Contact Center

Hi, we have a provider that has ip ivr 3.5(3) integrated with ccm 4.1(3). This provider gives helpdesk service using its IVR so he wants to give us the same service. The problem is that we are using CUCM 5.1 and when we call the Route Point on the pr...

Does anyone know if IPCC express has the ability to force answer a call for an agent? When the call is pushed to the resource he hears a beep in his head set and the call is live.This is in reference to the "Select Resource" step inside the script. ...

My setup is as follows: CVP 4.0(2), ICM 7.2(2), CUPS 6.0(2) SIP Proxy, CM 6.0(1), CAD 7.2(1), and a second SIP IVR.I've got a complete call flow happening, with calls being handled by CVP, being xfered to the second SIP IVR and back (with data), then...

Is it possible to suppress or hash-out CLI, CED and DNIS within the CVP 3.1 logs to mitigate fraudulent access to customer sensitive details (Credit card details, home phone number, etc.)?

Hello,we installed a CVP 4.1 with ICM 7.2.CallRouting to Agent is working (Communication with ICM and CCM)But we are not able to play media files. I will add the log files from cvp, console.I hope theres someone who can give a hint ..

Hi,I did a workflow to record all the calls from agents that seems to be working fine, but, when I lunch the recording options from CSD I saw all this recordings but when I play it, there is no sound.I also found the files in which this recording are...

Hi guys,we have a customer with enormously security requirements concerning UCCE and Active Directory. We are not allowed to integrat UCCE into the corporate domain. The possibility is to setup a seaparate AD, but the customer isn't happy about that ...

Hi,is it possible to save the location, modified settings of the CAD 6.1 for an Agent? Every time the CAD starts, it show up default settings (column size, position on screen...) ?

Is there a way to set up a queue to a skill group, but instead of queueing to the longest available agent I need to queue to the LAA who has been available for longer than 5 seconds.We are running into an issue where agents are complaining that calls...

Guys,Customer has CUCM 5.0. Request came in to allow a name to be displayed on inbound calls instead of the number. How can this be done.RegardsCarl

Hi,we have installed Microsoft Dynamics and already have Cisco Call manager and cisco IPCC Premium edition. All agents with the desktop application on the local machine have access to Dynamics via terminal servers therefore is it possible to have bot...

Utilizing IPCCX 4.X, is there a way within the crs script to sav a doc file to a share drive that requires user credentials to connect to? I tried mapping a drive in windows explorer and using that drive in crs scripting but it doesn't work. Any sugg...

What report give me the reason codes that I configured in Desktop Administrator. I see the report that has the system generated reason codes. Not looking for that one.

Hi, We have developed a CVP application which uses DTMF adapter & Say it smart plugin. However the error logs for the application report an error as below, SAYITSMART Error - digits. This type does not support non numerical values. The value was "AAA...