I have a call center that  at one time was using Cisco Finesse and the manager didn't like it so I moved them to a hunt group. Now after a year of the hunt group they want to move back to the UCCX environment but they want different MOH than everyone else. So what I did was created a new call control group just for this group of users and assigned the MOH that they want and assigned that to the trigger. So to test it out  I logged into Finesse and I made sure that I'm the only agent logged into the queue. I call the contact center phone number from my cell phone and I get 1 ring in my ear and then it goes right to a greeting saying. "All of our representatives are assisting other callers at this time. Your call is very important to us so please stay on the line and your call will be handled in the order it was received”. At that point I accept the call on my IP phone, then I call the contact center number from my other test phone and of course by me being the only agent logged in I'm on hold and the message says "All customer service representatives are currently assisting other customers please hold for the next representative”. That's what I expect to get and then I should have the MOH, but Instead of MOH I get "All of our representatives are assisting other callers at this time. Your call is very important to us so please stay on the line and your call will be handled in the order it was received”. Then I get MOH. So I want to get rid of the second message and have the MOH play instead what should I do to fix this.       ... View more

Recently I've been getting more and more people complaining about calls disconnecting. The users are saying that they will be on a call from about 10min to 30min and the calls just drops and they get a fast busy. I wanted to know has anyone seen this before and thanks in advance for the help. Eric   ... View more

Hi Everyone I have an issue that I'v been working on with TAC and Level 3 for about 2 weeks and I really need to get this fixed for this user. I have an IVR that I setup for him and everything works fine except when users press on option like say 1, they get a small piece of MoH about 2 seconds and then dead air until the other end picks up, they aren't getting any ring back.I'm going to attach the log files from the CUBE and if someone can look at this and tell me what they think is causing this I would greatly appreciate it and thanks in advance. From CUBE perspective:   CUBE incoming: Call-ID: 1461716728_71036257@8.45.217.85     CUBE outgoing(transferred): Call-ID: 8BBA7387-96B411E9-AF74D144-F6C3A48A@172.16.100.13   Calling Number=(469)203-9813 Called Number=(817)287-2075   ... View more

Hi Everyone I had an issue yesterday where my primary node went down and users who weren't logged in couldn't access the Finesse web page when they came back from lunch. I didn't know that when the primary node goes down that users who aren't logged in aren't automatically failed over to the second sever. Anthony explained that the easiest way is to publish links to access Finesse from both servers. So of course the primary is back up now and the link for Finesse works fine, but when I copy and past the link for the second node it keeps redirecting me back to the link for the primary node. Will the secondary link only work if the primary link is broken or is there something else that I need to do on the second node to make the link work.   Eric ... View more

I have a quick question, we have redundant UCCX servers and a few moments ago the master went down and no one could log into Finesse. Shouldn't the slave have taken over and allow the user to still log into Finesse, my manager asked me why didn't this happen and I wanted to find out for him.   Eric ... View more