Contact Center

Resolved! Automatic ready after making outgoing call

Hi, We try to get our agents to make outgoing calls through the CRM system, we should be able to set an agent to ready when agent disconnects using a button on the CRM system. It should be programmable with the REST API's There are situations where f...

UCCX Outbound (Direct Preview)

Hi, I have configured outbound dialing with direct preview. I am using UCCX 10.6 What I have seen is that I create a new campaign, upload a list and then not always it is working. When I check I see the contacts as retry, and the agent is ready but ...

CVP-CUCM SIP 503 - Service unavailable.

Hi folks, Am facing the same issue. Unable to trace the root cause. Can someone help to trace the problem. Am having contact center environment where Inbound calls to Agents coming from PSTN are getting into RESERVED state on Cisco Finesse desktop. A...

ECC variables in UCCE

Hi folks, In UCCE11 Lab setup, am trying to display Customer Name and information on Cisco Finesse Agent desktop. Is it possible to create ECC variable with name "user.ecc.CustomerName" Do I need I need to add ECC variable in ICM? Can we pass Custome...

Resolved! Utilizing Get and Set Enterprise Call Info

I need some expert help in answering a very simple question. I have different parameters that will be presented throughout the script. I'm trying to figure out if I set parameters for one group but then that group is not logged in can I set the par...

CCX 11.5 Finesse IPPA - Queue stats?

Hello, IPPA works fine. I am searching for configuration options. Would like for it to show Queue stats: Call Waiting, Longest Waiting... Is this possible? I was told there was a CLI setting but cannot locate one. Thanks, Eddie

Resolved! CCX Data Source ODBC connection

I am staging CCX 11.5 and I would like to configure a Data Source that is currently in use on the production CCX cluster. Can anyone confirm if this is possible? And what the limitations might be. Is it possible for 2 UCCX clusters to use the s...

Resolved! IPCCX 10.6 Agent update issue

Since we upgrade a IPCCX system from 10.6 to 10.6 (1) SU2 and upgrade all agents it is a fairly common occurrence that the agent software says there is a newer version available and must be updated. The cust update the Systems again but after few da...

call studio question

Hello.I have a customer who has some questions regarding any limits on a call studio script as below.1. any limit on number of elements in a page within a project2. any script size limit per callI tried to find the related information, but failed to ...

Not able to find email and chat default gadget in finesse ver 11.0.1

Dear All, Finesse ver 11.0.1 will support cisco EIM WIM default gadget or not ? I can able to find UCCX not in UCCE . Please advise where we can find the default gadget for email and chat link.

CVP 11 Studio - Application Name's appearing as "app.callflow"

Has anyone seen the same issue on CVP Studio 11.0?I assume a straight forward bug, but if anyone knows of a workaround?Example screen below with 3 studio apps open.But the tabs across all 3 are "app.callflow"i.e. difficult to swap between various app...

UCCX Voice Prompt Recording Script

UCCX 10.6.1 We have a voice prompt script that when we authenticate the user the variable strings adds digits to the input. Example, The password is 12345# The Variable shows 11223 (note Input Length is set to 5 digits) We have ensured the user and ...

Resolved! CCX - How to get a file from a network drive.

Looking for guidance on how to bring an xml file from a share drive to use in my application. I also need to write an xml file an upload it to the same drive. John B.

CUIC Report

Hello Everyone. We are using UCCX 10.6,i need some information on CUIC report. Is there any report from which we can come to know the call was disconnected from customer or customer support executive post recieving the call. Regards, Vimal