact meaning of the field "Direction" within the Agent_Real_Time table?The description within the database schema handbook's from UCCE 8.5 up to 10.5 and also the template help of the Agent Real Time Stock report decr...