Contact Center

HP monitoring software on the system has detected the following event only once for our Rogger Side B Server: SNMP Trap: 9006  Date time: 09/22/2010 01:35:07 AM Computer:   CALROG02 Source:  Server Agents Type:  Error Category: (4) Description: A '...

Looking for a status lamp for agents to have on top ofcube to indicate ringing and or on the phone.Would like to do this with ip phone only and not have to use analog ports to accomplish this.Anyone out there seen this done or could provide any direc...

Hi,Is there a way to disable the dialer from retrying back a number?I want our dialer to dial a number and if is a RNA or Busy to close the record and move on, I don't want it to try later.thanks

dears,i have prob in ucce7.2.7 ,that one agent is enforced to not ready state by the pim after completing the incoming call,idoubt the skill that being assigned to having about 170 agents inside,any one have a clue what the problem is ,and what the c...

Hi all,I have a IPCC system (ICM 7.2) in production with a domain name. Customer want to change the domain name recently. Does anyone have the same issue with me? Can you point me some related document and some risk when I change the domain name in C...

Hi All,We have the setup of HIPCC 7.0, CVP 3.1 and CCM 4.1 setup.We have defined in the sytem information Service level threshold as 20 seconds and Service level type as Ignore Abandoned Calls.And found service level of calltype and skillgroups aroun...

Hi, we have UCCE 8, CVP 8, UCM 8.  One of the issues with CVP 8 is that it now only supports a flat codec.  Where previously you could use G.711 for the vru leg and G.729 to extend the call across the WAN to an agent - now only a single codec is supp...

I am running ipcc express version 7.in my script I read from an external database. If this database is off line and the subsystem goes out of service it takes the script over 45 seconds to answer the call. Is there anyway I can reduce this?

HiI need to take a backup of CVP configurations (SIP,ICM and other parameters) . Is there any Cisco document for such backup. I searched and could find only reporting Db backup/resotre.Thanks in Advance,

Using UCCX 7.0(1)Our contact center is undergoing a change to their scripting (I have written) and they want to have only one CSQ with English and Spanish skill sets. Currently I have the script pulling available resources from the CSQ, but I am usin...

Hello,In EIM 4.3, does anyone know if an agent can be assigned to multiple supervisors, in the same way that you can with CAD via Team's?I am wondering if I will need to setup one global supervisor (which Audit will just love!), or if I can setup mul...

Hi,I have remote vxml gateway with latency of 250ms for round trip. SRND says  it must be less than 200ms. Is there way to deploy CVP in such senarios ? What are the limitations and any work around other than local CVP Call Servers/Many ThanksShahid

We need to be able to see the longest queued time displayed next to the number of calls queued for each skill group on the agtskg20:ICM Agent Skill Group Real Time report.I have tried using Skill_Group_Real_Time.LongestCallQ, Skill_Group_Real_Time.Ro...