Contact Center

Using Finesse 10.5 in this scenarioCustomer --------------> IVR ------------> Agent ----transfer------> IVR hand-off**Once customer done PIN verification in IVR hand-off then the agent presses "Retreive" button on Finesse CTI call control to retreive...

Hi,I am facing Bad Request 400 Error in http-bind/ on Non-gadget. I could not connect to finesse xmpp bosh in IE which greater than version 8. But it works in IE8, Chrome, Safari, Firefox. Because of this, I am not receiving the change events in Non ...

Hi,My objective is to translate a CCX Script in a Call Studio script and I'm not sure on the way to do with "Get/Send Enterprise Call Info" functionnality with Call Studio.1) Get data from ICMI'm working with an ICM script that calls a CVP Script. I ...

Hi, I'm working on CVP 10.5. I want to route my call studio flow to a special menu after a period of time, for example after 60 seconds i want to prompt a special audio. But my call wont be ended, will continue after 60 seconds as well. Is it possibl...

Is there a way to present other call variable to the agent during the Reservation call other than AccountNumber, BuddyName, and CampaignName?  For example, the outbound dialer import file has the fields LastName, FirstName, AccountNumber, City, and S...

Hi Team, I'm experiencing some difficulty on my CUIC reporting. I'm trying to create a report that can shoe the HandleTime on this format. hh:mm:sec. I also Would like to see the SL Total,. Please let me know if you can help. Here is My Custom Report...

The stock 11.0 report definition "RD Agent" includes a formula field for Duration. The formula being used for that field is:DURATION(${agent.agentMRDs.dateTimeLastStateChange})When I attempt to recreate this field in my own custom report definition, ...

TAC has referred me to come here for assistance.  the following is what I am trying to do I hope I am explaining my needs correctly.I am trying to create a report that will output file with the following information with no headers and in the order l...