I'm experiencing an issue with Post Call Survey (UCCE / CVP 11.6) when calls are transferred between departments and the result is that the Post Call Survey leg of the call is restoring all variables (PV's and ECC's) from the initial call leg as opposed to the second or final call leg.  This is despite the fact that these calls are transferred via CTI Route Point (CUCM Routing Client) and UCCE / ICM has maintained and updated call context throughout the life of the call.     Has anyone else experienced this issue and do you know if this was the intended design of the Post Call Survey?   This is an issue for us as we would like to cater the post call survey question based on the final answering department / agent.  If the call is answered by Sales and then immediately transferred to Billing you want to ask the customer a Billing specific question versus a Sales question.  Short of doing some custom real time variable re-population in the Post Call Survey leg of the call it doesn't look like this is possible based on the current behavior we are seeing. ... View more

I'm looking for any thoughts or solutions on the best way to manage a large pool of non-contiguous numbers in the CVP Dialed Number Pattern Database for Post Call Survey.  Organization has 2000 plus total dialed numbers in overlapping ranges and we want to configure approximately 800 of these for Post Call Survey.  Questions: Can you skip adding the numbers through oamp and add them directly to the sip.properties file on all of the call servers? Is there a limit to how many numbers can be added?   I'm almost leaning towards enabling all pstn number ranges (2-9xxxxxxxxx) for post call survey in the CVP Dialed Number Pattern DB and then simply enabling/disabling surveys in ICM by using the isPostCallSurvey ECC variable.  Would this add any call processing overhead that could cause degradation and/or would you advise against this for any reason?   We really need a better way of managing this feature outside of the CVP Dialed Number Pattern DB.  (e.g. A check box in ICM's Dialed Number Interface would fit the bill nicely.) ... View more

I wanted to inquire how often everyone is applying Windows OS Patches to their UCCE Windows VM's?  (e.g. Monthly/Quarterly/Semi-Annually/etc)     For the partners out there with managed service practices, when you on board a new customer how often do you recommend patching to occur?   The current standard in my organization is monthly patching of windows systems, but with all UCCE Servers sitting in private IP space behind a firewall this seems overly aggressive and burdensome while only adding marginal benefit / risk mitigation. ... View more

I'm looking for a way to view the user connections to the primary and secondary Finesse Nodes.  I assumed there would be something in RTMT but I've come up empty so far.  Any help or ideas would be appreciated. ... View more

I am experiencing an issue when managing agents (supervisors specifically) in CCE Web Admin.  When attempting to add / remove / modify an Attribute for a supervisor agent we are getting an error that the supervisor must have a valid active directory account.  (Screenshot attached)  The agents that this is affecting are correctly configured in ICM as a supervisor and ICM was able to successfully move their AD account into the 'Config' AD Security Group.  From looking at the logs on the AWS it appears that the Web Admin tool is attempting to lookup their account in AD via UPN by appending their username to the domain name.   Log Snippet:   exception=com.cisco.ccbu.api.jaxb.error.ApiException: supervisorUserInfo.userName: Could not find user. Check if a domain account exists for UserName@DC.Domain.COM   This isn't going to work for some users in our account because we have multiple suffixes in our domain.  (Our domain is a single forest and I'm not aware of a requirement to have a single suffix.) I'm curious why it wouldn't use samaccountname which is what I believe ICM Configuration Manager is using.  Has anyone else experienced this issue? ... View more