Contact Center

I have express version 7. When using agent email is it possible for an agent to forward the email to another address?thanks

We have an internal Call Center with "Branded" Toll free numbers for any given customer, is there any way to mask the outbound number based on what client the call is being made on behlf of? Thanks in advance.

Hello all. Our senior management would like to implement a queue message of 'your call will be answered in approx. x mins.'Using ICM 6.0sr2 and IPIVR, is this possible out of the box, or do we need some sort of plug-in? If it is possible, could som...

A client of mine wants to build up a MTP - Media Termination Point and SBC - Session Border Controller to use it to connect to the internet or leased lines to their VoIP provider at USA and route the calls into their current IPCC and also use it with...

HelloDoes anyone know if Supervisor desktop is able to display and outbound call in realtime.  I know you can click on the log.  Is there anywhere to see a colum in the supervisor desktop.Thanks

I have an Agent assigned two skills. Is there a way to report the calls in queue for both skills seperately.

System Info:CRS 5.0(1)SR02ES01_Build013I currently have 50 agent licenses but we are unable to use all 50.  An error comes up explaining that we have insufficient licenses.  I have three questions.1. Where can I find a real time number of licenses be...

Hello, everyone, I have a question regarding Cisco CUWL licensing and ICM/IVR. Does CUWL license covers IPCCE and IVR /CVP or just IP Telephony related components, I am very confused right now, and couldn't find any info from any CUWL documentation, ...

Hello,Can someone tell me how to find out where agent recorded calls are stored and in what file format?  I did a search for all .wav files but cannot locate them.Thanks,Glenn

Hi,I can no longer pull reports from 20 Nov 2009. If I pull a report for the 19th for an example, it works but nothing after the 20th. I've checked the services on the server and all of them are running.Do you guys perhaps know what could be the prob...

So what ever happened to an ICM certification track? I heard some rumors a while back about a CCIE for call center. What was ever decided, I recall there were a couple tests out there for ICM/CVP.I'm building a massive lab with God knows what all, an...

I have installed the supervisor desktop on a pc windows xp sp2 all firewalls disabled and installed the desktop agent in citrix. When the supervisor opens the app he can only see 1 agent logged in when there are 10 logged in taking call. After a coup...