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Hi,I have a requirement to make a conference call from finesse. The flow is as below.1. Agent receives an Inbound call.2. For further authentication agent need to send the customer to ivr.3. Agent press a button in Finesse which triggers a conference...
Hi,I am using PCCE 10.5 and using Finesse 10.5.In ICM script I am passing CTI data via Call Variable1, Call Variable2, Call Variable3, Call Variable4 and Call Variable5. When the agent answer new call then the agent can see all the data in Finesse sc...
Hi,Due to bad fetch error. we changed fetchtimeout to 60s based on cisco doc wiki (http://docwiki.cisco.com/wiki/Unified_CVP:_VXML_Server_-_Resolving_%22badfetch%22_Errors)”For applications Root Doc Settings VXML Property = fetchtimeout and value 60...
Hi,I want to disable DTMF for agents when the agent transfer call back to IVR. I tried it by disabling the DTMF using SIP trunk but in this case caustomer is also unable to provide DTMF. Moreover with SIP normalization we removed telephony event in t...
Hi,After system archive old emails from the active database. Can supervisor or agent view case/activities from the archived case/activities.Thanks and Regards,Ashfaque.
Hi Denise,In the attached logs kindly look into the below log files only as it contains both the scenario i mentioned earlier.Desktop-ClientLog.1001.2016-03-17T19-36-34.773Desktop-ClientLog.1001.2016-03-17T19-38-36.441Desktop-ClientLog.1001.2016-03-1...
Hi Janine,Thanks, I configured the fetchtimeout in the root document to 60 without s. I was not aware that by default is uses miliseconds.Based on your suggestion we should keep the fetchtimeout short in the rrot document setting which is 7s by defau...
Using ICM configuration manager create a seperate customer. Now put user, call type, DN and script under that customer. So the user will only have access that script.Thanks,Ashfaque
Hi Loh,This can done by using third party intelligent tool. It works almost similar way as david explained. You can use Application gateway (AG) or CVP to get the information about the best available agent and then use the queue to agent node to tran...
