UCCX 10.5 Finesse and Consult Call

Hi,
Is it possible to put a caller on hold by pressing CONSULT on Finesse whilst looking up in the directory? (Rather than HOLD,look up directory, UNHOLD,CONSULT,TRANSFER) - seems clunky.
Rich

Hi Rich,
Believe it or not this isn't possible! The design guide says the Caller will not hear MoH when the Agent presses Consult - they will only hear this when the agent has pressed Transfer. Surprised me,TAC and PDI. This is basic functionality that needs to be there.
I've raised a product enhancement request.
Rich

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UCCX 10 - running Finesse and CAD simulatenously

Cisco's documentation indicates that CAD and Finesse cannot be run at the same time and that one has to deploy/use either CAD or Finesse. However, the CAD service is never shut down when Finesse is activated and remains running. On my test server, I was able to have both, CAD and Finesse, running and have agents use both clients on the same server.
Is there any additional information that explains in more detail the impact of running CAD and/or Finesse and why they can't be run at the same time? Or if they are, what the side-effects and possible negative impacts?
After I have upgraded to UCCX 10, I would like to gradually switch users over to Finesse. But instead of forcing everyone to switch to Finesse at the same time, I would like to switch one department at a time so I can work out any issue with a small subset of users first. Does anyone have any experience with this?
Thanks.

HI,
Pls see the below question and Answer from UCCX Chalk-Talk UCCX 10.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
Ans.For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
Regards,
Mukesh Singh

UCCX script and abandoned calls

Hi Guys
I got question about that UCCX script and abandoned calls , so currently we had 4 different script for support the call follow .
So the Main script is just AA let the people select menu 1 , 2 ,3 then go to different queue , after select 1 (for example) then call-direct to second script trigger number and coming into the queue .
Unfortunately , the system counter the action to be an Abandoned call , I already open the case about this issue and the TAC did not found any configure issue on UCCX , from the log we can seem all the REDIRECT,lrd=5000 is abandoned call .
23811205: Apr 28 13:01:44.257 GMT+800 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=37148,implId=151183/1,state=STATE_RECEIVED_IDX,inbound=true,App name=APP0,task=null,session=null,seq num=-1,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=null
23811420: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(5030) JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23811424: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23818414: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(239) JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
23818421: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
Please give some advice about that and I am look forward to heard from you guys soon .
Thanks

Hi Jon
I was tested "Set Call Contact Info step to mark the call as handled" last night , but not working .
so in the get call contact info properties , I was used last Redirect number to nest trigger number .
but not working .
so have got any idea about that ?
thanks

Migrate Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM to UCCX

Current setup today is with an Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM
The team is considering the idea of replacing the AVAYA ACD with a Cisco UCCX system – but retain the Convergys IVR and Verint CR/QM/WFM solution.
Today the Convergys IVR front ends all calls into the team and allows the caller to access all kinds of information from the billing systems etc, via database dips. Once the Convergys IVR has that information, we’d like to deliver that information to a UCCX agent should the caller opt out of the IVR menu’s and wish to speak to an agent. So I am wondering how this would be accomplished with Cisco UCCX.
Today, with the AVAYA ACD, the Convergys IVR writes the gathered information to a database on the AVAYA system so when the agent receives the call, that information is screen-popped to the AVAYA agent.
What is your take on this or better yet recommendations
Thanks

Grace,
Right now, I think the biggest question you will need answered is how you will create resources/agents without a CUCM cluster.
I run a cluster where I have CUCM 8.6 and UCCX 8.5 and I configure all of the resource/agent IPCC extensions on CUCM and then assign the resources/agents the skills or resource group required for my given script/CSQ/application. If you can't create resources/agents without CUCM, I would stick with your current solution.
G'luck,
Brendan

What recording licensing is correct for Finesse and Media Sense?

For UCCX, what is the difference between recording licenses and call recording seat license? I am trying to quote out UCCX with Finesse and Media Sense for recording. Also quoting WFM.

Hi Jacqueline,
The Cisco Unified CCX Recording Count is the License used for UCCX and Media Sense based recording.
The WFM needs separate WFM seat license.
Regards,
Arundeep

Carrier data update failure and droping calls continously

This issue with my new iphone 4s with only 1 carrier not all
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After managed to keep my Z10 running again, it informed me, that there was a new update available, released at 6:38pm with 88MB.
I installed it, hoping that it would terminate the problems I mentioned in my initial post...and:
I can now JOIN THIS PROBLEM FRACTION:
http://supportforums.blackberry.com/t5/BlackBerry-Z10/Just-updated-to-latest-OS-and-phone-is-frozen-...
WHAT THE F IS WRONG WITH YOU PEOPLE????
I AM THAT CLOSE, SMASHING THAT DEVICE WITH A SLEDGEHAMMER!
Did I mention, that I normally charge my customers with 2.500€ a day, when they order my services as a communication consultant and that I do most of my business when I am mobile and traveling?
Due to Your sloppy work, I already "lost" a day, where I was not available and I did not get any kind of answer of You guys til know... Maybe I´ll should charge BlackBerry for each and every hour that I am "out of business" caused by Your work...

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I've installed ios 7.0.6 on my iphone 4 and lost voice on outgoing and incoming calls. My simm is ok, i've checked it, I've done a full clean and restore. Still no calls. Please help.

Hi there,
I've just installed ios 7.0.6 on my iphone 4 and now lost voice on outgoing and incoming calls.It rings on incoming and I'm told rings on the recipient's 'phone, but then no vocal communication...its just dead. My simm is ok, i've checked it, I've done a full clean and restore of the 'phone. Still no calls.
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Miss liberty

Have you tried restarting or resetting your iPhone?
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How can I store a form name with path and then call form from a table

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If you have a Forms block based on this table:
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module varchar2(100);
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Hi
Since upgrading to iOS 8.2 on my iPhone 5 a couple of months ago I have had cellular connectivity problems. But even when I have several bars of reception texts won't send / receive and phone calls fail. iMessage and wifi connection is unaffected. The problems occur 50% of the time. The rest of the time the phone works.
I have checked with my carrier and they say there are no signal problems in my area, I have also replaced the SIM card but problems continue. My carrier says it may be a fault with the phone and to take it to an Apple store. However as I am disabled this is difficult. The phone is also out of warranty.
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Hi Saucelicious,
If you are having issues with your iPhone's cellular connectivity, you may want to try some things to troubleshoot.
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Force an app to close in iOS
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Restart or reset your iPhone, iPad, or iPod touch
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Brett L

3 iphones in household.All use same apple ID.But all contacts get mixed between phones and facetime calls come in from other contacts.Ho can we change this so our phone information isn't visible to each other?

3 iphones in household.All use same apple ID.But all contacts get mixed between phones and facetime calls come in from other contacts.How can we change this so our phone information isn't visible to each other?

Use separate Apple IDs for each family member and use Family Sharing features of those things (if any) that you do want to share. https://www.apple.com/ios/whats-new/family-sharing/

So my I phone 4s volume has decided to pack allowing only my phone to make sounds when I have an incoming call, I can also here fine using facetime and receiving calls. YouTube, soundcloud, any of I players will no longer play sound. I've restored the ph

So my I phone 4s volume has decided to pack allowing only my phone to make sounds when I have an incoming call, I can also here fine using facetime and receiving calls. YouTube, soundcloud, any of I players will no longer play sound. I've restored the phone using iTunes on my laptop and checked all the volumes are turned up and the button at the left hand Side of the phone is in the correct position.

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neverstop wrote:
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1. In order
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Observe.

My phone is not ringing for a message and a call

Not able to here a tone for a message and a call. names just appear on the banner even my phone is in handy.

Hello all...
I'm on iPhone 4 with iOS 5.0.1 on Australian Vodafone Pre-paid network.
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/** DiceRoller.java
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UCCX 10.5 Finesse and Consult Call

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