Contact Center

I have had to replicate the entire menu structure in our call script to support english and spanish prompts. I am certain that there is a more efficient way where I can conditionally play different prompts depending on a boolean or by using the buil...

IPCC ent 7.1.5.0Hello again gurus,Scenario:Sales queue in Area X receives call, we want to send over WAN to Sales queue in Area Y, which is already taking their own calls also. How can Area X Sales call numbers be reported on, as well as Area Y Sale...

IPCCE v7.1We have been receiving complaints from our users that they are going from Ready state to Reserve, and sometimes to Not Ready. This started 2 weeks ago, and we are lost as to what is causing it. Any clues will be appreciated.

Hi,Can anyone let me know if it is possible to keep the agent in the ready mode always with the CTIOS Agent Desktop the way it is possible with Cisco Agent Desktop?

Hi,I have IPCCE 7.0, IPIVR 3.5 and CCM 4.1 setup. I am trying to add a new CTI Route Point for the Dialed number but it is not registering with the CCM. I have associated it with the JTAPI user for the CCMPG and created the dialed number in AW but st...

Hi,we are about to implement silent monitoring in our IPCC environment (CCM: 6.1, IPCC: 7.2) with CTIOS based desktop clients. Cisco provide 2 solution: one is CCM based the other is CTIOS based solution.We were told that the CCM based is the better ...

Guys, I am a bit new to CVP and I need a bit of guidance on how to do something. Basically I want to hit a webpage and pass the callers ANI to a URL as a parameter. (i.e. http://www.cisco.com?#callerid=4157681734) at this location is going to be...

When you are logged in to the CAD and you follow the menu path - File - View - ACD Statistics - click on tab Statistics it shows 16 calls waiting in queue however all agents are in ready. See attachment. The calls have been lingering for over 2 weeks...

I've been trying to get a demo of WFM loaded for a Contact Center Express install. But every time it finishes setup and starts the configuration wizard, it will never finish the database configuration. It errors with "could not connect to wfm datab...

Hi Everyone, Just one easy doubt. I read the Cisco Customer Response Solutions (CRS)Software and Hardware Compatibility Guidehttp://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdfand ...

Hello,I am trying to build out a script so that when callers are in queue, they have the option to press 1 and and leave their callback number. I have attached the script and a snapshot of the error I keep getting, it appears to be something I am mis...