Have a look and see if this helps. Your CVP Call Studio apps which run on the VXML server are likely using the Database elements. How Tomcat on the VXML server is configured is detailed below:   https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal-901/213279-how-to-integrate-cvp-standalone-deployme.html   Gerry ... View more

To send to an external 3rd party VXML server using a simple Call Studio Application and sub dialog invoke. So from ICM / UCCE scripting - its treated the same as any CVP Call Studio Application.   Call Studio App is invoked - it goes to the external VXML, then finishes and returns variables and these can then be passed from Call Studio app back to UCCE/ICM Scripting engine.   See below.   https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp10_0/programming/guide/_BK_1F7FB113_00_1001-cvp-element-specifications/_BK_1F7FB113_00_1001-cvp-element-specifications_chapter_0100011.html   Gerry ... View more

I would try for starters setting the "catch all" error handling to confirm you can catch this issue. Add the below Cisco subdialog element to your first app and set "error Element" Yes. When an error occurs it should catch it and return to ICM/UCCE. You can set variables with it so you know it occured and handle this error within your ICM script.   Regards, Gerry ... View more

  Outbound: It seems that the outbound mechanism works for what it's intended for. It has no ability to interact with agent reservation and is generally not very customizable. Can easily make an out call with an IVR, then to an agent. Outbound can reserve agents for agent campaigns. It seems you want to do a IVR Campaign? If so then I would still go with Outbound Dialer - it supports IVR campaigns and then in the IVR the customer can select if they want to speak to an agent (as they would on an inbound call) - it can then queue to an "inbound" skillgroup or PQ.   You could using ICM Admin script set it so you only make outbound IVR calls when the number of agents in a specific SG are available. and this would update every 15 / 30 seconds.   You cannot reserve agents if using a IVR dialer campaign (it does not make sense to do so). Maybe details the business requirements more?   2) Don't go near CTIOS - pointless to do so.   3) Finesse API - if you want agent calls (Finesse is an Agent Desktop) - use the Outbound Dialer - must easier and it will reserve the agents.   You can use "Direct Preview or Preview Campaigns" - which reserves the agent for each call and they get a popup in Finesse with the customer details (Account Number, Name, Campaign Name) and have to select accept / reject before the dialer (preview) or their own phone (Direct Preview) calls the contact number.   If you don't need the agent to preview the calls you can use Predictive mode - can be more efficient.   Regards, Gerry ... View more

Hi,   >My gagdgets are in Finesse and are refernced to work with https://IP/ If the embeded website is references as you have detailed above using an "Ip address", e.g. https://123.123.123.123/folder/index.htm, you will ALWAYS get a cert warning - no matter what you do.   Test the https Link in a web browser and make sure that no get no cert warnings and use that same address in the embededed finesse gadget   A cert will usually have the FQDN name of the server in it - so you need to reference the web server as https://myserver.mydomin.xyz/folder/index.htm And not https://myserver/folder/index.htm OR https://123.123.123.123/folder/index.htm   i.e. you might be able to get to the page - but only after accepting cert warnings....   This is because the cert which conatins the server FQDN needs matches the address entered (and has nothing to do with Cisco / Finesse - just standard https requirements). Gerry   ... View more

These are the things to watch for   1) If the gadget is hosted on an webserver and not on the finesse server itself - The Finesse server AND the client both need access to connect to the gadget. If not hosting on Finesse - make sure to  host it on a HTTPS enabled webserver. i.e. use HTTPS 2) The Web link within the EmbeddedWebApp also needs to use HTTPS and most browsers will no longer support mixed content - see here - to tempoary allow https://kb.iu.edu/d/bdny 3) When using HTTPS and if a non public signed cert or self signed certs - you need to import the CA or self signed cert into FInesse Certification  (Go to Finesse OS admin GUI)     Gerry ... View more

The below shows the test tool "POSTMAN" sending in a chat to Socialminer, replicating the same API that the Bubble chat uses. This includes an "on the fly" new field - which is also displayed to the Agent. This highlights that this is very possible to do. Gerry   ... View more

Greg, Ryan,   Yes - I got confused and didn't know about the new bubble Javascript chat until now! But after reviewing the bubble chat version - I still believe this is possible.   Below is the HTTP POST from an actual bubble chat and we should be able to replicate this POST by coding our own version of the bubble chat and in that version you could set specific values.   POST /ccp/chat/100000 HTTP/1.1 Host: uc-socialminer.lab2.purplepi.ie User-Agent: Mozilla/5.0 (Windows NT 6.3; Win64; x64; rv:64.0) Gecko/20100101 Firefox/64.0 Accept: application/json, text/plain, */* Accept-Language: en-US,en;q=0.5 Accept-Encoding: gzip, deflate, br Referer: https://uc-socialminer.lab2.purplepi.ie/ccp/ui/BubbleChat.html?host=UC-SOCIALMINER.lab2.purplepi.ie&wid=1&secure=true Content-Type: application/x-www-form-urlencoded Content-Length: 338 Connection: keep-alive Cookie: JSESSIONID=737400D6B5E8FA85E8E95156BF3DDD97; language=en_ALL title=CCX_Chat& extensionField_Name=Bob%20Bobster& extensionField_Email=bob%40bobster.com& extensionField_PhoneNumber=015551234& extensionField_Banana=Yes%20Please& extensionField_ccxqueuetag=Chat_Csq2& extensionField_contextServiceCustomFieldSets=& extensionField_h_widgetName=Sales& extensionField_h_chatOrigin=CISCO_BUBBLE& author=Bob%20Bobster   I will try and test a proof of concept and confirm if this would work.  But I cannot see why not.   Gerry   ... View more

Bill,   Its not a large contact centre - but they have a quite a high number of supervisors and teams. So this is not possible - more details below on why (i.e. the "20" limit).   While I understand the need for a Supervisor <> Team limit - I wish it was a limit for concurrent logged in agents and not for configured agents. i.e. a warning or a restriction of the user when logging in.   The current limits Supervisor<>Team limits are impacting for this and I am sure other customers (due to the way they work and due to shift changes a number of supervisors).   You can have a max of 20 supervisors assigned to a team. And a max of 20 teams assigned to a single supervisor.   So I cannot assign all teams to this user - due to this limitation. There are more than 20 teams they need to see.   Gerry ... View more