Overview A common reporting requirement in UCCE/PCCE environment is how to report calls released by Agents or Customers. This report is available with UCCX, while ICM, which is the routing engine of UCCE, does not contain this detail. The Termination...
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How to capture utterances in audio(using nuance), save and check if its more than 5 sec and make webservice request.We cant use Record element since its just like VoiceMail which doesn't have ability to integrate with Nuance ASR/TTS.
Out customer want to change the cisco logo and some words in the desktop webpage, see the following picture, can finesse support this change ? if can , how can i do it?
Hi team, A customer with CCX 11.6 want to use a finesse for supervisors to monitor agentes and change skills in the same Windows. Does anybody know how to configured the XML gadgets to have the same function as in admin url as supervisor to assign ...
I am wondering whether I could add a "actual call duration" column to the Team Performance module. Currently the Team Performance only shows the duration of the current state so if an agent is on a 50 minute call, it won't show that if they have pla...
Hello, I want to make simple 3rd party gadget with just Agents ready number - similar to QueueStatistics, but just agents ready state in queue. I tried getQueues(), but it shows me just [object Object] and I am not able to read data from that. When...
Hi I have utilised the customer-chat-sample provided from the Tools and Samples section in Cisco DevNet page https://developer.cisco.com/site/socialminer/documentation/index.gsp. However I have re-written this sample in PHP because our we...
Dears, I am trying to create a report (Unique Abandoned Report) that shows only the abandoned calls where the callers didn't call again in the same day and got their calls answered. Abandoned Calls Query: select ANI from Route_Call_Detail where Date...
Hello, I use Finesse Cisco Finesse 11.5 API. When I want to send a action "transfer_sst" by those params: { method: 'PUT', url: 'http://finesse2.cc.tel.mcra.fr/finesse/api/Dialog/352345030', headers: { 'Content-Type': 'application/xml', Authorization...
Hi,We have another issue, when call comes, we observed the welcome greeting message is truncated some part. Its not happening always.What could be the issue?Thanks,
Hello, I am working with the UCCE 10.5 API, and it appears that after any agent update operation, the PeripheralName field of the affected agent is cleared out in the Agents table in ICM. PeripheralName does not appear to be available as an update-...
Hello, We have an issue when trying to establish a client application connection to UCCE.After sending out an OPEN_REQ, we are getting back a FAILURE_CONF with status '88':'E_CTI_INVALID_MR_DOMAIN Media Routing Domain is invalid'. Media Routing Do...
is there a way to get the following stat displayed on finesse, am more interested in seeing the CSQ the call is coming from when the agent goes to talking, please see below. This is not available on finesse
Hi All - In 11.6 Agent able to make call using "Makecall" option in Finesse while he is in ready state, however when we call "MakeCall"API Method during ready state from my gadgets it is not working. is there any other configuration required to do ma...
i have added CuIC gadget on finesse, problem is if you see in the attachment, when i click on the reports it doesn't show the reports on the right pane like it does when opened on a browser and because of that if you see the circled area, it is a ver...
