We have a need to do Database dips as we are replacing a product (non UCCX) that would offer specific information to an agent for the respective call.  I have read the compatibility matrix and noticed that SQL 2016 is not listed, does that mean it won't work or is not supported from TAC?  I am willing to do the upgrade of our UCCX but it will be a month or 2 as we have other 3rd party integrations that need to sign off on the upgrade.  I actually started the PUT tool upgrade process and reached out the other players to get the upgrade process rolling, but I need to have an answer if we will be able to provide the same functionality for the agents/reps.   Thanks,   Joe  ... View more

We have a deployment of UCCX 11.5.1 and the end users are struggling with entering wrap up data.  From what I understand they are having issues finding the "correct" browser window for finesse, this changed from CAD when the POP up would occur automatically.  Is it possible to have Finesse come to the front upon completion of the call so they don't have to click multiple times to get to the proper window?   Thanks,   Joe ... View more

An internal scan of our phones has resulted in a finding that phones reject an ssh connection when the SSH is disabled.  I would expect the phone to not respond to ssh requests if it is disabled as opposed to rejecting the connection on port 22.  Is there any way to enforce the device not to respond to ssh requests instead of rejecting them? We have tested by enabling the ssh on a phone and we get a prompt for creds, when disabled we get a connection refused.   Thanks,   Joe   ... View more

Is it possible to allow a wrap up for non acd calls?  We have a situation where if a call is delivered to an agent via a queue and they transfer that call to another agent, both agents get an opportunity to do a wrap up but the second agent can only set it with the original call. Call Flow   Agent A receives call ----> Consult Transfer to Agent B----while Agent A and B are talking both can input a wrap up call, once the call is transferred Agent B never gets an option to input a wrap up code.    Finesse Agents, UCCX version  11.5.1.11001-34 ...   Thanks,   Joe   ... View more

We are in the process of refreshing M3 Blades with M5 at 2 different locations.  The first location had 2 B200 M3 blades in a ESXi Cluster, we were able to replace the first blade with a M5 and attach the original M3 service profile and bring the bade into service within Vcenter.  All VM's were then migrated from the M3 to the M5 using Sandy Bridge EVC.  Then the other M3 blade was replaced, vm's separated between the 2 servers without issue.   Second site had 2 M3 blades and only 1 of them (off the books) is being replaced with a M5 blade.  Did the same process, moved all vm's M3, replaced the M3 with M5 and assigned service profile.  Vcenter will not allow for the migration of vm's to the M5 due to incompatibility.  Vcenter will not allow for the selection of EVC Sandy bridge as it states it is not compatible.  I am verifying the same firmware is being used, but I am not finding anything that would explain why one site allowed the the blades to coexist but the other will not.  Vcenter version is the same on both sites.   Please advise,   Joe  ... View more