Contact Center

Could anyone point me on document which describe hot to correctly setup CAD to work with Cisco EIM. As I understand it is possible to open EIM home page(http://eim/default) in CAD integrated browser. Is it possible to configure single login for CAD ...

Hey Guys,I need your help to understand the step by step process for creating configurable action element.What i am trying to do is to have element which will take a parameter (Key) and then in the backend it will access SQL DB and fetch matching row...

Hiwht is FCRasSvr ? wht it does in the UCCX ?Thanks.

Hi,We are running IPPA w/ CVP 7.0.2 (h323), ICM 7.5.8, CM 7.1.5 and CAD 7.5.1. We are are experiencing an issue w/ the queue stats not updating on the phone.  The phone service refreshes every 10 seconds, but the data never changes.  Previously it wo...

How does the "Work Mode" work on the Agent Desk Settings?We have a group of agents that will be getting calls via Predictive mode and sometimes after they hang up a call they need time to do paperwork; maybe be 30 secs maybe 10 minutes.  Is this what...

I have a 2 scripts each with a different CTI RP. Script 1 is CSQ1 and Script 2 is for CSQ2. We have the same agents who are assigned to both skillsets. They log in under a single Agent ID. However when I run reports now we see multiple instances of t...

Hi all,Which field in ICM database depicts the maximum number of attempts (for a certain record) dialer contacts a certain customer if it gets a busy tone, no answer, etc..Regards,

Hi,We are using ICM 7.5.8 and Re-Skilling is Enabled. TL's have been provided access to Web Re-Skill tool to move agents to different skill groups on the fly. Is there any option to find which TL changed an agent from one skill group to other.

HiWhile Installing Management Portal Application Server Component. I'm facing one error. I cannot proceed further."Adjusting file\folder permission failed, required application C:\WINDOWS\System32\calcs.exe could not be found"Database Server componen...

Hi all,Is it possible for IP-IVR to have integration (ODBC/webservices) with MS Active Directory? Caller would call into their IVR and provide the username and password for authentication with MS AD before proceeding with the call flow.a)       Has t...

Dear all,I installed UCCX first node first and add second node at server, and uploaded license, assinged app admin from CUCM user.After doing post installation, then I did second node installation.I went through post installation of second node.When ...

Hi all,In EIM, the system automatically creates a customer profile each time it receives an email from a new email address. The users are also able to create new customer profile similar like an address book.Is it possible to make use of this address...