Hello, We're having issue with CUIC reports not showing calling number correctly for some calls. We're running a call centre (UCCX) and all callers use Jabber clients that are registered to a single CUCM cluster. When we run historical reports, such as detailed call by call CCDR report or detailed call CSQ agent report, most calling numbers are shown correctly but for some calls, the caller ID/directory number just says unknown. I believe all Jabber devices share the same configuration in CUCM. Any ideas why this may be happening? Thanks ... View more

Hi,   We want to change agent extensions to the CSQ trigger because we don't want users to call agents directly; we want users to join the queue when they call agents back.     We have 1 CSS and 1 partition for all users and agents in production, let's call them Internal CSS and partition.   I've done some reading and added new Agent CSS and new Agent partition for agent devices. I’ve added Internal and Agent partitions to Agent CSS while Internal CSS had only internal partition available. I've also configured the Calling Party Transformation Pattern for the internal partition: agent extensions 30XX should be transformed to the application trigger 6001.   Additionally, I've added few CTI ports on Agent partition.   I've run some tests on the above setup and users couldn’t call agents, agents could call users, and agent extensions were changing to the queue number. So far so good.   However, when the agent received the call from Finesse and tried to answer it, the call went back to the queue and agent status changed to Not Ready. This was probably because the CTI root point 6001 has internal CSS and internal partition assigned but the agent's device has Agent CSS and partition assigned. Is this connect?   To resolve this issue, I’ve added new CTI root point (new application trigger) on Agent CSS and Agent partition, and added Agent partition to Internal CSS. Now, agents can answer calls in Finesse. However, users can call agents, which is still fine, but the Calling Party Transformation Pattern doesn’t work anymore.   Am I doing this correctly? Is there a better way to do this? Should the Calling Party Transformation Pattern work?   Any advice will be appreciated. ... View more

Hi,   I was wondering if there is a way for agents to take some notes and save them in Finesse desktop?   We've got the UCCX and we want to give our agents ability to take some notes, save them (probably as a text file), and pass them on to another agent when the call is transferred. I know of some 3rd party gadgets that can do that but I'm looking for ways to do it Finesse without deploying additional servers.   Thanks ... View more