Working on a UCCX v11.6 script where we provide menu options to callers and each of those option call redirects out to external phone numbers. Calling into the  script and choosing from the menu works just fine but when it call redirects and fails we try to point it back to the menu for other options but it's not able to recognize DTMF anymore. I am using an Extended Get Digit String instead of a Menu as the menu options are dynamic based on DB dips into customer records although I don't think that would matter. Any ideas why the script won't take DTMF tones after the Call Redirect fails? TIA. ... View more

Customer is pulling two different reports – Application Summary Report and Contact Service Queue Activity Report. They are trying to match up the numbers between the two reports. I do understand CSQ is only a part of the application so typically the stats would be lower than Application level reports. A sample report has been pulled for both and is shown below using the exact date and time range:   Application Summary Report         Called Number Calls Presented Flow-In Flow-Out Calls Handled Calls Abandoned 1234 169 0 19 126 43             Contact Service Queue Activity Report       Calls Presented Calls Handled Calls Abandoned Calls Dequeued Calls Handled By Other   140 107 11 22 0                                                   The UCCX script for this application is configured where we use a Dequeue step when voicemail option is chosen and then do a Call Redirect and Set Call as Handled when it  gets routed to the voicemail system successfully. Based on the reports pulled above, the Calls Dequeued in the CSQ Activity Report represent this number (22) and the Flow-Out is the one for the Application Summary Report (19). However, why are the Calls Dequeued higher than the Flow-Out? Can you kindly advise what calculation/formula is used between the two fields? Or perhaps there's certain scenarios that skew the stats? Just wanted to understand the difference and what calculation is used. TIA   Snippet/screenshot of the UCCX script attached...   ... View more

Got a customer running CCX 10.6 and there was an "ask" if it's possible to merge two of the default tabs in the Finesse Supervisor Desktop layout- Manage Team and Queue Data. They don't want to keep selecting between the two tabs to see the data. I'm not a programmer but it seems you can do minor tweaks to the Desktop XML layout?  Additionally, any issues/restrictions combining these two tabs into one? TIA. ... View more

Have a new CCX 10 and looking at integrating Nuance Vocalizer TTS (with Nuance Speech Server) to it. Trying to understand if Apache httpd is needed for this integration or is that only if you are also installing ASR. TIA. ... View more