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This is a good resource to aid your understanding of the architecture and hierarchy surrounding UCCE and Finesse.UCCE & Finesse Architecture Hope this helps.
Is a hunt group in use for the IVR to reach the internal extensions? CFA settings on individual extensions are ignored if a call comes via a hunt group. They do work, of course, if calling extensions directly.It might be worth exploring the use of Si...
I think the challenge here (although I could be wrong) is that Custom Business Days get treated the same as Business Hours as far as the 'Calendar' step in the script is concerned, so they can't be differentiated by the script. I agree that it would ...
There's a report within Cisco Unified Intelligence Center (CUIC) called 'Application Performance Analysis Report'. This report details the number of calls presented, calls handled and calls abandoned for each application in use on UCCX.I have schedul...
