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- About Robert Dawson
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Member since
10-31-2011
47
Posts
4
Helpful
0
Solutions
09-21-2017
04:27 PM
"The same contact can't be inserted into a campaign more than once every 48 hours" Sorry to dredge up an old post - but is this 48 hour limit true? It seem's a little crazy to add such a limit, did cisco every look at correcting this? Thanks!
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09-21-2017
03:16 PM
Hi everyone! I'm trying to get to grips with the preview outbound dialler and the documentation isn't terribly detailed. Could someone advise me on the below? I'm hoping to use the UCCX Configuration API in our script to offer customers a call back as a kind of 'hold my place in the queue' setup - which would ideally see the customer automatically called back shortly afterwards and connected to an agent - the hope being that cusomers avoid a long wait and we avoid a complaint. There seems to be a limit on the amount of times a phone number can be added to a campaign in a certain time window. Is this the case? What are the limitations? I've seen a post that suggests that a number can only be used once in a 48 hour period - which seems a bit silly. If an agent is part of both inbound and outbound CSQ's - how do the two queues interact? Will the inbound calls always take precedence over outbound? I can't seem to see any real time reports that will allow our supervisors to see how many calls are currently awaiting a call? Is there something I'm missing or is this one of the platforms delightful features. ¬_¬ We are running CCX 10.6 Premium (Preview outbound only) Thanks everyone
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12-02-2016
07:55 AM
Hi
I'm trying to play a random prompt from a list of available prompts.
I recognise that the 'Generate Prompt' step can achieve this but my prompts in question are going to be sitting in an XML file (see below)
<?xml version="1.0" encoding="ISO-8859-1"?><Config xml:lang="en-gb"> <Campaigns> <Campaign ID="1"> <P ID="1">Paul\2 Welcome Prompts\paul2000.wav</P> <P ID="2">Paul\2 Welcome Prompts\paul2001.wav</P> <P ID="3">Paul\2 Welcome Prompts\paul2002.wav</P> <P ID="4">Paul\2 Welcome Prompts\paul2003.wav</P> <P ID="5">Paul\2 Welcome Prompts\paul2004.wav</P> </Campaign> <Campaign ID="2"> <P ID="1">Paul\2 Welcome Prompts\paul2000.wav</P> <P ID="2">Paul\2 Welcome Prompts\paul2001.wav</P> </Campaign> </Campaigns> </Config>
Can someone advise on the best way to select an element at random using as few steps as possible?
Many thanks
Rob
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Created by
Robert Dawson
in Contact Center
in Contact Center
11-24-2016
06:18 AM
11-24-2016
06:18 AM
I'm trying to run the get List for Prompt Files and Folder GET API to retrieve all the names and paths of my prompts.
https://my-server/adminapi/prompt/en_GB/
It's returned the values of the folders inside that directory but my prompts are stored in a few different folders. Does anyone know if there's a way of getting the API to return all .wav files, regardless of the folder they are in?
This just avoids the need to run a separate request for each one of my folders. E.g.
https://my-server/adminapi/prompt/en_GB/Folder1/
https://my-server/adminapi/prompt/en_GB/Folder2/
https://my-server/adminapi/prompt/en_GB/Folder3/
Many thanks
Rob
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10-26-2016
01:20 AM
Ah yes we've looked at this one. We're a multi-skilled contact centre of almost 50 agents, who are in up to 20 skills.
The Voice CSQ agent details report shows one record per skill per agent, resulting in nearly 1000 rows in this report - not really useful for taking a 'Quick Glance' at performance.
Are we able to reduce this to one row per agent, rather than skill?
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10-25-2016
06:35 AM
I've looked at this solution before and it's worked well but the report lets us down by not including the 'Duration' that the agent has been in that state for - has anyone been able to the duration as a new column?
Thanks
Rob
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10-19-2016
07:30 AM
I seem to have resolved it by adding this line to the XML content: <meta http-equiv="X-UA-Compatible" content="IE=edge" /> All I need to know now is how to add HTTP content without internet explorer complaining that it’s not HTTPS! Thanks Rob
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10-18-2016
02:42 AM
Thanks so much for your help Denise, the gadget is now rendering at the correct height. One thing I’ve noticed is that the gadget doesn’t render correctly when I’ve opened the Custom tab from the ‘Home’ tab. For example, if the user selects the tab while they’re on the ‘My statistics’ or ‘Manage call’ tab the gadget renders correctly, but if the user selects the tab from ‘Home they only see a white box. Any ideas? Thanks Rob
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10-17-2016
10:38 AM
Hi I'm trying to amend the height of the EmbeddedWebApp Gadget in Cisco Finesse. I've tried to set the height and width in EmbeddedWebApp.js as I've seen accross the community but still can't get it to increase. var html = '<iframe src="' + _urlToLoad + '" id="displayFrame" width="100%" height="700"></iframe>'; Has anyone been able to achieve this? I have attached the sample code we are using. Many thanks Rob
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08-24-2016
02:39 AM
Hi Deepak.
I've tried the default rmon.aef scipt and also tried customizing my own.
Below is where the script is failing. It's allowing me to enter the agent extension or the CSQ id, and waits for a call - but errors out as soon as a call tries to connect. The remote monitor step is returning failure code -5
I've set up a user ID which is just made of numbers, and it has appeared in RmCm >> Remote Monitor. I have given the user access to monitor the various CSQs and Extensions that I've used when debugging.
Many thanks
Rob
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08-10-2016
03:08 AM
Something tells me this is why they call it Contact Center Express.
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08-10-2016
03:07 AM
I was thinking the same this Morning - it's a shame that this feature isn't a native part of CCX for those call centers where this is a requirement - but it should to the job. Thanks James.
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08-09-2016
02:52 AM
We have the exact same problem. It's a little Infuriating that you can’t configure queuing behaviour, in the contact service QUEUE configuration (the clue is in the name you would think).
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05-05-2016
05:13 AM
Hi Sathya. We've updated to 10.6 since and I believe the API capabilities of WFO can assist with this. We've gone down the route of completely removing the contact center out of the scope of PCI compliance so its not that much of an issue for us.
I would consult the API documentation on the calabrio portal for more information.
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05-05-2016
05:08 AM
We tried adding a "Always" or an "Equals 0" threshold with no effect. We've made a group policy change the deactivates compatibility view for finesse, but its not ideal as it causes problems with CUIC as you say.
Cisco really need to address this compatibility issue (at least for ie11) as getting end users to keep switching compatibility view on and off really isn't appropriate.
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09-21-2017
"The same contact can't be inserted into a campaign more than once every
48 hours"Sorry to dredge up...
09-21-2017
Hi everyone!I'm trying to get to grips with the preview outbound dialler
and the documentation isn't...
12-02-2016
Hi I'm trying to play a random prompt from a list of available prompts.
I recognise that the 'Genera...
Created by
Robert Dawson
in Contact Center
11-24-2016
11-24-2016
I'm trying to run the get List for Prompt Files and Folder GET API to
retrieve all the names and pat...
10-26-2016
Ah yes we've looked at this one. We're a multi-skilled contact centre of
almost 50 agents, who are i...
10-25-2016
I've looked at this solution before and it's worked well but the report
lets us down by not includin...
10-19-2016
I seem to have resolved it by adding this line to the XML content: All I need to know now
is how to ...
10-18-2016
Thanks so much for your help Denise, the gadget is now rendering at the
correct height. One thing I’...
10-17-2016
HiI'm trying to amend the height of the EmbeddedWebApp Gadget in Cisco
Finesse.I've tried to set the...
08-24-2016
Hi Deepak. I've tried the default rmon.aef scipt and also tried
customizing my own. Below is where t...
08-10-2016
I was thinking the same this Morning - it's a shame that this feature
isn't a native part of CCX for...
08-09-2016
We have the exact same problem. It's a little Infuriating that you can’t
configure queuing behaviour...
05-05-2016
Hi Sathya. We've updated to 10.6 since and I believe the API
capabilities of WFO can assist with thi...
Public Statistics
| Date Registered | 10-31-2011 05:54 AM |
| Date Last Visited | 09-11-2019 02:07 AM |
| Total Messages Posted | 47 |
| Total Helpful Votes Received | 4 |
Helpful Votes Given To
