About Bill Westby

Bill Westby · 02-25-2020

Hi, Is there more detail than the CCMP 11.6 admin guide on backing up CCMP and restoring if needed? The admin guide has 3 paragraphs, none talk about restoring except with a "technician." Backups only discuss using the default window 2 to 3 AM whe...

Bill Westby · 11-07-2019

I'm trying to create a Call Park solution using ICM/CVP. 1) Agent gets call but needs to "park" that call to take another call.2) Agent does a Consult transfer to a CTI Route Point to start Call_Park ICM Script3) ICM Script captures agent extensio...

Bill Westby · 07-29-2019

CVP 11.6 with ES7,8ICM 11.6(2)Ingress CUBEs:Cisco IOS XE Software, Version 03.13.05.S - Extended Support ReleaseCisco IOS Software, ISR Software (X86_64_LINUX_IOSD-UNIVERSALK9-M), Version 15.4(3)S5, RELEASE SOFTWARE (fc1)VXML Gateways (NOT VVB):Cisco...

Bill Westby · 05-09-2019

I have a report for Precision Queues that has two drill downs for the Precision Queue Name, one goes to agent details the other for deeper details on the PQ real time. It all works great in regular Reports views. This is CUIC 11.6(1) on PCCE 11.6(1)...

Bill Westby · 02-19-2013

We have a group of reps that receive inbound calls but also make outbound calls. To make the outbound calls they first must go Not Ready selecting a Not Ready reason in CTIOS then make their Outbound calls. After the call they return to a ready sta...

Bill Westby · 05-19-2020

Chris, long shot, like moon shot, but if you play a silence.wav audio element before your dialog flow element with the fetch audio properties and set the fetch audio start delay to xx seconds then maybe that would be honored? IDK, I'm just starting ...

Bill Westby · 11-08-2019

Yo David :) Figured it out, as a workaround. I created a Finesse http rest workflow to update a call data ECC variable with the users extension on the Answer action. Then I blind transfer the call back to ICM and that gets rid of the issue. Once ...

Bill Westby · 08-01-2019

Thanks Gerry, I finally figured it out! It turned out to be the CUBE SIP trunk in CUCM didn't have access to the Agents partition and CVP re-routes the call via that SIP trunk on CCB calls and issues a 404 - not found error, really should be a differ...

Bill Westby · 05-30-2019

A follow-up, I opened a TAC case and was told Dashboards never were intended to support drill downs. TAC opened a documentation bug to update the user guides as such. I do wish it could be added, it would be a very useful feature for my current cli...

Bill Westby · 06-04-2015

Hi Will, I opened a TAC case for it and yes you are correct, it works that way "as designed" and just not documented. The resolution was a documentation update for next release and/or release notes. Thanks, Bill.

Member Since	‎11-04-2010 12:27 PM
Date Last Visited	‎03-01-2024 12:02 AM
Posts	20
Total Helpful Votes Received	19

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User Activity

CCMP 11.6 Backup Restore Guidelines

Finesse Not Displaying Answer on Queue to Agent call

CVP 404 Failure to CUCM using CCB

CUIC Drilldown Report on Dashboard generates property error

UCCE 8.5 Pick Longest Agent since last ACD call

Re: CVP 12.5 DialogFlow Element fetchaudio

Re: Finesse Not Displaying Answer on Queue to Agent call

Re: CVP 404 Failure to CUCM using CCB

Re: CUIC Drilldown Report on Dashboard generates property error

Hi Will, I opened a TAC case