Contact Center

I'm creating a new campaign using a "twitter search" and also a "facebook fanpage". I'm going apply the same filters for both accounts. The problem that I have is that the filters are case-sensitive. Then, if any account receives, for example: “Failu...

Hi,We have a customer who have multiple disparate UCCX clusters with agents on each of them. They would like to add the chat capability to all 3 of them. 1. Is it possible to have 1 Socialminer connect to three different CCX clusters?2. If 1. is poss...

Hi,Can anyone please let me know if social miner can be deployed standalone? If yes, why do we need premium agent license to use the system?Secondly, what functionalities/features will be covered in the standalone deployment? Like, will it provide on...

Hello,we developed a custom directory with real time presence gadged which works fine. When a call comes in, the standard call control gadged changes its hight to show informations about the call (Call Variable...), which is fine. Our gadget is shift...

I want to create a bucket level report that shows calls offered, Handled/Answered, Abandoned in a 10secs, 15 secs and 45 secs interval.Whilst AbandonInterval and AnsInterval exist in a Call type & Skill group interval table, I am not sure how this is...

Hi everyone,I am not developer, but I started learning, but for now...I need help on one of the request that I got from the client:When call comes in, fetch and send data like dnis, ani... using some method like http-post, or web-service...maybe acti...

I have a following scenario in an external web application using finesse web-services APIs:I am logged in to finesse with extension 1122I have received a new call from let say 12345I Answered that callI initiated a Consult Call to let say 6789The Age...

Simply put, we are looking at Cisco Finesse but are getting confused on the requirements of Jabber if any?The Release Notes for 10.5(1) says Finesse supports Jabber for Windows as a contact center voice endpoint ie IM & Presence.However there is no m...

Hi,Can anyone tell me whether it is possible to get real time statistics for a PQ through CTI OS?We have been testing a CTI OS based Java application in Monitor Mode.I was hoping that, since there seems to be a link between Skill Groups and PQ's, we ...

Hi,I am trying to debug call studio application. I was able to do so after copying required jars and property files to AUDIUM_HOME and CATALINA_HOME. However, once the call reaches one of the decision states, I goes to the first decision only. Here, ...

Hello,I am using UCCX 10.5 with Finesse, works fine. I got a contact txt file with phone no. , import to the system normally. Then in the “Open Printable Report” it shows “0 Remaining Contacts”. Then I login to Finesse, the system make outbound call ...

Hi I've heard that theres a realtime statistics api for PUCCE 10.5 as with UCCX 10.. But cannot find any documentation on it?regards Nino

Hi,I need to implement a CVP script that does some queries to a database that is running on a SQL Server 2012.I've seen some documentation and a driver and configuration to the context.xml file are referred.This is the first link:http://docwiki.cisco...

Can Precision Queues be queried in the same way Skill Groups can? Can the QUERY_SKILL_GROUP_STATISTICS_REQ message be used for this purpose?