About SANJ21

SANJ21 · 08-02-2024

We have a UCCE/CVP v12.6(2) and have recently implemented PCS in our environment. PCS works fine when agents hang up after talking with the callers that land in the queue. The issue we're having is when callers call into the call flow and say it's af...

SANJ21 · 01-18-2024

HI., We have a UCCE v12.6 environment. I had a request to increase the Short Call timer from 5 to 20s. I did this through Config Mgr> System Info. Also looked at the CUCM PG and our "Abandon call wait time" is already set to 20s. VRU PGs are set to ...

SANJ21 · 03-02-2023

I have a customer on UCCE v12.6 currently and they have a requirement for outbound campaigns where they want to play 2 different messages when an answering machine (AM) picks up the call. In other words, first attempt that hits AM, play 1st message. ...

SANJ21 · 02-23-2023

Question. I have a customer on UCCE v12.6 and we're looking at the Agent Event Detail table and when I look at an agent, I see the same reason code numbers back to back. In Finesse, I know you can't select the same Not Ready reason code that you're a...

SANJ21 · 02-02-2023

Hi All. In CVP Call Studio, when you get a Data Session or Element value, is there a way to extract a portion of that value? Say you get "011-45 ABCD EFG" and I just want to get the non-numerical value ("ABCD EFG") to use for other things like TTS p...

SANJ21 · 08-05-2024

Bill,Thank you for the information as well as the recommendation. I have a TAC case opened and am awaiting for their response. In the meantime, I did put a temp fix as you recommended to check for a variable in the Survey app and route to Exit if it ...

SANJ21 · 01-22-2024

Yes, looking at the SQL table itself. In particular, I'm looking at t_Skill_Group_Real_Time to isolate. I have a lab setup where I'm pushing calls to a dedicated CVP (Call Server and VXML) and the PG Explorer config for Abandoned Call Wait time on th...

SANJ21 · 01-22-2024

Bill,I realized the setting I changed in Config Mgr>System Info was for CallTypes. After the change, I do see short calls registering for CallType Reports. So as far as CallType reports go, it looks to be correct from what I can see.For Skill Group R...

SANJ21 · 01-04-2023

Thanks Bill. Any guidance on how I actually "call" Verint from within the VXML PCS app? That's the piece I'm trying to figure out. Can I use the Rest_Client node to do an Http Post similar to how you'd do a web service call? Sample Verint URL is belo...

SANJ21 · 12-08-2022

Janine,Installing ES05 did the trick. I do see it now. Question though, wanted to confirm I can remove those two fields from the server.xml file since it's in the DB element now?

Member Since	‎04-17-2021 12:49 PM
Date Last Visited	‎08-07-2024 01:09 AM
Posts	55
Total Helpful Votes Received	71

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UCCE Post Call Survey Not Recognizing ECC Variable y/n

UCCE - Change System Info - Require restart?

UCCE Outbound Campaign - Dual Msgs

UCCE Agent Event Detail - Back to Back Same Reason codes

CVP Call Studio Extract portion of Data

Re: UCCE Post Call Survey Not Recognizing ECC Variable y/n

Re: UCCE - Change System Info - Require restart?

Re: UCCE - Change System Info - Require restart?

Re: CVP integration to Verint for Post Call Survey

Re: CVP Integration to Oracle DB