I do not believe the docwiki articles were transferred to Technotes or anyplace else on Cisco.com unfortunately. I asked that same question prior to the decommissioning of the docwiki. ... View more

None that come to mind, but you could do a new report definition and new report pretty easily to get that information. Here's the report template guide. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/ucce_b_cisco-unified-contact-center-enterprise116.html ... View more

Hi Mohammed, did you ever open a TAC case re: this and was a defect created for this issue (and/or a fix)? ... View more

I think I prefer your approach as well, don't mix methods, do it all in VXML so it makes your scripts consistent. Plus, if you allow for flexibility when first designing it, you can use some of the same applications (like a basic play prompt one) in multiple areas. Just my $.02. ... View more

You can do this by looking at the Route_Call_Detail table, which has the call type ID of the call as well as the label of the agent that the call went to. Won't give you the real time view that the original post is looking for, but would tell you that agent at extension 1234 took call types A, B, and C for instance. ... View more

One other thing to keep in mind too, unfortunately IPC is end of sale and midway through the end of life process, so you'll need to come up with another phone solution soon as well. https://www.cisco.com/c/en/us/products/collateral/collaboration-endpoints/ip-communicator/eol-notice-c51-740383.html ... View more

You're somewhat talking apples and oranges here. IP Communicator is the agent phone and the agents need to have a phone to log into Finesse (be it via an IPC or a physical phone). So if an agent is logged into Finesse and using IPC for the instrument, if IPC has an issue, then you can get logged out of Finesse. You might need to clarify when you say IPC crashes vs. loses a connection. In other words, does the program literally quit out/end, or does the IPC lose connection but stay running? As a first step troubleshooting, you might want to try having an agent use a physical hard phone, and see if they continue to have issues. You might be having only IPC issues or IPC and Finesse issues, but you'd want ot rule out the phone first, IMHO. If it is overall network issue, that will obviously impact both.   ... View more

David hit the nail on the head. Even if Cisco won't/can't fix the bug (although I hope they can and don't just point to Google to fix it), even if it is documented as a defect would be helpful. ... View more

You posted this question in the contact center group, you might have better luck posting it (or moving it if possible) to the Collaboration group re: Webex, like this one. https://community.cisco.com/t5/collaboration-applications/bd-p/discussions-collaboration-apps ... View more

I know you said you don't care about silent monitoring, but to my mind, if you're trying to silent monitor and/or record from UCM, you would run into the same restrictions? The 10.5 guide says UCM silent monitoring is not supported: Silent Monitoring Unified Mobile Agent provides the following silent monitoring support: Mobile Agent supports CTI OS server-based silent monitoring only. Unified CM-based silent monitoring is not supported This is changed in version 11 as Chris mentioned earlier: Silent Monitoring Unified Mobile Agent provides the following silent monitoring support: Unified Mobile Agent requires that caller and agent voice gateways be on separate devices if silent monitoring is to be used. ... View more

Thank you for sharing what you changed nonetheless. ... View more