Contact Center

Hi,We are starting to design a Agent FrontEnd integrating a customer internal CRM with UCCE 11.5 (With EIM and WIM).From the documentation (Finesse API) it seams that we are able to deal with Chat/Email interactions using Media API but i could not fi...

Does anyone have a gadget working under the sandbox they can share?I know the sandbox is version 10.6 of finesse and I have tried modifying the xml to take the absolute url as well as just out of the box and put the files in the 3rd party library to ...

simply i want to know 1) what is the differences between the query params in these two gadgets                        <gadget>/3rdpartygadget/files/TaskManagementGadget.xml?mrdid=5000&mrdname=TaskType1&maxdialogs=5&interruptAction=ACCEPT&dialogLogout...

Dears,I am working on a UCCE environment version 9.0. We need to create a report in CUIC that shows the calls offered to specific call types. We have tried two options, the first one based on Route_Call_Detail table and the other based on the Call_...

Hello,I have tried to invoke web service through call studio element facing null pointer exception while updating the updateApp.bat. I tried to debug the issue, but couldn't find much information. Then I decided to configure web service element throu...

Hello everybody,We need to check that is possible to add some functionality to Finessa version 10.5 (1) We need to add "answering machine" button. When the agent receive a call he could mark it as "answering machine" with call result 12 If it is poss...

I have a report customization question.while we cut over our whole UCCE platform to 10.5 on August, we started to use CUIC (v11.0) as reporting tool to replace webview. And EIM as a new component was integrated into our ucce platform. A big issue her...

Hi experts, Please advise me, Our incoming call is connect to IVR. We want to know, how many users connected OUR IVR and how many click number 1 BUTTON, number 2 button etc., If you have any solution and any idea please share it.many thanks.