We recently switched from CAD 9.X to Finesse 11.5. I see 3 configurable reason codes (Not Ready, Sign Out, and Wrap Up). I thought if a wrap up code was configured it would put the agent in not ready state. When I configured one it keeps them in R...
Hello all,
I think we are close to getting this setup. We have the recorder sending .temp files to the NFS however they never convert to .mp4.
We have 2 CMS CB Servers and a CMS Recorder. This is the error we are getting from the SYSLOG FOLLOW on ...
Hello,
Does anyone know where I can obtain the outlook plugin mentioned in the link below?
https://www.acano.com/publications/2013/08/Acano-Manager-Outlook-Plugin-Installation-Guide.pdf
Thanks!
Jake
Hi,
Currently we have approximately 2700 users with mailboxes in our cluster. Very few of those users get a smtp alert with a .wav of the voicemail while all other users get just a smtp alert that they have a voicemail but no .wav file. We are wan...
Hello,
CUCM/UCCX Version 11.5
I have setup a consult call transfer in CCX to ring a Hunt Group in CUCM. In doing this the caller id on the phone shows the IVR Port Number. Is there a way to show the Caller ID info instead of the IVR Port info?
T...
Thanks for the info. This is for a UCCX deployment. Are you familiar with this system. There is no Optional in UCCX just Automatic Ready and Disabled. :/
That is exactly correct. If the Agent chooses a wrap up code we want them to go in the work mode. If they do not select the wrap up then we want them to go auto ready again after they end a call.
Thanks!
Is it possible to do both of the two scenarios below?
1.) Agent takes call and SELECTS the "Work" wrap-up button - Agent is put in work/not ready to complete tasks.2.) Agent takes call and is presented the option to wrap up but does NOT SELECT the...
