Contact Center

Hello,We're working on upgrading our IPCCx 4.0.5 install to CCX 7.0.1. I've tested to see if the clients will auto upgrade but they don't. Is it possible, or will it require a full un-install and re-install? When I start the old agent software it ...

Hi all,I have a CCX on my lab and I am trying to create a grammar recognition file to ASR. I have read about grxml, gsl,vxml and so on but I am not able to configure anything. For example I want to recognize when a caller says "I want to know my acco...

hiwe are facing a problem that supervisor data is not synchronized with historical report data for example agent login logout time time is different in supervisor when we compare it with historical report data any suggestion for this problem. we are ...

Hi for all:I have a Contact Center Express 5.0 integrated with a CM 5.1.I have a translation pattern that transform a DDI (912702863) to CTI Trigger port in CCX (5997).In contact center i have an script with "Get Call Contact Info" to get Called ID.T...

Is Multiple Call Handling available on UCCX? This is where an ACD agent can put an ACD call on hold, then push a button to get ANOTHER ACD call from queue. Very helpful when you just told the first caller to reboot their server and now you have 5 min...

Hello everybody, My client asked me to make something with outgoing call from CAD and "Talking" status. If agent make outgoing call he/she go to "Not Ready" status, it is inconvenient since there is not possibility to differentiate "Not Ready" in His...

Is is possible to use IPCC Express Premium in combination with another call center application? The call centers would have to notify each other of agent state changes. Is it possible to change the state of an agent to Talk from outside IPCC Express?...

I had just installed IPCC 7.0 LAB all components in one machine (sprawler)router,logger,CG,VRUPG,CCMPG. every thing is ok except the CTIOS it gives21:05:08 LogWrapper::WaitForServerWindowHandle(3)21:05:08 LogWrapper::WaitForServerWindowHandle(3), f...

How I can select with SQL LongestCallQ for some period??Can somebody provide me SQL query to get this info?

Hello, option 1,3 and 4 they all go to the same CSQ , is there a way to see how many callers choose 1 ,how many 2 and how many 3? Thanks in advance.

Is there any other third party tool or monitoring software where we can see/monitor the ICM Services(Logger,Router,PG) ?

I have IPCCX5.0 premium(HA).I am using the function "Write Document Step" in a CRS script to write a file to CRS server disc.Can somebody tell, to which directory on CRS server I write the file, so that it automatically gets replicated in the second ...

Has anyone used the "SourceID" field within the Create XML Document Step? If so what is it's purpose? I have read the Step Reference and help but it is very vague. Typically, I take URL document and "convert" into the XML document. I was curious if...

I found in CAD Supervisor that I have Reason code 50010 (Routed call NOT delivered).What does this Reason code mean? Can somebody explain me ?