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Hello all,Our agent phones have two lines.  The first line is the contact centre agent number and the second line is the agent's personal DDI.I am trying to work out the best approach to deal with calls coming in on the DDI line as I would like these...

csg by Beginner
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  • 4 replies
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Guys I need help. I have been dreaming of becoming a contact center express specialist for a while now. But each time I go online to find out about books and study material I get a lot of discouragement. After my ccna, most of my studies have been se...

Sarg . by Participant
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  • 2 replies
  • 0 Helpful votes

Hello,I have had several agents that after they finish a call and hang up their agent desktop continues to say talking. They have to manually disconnect and log back in for it to work again. The call center has been running for 7 months without any p...

mwild by Beginner
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  • 4 replies
  • 0 Helpful votes

I'm trying to develop an ICM/IP-IVR application to hold an inbound callers place in line and then use the outbound option dialer to call them back when it's their time, so they won't have to sit on hold. Has anyone done this before?

jsheppard by Beginner
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  • 3 replies
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Hi all,We have deployed CVP solution (2 CVP Call Servers + 2 CVP VXML Servers) with UCCE.We have ordered 400 ports.Now, to increase the capacity of the solution in term of CPS, we are planning to add 2 new Call Servers by installing CVP Call Server c...

Amine-K by Beginner
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  • 3 replies
  • 0 Helpful votes

HI All,i would like to know if it's possible to detect an agent hang up event using either CTI or CTIOS servers. the goal of this is to transfer the caller to an evaluation IVR menu after the phone conversation with agent ends.thanks in advance,

Hello All;Where I can find a logs for the ICM to check if an Error Happened while communicate with Call Manager or with Gatekeeper or with CVP?Also in which server of the CVP servers I can find a log for the same purpose?Any help?RegardsBilal