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We're an 11.5.1 Unity system and having issues with a call handler that intermittenly is dropping callers when transfering. My question is why some of my call handlers will tell the caller 'wait while I transfer your call' and some call handlers don...
I have a user who is on a 8851 with a primary and shared line. Phone firmware is 12-1-1-12 at this time. They are unable to put the primary on hold and select an incoming call for the shared line without hanging up the handset. They've been able t...
We have a UCCX 11.6(2) environment with CM 11.5, and we're trying to enable silent monitoring for our contact centers. We've tried to reference this document:Feature Configuration Guide for Cisco Unified Communications Manager, Release 11.5(1) - Sil...
We have alot of remote Finesse UCCX agents and were wondering how to manage calls through the Finesse application. We have telephones registered through Expressway to our CM, and are using a laptop to access Finesse. If we have a USB or bluetooth he...
We are a UCCX 11.6.2 shop and have had issues with some users having call treatment issues. We instruct all of our users to utilize Firefox when logging into Finesse. Sporadically they'll notice the state stays in Reserved after a call for approxim...
Thanks for the reply! I answered my own question after I sent this. We have auto attendants built in UCCX and Unity, it's the Unity ones that only tell the caller to wait. I no longer need help with this issue. thanks again!
I have verified the user can see the Answer button and that works for her, I think she's been doing it wrong the whole time. One other question, is there a setting in the device or DN that helps for the caller to get dial from whatever appearance th...
I'm verifying with the user about the answer key. We haven't changed anything on our network and all of our regular softkey and ring settings are still in place. This user claims it worked fine before thanksgiving, but now it doesn't. It's puzzlin...
