Contact Center

I am having lots of calls with both CallDisposition=26 and BadCallTag='Y' on the Termination_Call_Detail table, i'm talking about ICM 7.2.7. Agents are not marking the calls as bad call from CTI, neither I have so much congestion in network to get va...

I have 2 IPCC 7.x server configured for failover. The issue is when I am logged into my agent and my primary server failsover to backup server, my agent looses connection/goes offline and reconnects in not ready after 15 seconds. The same applies if ...

Hi ,Please let us know if it possible to configure call back option in IVR. If any person calls in contact center and agents are busy, IVR should proivde theprompt for call back.Regards,Dinesh Joshi

Hi there !I have a situation... need to create a script that make outbound calls to another scripts, and when the Agent picks up the call, the script prompts a message or write a log file.Those outbound calls should be placed in random time..Any exam...

Hi,I am  working with IVR CISCO Callcenter, and our custom has an Oracle Database. We  know that when you want to insert some data in database, you must to do “insert”  and then “commit”. IVR doesn’t allow us insert nothing, because we don’t know  ho...

We are using IPCC Express Premium 4.0.4 and would like to know:1. Is it possible to determine the execution number for the current step? For example, x number of steps have been executed up until a certain point in the script. Possibly via a Set ste...

If yes, I have a suggestion. Place a banner bellow the Post New Thread in Contact Center with the following text: "Please make sure you've included the product name and the product version".Thanks.G.

Client has UCCX 5.x and is requesting a coaching line be set up. Design and Admin config guides make little if no reference to coaching. Is there best-practices info on this anyone can share?Thanks in advance,Brian

Hi Guys,             We are having a typical OB 7.5 UCCE setup with CCM 7.1 and IVR in place.MGCP used as protocol.The customer does an predictive,preview dialing.They are multi site setup spread across many parts falling in diffrent time zones.There...

Is it required/recommended that an agent log off and back on after a new skill has been assigned to there agent ID?

I have a supervisor that changed the default password (admin) on his install of Desktop Administrator. The supervisor has forgot the password and is not able to access the application. Is it possible to reset the password without knowing the current....

Last week one of the T1 line on the private netwok for our peripheral gateways went down for about 10 minutes.  Around the same time of the outage all agent active calls and CTIOS connections were disconnected and CEM had stopped working.  The agents...