Contact Center

Hi,I'm looking to change the DNIS length in CVP from 4 digits to 9 (or 10) digits.  Here is some detail about the environment...CVP 7.0.2ICM 7.5.8VRU type 10Here is the scenario...We have a 'traditional' call center setup.  800 service from the carri...

Hi,I'd like to know if is possible when i have agents ready but they don't answer call afters some  seconds the call for example is transfered to voice  mail?I know how to do that when a call is in queue but i don't know when call is ringing on agent...

I upgraded to Presence 8 today and realized I lost all of my CAD contacts.  We previously, successfully integrated UCCX Cad Agents with our Presence 7 environment.  Now that we are at 8, in the Desktop Admin, under Presence Integration, there is a dr...

Hi all, I'm looking for a CCX solution, I want to distribute the incoming calls to the agents and have an IVR solution to provide menu choices for callers or obtain caller data such as passwords or account identification for information access, I und...

Hi All,Please can someone help me in letting me know the signalling protocol running between all the components:1, CCM to IVR.2, IVR to ICM.3, CCM to ICM.Thanks all for your help in advance.

We  have a massive SET_SKILL script.  I'm the FNG and have beentasked with grepping every IF node in this script and using the formula editorto determine the 4 digit Route Code and where that Route Code is being routed. The current engineering team h...

I'm trying to login in the Phone with the IP Phone Agent and I got this error message: "You request to CTI Server expired,  try again." This happens with any user that I tested. When I try to login with the Agent Desktop on a PC and it works fine.I'm...

Hi,We want that UCCX caller will be transfer to his/her prefered agent or the agent he talked last time and if all agents are busy then IVR will prompt the caller to leave his/her voice and then that voice will be forward to agent by e-mail. Is it po...

I am installing,integrating WIM/EIM 4.1.2 in our labs with sprawler 7.0,SQL 2000 and SP4.I have run the prerequisite and have configured the Web logic as per the install guides.Now when i am running the EIM installer i am getting an error of "unable ...

Hi everyone,Do you know if IE 8 is supported (or will it be) on Interaction manager? As you know for Windows 7, IE 8 comes by default. ThanksBehic

Dear all,One of our customers using UCCE asked us for an  automatic tool that can monitor and measure the global contact center  KPI and availability including the following :- ICM/IPCC- CVP- CallManagerAny suggestions?Thanks for all.