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I'm getting reports from a customer of mine that some supervisors may be changing agent attributes without proper permission. Is there a way to audit who is changing agent attributes in UCCE 12.5? Would be nice to know: -Person making the change-Agen...
I am having an issue with user permissions in CUIC Version:11.0(1). I migrated each user into user groups. Each user group has AllUsers default group. I then segmented reports by line of business, so when a user logs in they have access to their line...
I have a major business line interested in exploring auto-answer options. I understand that some of the pros of auto answer are lower ASA times and fewer RONA calls...what are some of the potential issues of auto answer? Other pros? Caveats?
Hello:
I am not able to find the stock Agent Not Ready Reason code summary report that should be stock with UCCE CUIC...I believe someone renamed the definitions or deleted the report definition. I do have access to an Agent Not Ready Detail report...
I've run into several instances where I perform a factory reset on a 7942 phone, and when it comes back up, it has the same DN as it had prior to the reset. In CUCM, I performed a super copy from a user's phone to the phone in question's MAC address....
That is the exact fix! Thank you so much! Just for posterity, do you happen to know why that 'My Group' makes a difference? By default, it was set as AllUsers, but as soon as I changed it to the user's group, I could create a report and all other use...
Do you have a wrap-up timer set? This behavior is normal, as an agent must be in Ready state in order to answer an ACD call. When the call completes, you can set a wrap-up timer to give the agent time to finish documentation, but the system will then...
I don't think the 'Internal Calls' will populate unless an actual call is made internally to another extension and the other end answers. Just picking the handset up or activating the line to get dial tone would take them off-hook, not place a call. ...
In my experience, I had to restart the Tomcat service in order to force gadget updates to take. Keep in mind, this should be done in a maintenance window as it will take Finesse down.
Just for posterity, I figured out how to add the relative date ranges.
In the query parameters, change the display names of the start_date and end_date parameters to the same thing (Agent_Login_Time, Date_Range, whatever). Also, set 'Relative Date ...
