Contact Center

Dear All, Currently, we are running Cisco ECE 12.6.1 ES9 ET3 with on-prem email integration (Single Email Aliases). Now we are looking for the best practice and advice for the following requirement. We need to create another Email alias; the existing...

Hi, I have a customer with CUCM 14 and UCCX 12.5. THe CUCM cluster has a Publisher and two subscribers. The UCCX cluster has a Publisher and a Subscriber. The servers are hosted on UCS servers with local storage hosted at to different sites. The UCS ...

Does anyone know exactly new enhanced bridge transfer does that the old one did not do? The doco says:Bridge Transfer activity is now enhanced to dequeue the contact when sending a contact to a third party interactive voice response (IVR) or automati...

Dear team,We are facing issue intermittently raise with the ccx agents while they are logged in finesse , they lost the connection to the CCX server. This usually happened when they are exploring different applications like outlook and reverted back ...

In the event of a failure on the primary active side (Web1/DB1), the system should seamlessly switch over to the secondary side (Web2/DB2) without requiring manual intervention. Currently, the product design requires manual procedures to promote the ...

In the flow designer, screen pop action, no matter how I put the URL, the URL comes &is_dark_theme=FALSE at the end, I tried to limit the parameter to add "allowedParams": "q" in the layout file, but it's still coming. not sure what else I can do to ...

Hi All,any idea to this issue when the call is transferred from one script to another script -- after the secondary agent disconnects the call -- the call matches  to the first routing script variables in the ICM survey app and routing to post call s...

Good day to you all, it seems we are seeing issues when our team are trying to save out reports which we have over come by editing the save file name.Has any one else experienced the issue that when saving a report from Edge 137.0.3296.62 or Chrome  ...

Let me begin by saying I am running CUIC Version 12.6.I need some clarification on few items on the report. Work time is wrap up time in this report, am I correct?I have wrap up time setup for a CSQ, see below: So, after 5 seconds, it is my understan...

Hi Team im working on the UCCX script for Zipcode in US when the user going to IVR and press the ZIPCODE from where they from. when i define it with single zipcode it works but when im using a range for example for Texas 73301 to 88595. here is the x...

Hi Team, we are having issue where some agents are facing RONA issue immediately after the call received or after making an outbound call .the disconnection time is in 1 second only .have verified the extension agent using and is same as configured i...

Has anyone found a way to report or email if an agent does not press x to go on an outbound call back request or just hangs up if a call back request is presented to them.I see the NoAnswer. Busy, Invalid, NoResource and Unsuccessful branches, but I ...

We have made some changes to our scripts to allow for SME's to get the call directly via Finesse.  It is required that if no agent is available it should not queue the call but redirect to another group (redirect step to that groups CSQ).  Should I d...

Hello  My customer runs two reports over the same time frame: Agent All Fields Report & Detailed Call CSQ Agent report. Both have the column "Talk Time" Both reports don't have the same Talk Time, the Talk Time in the Agent All Fields report is highe...