We are using UCCE 12.5.Our call centre operates 24/7 and, for the sake of argument, we have two attributes A and B, along with two PQs, PQ1 and PQ2.Calls to PQ1 are preferentially routed to agents with attribute A. If none are available, then an agen...
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We got the license from licensing team but we found the issue about the license. Calabrio Workforce as attached screenshot. There is no license button to upload the license file. I’ve just checked with manual, it should be have. Does it need any fold...
Resolved! Can we change reserve time on UCCX
Hello all, I want to ask, can we change the time of reservation at UCCX? If so, how can we do that? Currently on our production server, when the agent calls and they try to make the answer the call has dropped and then the call will be put into dispo...
Resolved! Increase PQs agent ring time PCCE 12.6
I have been asked to increase the ring time for agents in a PQ. It currently gives the agent about 3 seconds to answer and the BU wants it increased to give the agent more time. how can I increase the time?
Hello Members, This is regarding a PCCE environment version 12.0 We are facing an issue with Finesse CFAdmin where we're not able to add, delete or modify reason codes, all buttons are greyed out as you can see in the below screenshot. Anyone can ad...
One of the Finesse supervisors runs the Agent Detail report every week. This supervisor is also an agent that takes calls. Her stats are on every report until last week. As of April 1st, all her stats are zero and even running the Login Logout Activi...
Hi All With the conversion of UC licenses from HCS to Enterprise, does anyone know if a CUCM (On-prem) work with a HCS-CCE? Just looking for some alternative in the short term, before moving everything to Cloud solution. Regards,
Hello dears, I've an issue with UCCX(12.5). Some calls are being dropped. Customer calls IVR , goes to queue and waits, once the agent free up script play prompt (about connection to agent), agent phone receives small ring(second,even less) and call ...
Resolved! UCCX report generation issue
hello everyone I'm having an issue when generating a specific report on UCCX. I tested on version 11.0 and later upgraded to 11.5, but the error is the same. The error is the following: "Report execution failed. retry running the report and if the ...
Resolved! UCCX Uprade Path
Hello Experts,What is the path for upgrading UCCX 12.5.1.11001-348 to uccx_1251_su3_es_04_special?Thanks,MK
Resolved! JSON response with CVP script
Hello Dears, I have a CVP script that calling an API and getting the response, the response includes Firstname, Lastname, OTP etc.. When trying to get the OTP and set it in a variable, I'm getting empty variable: Any help please?! Regards,
I am working on trying to parse out multiple data points in the FromExtVXML array in ICM, and am having some syntax issues.from CVP in Arrays 0 and 1 i am sending back something like this pv2={Data;pv3={Data};pv4={Data}pv5={Data};pv6={Data};pv8={Data...
I am developing a chat in Webex Contact Center using the Services and Apps in Connect with additional configuration in Engage. I am trying to use pre-defined templates in Engage for my chat and unable to configure access to those for the agents. Id...
Hi, We have UCCE solution and while agent trying to conference the call of customer with an IVR application using CTI RP it is failing. Up on checking we found the CVP log returning user.microapp.error_code: 10 and conference is not happening. As p...
Hi everyone, I'm currently experiencing a high CPU utilization on the UCCX (Pub and Sub) and I am trying to increase the CPU to fix the issue. My question is, to minimize downtime can the procedure be done one by one (Publisher first then once up a...
