Contact Center

We have ICM and CTIOS 7.2.  On the supervisor desktop monitor, we see some calls that show as ACD_IN under CallType.  These calls are landing on the default skill groups instead of the agent's respective skill group. What kind of inbound calls or how...

Hi,I am having problem when bootstrap.tcl hands off the call to new-call in CVP application configuration on voice gateway. I am using same gateway for VXML as well.The error I got when debugginvoice application vxmlvoicd application scriptI see TCL ...

Hi,Has anyone got a procedure for testing Silent Monitoring? I have enabled a VOIP monitor on the supervisor desktop. How do you test to see if it is working? How do you monitor an agent. When an agent is on a call an you selcet the call and press VO...

Hi,We have IPCC Express 4.5, when adding new application or updating existing apps, it returns blank page. Before, it will work again when we restart the server but now, it just won't work. Is there a known bug for this one? CAn anyone of you help me...

Hi All,We have IPCC Setup with IPCC 7.5 and CVP 7.0.We have two CVP physical servers (co-resident with Call Server, VXML Server, Media server)And call flows work via H323 protocol (not using SIP).Load balanced via CSS, Call Routing VIA gatekeeper (ra...

Howdy,I'm not sure of the best way to go about this. I have one main queue (CSQ A) and an escalation queue (CSQ B). Tier 2 CSRs will be assigned both the CSQ A skill and CSQ B skills so that they can answer normal calls when CSQ B is empty.The tricky...

If I wanted to set up a UCCE lab and use the CAD client - are there evaluation licenses that are native to the installation or do I have to acquire evaluation licenses from Cisco?  Is there any great advantage to using CAD or CTIOS client?  I'm not a...

Hi -I need help/assistance in setting up/configure IPPC, Call Manager and a gateway or a combined call manager Express on a desktop or laptop using VMWARE?Can someone provide help, assistance, guidlines etc......

HiAnyone has any firewall rules and ports to open between CVP and other network elements such as CM,GK,SIP PROXY, GW, ICM etc.Many Thanks

Can phone agents be authenticated by pin instead of using the password? We are integrated with AD and as a result the passwords are complicated. I know you can do the one button login however the passwords change often. The agents would be required t...

HelloPlease give some ideas, how to find a holiday using specific day and time, please see below  my holiday list ______START_______     _______END________    Month Day Hour Min     Month Day Hour Min     Description    09    15  09   00      09    1...

Dear Sir I would like to appreciate your assistance regarding 642-162 IPCCX .I want to clear my 642-162 IPCCX exam . can you plz recommend the books and installation guide ,which can help me to clear this exam. and is there any ciscopress books avali...