Contact Center

How can we define an Abandoned Call in IP Contact Centre ?

I am 2 ipcc servers working in fail over version 4.04 integrated with 2 callmanagers pub and sub version 4.13is it correct that if the publisher was off line then a number of services would not fuction on the ipcc servers? i.e I could not add or upda...

a) Could some one clarify if there is a screen pop with the Cisco CTI OS Release 7.2(1)b) Regarding the Var1 through Var10 meantCall-related variable data - how does one populate them in the ICM script? What call variables map to these that can be di...

Hi;How to determine the location (path) of the scripts and the prompts at the IP IVR?RegardsBilal

In doing some 3rd party integration trying to find if any one has accessed ICM variables directly from SQL or some other way.Thanks,Baseer.

One of my customers would like to have some custom reports made for their install of IPCC Express. Unfortunately, the company I work for doesn't have the resources available to work on it for them. Anyone here know of a good 3rd party that company ...

My application creates some string variables that i want to write in a text file on the IPCC server.Till now i don't know how to "put" these string variables into a document variable so it can be written by the write document step.Can someone help me...

Does anyone have any information in regards to Agent Logins/Passwords linked with a Generic Password Database? For example, when its time to change the network password it will change the Agent passwords. Therefore, all Agent logins will be the same ...

Hello,I look for some description/requirements/guidelines how to create, what to create and how to configure in the system - new language. Mainly to have IVR working properly with system prompts.ASR and TTS is out of my issue.RegardsDominik

Background: We have an internal help desk queue where all customers are on internal Cisco IP phones. IPCC Express Enhanced 5.0.Problem: Is there a way that the customers caller name information can be passed to CAD? The extension is passed by defa...

Hi,Is there any document that would describe the release differences between IPCC 4.0.(5), 4.1.(1) and 4.5.(2) ?Thank you.

Hi All;I have an application that I need to know the expected delay for the call that is currently in the queue (in other words, how much the call will need time till be removed from the queue and routed to the agent)?I found the ExpectedDelay and th...

I have an agent that when she is in a ready state, she will receive a call and immediately go into either a not ready state or a reserved state, which does not allow her to answer the call. Has anyone else experience this type of problem before?IPCC ...