Calabrio WFM v11.5 SR 6 and UCCX Cisco Agent Desktop v9.0(2)

[James Carlson]

Hello. We recently upgraded our Calabrio Workforce Management software to version 11.5 SR6.

We are running UCCX v9.0(2).

Our Agents access the Calabrio WFM website via the browser in their Cisco Agent Desktop.

Ever since the upgrade, the Agents are unable to submit any schedule requests/exceptions when using the WFM website through the browser on the CAD. The options simply do not allow them to click anything (see attached/uploaded screenshot).

What I have tried to no avail:

-Deleting the Internet Cache

-Turning Off the Pop-Up Blocker in IE

-Rebuilding the User's profile

All functions work just fine if they access the WFM page from a standard Internet Explorer window. But when accessing it via the browser in the Cisco Agent Desktop is where we are having problems.

Calabrio support is at a loss and TAC sends me to Calabrio support if I open a case.

Any help or direction is greatly appreciated. Thanks.

[James Carlson]

I have discovered what is causing the issue.

Page 2 of the Calabrio WFM Release notes states:

WFM 11.5 is supported with the following environments:

• Cisco Unified Contact Center Express 9.0, 10.0, 10.5, 11.0, and 11.5.

However, I opened a separate ticket today solely with TAC and they just informed me that our version of UCCX 9.0.2.11002v27 is not supported / not compatible with WFM 11.5: