For what its worth, Calabrio has posted a field notice on their success center regarding this open issue.   https://success.calabrio.com/s/article/Windows-10-and-WebM-Playback-Field-Notice ... View more

For what it's worth, I am also running into this problem.   UCCX 11.6(2) QM 11.5(1)SR6 RecordingControlsGadget ships with Finesse 10.0 JS Library and returns 401 -- Using Finesse 11.6(2) JS Library off the UCCX server returns 401 -- Using Finesse 10.5 JS Library is successful   Let me know if you want to look at my setup. ... View more

The Cisco stance on that is, if the ES is posted to cisco.com, you should be running it. ES3 is the current one as of today. Also, do check your cpu load and let us know if something is running high. Have you opened a TAC case? ... View more

Thanks for the mention Jon, that was an interesting time in my life! I would suggest OP use the show process cpu load num 5 CLI command to see if the SocketIO process is pegged. (or what process, if any, is) Also, just because the browser name, and or version is listed as supported, doesn't guarantee you any success. Just ask the people facing the current Chrome Tab Discarding issue, or the previous Chrome 67 issue, or the FireFox weak diffie helmen issue a few years back. Also, IE can be a little sneaky about when and how it implements Compatibility mode. Unfortunately, there's no straight forward way to know, centrally from UCCX, whether or not the Agents are connecting with a particular browser, version, or setting enabled. You could get every Agent to click the Send Error Report button in Finesse, and then scrape the data from the server, or you could write a custom gadget to do it automatically. Outside of that, I'm not sure how you would figure out what people are using to connect to Finesse.   EDIT: Actually, I just noticed the following command was introduced in 11.5(1)SU1 "show uccx livedata connections" which shows total long polling connections to Live Data.  And for some reason, in the same version they introduced that command, they also disabled HTTP long polling, so the value should always be 0.   Looks like this: admin:show uccx livedata connections Server Status: Active Client Count: 51 (polling: 0) Command successful. ... View more

Old thread, but wanted to reply, since I just ran into this on 11.5(1)SU5   If you read the data dictionary, it states that if "Use System Defaults" is set across the board for a relationship, that the record in the regionmatrix table should be deleted.   Therefore, the command would be: run sql delete from regionmatrix where <your limiting clause here>   Now, you want to make sure you're only modifying the relationships which you intend to, and a slip up on the where clause could result in your defaulting every single relationship in the system.   If you want to default just a single relationship, then you might do this: ! Get the PKID in the regionmatrix table where your two regions have a relationship run sql select pkid from regionmatrix where (fkregion_a = (select pkid from region where name = 'test1') and fkregion_b = (select pkid from region where name = 'test2')) or (fkregion_a = (select pkid from region where name = 'test2') and fkregion_b = (select pkid from region where name = 'test1')) ! Then use the output of that command to remove the relationship from the table run sql delete from regionmatrix where pkid = '<the value from the previous command>'   If you were instead defaulting multiple relationships to a single region, then actually, I would suggest using the same method as above, but once for each relationship.   Now, if you wanted to default all relationships that a single region has, then you might do this: ! Get your region's PKID run sql select pkid from region where name = 'test1' ! Remove the records from regionmatrix where this region is involved (can be either region_a or region_b) run sql delete from regionmatrix where fkregion_a = '<the value from the previous command>' or fkregion_b = '<the value from the previous command>'   And lastly, if you're trying to depopulate the entire region matrix, so that every region relationship defaults to using the system defaults, then you'd do this: run sql delete from region matrix    You could get a little fancier and perhaps do some of these in a single command, but I like the separation of the two. ... View more

I'm pretty certain your customizations to Finesse are limited to the containers (aka Gadgets) and you will not be able to customize the background, for example. You can however roll your own Finesse-like web app, utilzing the Finesse APIs. There is even a sample application to get you started. https://github.com/CiscoDevNet/finesse-sample-code/tree/master/NonGadgetSample ... View more

Just to be clear, from your system's perspective, the call path is the same for both the cell phone call, and the landline call? E.g., PSTN > Voice Gateway > CUCM > UCCX > Agent If so, then your issue is likely on the voice gateway, but without know what protocols you're running, it would be hard to say. Either way, I doubt the issue is going to be resolved in the UCCX application, more likely it will be VGW or CUCM, and so you might have better luck in the IP Telephony forum. ... View more

Stay cautious of running undocumented scenarios. The below link crippled a contact center I worked on, all just because the agents were using an undocumented browser version. https://community.cisco.com/t5/contact-center/uccx-11-finesse-live-data-socketio-high-cpu-and-ie9/td-p/3576014 ... View more

I agree with David here. UCCX is a great application with many strengths, but handling multiple contacts in the same script is not one of them. If only Cisco allowed us to connect two Active Contacts together. I.e., Connect the Triggering Contact with a Place Call step Contact. ... View more

In the script editor, place the Set Contact Info step, inside the Successful branch of your transfer step, and mark the call as Handled. This is not only a good practice, it is in fact a benefit to the system to do so: "When transfering to another application, mark the call as handled using the Set Contact Info step. Not doing so will result in a delay of 5 seconds as additional internal events have to be handled for the call." Source: https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/guide/EditorSeriesVol2.pdf ... View more

It might be possible.  Try to shove a dequeue step in between the select resource and connect steps, like so.   Select Resource Successful wait = Get Reporting Statistics (Current Wait Duration) If (wait >= threshold) True Dequeue Goto Do Something Else False Connect Successful End ... View more

I have no idea. This is either a defect, or a core configuration change to your environment for how DTMF is negotiated and MTPs inserted. Either way, it's probably outside of the scope of UCCX. I.e., There's not going to be a setting in UCCX you need to change to make this work. It's going to be in CUCM and/or your Voice Gateway. It might be better to post this in the IP Telephony forum. For starters though, you'll need to determine what DTMF relay mechanism is in play before the transfer attempt, and then what relay mechanism is negotiated after. And whether or not an MTP/XCODER is being inserted to help out with a mismatch of media capabilities. For your reference, UCCX will only work with call legs which negotiate Out of Band DTMF (such as: H245 alpha, SIP KPML, MGCP, SCCP, etc.). too many times I see people with either their dial-peers on their voice gateway, or the SIP trunk in CUCM to their voice gateway hard coded/limited to RFC2833/RTP-NTE, and they don't realize how that's bad. You should always try to include one OOB option with your inband option, and your SIP trunk should always be No Preference. ... View more