Contact Center

Does anyone know of a doc available that shows you in detail how the different variables in the "Get Reporting Statistics" are gathered? In other words, as an example, what parameters exactly are used to calculate the variable "expected wait time" (i...

Hi, I have received a request to generate a complete CED input report at IVR. The Termination_Call_Detail table has a column 'CED' which records the last pressed CED by customer, but how can I get the full CED history?Let me clear the issue, if a cus...

I have a customer request to integrate with their CRM - using an ODBC stored procedure call - once a call is presented to agent's phone. If I use a launch external application - has anyone developed a bat file or similar application that calls a ODB...

Hi,I'm using ICM 7.2.2 with CVP 3.1I'm using an 'External VRU Script' in a new ICM script, it contains 'GD' with configuration parameter just '1,1'. But CVP is not taking any CED. I have also tried with 'M' microapp with configuration patameter '1-2'...

Hi,I have installed a QM server with UCCX 5.0. I have also installed client applications on PCs. The recording is made and stored locally on PCs in the folder : C:\Program Files\Common Files\SQM\recordings\daily.The problem is that I don't find the f...

I have IPCC lab setup. I have configured the ICM, CVP and CCM Intercluster Trunk with GK.GW,CCM, CVP are register with GK and status is up.I have dial number 33333 configured in ICM. SKILL Group, Call Type, also configured. All the ICM/CVP services a...

If my costumer have a solution witch CCX5.0 Standard with 10 agent in the packaged with the CAD, and now the costumer wants to add on another 10 agent, he orders the re-packaged. The costumber will have a problem with the installation of this 10 n...

Does anyone know how to make CTIOS toolkit agent 7.2.3 work on Vista? Customer gets JRE errors upon install. Is there any version of CTIOS tool kit agent compatible with vista? Thanks

Hello all,Has anyone deploy IPCC enterprise to support DR ? if so, please share your exprience on your deployment !!!I am having a hard time getting my IPCC environment to work as design. I have a duplexed IPCC 6.0 enterprise environment with side A ...

We need to apply the Daylight Saving Time for ICM Ver7.2, CVP Ver4.0 servers. Will it impact If I update this patch on these cisco servers? OR Shall I update these patch without any issue?

Hi,We have IPCCX 4.0(4) with service level and percentage 60, 70 respectively, can we configure alram to be sent or appear at the supervisor in case the call in queue exceed the service level or thershold , like the agent desktop.

I am not able to add CVP in cisco callmanger as voice gateway. I added the CVP as H.232 gateway but still the status is unknow. Please help me out how to solve this problem. I have restart CVP and CCM but still i m getting status unknow.I have made t...

Hi,I have IPCCX 4.0(4), can i disbale the agent(CAD) to close the line during the call with customer from the phone. Regards

1. Is it possible to find the oubound calls which is dialed directly from IP phone? If so where it is stored?2. Is it possible to find the outbound calls which is dialed from agent desktop? If so where it is stored?So we actually need the TOTAL outbo...

I've got a strange issue occurring. When an agent transfers a call to a route point for a different queue the IPIVR repeats the same wav file over and over, even though it should be playing different wave files. The IVR script also contains a Get D...