Hello All,I'm working on a CallBack option for customer's who don't want to wait on hold. Basically, holding their place in the queue for the next available agent. I'm using the example found at the link below. But, have a few questions regarding the...
The Ghost Caller PatternUCCX Premium Edition gives you native Courtesy Callback as a packaged feature. UCCX Enhanced and Standard Editions do not. If you are running Enhanced because that is what your license budget allowed, or because Premium is ov...
Hi,We want to use a WxCC flow to automatically answer calls outside business hours. The caller can leave a message describing their issue, and a Jira ticket is then created via an HTTP Request node.To record the message, we're using the Record node. ...
We have set up a customer that has Customer Assist for their call queue a report that shows call details and wrap up codes. On this report that is generated daily, it seems not all of the wrap up codes are generating on the report, even though the ag...
We are having UCCE 12.6.2. Security team flagged the tomcat version on ICM components and need an upgrade to latest. I could see Latest ES has Tomcat 9.0.111. Can i go with ES98 for Rogger,ES99 for PG,ES100 for AW or directly install ES101 in all the...
I am working on a script that will redirect based on a certain metric, and when that metric is true then the call redirect sends the call to a 3rd party. Is it possible to send call variables (ie. session.id, session.call.id, session.ani, session.dn...
Hello, I work for an organisation that is currently exploring solutions to automate our existing switchboard service using AI. We're interested in understanding Cisco's capabilities around AI call routing, virtual receptionist and intelligent call ha...
We have CUBE-SIP CUCM-UCCX IVR- agentMy issue tested from internal or external, found it the same.When calling from CUCM to UCCX, the caller can hear the IVR, and when selecting the agent, we cannot hear the ringing but silent till the agent answers,...
Hi Team, Any fix coming for 'CVE-2024-53677' in UCCE 12.6.2 versions as bug tool saying affected only for 15.0. Thanks
I found this cli command show uccx dbtable contents database_name table_nameI'm hoping I can find the data that shows me what Applications are using what Script, Prompts and any other Application configuration data.I found this information but not su...
Hi Team,Please assess the feasibility of the following requirement in ECE 12.6:When a customer sends an email to the business email address, their phone number should be included in the email body or in custom headers. ECE should capture this informa...
Hi all, I am currently writing a script to dial an extension at any time and for English press 1 and for French press 2, the calls towards extensions are routed correctly, and I am using switch step for menu, however whether you press 1 or 2, it goes...
We’re evaluating how to configure supervisor/admin access in Cisco Finesse without tying accounts to phone lines. For those of you in government or public sector environments, how are you handling non‑agent supervisors or admin‑only access? We curren...
Hello Everyone,We are just moving to Webex CC from UCCX and I was looking trough the stock reports and I realize I probably need to create something custom to handle what some of the teams would like to see. I was wondering if someone could help.So, ...
Dears,We are facing frequent connection issues with Cisco ECE, as given in the screenshot below. This issue is getting resolved only after the ECE server restart is completed. The system has been running without any issues for 2 to 3 weeks. We verifi...
