UCCE/CUIC v11.6   We have created a custom report in CUIC with the following results 1. SQL query that was used is returning all the correct values 2. However when the result is shown in CUIC, there is 1 field is which always showing null value. This is a standard alphanumeric field like the others 3. When this same result is exported into Excel, we can see the values in this field perfectly fine Report, CUIC, Custom Report, UCCE, PCCE, Any idea why this is happening / what CUIC logs will be able to help this troubleshooting process?   Thanks! -JT- ... View more

UCCX v11.6(2) Outbound Dialer   Hi all. I'm running a predictive/progressive campaign and planning to achieve the following rule. How can this be configured? 1. Dial Phone01 -> Result=Busy then the same Phone01 should be dial again after xx interval 2. Dial Phone01 -> Result=No Answer/Answering Machine then the Phone02 should be dial next after xx internal 3. Dial Phone02 -> Result=No Answer/Answering Machine then the Phone03 should be dial next after xx internal 4. Dial Phone03. UCCX will not dial this as max 3 has been reached. How do we overcome this?     My understanding is the current redialling rules is already fixed based on the call result and cant be changed?    Thanks -JT- ... View more

Hi all,   I'm currently using Cisco ECE for email management. I have a custom reporting requirement to track all activity performed by the agent through the Finesse ECE gadget. 1. Is AWHDS going to continue to store all actions performed by the agent while using the Finesse ECE gadget? 2. The understanding is ECE will only hold detailed activities and case related data and reports while there is only limited  agent related information in the ECE DB.   For scenario with ECE, what is the current data source to use to do both email and agent level reporting?   Thanks! -JT-   ... View more

Hi all,   I'm running a preview outbound campaign with the following 1. Campaign A having 100 records & Campaign B having 200 records 2. Both were loaded and imported at the same time. Both have the same set of 5 dedicated outbound agents. Equally distribution without any priority.   Are we able to tell for sure what would the order the records are delivered to the agents and from which campaign? 1. Agent 1 gets from Campaign A, Agent 2 gets from Campaign B, Agent 3 gets from Campaign A, Agent 4 gets from Campaign B and so on (equally between both campaigns) 2. Agent 1 gets from Campaign A, Agent 2 gets from Campaign B, Agent 3 gets from Campaign B, Agent 4 gets from Campaign A and so on (Campaign B has a 2:1 ratio over Campaign A) 3. Or some other logic?   Thanks! -JT- ... View more

Hi all,   I have a requirement to move agents into After Call Work (ACW) at the end of each outbound campaign call regardless of the result of the call. Currently agents will only move into ACW if the outbound call result is successful / connected and will move into Ready if the results is unsuccessful / not connected.   Can i make use this registry setting for this purpose? FYI, I'm using SIP dialer ;) https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/b_ucce_outbound_option_Release_11_6_1/b_ucce_outbound_option_Release_11_6_1_appendix_0111.html   Any other method to do so if the above is not possible?   Thanks! -JT- ... View more

Hi all,   Is there a way for UCCX-IVR to query/retrieve (DB / API) CUCM GlobalCallID and use it for Finesse screenpop / other purpose?   Thanks! -JT- ... View more

Hi all,   In my outbound configuration 1. I have created an Outbound layout in Finesse that will be displayed while previewing the record and I'm assigning this in ICM script 2. Once the agent Accepts the call, connects to the customer and connected back to the agent, the layout will change back to the Finesse default layout which is used for Inbound calls   Is there a way to maintain the original Outbound layout throughout the duration of the outbound process?   Thanks! -JT-  ... View more