'Technology' Category

  • Excel macros multiple columns to a single column and delete a repetitive range of columns.

    February 21, 2014

    When I’m not fighting the war on bad call centers I try to assist my better half with some of her work.  Lately this has involved a lot of spreadsheets and data manipulation, which is something I enjoy as it’s a bit different than what I do day-to-day. The latest issue was turning a dataset […]

  • Find the total number of attributes and skillgroups in an agent team.

    February 5, 2014

    With the new 9.x release and the popularity of Finesse I’m seeing a lot more cases of latency/timeouts from the Finesse desktop.  A lot of these have been attributed to network issues, but I still feel that Finesse has been made way too sensitive to the network.  Makes me yearn for the good old days […]

  • Not enough time to play with my new Surface.

    January 29, 2014

    Mainly because I wanted to make an update which there haven’t been many.  Recently got a Surface 2 Pro and I’ve not had the time to play much with it.  I’m hoping it becomes a toy which allows me to do real work.  We will see, for now this thing is pretty sweet. david

  • Determine Busy Hour From UCCE TCD

    April 1, 2013

    The busy call hour is a valuable piece of information in order to forecast how many phone lines you’re going to need as well as how many agents, however getting this information can be difficult and then ensuring that it’s accurate is a whole other matter.  Recently I ran into an issue and I wanted […]

  • Download Huge Cisco Finesse Logs

    March 13, 2013

    You might have seen my previous post on how to use wget to download Finesse logs.  This works like a champ, however wget has an issue with large files (> 1GB), so I had to come up with a new solution as some of our logs were in the 2-3 GB range.  This is where […]

  • Faster Way to Download Cisco Finesse Logs Using Wget

    March 7, 2013

    You should check out my other post on dealing with large Finesse logs. If you’ve had the ‘pleasure’ of troubleshooting Cisco’s newest desktop offering Finesse you know that getting logs from it is a bit of a pain.  While sitting on a TAC call I came up with this approach which has made the process […]

  • Cisco CVP 7.x No Session Error

    July 19, 2012

    Ran into this small issue while trying to release a new CVP application for one of my customers.  Everything was working on the test CVP server, but when it was time to put it on the production CVP servers I received the following error: 24769204: Jul 19 2012 04:51:33.406 -0500: %CVP_7_0_IVR-3-CALL_ERROR: CALLGUID=9EA62E12100001383796F8800A0A5A73 DNIS=8111111111122013 CVP […]

  • Dialed Number, Call Type, and Script Association

    June 7, 2012

    Found this gem on the Cisco Support Forums today and I just had to blog about it because it’s awesome!  The OP is looking for a way an easy way to find which ICM dialed numbers are associated with which call type and which call type is associated with which script.  The end result is […]

  • Cisco CUIC 8.x More Value List and Collections

    April 13, 2012

    I wanted to make a clarification to my earlier post about Value Lists and Collections.  This post will explain how to create a new Value List which will retrieve agents who have a specific value in their Agent.Description field.  Then Collections can be used to extract other more specific agents.  This could be used to […]

  • Cisco CUIC Creating Value Lists and Collections

    March 14, 2012

    This one should be pretty simple, but figure I would add it here for posterity’s sake.  I wanted to setup a real time Value List of all the call types, then break down my Value List into smaller Collections for each specific type of call type. First step is to log in to CUIC and […]

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