I haven't used it myself yet, but keep in mind that there are some holiday hour logic checks/variables that are built into PCCE via the SPOG in version 12. Not sure how close you are to updating, but might be worth checking those out before you build out a bunch of stuff. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_0_1/maintenance/Guide/pcce_b_admin-and-config-guide_120/pcce_b_admin-and-config-guide_120_chapter_01000001.html#topic_CEFA6B57C574C67DA534AD8D7E9F8F66 ... View more

Cisco doesn't review/"approve" Windows patches as far as CCE impact anymore to my knowledge. You'd want to follow David's guidance and/or the approach outlined by others on other previous posts like this one. https://community.cisco.com/t5/contact-center/windows-patching-frequency-best-practice/td-p/3711994   Similarly, you should be cautious with upgrading the end user desktops, or you could encounter something like this. https://www.cisco.com/c/en/us/support/docs/field-notices/702/fn70219.html ... View more

This partly depends on what and where you're trying to solve this. For instance, you can do this in Finesse by simply giving the supervisor the same view as an agent has. So they'd only see the skills/PQs that they have attributes/are assigned. If this is specifically in CUIC, it is a little more involved, to create collections of the PQs/skill groups and only give that collection to a user/user group. So Sales supervisors are in the Sales user group, and that user group is given access to the Sales skill group/PQ collection. Then take away/don't assign the other/all users to the entire list. This is more management than the first solution, but some clients don't want the supervisors always logged into Finesse. ... View more

David makes some good points below, but if you are going to do it in UCCE/ICM, a basic but effective thing that a lot of people overlook is using the Comment node. So when you get (for instance) the holidays for 2020 from your customer in an email, copy and paste the relevant part into a node in the script, then build the logic. Obviously not foolproof, but at least you have the reference of where you got it from, when, etc. and allows for documentation for whoever else works on the system. ... View more

I could be mistaken, but are you sure you need to add them as device targets in this scenario? Also, did you try the diagnostics? https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_5_1/User/Guide/UCCE_BK_O62BE51D_00_outbound-option-guide-for-ucce/UCCE_BK_O62BE51D_00_outbound-option-guide-for-ucce_chapter_0101.html#UCCE_TK_VF58C032_00 ... View more

These 616X numbers, they don't overlap/conflict with anything else in your UCCE or UCM system (like agent extension ranges for instance)? And just as a test, have you disassociated and reassociated one of them with PG user to see if it looks any better? ... View more

You will likely have to provide more information, such as version, if this is the old SCCP dialer vs. SIP, etc., as the way the dialer works is much different than outlined in this original post. ... View more

You might want to verify that version of Firefox is supported, if it is Quantum and not the ESR release, you might want to try and test. Here's the compatibility matrix. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/uccxcompat11_6_2.html#Supported_Browsers ... View more

If you're using CVP/VXML/Call Studio applications, it is almost always set to N. If you look in any of the Cisco script guides you will see this, like here https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp10_0/feature/guide/CCVP_BK_FA976D84_00_feature-guide-for-cisco-customer/CCVP_BK_FA976D84_00_feature-guide-for-cisco-customer_chapter_01.html ... View more

This may sound basic, but double check your voice ingress and voice VXML gateway configurations. For instance, is the survivability service configured correctly, did you call it so that it is active, is the VXML .TCL script deployed and called, etc.?  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp11_5/configuration/guide/CCVP_BK_1C6B2D4E_00_115-cvp-configuration-guide/CCVP_BK_1C6B2D4E_00_115-cvp-configuration-guide_chapter_01111.html#CCVP_RF_C323C8B2_00 ... View more

The answers to your questions somewhat depend on what you're passing/receiving from your CVP application. Check out the configuration guide here for instance, but the caller_input for instance is what you're getting back from the CVP application. Your CVP application could be setting caller_input to T, D or Cheeseburger, it all depends on what was programmed. For the second question, you almost always in my experience set VXMLParams to N so that you pass additional information to the CVP application. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp10_0/configuration/guide/CVP_BK_CFD64ACC_00_configuration-guide-for-cvp-1001/CVP_BK_CFD64ACC_00_configuration-guide-for-cvp-1001_chapter_0111.html ... View more