Have you had a chance to check the logs. What exception it's giving? Sometimes this error occurs when there is a duplicate entry in the table. So, go through the logs and find what is the exception its giving. ... View more

Hi, Is your social minor version is compatible with UCCX?   It should be on the same major release as UCCX. Unknown error may occur when you try to integrate non compatible versions. Check here for compatibility matrix for UCCX to verify the compatibility based on your service release https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html   Regards, Anusha B R ... View more

Hi, Tryout below steps,  1. Clear the IE Cache and restart the Internet Explorer.   2. Once done, log in the agent. If the issue persists, restart the agent desktop.  HTH! Regards, Anusha B R ... View more

Hi, Check in the below document, that would help you. http://labs.wrprojects.com/configuring-a-cisco-9951-phone-for-asterisk/ Regards, Anusha B R ... View more

Hi, Find below compatibility document for UCCX compatibility matrix. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/uccxcompat12_0_1.html Navigate to "Platform" section and check for JDK version. HTH! Regards, Anusha B R ... View more

Hey Esto, I found one related community forum link. Go through the content, that would shred some light. https://community.cisco.com/t5/contact-center/finesse-threshold-alerts/td-p/3219706 Regards, Anusha B R ... View more

Hi, Check if all the required service are active and running. Try restarting the TOMCAT service. Sometimes restarting the services solves the issue. Regards, Anusha B R ... View more

Hi, Is the call pick time you are referring here is nothing but "No answer ring limit"? No answer ring limit - Defines the number of times the software allows a dialed telephone number to ring. Enter the maximum number of rings allowed. The length of one ring is specified at the dialer level in the TimeToRingCustomer registry entry. Default = 4. Note: The default behavior is to allow calls to ring for 32 seconds (No answer ring limit - 4, TimeToRingCustomer key - 8 seconds). Assuming the default 8 second TimeToRingCustomer key is used, setting the "No answer ring limit" to the minimum 2 rings meets 15-second ring-time requirements. Regards, Anusha B R ... View more

Also, try doing below if not already done. Login to CCX App Admin as an administrator.  Go to the Tools menu across the top then to User Management.Find the user you are looking for and add the supervisor capability. Regards, Anusha  B R ... View more

Hi, Complete these steps in order to resolve this issue: 1. Make sure that you type the user ID correctly. User IDs are case sensitive. 2. Verify that you use the correct Cisco CallManager password. 3. Make sure that the RM JTAPI user ID is configured as a member of the Standard CTI Enabled user group. 4. If the problem is still not resolved, try to stop and restart the Cisco Desktop Sync Server service.   Note1: If the agent gets the error message You cannot change to Ready state while the phone is out of service. Other agent states are available after logging in or if the agent gets logged out many times, restart the CTI manager service in order to resolve the issue. Note2: If the agents cannot login and the MIVR logs marks db_cra as suspect, then the issue is due to the corrupted database. In this situation, you need to re−install CRS to replace the corrupted database that does not start. HTH! Regards, Anusha B R ... View more

Hi, Try checking if all the required services are running. If possible restart CTI Manager service and then try to login. ... View more

Hi, There is no Delete Group operation.  Instead, delete all the contacts in the group, and the group should automatically be deleted after you've deleted the last contact in it.  You may have to restart your client to see the change. Delete all contacts -> restart your client -> then check if the contact group is deleted. Regards, Anusha B R ... View more

Hi Version details in the below provided document for IVR protocol is as follows, https://devnet-filemedia-download.s3.amazonaws.com/1cca72f1-2fa9-415a-9b67-e481993d788d/IVR%20PG%20Protocol.pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAXOWDCPZVVCGUYIRZ%2F20191111%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20191111T130132Z&X-Amz-Expires=900&X-Amz-SignedHeaders=host&X-Amz-Signature=4fba91778aeb94b23f21a0f184f346c5a480b46349ea4514dfe1d2e6549072ad   Document Version Number: 5.0b Document Revision Date: May-2014 Protocol Version: 8 ICM Version: 10.5 Hope that clears your doubt.   Regards, Anusha B R ... View more