Contact Center

Our current PBX system has the ability to display every agents status in our entire call environment every five seconds.Does the realtime reporting on the Express or Enterprise do something similar ? Or is there another component that performs this t...

Folks, we have a small call center with 20 agents, we are running ipcc express with 4.x. We would like to give the dialer an option to reach Auto attendent while waiting in queue, can this be done, can we call another script from a script based ...

Having the same problem - like most of the others who posted, Rascal server unable to start. After following TAC case K20816479, now I have no rascal server anywhere - tried going back to 3.03 but rascal wasn't and option for install either. Anybody ...

Hi all.I am working on afterhours CRS Script. What I am trying to accomplish is that, when clients dial afterhours, Ask them for a Pin code and if they entered the right Pin they will get transferred to the afterhours Call Centre, if not to a local v...

Hi,is it possible to make custom reports, that contain fields from a custom database in UCCX 5 or do you still need Crystal Reports to do that?

We are running IPCC 4.1sr1 . We can successfully monitor calls/ Record calls and Remote monitor G711 calls. However when we attempt to do this for Wideband calls (Wideband is used throughout CM 4.3 cluster)that are servicing the internal customers on...

Hi,IPCC CRS 4.0.4 installation finished. Not any error during the OS/IPCC installation.(hasn't installed service release yet)while I configure IPCC, It keeps running SQLUtilites installation program. Anybody has any idea?(Background:2 IPCC servers(1 ...

IPCC 4.0.5 Enhanced. Beside the reports available in supervisor desktop, is there a way to give supervisor access to only their own CSQ with Historical Reporting? Also, in the SRND, it is indicated that the number of simultaneous sessions supported...

Can someone please tell me if a document exists that clearly makes a comparison between these two systems. There seems to be a huge difference in cost, but no clear mention what benefits (beside number of agents and improved CTI)the Enterprise has o...

Hi,I got complaints from my clients that a particular agent in a service queue was receiving allmost all the calls.I then came in and reduced the skill level assinged to that agent. Immediately I did that, calls stopped coming into the queue.Please h...

Hi - I upgraded from IPCCX 3.0(3a) last spring and only had licensing for 1 IP Phone Agent. TOday I received 7 license files which I'd like to activie. Can I simply run the license upgrade tool and point to those new license files to make them LIVE? ...

I am using CVP 4.0 H.323 Comprehensive Mode and need to redirect an incoming call after self-service to an external destination(or external service center)Q1. What is the best way to do this?For this I am using ICM labels that gets processed by CVP V...

Hi!How do I change the RNA timeout, and can I do it individually per CSQ/Team or do I set it as system default?Is there any other way to change the "Agent state after RNA" execpt for the over all setting in the "System Parameters Configuration"?I hav...

Hi,i have an existing database of contacts and i would like to make outbound campaigns based on that database. Is there any way for UCCX to read that info directly from the database, without importing a CSV file? Also, is there any way to do scriptin...