Contact Center

For a use Case, we are interested to use Event Cause field that comes with Call Established event.When an agent makes an outbound call using CTI, We want to use Event Cause in Call Established Message to detect if the call is picked by Live Person, V...

Hi, I am using finesse restful services, I the following scenario, fromAddress, DNIS and startTime is missing in dialog XML packet.Deployment: UCCXVersion: 11.5Scenario: The agent is logged out. The extension is working (IP Phone is working)Dialled a...

Hi,I'm trying to create a custom report for UCCX 10.5.I connected the development-CUIC (also 10.5) installation to the UCCX database and created a report definition and a report. I exported the report and imported it to UCCX. This was working.Then I ...

Option DTMF Key * (asterisk) isn't work in menu:A VoiceXML error occurred of type "error.unsupported.format": Grammar not supported CVP Logs:3_Option_Menu_01,element,error,error.unsupported.format: Grammar not supportedCVP 11.6(1) with VVB. How to fi...

Hi  All,I want to get some guidance on the suggested implementation for the following. I've got a global .NET service that needs to relay messaging to about 5000 individual Finesse 10.5 Agents. I believe there are many ways to do this, but wanted to ...

Hi,I have a chat hit a finesse agent which comes from UCCX/SocialMiner. I am writing a finesse gadget and I am having trouble getting access to the dialogs, using user.getDialogs. Is there another method I should be using to get the chat dialogs. The...

Good afternoon, How can I record all incoming call center calls automatically?  Do I need 3rd party product or can I do it within UCCX?   and also, will it effect any stress load to UCCX server by recording all call center calls? We are currently uti...

I've got a gadget that I've built that will trigger a call to a set number when the button is clicked by an agent. I'm having issues though with the button push not then triggering any action from the event.The gadget is rendered in the agent window,...