Contact Center

We are trying invoke a custom code to access a CRM system and upload a voicemail file via base64.  The base64 conversion is working, but unable to invoke the the CRM connection.    

Morning   I have just upgraded my system from 10.5 to 10.6 and I am now trying to get Finesse configured for my agents to migrate across.    The issue I am having is with the browser setup that was available in CAD.  In this, we have several pages th...

When I run the sp_csq_interval, do I have to give start and end time params in UTC? or local timezone? How do I get that information? do I get times (interval_start_time, interval_end_time) in UTC or local time zone? In database table sheet, it says ...

We have an issue when trying to execute our virtual agent-driven attended transfer operation. Please see the attached Word-file with the question.   With the CONSULT_CALL command sent to Finesse, we do NOT get any notifications on the original call d...

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...

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...

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...