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Wanted to start a discussion and get some guidance on using webex teams softphone for our contact center agents and see if anyone is doing this successfully. Our current remote agents use CIPC and we are looking for a replacement and it would normal...
We have always used a 3rd party reporting agent for analytics for our call centers. During our last upgrade to UCCX 11.6.2 the business and IT decided to drop the 3rd party reporting agent and use CUIC instead. There is one limitation that concerns...
Would like some input on what other UC members are using to integrate SalesForce (Cloud) with UCCX/Finesse. I will include all current software versions below. Our company recently purchased Salesforce CRM and are working on the build with a 3rd pa...
We are running UCCX version 10.6.1.11002-15 and have some questions about migrating agents from CAD to Finesse. I have been unable to find cisco guides/documentation that helps with answering some of the questions below. The questions below are bas...
Need some clarity on regions and audio codec preference lists with CUCM ver 11.5 and 8800 series devices. Without going into too much details we started doing additional testing when we noticed some failed recordings with our call recording server an...
So without that feature and upgrade there is no way for an agent in UCCX current versions to be able to float and use a deskphone and CSF/softphone unless it was a combination of IP communicator/deskphone with extension mobility? The key here is we a...
Jim: Thanks for the response and for the Cisco live video. Just to clarify in order for an agent to be able to float between WFH and in the office using a deskphone using an alternative softphone other than CIPC we would need to upgrade UCCX to 12.5...
This seems to have done the trick. Removing the reporting user role from a current user with supervisor role now limits the viability in CUIC to their team/agents only. It also seems to have resolved the issue of pulling data on all CUIC users when ...
Thank you both for your input. We will do some additional testing on our end to see if this helps resolve any of our issues. Sounds like it will since we do give supervisors reporting capabilities.
Below is TACs response, looks to only impact CTI adapters. Responded to get additional clarification on adapters integrated via the Finesse API. *****This is Bhushan from Cisco TAC and I have taken ownership of this SR since I had some familiarity wi...
