Contact Center

When going throught the CRSX wizard to create CTI Route Points and CTI ports I am getting twice the amount of CTI ports that I have requested. There are not error messages in event viewer and the wizard completes successfully. For instance, when I ...

I have a customer that is using IPCC Express 5.0 with CallManager 5.1. CallManage is set up for LDAP Authentication for End Users. According to “Understanding the Directory”http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/5_0_1/ccmsys/a...

Hi All;Once the call list imported to the ICM, I need to know how I can determine the used skill group to do that outbound call (for each number) based on doing a query (via the Application Gateway), this query will send the telephone number (need to...

Dear sir i m using CCX5.0 on MCS7916 Appliance.I would like to know that CCX-50-WFM-S1 1 seat license need a extra hardware for Workforce Management or we can use this on same MCS7916 Appliance.and how it works with CCX5.0 and why this license is use...

we have IPCCE with CVP and gatekeeper when we tried to land a call to agent with 3 digit extension (100) the cti goes int reserved and the call doesnot came in , but when we triesd 4 or 5 digit extension it works fine please help?

Hi!On an IPCC Enterprise solution, how can I get SMS (messages to mobile phones) functionality from the agents desktops? Is there an additional module that have to be purchased?thanks,Mario S

Hi! I am trying to replicate a Definity vector that queues calls to agents logged into a hunt group. The hard part is that the vector has the "converse-on split" command which basically conferences in a separate IVR that can play prompts and except...

I am relatively new to IPCC scripting, and am still waiting on the proper learning material to arrive. In the meantime I need to add a zero out/time out option to an existing script. I can't seem to locate the proper object in the CRS editor to add...

I've got a brand new 7825-I3 that I loaded a Unity platform disk (latest server 2K3) on and now I am trying to load UCCX and I get an error "...hardware provided by Cisco...is required to install CRS...installation will now abort."Ideas? Thanks.

DESCRIPTION:An agent will be on the phone using the only line, and the IPCC will present a call.BACKGROUND:CCM ver 4.0(2a)sr1 (yes we are getting them to upgrade)and IPCCX ver 3.5(3)All Agent Desktops are running XP and the same version of the Agent ...

Does anyone knows that if the UCCX 5.0 outbound feature also workflow actions? so i can call an URL / run execute when the call is answer / ring / drop. I have tried to use the default rule and define an action for call a program. It works with inbou...

HelloAs in the title can anybody confirm if phone 7911 can be used for ContactCenter Express 5.0 only with XML service?Does exist phone xml service for 7911 to log into the CC queue??

Dears;I noticed the use of Media Routing Domain with Outbound settings, the question is: what are the domains that should be configued on the ICM? And why we need such domain called Media Routing Domain to communicate with the outbound dialer?As I kn...

Really I am sorry to duplicate the question, but I might need to re-ask the question in a right way: Did any one face the following problem with IPCCE ver 5:In outbound, if destination is busy or did not answer, and agent need to re schedual the atte...

Hi anyone,How can i restrict the campaighs to use certain ports(we have max. 20 ports here)I have two campaighns , i need one campaighns to use only 10 ports(dedicated always) on dialer Aand the other campighs to use the other ports (10) on Dialer BI...