Hi EveryoneOur help desk agents were allowed to work from home on Xmas Eve and they told me this morning that Finesse kept disconnecting alot. I wanted to know has anyone seen this before and what can I try to fix the issue for them for the next time...
Forum Posts
Hi All we try to custom call variable layout finesse on PCCE, we followed to guide in the document finesse Chapter: Manage Call Variables Layouts,but we don't succeed to used custom call variable layout for the incoming call.Below this my configurati...
Trying to integrate a basic IVR survey in Quality Management with CCX and the call identifier is 'Associated Call ID', which seems to only reside in Quality Management. The logic and sequence is below and I'm using CCX version 12.0.1 and latest versi...
Resolved! Using REST step in scripts
A common requirement in contact centers is to allow a supervisor to manually close the queue. The typical approach I see is to create an XML file that stores the state of the queue. When someone calls the contact center, the script reads the XML fi...
Hi All, We are running PCCE 11.6.x and we enabled Auto answer with Headset for all the agents. We have 1 local and 2 remote sites. Local site agents are using hard phone and remote agents are using soft phone (jabber client 11.8.5.54376).After en...
We have had a recurring issue with just one user where the Finesse window will, seemingly at random, display no modules and we find they have been logged out after refreshing the window. It does not appear they are doing anything specific each time t...
Hi Everyone I have some problems with live data CUIC 11.6 "Recent State History" the reason agents like not ready not appear in reporting so this problem to in finesse gadget live data. does anyone know why it could be like that??I already download t...
Dears,Is there a way in UCCX to prioritize Chats over Calls in case agents handle both voice calls as well as chat requests.Thank you,Lara
Hi Team, I am facing one issue while access the file in FTP server.Our requirements is Copy the file and create folder placed over there for every call , i placed this custom element after record with confirm elements. when i tired with main method i...
Hi Team, Could anybody explain the difference between CallsRONA and RONA. I tried various scenarios where I removed Calls Re query Node and also disable the Target Re-query on the PQ node and tested the RONA scenarios but only the RONA field was gett...
Resolved! How to create agent in UCCE?
Hey experts, i previously shifted myself from UCCX to UCCE am studying UCCE SRND so recently i was trying to create agent for finesse on UCCE but everything on UCCE is different on UCCX we can simply go to cucm and create extentsion then we can assoc...
Hey, i just jump from UCCX to UCCE i installed AD and and on other VM machine i installed SQL SERVER and ICM 10.0, i configure Domain Manager on that but after that whenever i open Domain Manger Window i get validation error complete error attach dow...
Hi, What if I schedule the current CCNA and do not have time to take it until it's superseded on 23rd of Feb? could I just cancel it 24hours in advance like it is permitted now or not? does any rescheduling would count towards the new exam? what are ...
From time to time we are seeing this? Duplicates in Finesse. Any idea why this would be happening and a resolution?
Hello!, I am new to UCCE and would like to know how to view calls based on a PG and the agents that are logged in to that PG?Is there a tool apart from CUIC for this? If yes please let me know what it is. If no, let me know the report that can be pul...
