I am working on a pop-up link for an email channel, when an email comes in, I would like to pass the Subject line of the email to the "TaskRouted" flow where I could use the Subject line content to pop-up a web link. Please Help ..read more

Upgraded to Tomcat 9.0.88 last night.  Users can now log in to the cceadmin page and work, do their re-skilling.   Down side, the people who were able to log in yesterday, they can't log in anymore after the upgrade.  They get the same "username or password invalid" message.   We tested moving one user (AD admin user) to the Cisco_ICM OU where the application users are to check if it had anything to do with the DN search scope, but no success.  Found this link about enabling logging (authentication) to try make sense as to why the change. https://communi ..read more

You can use whatever formula you would like, the key thing to remember is that is what is going to be passed to UCCE/CVP for use in the app. It's basically just looking for a number to use in it's calculations. There have been a number of posts about it over the years here, take a look but here are some of them. https://community.cisco.com/t5/contact-center/has-anyone-configured-courtesy-callback-using-precision-queues/td-p/3043620  https://community.cisco.com/t5/contact-center/courtesy-callback-ewt-calculation/td-p/3822393  https://community.cisco.com/t5/contact-center/ewt-calculati ..read more

Thanks for posting your experience and please let us know how it goes to help out the next person in the scenario ..read more

That is a creative solution, I wish I had thought of that ..read more

I am planning to install it .I will make use of the  call redirect in uccx script to redirect to cuc ..read more

i thought as much ..read more

You can use a stored procedure, but you are correct that you have to work a little to retreive the values.  The way I have done it is by creating a blank table in the database that just contains the schema (i.e. fields and data types) of what your stored procedure results will be.  Use that table to identify what to pull back.  Works like a charm.  ..read more

Hello. Thank you for replying. About your 1st question, yes, we are using the right versions for the upgrade tool to match the running 12.5.2 version on the servers.  I wanted to share this also, yesterday, while troubleshooting one of the people actually logged in to the cceadmin page.  After several attempts and getting these messages: "The requested resource [/cceadmin/j_security_check] is not available.     Description The origin server did not find a current representation for the target resource or is not willing to disclose that one exists." Interesting eno ..read more

Hi Bill,  Below is the formula I got from doc. ValidValue(((SkillGroup.%1%.RouterCallsQNow+1) * (ValidValue(SkillGroup.%1%.AvgHandledCallsTimeTo5,20)) /max( SkillGroup.%1%.Ready, (SkillGroup.%1%.TalkingIn + SkillGroup.%1%.TalkingOut + SkillGroup.%1%.TalkingOther)) ),100) but here its talk about skillgroup. But we are using PQs in our system. How to customize it according to PQs.  Can you guide me.  Thanks ..read more