Excellent Doc Deji, wonderful to read and quite detailed. Kudos my friend 😊😊 ... View more

Script will only trigger for an inbound call. There is no way to trigger a script for an outbound call. Why will you need that even to run a script for a manual outbound call, the aim in this case is directly to reach the customer and not get any queue or ivr treatment. Anyways this is not possible to trigger a script for an outbound call. If you want that some customer calls in to your company and the agents are not available to take their calls right now and you want the callers to get a chance to leave their phone number for a callback and then when agents get available they should get a call and they should then dial that customer out. For this, you can refer to sample script BaseLineAdvQueuing.aef available at the below link that serves the purpose of callback in UCCX:   www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/script_repository_902.zip   Regards Deepak ... View more

Hi Anthony,   That was more on a generic side that I wrote you will require minimum Enhanced Licensing as I have not checked the Scripting guide till then. But now since I have checked it I can definitely confirm that none of the steps used in that particualr script will require Enhanced Licensing,. Standard will be good enough.   Thanks for your inputs.   Regards Deepak ... View more

What exactly do you mean by "If Hunt Pilot is registered to other server". Also how do youknow if the call is getting disconnected at the CM level itself and not after reaching UCCX. Did you perform a Reactive Debug on the script to confirm this in real time. Regards Deepak ... View more

If you will notice the Certificate information it had FQDN of the UCCX server mentioned and if it is going blank when you click Ok that means agent PC is not able to resolve FQDN of UCCX server. You can try to manually edit the hosts file by going in below location on Agent PC and add the entry of UCCX IP Address and FQDN there: C:\Windows\System32\drivers\etc   Regards Deepak (Remember to Rate Helpful Posts) ... View more

The users that you want to login, are they showing up as End Users on CM or not. If they are not then you will need to create them on CM or in case of LDAP integration import them over. Without the users being shown in CM, UCCX will never be able to take control of them as you will not be able to assign them an IPCC extension in that case. Regards Deepak (Remember to Rate Helpful Posts) ... View more

Are you refreshing the script and application after making changes to the XML file and uploading it again to the system. Post refresh it should take effect straightway and there should not be a delay. If you are doing this and still the very first call you make after the change is implmented gets 8 seconds silence you will need to capture CCX Engine logs and get it checked that way. As far as upper limit for a XML file is concerned then there is no upper limit for documents, prompts, scripts etc but the limit is imposed on the db_cra_repository itself in which all these documents, scripts, prompts etc get stored. The limit for db_cra_repository is 40MB and this can't be changed. You can check information about the size and usage for various DB within CCX by running below command from CCX CLI: show uccx dbserver disk usage Regards Deepak (Do Rate Helpful Posts) ... View more

This is a one time thing and agents should accept it once only and will be good to go then. If it was working fine earlier and just started to happen then probabaly the certificate information on the server must had been changed due to which they got regenereated and now agents are getting the message to do it again. You can verify the same by going into OS Administration >> Certificate Management and look for tomcat and tomcat-trust certificate.   Regards Deepak (Please Rate Helpful Posts) ... View more

You could easily achieve this using Scripting. There is a sample script BaseLineAdvQueuing.aef available at the below link that serves the purpose of courtesy callback in UCCX:   www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/script_repository_902.zip   As far as licensing is concerned, you will require Enhanced license minimum. No other licensing requirments are there.   Regards Deepak (Please Rate Helpful Posts) ... View more

Not sure why, but below is what mentioned there Simply create a copy of the Stock Report that gives this information such as ASA etc Contact Service Queue Activity Report in this case, copy the HTML link for the same and then display it within Finesse Desktop as a gadget. Below is a sample XML CSQActivityReport.xml <?xml version="1.0" encoding="UTF-8"?> <Module> <ModulePrefs title="CSQActivityReport" height="425" scrolling="true"> </ModulePrefs> <Content type="url" href="https://<IPAddressOfUCCXServer>:8444/cuic/permalink/PermalinkViewer.htmx?viewId=0DD30CA310000154000001C10AC5B25D&amp;linkType=htmlType&amp;viewType=Grid&amp;refreshRate=1800" /> </Module> Note: Please ensure to replace the "&" character with "&amp;" in the HTML link you will get from CUIC for the required report to display within Finesse as I have done in above XML. Also, the name of XML and Title could be as per your choice Please refer to Third-Party Gadgets chapter of the below developer guide in order to know more about uploading the above XML using 3rdpartygadget Account https://developer.cisco.com/fileMedia/download/90f66367-13f0-41a9-aadd-84df32057afe In some cases, the below path as mentioned in the Developer guide does not work: <gadget>/3rdpartygadget/files/HelloWorld.xml</gadget> hence use like below: <gadget>https://<FQDN of CCX Server>:8445/3rdpartygadget/files/CSQActivityReport.xml</gadget> Regards Deepak (Remember to Rate Helpful Posts) ... View more