OK a few things to check. On the Recording Server run the administrator program and select System Configuration/Site Settings and make a note of the Local Storage location Go to your storage location and then the temp folder. In the Web page for recordings when you click on a recording it will create 3 files in the temp directory with the following extensions, eng, webma and wav. The file names will start with energy or media followed by the same number then an underscore and then a differant number When you click on the Export Icon does it give you the option to select your export format. Select wav and export. You will see another wav file created in the temp folder starting media with the same number. This is your exported recording. You can copy off this wav file and play it back. Are you seeing the popup for media selection and are you creating the wav file? Graham   ... View more

Make sure all your Codecs are selected Ctrl and Mouse Click to select each one then Save MoH Stream Selection is under service "Cisco CallManager Active" not the "Cisco IP Voice Media Streaming App" If you have an invalid stream number then you get the beeps every few seconds Graham ... View more

Have you setup Export Permissions? Quality Management Administration/Interface Configuration/Role Permissions Graham   ... View more

You must enable the Gadget in cfadmin/desktop layout, it's the last gadget on the page <!-- The following gadget provides Supervisor with advanced capabilities. Using this gadget, supervisors can manage Queues, Prompts, Calendars, and so on. Before including this gadget in Desktop Layout, ensure that the advanced capability is enabled in Unified CCX Administration. <tab> <id>ASCGadget</id> <icon>admin</icon> <label>finesse.container.tabs.supervisor.advancedcapabilities</label> <columns> <column> <gadgets> <gadget>https://localhost/ascgadget/gadgets/ascgadget.xml</gadget> </gadgets> </column> </columns> </tab> --> Graham         ... View more

Sorry but if the CSQ report gives you an abandoned call count then you have have people hanging up and abandoning while in the queue. You should add some script end steps in your script. What happens if the call fails to transfer could it be dropping through and hitting the select resource step and getting put in the queue by mistake. If a caller expects to transfer and they suddenly find themselves in a queue they will hang up and abandon on you. Run the "Contact Service Queue Call Distribution Summary" and see how long people are in the queue before they Abandon on you, If most of your abandons are in the first 15 seconds then either people are in the queue by mistake of your callers have a short attention span. Graham   ... View more

I have seen many agents just lock their PC and walk away and wonder why their phone starts ringing. All the browsers run in their sandbox and don't have access to that sort of OS information or events. You could write a thick client, an exe that would run in the background and subscribe to the system events so it would get notified when the user locks the PC. It would then use the Finesse API to make the user Not Ready. This would work but it's not a clean or simple implementation. Graham ... View more

When you put a call on hold do you get the default MoH or do you get silence or do you get the beeps every few seconds. Somethings to check. If you put a call on hold using your phone it is your MoH selection that is played to the other end. After changing MoH you must reset the device to pick up the changes. Some companies like to turn off MoH because if they are on a conference call and if they put the call on hold they flood the conference bridge with Music. On UCM go to System/Service Parameters/Select the Pub/Cisco Call Manager and check the Default MOH Audio Sources are set to a valid stream number. Graham ... View more

He does say "run a report on the CSQ for the day" If the call is being transferred out then it won't hit a queue and it can't be an abandoned queue call. If you run an Application Summary report you will see all those transferred out calls showing as abandoned but they will also show as Flow-Out Graham ... View more

No changes are needed on CCX for Supervisor silent monitoring Silent Monitoring uses the Built in Bridge in the agents phone so make sure that is enabled for your agents. You must also set a suitable "Monitoring Calling Search Space" for your Supervisors. On UCM find their Device Profile then under their directory number in the "Line 1 on Device xxx" section set a Calling Search Space Graham ... View more

In the XML you posted you have a space in the first line between the ? mark and the x of xml, that causes an error. If you don't have any audio in your script you can just run it in the editor If you simplify your script to this you can just step it through and see the result It makes it much simpler to debug these XML errors Graham ... View more

If you add a parameter to your wav file name it confuses the vxml browser and stops it caching the wav file Any parameter value will do Welcome.wav?a=a This has an impact on performance so you will need to make your own decision if this will adversely affect your system. Graham ... View more