Contact Center

Client with UCCX 5.0(2) Unified CCX EnhancedCan Desktop Monitoring be accomplished when agent PCs are in different VLANs from the Supervisor's and UCCX server?The SRND verbiage is a bit gray on this... There's mention in Appendix B that it's required...

Hi team,I am Raymond, I am working on a project of using UCCX to handle some simple outbound call campaign.As running outbound dialer campaign, calling number and basic call info will be assigned to agent. After the outbound call is assigned to agent...

Hi All,I am trying to get the CAD click-to-dial function to work, all the guides that I have read say that the number has to be 10 digits and hyperlinked. But I have been unable to find any information on what the hyper link is.If anyone can help ou...

Since I started working with IPCC Enterprise 3 years ago I have alwasy created the IPCC ext as the 2nd line on every device I have ever configured.  In a few occasions I have made it the 1st line when the agent did not have a private extension. Does ...

I've been trying to find out if there's a way to report on ICM Activity per facility that we transfer activity to instead of depending on Agent Login mappings?  Is there some sort of underlying network parameter that will help identify this if we con...

I am looking for an option in the Feature Control Set, how to give "Browse and Monitor" only options for a certain group in our contact centre. If someone give me some clue, it would be appreciatable.

I have this scenario and am looking for input on how to approach this.- Agents have multiple skillsets- Agents need to answer call from their primary skillset. Example: Agent is assiged to answer call from queue A. On a slow day, agent is assigned to...

Does the new version of CTIOS have the CTISVR process running on both pair of servers?  We are currently running CTIOS 7.2 and we were informed that the CTISVR process can only run on one server at a time.  This is an issue in our case as the A and B...

What native backend integrations - ODBC, SQL, telenet3270, etc - come standard with Audium? Can you list any 3rd party integration which are available? I am interested in better understanding how CVP/Audium can access lagacy as well as more contempa...

Hello,I am trying to set up integrated EIM 4.3.1 with ICM 7.5 while ICM is using System PG. Do anybody know if such configuration should work? Everything seems to be OK, but when route request comes to ICM router it ends up with following error:No pe...

All,My Customer has a question regarding their QM purchase-- They require  OS license (Windows Server 2003) and a SQL Server license (2005) for Quality Management.  We are currently deploying Windows Server 2008 and SQL Server 2008 for all new instal...

I have a HA set-up and tried to delete a CSQ from appadmin. This caused the Node Manager to go into a hung state. I have not been able to restart it. It tries to start but fails. I have not noticed anything out of the ordinary in MIVR logs so far. Th...