About Randall Jackson

Randall Jackson · 05-27-2025

We have a lot of Threshold alerts configured to alert us to when no agents are signed into a specific queue/team and various others. I currently do not see a way to limit these alerts to only trigger at certain times of day. For example, if we work 8...

Randall Jackson · 03-12-2025

Using the Webex Provisioning API for "Features: Hunt Group" I was doing a PUT operation to the Hunt Group to post an Agent ID and it wipes the list of current agents. Looking to see if there is a way to append this list or provide an array value to ...

Randall Jackson · 03-04-2025

Hello, In CUIC, you were able to schedule a report to run at various intervals during a given day, say for example every 30 minutes. I don't see a way to do this in Analyzer directly. Am I missing something or is this functionality just not availa...

Randall Jackson · 01-03-2025

Hello, We have an Agent Profile to auto answer calls presented to the Agent. The calls are auto answering, however, I was wondering if there is a way to configure a tone or other announcement to play to alert the agent to the connected call? In Fines...

Randall Jackson · 12-19-2024

In all the Analyzer reports and any Dashboard that is built there is a "Duration" drop down at the top that always defaults to "Last 7 days". We are building custom dashboards to reference from the Agent desktop and would like this to be more like re...

Randall Jackson · 03-13-2025

I was able to figure out how to build an array of Id's and continue to append with a loop. Working now. Thanks.

Randall Jackson · 03-05-2025

@gkovanis , @Vaijanath Sonvane , do either of you know if this is a planned feature or if it has been submitted as a request? If not, I will submit one. Thank you.

Randall Jackson · 12-23-2024

For the solution you outlined, in the initial flow through the IVR the call is queued and they select they would like to be called back. The call back step keeps the caller in the same queue for which they were already holding. Then we call them back...

Randall Jackson · 12-20-2024

@d.prasad Thanks for the link. Yes, the document does go over how to build events if the flow takes that path. However, this path is not taken on events like: - Contacts mobile is turned off and call goes straight to users voicemail or the contacts ...

Randall Jackson · 01-08-2019

Internal clients Browser -> F5 -> Webbridge External clients Browser -> EXP-E -> EXP-C -> web bridge We have not completed all of the external configurations yet, still waiting on a couple firewall rules. However, the internal functionality s...

Member Since	‎01-10-2013 06:16 PM
Date Last Visited	‎06-12-2025 08:33 AM
Posts	45
Total Helpful Votes Received	1

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User Activity

Threshold Alerts - Schedule

Add multiple agents to a hunt group or append to list of agents

WxCC Analyzer Scheduling Intervals during the day

WxCC Auto Answer Tone

Analyzer Dashboard Duration field set default to "Today"

Re: Add multiple agents to a hunt group or append to list of agents

Re: WxCC Analyzer Scheduling Intervals during the day

Re: Flow Courtesy Call Back Retry

Re: Flow Courtesy Call Back Retry

Re: CMS and F5 load balancer