Contact Center

We have a scenario where calls received by an agent may need to be transferred to another CSQ, by the agent transferring the call to another Route Point. Is there a way, in the script of the destination CSQ, to identify that the call has been passed ...

Am running CAD 6.0 on IPCCX 4.0 The agents state goes from ready to not ready when calls are missed. how do i stop that?Please help many Thanks

what SQL command in DB read or set command do I use to take the info gather from Get Call Contact Info ?Any thoughts on how I can look at the first 3 digits of a calling number and do a db read ?My table has nchar with all area codes and states liste...

Dear Friends, I want to know how to run (open) aef.extention file ( i hope this is a script file). How to run this.please explain.Thanks and regardsEsa

Dear Experts,we have scenario that 6 FXO lines connecting to PSTN and 2 extra lines for making outbound calls. contact centre agents are also making outbound calls but when they make an outbound call they cannot see an incoming call popup on their Ci...

Has anybody got any good references for deploying silent monitoring on IPCE 7.1?

In our outbound we use 3 phone numbers per one customer. So we have import file like that: Customer1Phone01,Customer1Phone02,Customer1Phone03,Customer1Name,Customer2Phone01,Customer2Phone02,Customer2Phone03,Customer2Name.When Dialer starts it always...

I'm trying to get remote monitoring going on a Premium System... When I goto System, RmCm, Remote Monitoring, no users show up.I am a Admin and a Supervisor.Any thoughts?--Jon

Hi,I have a CRS 5 installation, with CM6.I need to change the IP address of both servers.Changing the IP address of CM6 seems to be easy, but when I change the IP address of the Win2003 server running CRS, the node manager service fails to start.I am...

How it is possible for an agent to have Total Talking time is greater than Logon Time? This is showing up in the real time reports via the supervisor desktop? Check the attached snapshot.

ICM 6.0 enterprisetrying to enhance ICM script to send how long a call has held in queue to a variable field in CTIOS when the agent answers. Does anyone have any suggestions to complete this?

In my script, I am trying to have a person sit in a certain queue for a certain amount of time before I send them to another queue if the time has exceeded a certain value. I can do this, however, I am playing music while they are on hold and I have ...

Hi Great Guys, My webview reporting page is blank. It does not show any data.This application is installed on the same machine as the distributor AW.The relevant databases are in place but the webview reporting page does not show any data when open. ...

Hi:I changed the aa.aef script (included in the CRS) as follow:StartAccept(--Triggering Contact)PlayPrompt (--Triggering Contact, welcomePrompt)callContact = PlaceCall(to "4041)[successful branch]PlayPrompt (callContact, welcomePrompt)I debug the scr...

I am trying to emulate a production environment for a customer. I have built out their CUCM (4.1) cluster and am now trying to build the CCX server. During the install I can choose an existing cluster profile from the LDAP data in DCD. When I choo...