Sorry for the delay, I had to consult someone who is more familiar with HDS.
HDS needs to be set up explicitly as part of the Enterprise deployment. Yes, the reason codes do log in the HDS, but only the reason codes and not the labels corresponding to the codes. You can construct a report using HDS containing the reason codes, but you would need to setup “report thresholds” in CUIC to see the corresponding mnemonic labels.
By CUIC report thresholds, I mean that if you create a report with reason code column, you can set a threshold for the values in that column (Code 22 —> “Lunch”, Code 33 —> “Training”, and so on). It’s a bit painful, and replicates the information from Finesse, but right now, this is the only way to do it.
Finesse can only push the custom codes for the agent state changes and not the labels from a CTI message side.
Audio and Video Endpoints Knowledge Base
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I want to find out how many agents are configured for an attribute. I have followed all the steps which are provided by the Cisco UCCE 11.6 API guide but I could not get the count. Is it possible to get a count of agents or not?
Collaboration Management Knowledge Base
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Lately I have received a few requests from people asking if it was possible to Archive a Webex MessageSpace as in "download all messages".Interesting.
You can download all messages using the messages API but that leaves yo...