Contact Center

I understand there is no IP-to-IP transfers supported with CVP because of DTMF issues. However, what about a call that came in an h.323 gateway to an IP Phone. Can that phone transfer that call into a CVP script? And if so, how do I route that to t...

Hi, I'm seeing a strange problem. I have 2 ipcc servers. 1 primary and one secondary. server a is the primary but it keeps failing over to server B becoming the primary with no apparent reason. we have to reboot server B to force server A to become t...

Hi,Can anyone tell me if there is an upgrade path from IPCC Express 4.0 to 5.0? I understood it to be 4.0 - 4.5(1)SR1. Then 4.5SR1 to 5.0?Thanks in advance!Tim Moffett

With CVP, achieving RONA is done by using the Router Re-query and RNA Timeout value.The problem I am running into is that for reporting purposes, these RONA calls are marked as "abandoned" and not RONA.Is there any way to accomplish this?

I'm looking for the most elegant solution. CRS script sends to Hunt group. It matches Successful if it can get at least one HG member ring. If no one answers I'd like to play 30 sec prompt and send it back to HG. I only have QueueManager (no ICD,...

I am looking for a way for users (from a remote phone) to set the main number to divert. This would go to someones home number, if the home number isn't answered it would then try their mobile and if that is not answered try a third number. Also as w...

Does the Cisco Unified CallConnector integrate with Microsoft Dynamics CRM 4.0 Workgoup Edition ??RegardsMohamed

Hello, I have CRS 5.01 SR02 w/ HA Options. When I tried to backup using BARS, it failed. Attached is a screen shot of the error message. On the Primary Server, I have created a folder called UCCX_BARS_Backup and have given widnows administrator a/c f...

How to see unanswered calls, when no agents was logged in? Can I do this with WebView

Gentlemen,We have just cutover the last of our agents to the latest ICM version with the latest CAD version (7.1(2)). During outbound campaigns users will receive the reservation call but will not receive a connection call and will stay on hold with...

Hi,I've tried record the conversation of the agent using CAD and want to use the record on demand on CAD software by activating 2 new buttons which are configure as Record Start / Stop but when I press the record and open the recored sound on the sup...

Is it possible to use IPCC Express as a queue/call distributor to a group of receptionists, and then use attendant console to actually transfer the call? So, would it be possible for them to run agent desktop and Attendant console at the same time ac...

Hello,I have agents going to the not ready state after being idle for so may seconds in the ready state or after not answering a call from the ready state.Any thoughts on why this is occuring?Thanks in advance!