Contact Center

I am interested in getting the CVP 4.0 SR2 and CVP 4.1 License Sizing Tool which should provide details for calls with ASR/TTS and/or VXML Server, without ASR/TTS and/or VXML Server, Calls connected to agents. If this can be in an excel sheet, it wou...

I am unable to get translation routing working on a production environment. I have copied all the settings from my my working lab, but all I get as an error is that the Trunkgroup can't be found on the peripheral.The only difference between the lab ...

hi,we have cucm-be running, and want to activate 5 seat CCX we got as part of the promotion.we have HP DL380G5 5150 2G EU Svr 3rd-party server with P/n: 417457-421 on which we want to deploy Contact Centar.Has anyone had an experience with activating...

Is there anyone knows if there is anyway we can import the dialer list to UCCX 5.x other than uploading the CSV files in the GUI.I see there is a dialer list database in UCCX databsae schema and I want to write so scripts / programs that can collect ...

I have an issue with my callcenter. 1) When all agents are busy and another call comes in, instead of the last call to be on queue, they drop.2) caller IDs dont show on IP Phone when calls come in. Please can someone be of help?

I have a situation where a couple agents that are part of the same "Team" and common "Work Flow Group" have two of their CAD buttons greyed out.The two buttons are the "Hide/Show Contact Management" and "Hide/Show Integrated Browser".This is a newer ...

Does anyone know if you can use the SDK to moniter any agent currently logged into CTIOS? In my testing I only be able to moniter things directly in my app and envioronment. I wantintercept monitor CTIOS events for every other agent that is already...

I am wondering if there is a way to route a certain queue to a different center (in a different city). We have 4 call centers (not virtual call centers)with a gateway to each site. Is there a way to route a queue to another site without incurring t...

Do anyone have experience in deploying NFR release for CVP. We just got 2 license from Cisco (CallStudio & VXML Gateway)?We want to use the VRU Only (Type 8 VRU) mode with post routing from CallManager. We have completed the setup listed in the conf...

We want to be able to take emails to our helpdesk inbox and somehow have them initiate a call or trigger a specific phone script.Has anyone done this before or know how that could shed some insite?

One of our vendors is about to upgrade his Avaya Communications Manager to 4.x or 5.x and will need to upgrade his CVLAN/MAPD integration to a pair of AES servers. Typically that is accompanied by a CVLAN instance for ICM integration. However, that c...

Hello. We are running IPCC Express Premium 4.5(2)SR01_Build031 and getting a lot of Errors in the Application Log. The exact error says this,The description for Event ID ( 49419 ) in Source ( Cisco Systems, Inc. CRS ) cannot be found. The local compu...

We are planning a major upgrade. We are running CCM4.1(3), Unity 4.0_5, IPCCX 4.0(4) Premium. We are going to upgrade CCM so we can install CER 2.0. As long as were are upgrading we thought about IPCCX 5.x as it gives us some much needed/wanted new o...

Hi We have a email manager with ipcc setup at one of our client sites.Now there is a requirement from the customer that the password of the agent has to expire after few days like one in windows and system has to send or pop up a message about it.I...