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This community is for questions about using Contact Center developer functions. See the Contact Center Knowledge Base for answers to some common questions. For production deployment issues, please contact the Cisco TAC. For direct help with developer issues, please open a ticket with DevNet Developer Support. Developer ticket support for Contact Center is only available for Finesse and Task Routing. |
I have created a configuration script to reskill agents based on need. The script collects credentials from the user, which are passed to the CCX REST API. I tested the API calls with Postman and then set up the script with Powershell. This script wo...
I have been trying to find the correct structure to update the Desktop Layout XML so that: 1. First row has 2 columns (2-column layout for gadgets hosted in 1st row) 2. Second row occupies the entire width of the page (1-column layout) Is this even...
Does anyone have an example formula for calculating estimate wait time (EWT) with a precision queue (PQ). I realize Cisco does not official support EWT with PQ's, but customer has a real need. Any help would be greatly appreciated.Our PQ will only...
Hi. This is more of a hybrid question than specifically contact center - so Im not entirely certain this is the best place to post it. Please provide guidance if not. Our platforms are UCCE 11.6 and UCNX 11.5. We have a couple of sites that need ...
I've noticed in the new 11.6 v3 CCX demo on dCloud that the chatbot interaction captures the full chat transcript in context. Is there a way or capability to also capture agent handled web chat transcripts in the context service as well? Thanks in...
Hello, We have a server based XMPP Listener connecting to a Finesse server and we use Smack 4.1.8 libraries to connect to Finesse XMPP Notification Service. We migrated from 11.5 to 11.6 Finesse. We are seeing that after a long period of inactivity...
Hi,I created a customized reports that can pass parameters via the permalink url. However, i have read in the document regarding permalink as below:Permalinks with variable parameters are always authenticated irrespective of the check box Enable Unau...
Hello,Is there a way how we can use Cisco Context service but store certain sensitive customer information/ fields on the customer's premises, such as Telephony PIN , VIP status and other? In the banking sector it is almost impossible to allow storag...
Hi All, I set the form element exactly according to the guide document.The URL also works well.But, the following error log is generated and I don't know the cause.Please let us know if any one can help me on this [error log]192.168.230.175.1542774...
Hello, I need help with variables, I need to transfer agent information from ICM to IVR, to create a post call survey, without CVP How can this be done? And also, we need help in creating the condition, so that when waiting in the queue for more than...
Hello I'm creating finesse chat widget for agent to agent chat using finesse js API. I want agent status to show in agent list (online / offline). I want to know how can I detect if some agent is logged out or logged in. Is there is any thing simila...
Where can i find LOAD setting of 120 seconds. The agent closes the browser, the browser crashes, or the agent clicks the Back button on the browser. When you close the browser or navigate away from the Finesse desktop, the Finesse desktop...
We are having a bit of trouble in our lab setting up 11.6 VVB with inbound SIP and LumenVox ASR/TTS... It seems like the VVB is not accepting DTMF, although when we go back to our trusty old VXML GW ISR, we have no problem. Our inbound answering ...
Hi TeamIn CUIC v11.6 while making test connection to the SQL data source it remains offline with error details but while trying the same in the CUIC v10.5 it goes online, kindly refer the snippet belowSQL server version details:Microsoft SQL Server 2...
Is it a MUST that you are on the Homescreen /TAB of Finesse to change your Status form Ready to Not Ready, or can this be done from one of the other tabs like My Statistics or Manage Call?
