Contact Center

Hi,Is there any way you can restrict reason codes for use only by supervisors in UCCX8?,ie they do not appear on the global reason code list for the agents, yet the supervisor can select a particular code (not visible to the agents in CAD) when requi...

How can I get outbound calls presented to the agents in SG-A even though there are calls queued to SG-A ?My customer wish to service callbacks before queued calls.To me it looks like the dialer doesn't issue the reservation call quick enough to get t...

I have installed 2 new peripheral gateways and ivr's that will be used together with cucm6. Today i have more that 200 skillgroups in IPCC hosted and they are all connected to the old Pg. When we migrates each site / cusotmer i need to make some chan...

Hello I have been asked a questiona bout adding Anti-Virus to our Phone System Environment.We have Call Manager 7 and UCCX 7.What are the best practices for doing so?

ICM 6.0, CCM 4.1, CRS 3.5When an agent becomes available and the call is directed to the agents line, it proceeds to ring the line, however when we attempt to answer via the CTIOS Client we receive the following error:IPCC Error [20069]Unable to perf...

I need to modify a set variable node.  What I have now is Call.PeripheralVariable8+".wav" and this works.  What I need it to say is Call.PeripheralVariable8+anything+".wav" but when I insert an * for the anything it's seen as a multiplier.  What's th...

I have something of a mystery.We had built 3 servers:2 model 7835 (CVP)/VXML) and 1 7825 (OpcConsole)running Server 2003 R2 SP2Over the weekend all three servers lost the ability to recognize the system icons such as "My Computer", Control Panels.. T...

HelloIn ICM can we use the skill groups for voice for EIM. That being only one skill group for both EIM / WIM and voice?ThanksVictor

Hi,can anyone suggest any vocalizer/text to speech type products (that you can save as wav's or mp3's)  to record their prompts ?Must be natural sounding. Preferably free!Its amazing how shy some people are when it comes to recording prompts !

Please help me ! Thank you.

Hi,We are planning to deploy Outbound Dialer 7.5, I have 2 queries:1. What is the File Format on which we have to Exract data from CRM application.2. If we require the Dialer to read out the following message:“Your bill for Account ID ………. has been...

Hi ALLWe Have IPCC 7.1.3 With CVP 3.1 and CCM 4.2.3 ,we need to Get ANI for each Customers called the callcenter more than one time per day.