Contact Center

Hi folks, I have implemented UCCE v11.0.1 with Finesse 11.0.1. I have client requirement of integrating Finesse into their CRM software using Finesse API. They stood with their requirement of using FAC (Force Authorization Code) for making outbound ...

Hi friends,Am installing Finesse v10 in lab for learning and is in domain. Does it require license to work...? Finesse is showing out of service under Team Resources.  regards,Ritesh Desai 

I have configured DHCP Server in CUCM , My ip phones and computer both get ip address from CUCM Server , I have computer where I installed Issue tracker setup .Now, I want to Mac Bind its Ip address in CUCM . How it is possible , please help me in th...

Where can I find the details of the calls waiting in the queue to be answered in realtime (or as close to as possible)? In Call_Type_Real_Time the RouterLongestCallQ tells us the time in seconds for the longest waiting.  I want to know the wait time...

Hi, We have a customer that uses UCCX 10.5 and has finesse with CUIC for reporting Customer asks to create a dashboard for the agents where they can see the abandoned calls for their skill/CSQ and not as a summary, but the number of the customer call...

HI. Can anyone provide concrete answer? The UCCE SRND 10.X say - "You can add a maximum of 50 agents per team. You can add a maximum of ten supervisors per team." My question is does that mean no more than 10 "logged in" supervisors?  Or does that ...

Hi All,We have Cisco UCCE 9.x environment with two Agent PG pair. Now planning to add another CUCM PIM to an existing MR PG. Can you please let me know if following can be done?1. Configure PG3 (MR PG) server as Generic-PG and add CUCM PIM along with...

We have implemented custom element using Cisco CVP. We are able to achieve logging using audium addtolog function. But We need to know how we can use log4j for logging in our custom java classes. Do we need to modify logging.properties or log4j.xml b...

Hi, I need to know what are the relevant logs and how can they be collected in a ICM environment. 1. Router/Logger 2. PG logs 3. CTI OS logs 4. CVP logs(Call server logs) 5. Gateway logs 6. Any other relevant logs I am currently having issue where m...

Hi, Is it possible for finesse agent to login into finesse portal with their ID, Password, Extension which then automatically signs into their IP Phone on their desk? Meaning there is only 1 step sign in, signing into finesse = ip phone login Appre...

Hello all!Want to implement Outbound direct preview option in UCCX 10.5. Noticed that outbound contacts do not show up in outbound queue (CSQ) in Supervisor desktop.Is it a normal behaviour that we can't see real queue (number of contacts) for outbou...

Guy, Gals,I've written a script that allows our business unit leaders to change messages that play during the ICM call flow and also enable or disable these messages. The problem I have is that I am requiring the calllers to do their thing and then p...