Contact Center

I am a little bit confused on the abandoned short calls, I have the SL Threshold set to 60 sec and the Abandon Call Wait Time is set to 60 sec can anyone explain to me what is the impact of this config on the service level calculation, as I am applyi...

Using CuCM 6.1, CCX 5.02 on a VMware platform, I am recieving the following error. The phone has been associated with the JMTAPI user, so is visible from CCX as an agent. I have attached the CAD log file.ANy help will be appreciated as I have exhau...

We are setting up a data wharehouse for the IPCC historical reporting and want to replicate (or use a backup) the IPCC DB to anotehr server. Is there any reason why we cannot do this from the secondary IPCC server? This is for the purpose of creati...

Will someone point me in the right direction or show me an example on how to make a caller if they call from a certain phone number and put them in front of the queue if there are calls waiting in front of him. This would put the caller next in lin...

Hi Experts,We are in the process of moving from IPCC 3.5 to IPCC 7.0 shortly. When we met with our vendors, it came to my attention that from version 7.0, only desktop agents would work and 7.0 would not support phone agents (agents using the phones ...

I am working on deployment where there is a Rockwell ACD with Avaya IR and ICM in the middle to handle all of the call information and route requests. I would like to set this up using MIS for the IVR PIMS so that I dont have to use Translation Rout...

I'm setting up a new deployment. ICM 7.5.3, Nortel SCCS 6.0. - AAS not enabled. PIM is active, and calls can be delivered from Nortel to ICM and back to Nortel successfully. When I try to log an agent in however, the CTIOS toolkit client grey's ou...

Has anyone worked with Cisco IVR speech recognition? What's involved with implementing it?

I am trying to understand the difference with route to agent and queue to agent. what functionality am i losing without queue to agent?

We are in the process of implementing UCCX. We currently have an Avaya G3 pbx that is doing some Queues and ACD functions. Currently the agent will login to a the specific Hunt Number they are covering for, the agents also move from one area to ano...

Is there a way to blank out the CAD Login screen each time you start CAD? I know you can do it by modifying the agent.ini properties but I was looking/hoping for a server side change. Essentially I want the agents to have to enter their username/pa...

Hello,Does anyone know how IPCCX calculates the Expected Wait time for a CSQ? I get very strange results when I try to use this to notify callers what their expected wait time might be. At times, I even get a result of -1. Any help would be app...

Just wondering if it is possible to log menu option output eg. (Pressed 1 or 2 etc) to a doc or DB in order to report on their usage, any advice on how this may be achieved would be appreciated.IPCC 4.0Regards

hi,I have a IPCC server at location A in PST. The agents are in location B in EST. When I look into the historical reports, the timezone is PST. Is there a way for me to specify timezone as EST for one specific application in IPCC?