Contact Center

Hi,We have Cisco IPCCe 5.0 and we have one application where we can see from the router that more than 15 calls are coming in, but the Skills Stats Report shows the calls in the queue at 15 or lower - never higher.The one thing I can think if is that...

Hi,We have agents who take calls for multiple Queues and need to be able to make themselves available/unavailable on different days. At present they do this through multiple logins (one for each queue-not ideal). Any suggestions? Dont want to depend ...

Hi All,I have IPCC Enterprise solution where I have a setup for two agent per phone, using Cisco 7960. Actually I using 4 buttons, 2 for each agents where the first button is his personal extension and the second is for agent funcionality. Each Agent...

HiWe have ipcc 7.5 and we define sub skillgroup.  When agent are logged in, they only see the base skillgroup in the skillgroup grid.  They didn't have the sub skillgroup.  Is there a way to see the sub skillgroup in CTIOS DesktopWe use the  CTIOS De...

hi, does the agent e-mail only with microsoft exchange 2003-2007? could this work with other types of e-mail server that uses imap and smtp?do you know the procedure to configure this?thanks in advance!

Hi AllI have a problem here with my CCX High Availability issueSituation is CCX-PUBCCX-SUBAgentsCCX-PUB are working fine, Agent can log in and take calls, when I added CCX-SUB and tried to test the solution by restarting CCX-PUB (make it unavailable)...

Hi all,in a cvp standalone deployment , i'm trying to transfer a call from CVP to a Cisco SIP phone. However when the transfer element is reached the call disconnects. The call flow is the following:Cisco ip phone-->Corporate Call Manager-->Voice gat...

I am looking at the All Fields report for Agent, Agent Team, etc and would like to be able to track the number of calls terminated by the agent using the Agent Term column. I know for a fact that we do occasionally have agents hang up before the cal...

Dear all,I know the Infomaker will help to create a template for webview. I have done with some custom template. My problem is that I can not change the input parameter for webview page. For example, if the template under the skill group, I can only ...

Hi,I have a customer who requires a contact center to work with CCM 7.0(2). CCM is synchronised with their AD and AD is used to authenticate user logins to CCMUser etc.They would like to use single sign on where after logging onto the Windows domain ...

Dear all,I found that a folder OPCcap on the pathC:\icm\lan\pg1A\OPCcap (this is on the CCM PG server)with alot of files like that OPCdata_opc_1101_023729.capthose files inscrease too much and consume alot of my PG server.Please let me know what this...

How exactly does a database partitioning for an icm help?Does it help in multi-tenanting?I have a customer requirement where different business units need to be given separate logins for web-view.Each web-view login should only see data pertaining to...

Hi all,If the existing infrastructure already has AD with single sign on capabilities,a) will it be possible to have single sign on for UCCX7x, QM2.7 and WFM8.3 as wellb) if possible, what configuration/customization is required for this to happenTha...

Hi,We are using IPCC enterpise 7.5(6) with CVP comprehensive call flow with customized CTI application.One of the process is bank process in which after doing TPIN genaration we nullify the ECC variables from call and put empty or null value.In Agent...