Contact Center

We have customer that we are using Enterprise Variables to pass information to the agent, this is working fine.  They have several applications that filter to the Contact Center application.  Is there a way that we can set a variable in the original ...

Hello,I'm using the "Get Digit String" step to prompt callers for their account number.  I am using this step to collect account numbers from Spanish speaking callers.  I have created a spanish prompt asking the callers for their account number and a...

Customer wants functionality similar to the Contact and Case Management feature in Contactual (contactual.com)They do not have a CRM solution in place today so they are looking to keep call records and call/customer notes within CCX.Any ideas on how ...

Hi,I have an agent configured in UCCX on a remote site. All of the CRS config should be correct and the agent can log on to the agent desktop. When a call is routed to the agent the status goes into reserved, then straight back to Not Ready (or Ready...

We had IPCC 4.0 and we just migrated one of our groups onto 8.0(3) but the agents are not seeing the fields on the CAD. I have created the same fields in the Enterprise Data within the Administrator Desktop and I have added them to the default Layout...

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...