Contact Center

Hello,I have a quick question regarding 1 csq and skills based routing.  We have a customer that wants 10 different numbers pointing to 10 different scripts but would like to have only 1 CSQ since they only have 10 agents to do all of the work.  This...

Does anyone know what is the method Cisco ICM/IPCC uses to write data to a database?. My Cisco db is on SQL server and I would like to know if it uses dts packages or any application specific technique.Thank you in advance

Hi,Im using the Outbound Preview Dialer with UCCX7 and I have a question.Would it be possible to assign a callback to a certain agent? Sometimes the customers wanna talk to the same guy who called them before.Wanna know if with the current UCCX7 feat...

Good Day to All,can somebody give me a configuration assistance/document on how to edit script - i need to make some small changes on our script such as replacing the current extension to a new activated extension on the CCM admin.Thank you,Lester

IPCC 7.01 - customer would like to have calls redirected out of the que if there are agents logged in, but are in make busy. [with no agents available to take calls]I am redirecting calls when all agents are logged out - but wasn't sure how to accomp...

Need a little help on formatting HR reports. My customer exports the icd_agent_state_detail_chart_en_us and the agents names are all overlapping and jumbled up. How can I fix this.

I have cvp 7 with ICM 7, The current requirement is that the agent can transfer the call back to IVR without changing the call id because on the bassis of call id the agent can verify that the caller is the one that was sent to the IVR before.I have ...

Hi,We have an UCCE7 with CVP4 solution.We have developed using CVP Call Studio some VXML applications for self service IVR.We have recently noticed that the size of the logs directory of those VXML applications has been grown very much on the VXML se...

When running the Cisoc Agent Detail Report I am seeing the following SQL commented out:/*            INSERT #selected_agents(agentID, profileid)             SELECT DISTINCT r.resourceID, r.profileid            FROM db_cra.dbo.ResourceGroup rg, db_cra...

Hi all, I have a macro that performs a screen pop on an answered event, and it works fine. The customer says she wants to start the pop process while ringing. It wasn't until then that I noticed that my variables are only populating on answer. It has...

Hi,We have a CVP 4.1comprehensive deployment using H323.We have coresident Ingress/VXML gateways, a gatekeeper and a CallManager cluster.In order to reduce the transfers between Ingress and VXML gateways we are planning to use the 'SetTransferLabel' ...

Dear all,I try to find documents about UCCE/UCCH 8.0 product to see what new and benefit of this version and how to migrate from my old version 7.2.Can anyone share?Regards,Thanh

Hi All,I need to know the pros and cons of a Gateway if we are deploying it .1. 1-Line Model (Both Ingress & Egress)2. 2-Line Model (Sperate Ingress and Egress).and your recommendation which model is better.Br,Sheeraz.