Don't mess with that Menu node... it's garbage You need to learn CVP microapps. I attached some notes on Microapps as well as provide a link below for scripting with CVP   https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_11_0_1/maintenance/Guide/PCCE_BK_PE72BBDB_00_pcce-admin-config-guide-11-0/PCCE_BK_PE72BBDB_00_pcce-admin-config-guide-11-0_chapter_010100.pdf ... View more

No, still the old interface   ... View more

Lots of different ways to do this... here's one way min(value(if(SkillGroup.%1%.Avail>=1,0,ValidValue(trunc(((SkillGroup.%1%.RouterCallsQNow+1)*(ValidValue(SkillGroup.%1%.AvgHandledCallsTimeTo5,600)/if(SkillGroup.%1%.LoggedOn>=1,SkillGroup.%1%.Ready,.01)))),50000))),value(if(SkillGroup.%2%.Avail>=1,0,ValidValue(trunc(((SkillGroup.%2%.RouterCallsQNow+1)*(ValidValue(SkillGroup.%2%.AvgHandledCallsTimeTo5,600)/if(SkillGroup.%2%.LoggedOn>=1,SkillGroup.%2%.Ready,.01)))),50000))),value(if(SkillGroup.%3%.Avail>=1,0,ValidValue(trunc(((SkillGroup.%3%.RouterCallsQNow+1)*(ValidValue(SkillGroup.%3%.AvgHandledCallsTimeTo5,600)/if(SkillGroup.%3%.LoggedOn>=1,SkillGroup.%3%.Ready,.01)))),50000)))) Save this as a custom function... this is specifically looking for three skill groups... you can add or remove to make this work for the script you're placing this in. If it's only one skill group, you can do this: min(value(if(SkillGroup.%1%.Avail>=1,0,ValidValue(trunc(((SkillGroup.%1%.RouterCallsQNow+1)*(ValidValue(SkillGroup.%1%.AvgHandledCallsTimeTo5,600)/if(SkillGroup.%1%.LoggedOn>=1,SkillGroup.%1%.Ready,.01)))),50000))) ... View more

Hi Denise... thanks for replying. I was wondering if the value for the call variable can be written to the CCE database... whether it's the Logger or HDS. ... View more

In CUIC 12, the legacy interface is gone and replaced with the new fancy one. Finesse 12 and ECE have had their interfaces updated as well. ... View more

Yes, this can be done. Here's what I would do... Add a Branch node and use regular expressions to read the subject line and make a determination if it requires a subject line change. So if the subject line has the customers ESSN, you'll probably want to have several conditions, one for each country in the EU. So if we take Belgium, which is 11 digits long without spaces or delimiters, your condition tab should have something like this... Object: Email Attribute: Subject Operator: Matches Value: [0-9]{11} The [0-9]{11} is the regular expression. Now if there are spaces or delimiters, you would have to modify your regular expression. If the condition is TRUE, go to the TRUE tab and what I would do is the following: Object: Activity Name: Description Type: Constant Value: GDPR (This can be whatever you want it to be) So we can now route emails to a different node in the workflow based on whether or not the condition has been met. The true branch of the Branch node will then go to a Modify Object node, and the false branch will go to wherever you need it to go. In the Modify Object node, Make sure to select on the Condition tab This rule is always true. Over on the True tab... Object: Email Name: Subject Type: Constant Value: (whatever you want) So the Branch Node helps you identity which emails should have its subject changed, and the Modify Object node does the actual changing of the subject line. ... View more

The /all switch is the replication process telling the Logger to copy down all the historical data from its database. The fact that you see it on one of the Distributor servers but not the other is perfectly normal, out-of-box install. Do not add the /all to the other distributor - it's unnecessary.   You shouldn't use the Recovery table as a baseline to see if the recovery keys are healthy, which in turn shows a healthy replicated contact center. In my opinion, it is much better to query TCD, especially if you're migrating a database over, like you would do during an upgrade. Run the query below, simultaneously (the best that you can), on both HDS and both Logger databases. The DateTime and RecoveryKey values should match or be very very close between all four databases.   select max(DateTime) from t_Termination_Call_Detail select max(RecoveryKey) from t_Termination_Call_Detail ... View more

What you're seeing are either calls being placed on hold or the call being in a conference. Talk Time does not include IVR treatment ... View more

@NaguuCisco wrote: But i need for Manual outbound calls not for Inbound. Depending on your recording solution (Verint, Calabrio, etc..), they should have an API available for you to call on. The best way to go about this is to create a button in Finesse that when clicked, can interact with the API. ... View more

It's not a CUIC report, but you can run this SQL Query if your Reporting Interval is 30 minutes SELECT DateTime,SUM(MaxCallsInProgress) MaxCallsInProgress FROM dbo.Peripheral_Half_Hour WHERE DateTime BETWEEN '2019-02-13 01:01' AND '2019-02-13 15:30' AND PeripheralID LIKE'%' GROUP BY DateTime Or run this SQL Query if your Reporting Interval is 15 minutes SELECT DateTime,SUM(MaxCallsInProgress) MaxCallsInProgress FROM dbo.Peripheral_Interval WHERE DateTime BETWEEN '2018-07-21 01:00' AND '2018-07-21 19:30' AND PeripheralID LIKE '%' GROUP BY DateTime Obviously, you'll want to change the dates ... View more

Finesse 12 will allow you to do most of that ... View more

If the Attributes feeding your Precision Queues are setup for proficiency, then simply give Agent 1 a higher proficiency than Agent 2. Also, in the routing script, you will want give a higher priority value to PQ1 over PQ2 using the Queue Priority node (lower the number, the higher the priority) to help ensure that PQ1 calls route to an agent from the queue faster than PQ2 calls. ... View more

The format you have is correct, but is ipcc really your domain or is that just an example? If you need to get past this screen but the domain credentials aren't working, you can use <HOSTNAME>\Administrator. Once the install is complete, you'll have to go to the Cisco windows service and have it run as a domain user with the pre-windows 2000 format (domain\user) ... View more