Contact Center

We run IPCC Express 4.05. I'm building some custom reports using Crystal and wondering how folks have created reports to quantify the number of outgoing calls by IPCC agents?Since this action doesn't invoke the IPCC script/application, I'm assuming ...

Our supervisors want to reorder their reason code list, for when their agents go into Not-Ready. I know we can easily redo the list, however my question lies with historical reporting. If I delete and reorder the codes to be in the order they want ...

Hi,Would like to know any ways of deactivation the call flow of the cisco ivr but calls are back to the assigned extension of callmanager ?Need this feature as in case the cisco ivr is down or customer would not like following the call flow of the ci...

On CRS 4.0 Premium i have some problem, in realization of answering machine with the record of voice. An empty wav file is saved. Service of recording and monitoring activated. What a problem can be in

Hello,I need to configure a script for a new uccx 5.0 deployment. The client would like an "alerting prompt" to play when people call into the main number, before going to the regular main grtg. The "alerting prompt" is for emergencies in the area, l...

Hi all, what are pro and cons of using IP Communicator instead of IPphones in a call center environement (IPCC Enterprise)?? thank you

Dear Experts,I am getting some problems in following historical reports areasThe Total Incoming Calls for a particular “Service Queue” does not display. Although we have a TRAFFIC ANALYSIS report, which displays a consolidated report for all the ...

Scenarios:Only one agent ready with multiple calls in queue -- Or, call volume is so high that all ready agents are presented with calls immediately upon ending the previous call.Problem: If the agent parks (which ends) an ICD call, and the next call...

Hi I have a customer that would like to beable to route calls on caller IDs. If one of there VIP customers phones up they want the call directed straight to an Account manager. If any one else calls to a normal agent. Is it possible to do this and ca...

Hi,I have written custom OCX with CTIOS Client DLL's in VB. I am trying to get Not Ready reasons codes list from CTI OS Server through event OnQueryAgentStateConf. But I am not able to extract it. I am able to dump the properties and see the list of ...

Has anyone seen the CRSJavaAdmin.exe crash before? Every time I try to start it to access the AppAdmin pages, it stops after 2-3 seconds. the CRSJavaEngine.exe and CRSJavaService.exe are both running fine. Just completed the upgrade process from 3.5 ...

Hi,we have CRS 4.5 Express Standard which comes bundled with CCM (5 seat license). We would like to use the recording step in CRS scripts, but when we use it, it displays "Step not supported". Is this license problem? According to step availability c...