Contact Center

we are using IPCC 7.1 with CVP 3.1 CCM 4.2.3 and gatekeeper. we have request to create new access number which will be mapped to ICM script to play IVR tree, after the IVR tree and incase the customer pressed 0 for example the calls should be transfe...

Ho we can check the reporting that what is the percentrage of SLA and how we can acheve the ratio 90/10 for a particuler Call TypePls advice

I have an issue whereI want to queue to a skill group for say 5 mins and then expand it to another skill group or groups.  What is the best way to do this?My thoughts:1) add skill group to initial queue to node with a consider if statement2) add an i...

Hi All,We are having serious intermittent issues with Call Drops and I am unable to find a fix for this. Did a complete analysis of logs for one such call and below is what I captured. Attached is the complete MIVR and JTAPI log for this call.I would...

Hi,Since a few months, we have deployed a CVP Reporting Server. It worked fine for several days.Now when we try to connect the Crystal Reports to the CVP database, we receive the following message : Logon Failed.Details: 28000: [Informix][Informix OD...

We are using IPCC Enterprise 7.2.4,CUCM 6.1 and CVP 4.1 with comprehensive model. In our Contact center agent to agent calling / transefer is blocked using CSS and partions. It is working fine with agent to agent dialing and consult transfer. The iss...

After patching UCCX 8 and running the client config tool, is there a way to get the client services release update file for automated deployment?

Hi,is it possible to change the workflow group in the call flow (routing script) so that an agent get a different list of wrap up codes?For example I have an agent who is working for different services support and sales.When he gets a call for sales,...

If phone of the agent is ready, the call passes to it but when the agent is offline, call don`t pass on BasicQ. In what there can be a problem?

There require 80 seat for the call center.what devices are need?what is the topological structure?

Hi All,I need to know whether based on line number the call be routed to agnets or not .Below are the configurations in my setup.Agents ID - UCCE- 7XXX seriesAgent Target Rule - 3000- 3999Phone Line 1 - 7000 series (Allowed for CTI Control)Phone Line...