Contact Center

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AMA Forum- Design, Deployment & Troubleshooting on CCE CUIC & LiveData

Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...

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Mark Answered Call as

I am using IPCC Premium Version 4.0,one of the customer requirement is to mark a call when answered as say for Eg. "Inquiry" , "Sale" etc.The list of all this tags needs to popped up when the call finishes and agent can select the relevant type of ca...

IPCC Call In Queue Alarm

We have a customer that has replaced a NEC solution with IPCC 3.5.3. The old solution was able to send an alarm (beep) when calls were waiting in queue. This might occur if all agents were busying and prompt over flow personnel to login. The customer...

t.daniel by Beginner
  • 9 replies
  • 0 Helpful votes

Launch External Application question

Howdy. I would like to have my Agents have Remedy (our Helpdesk application) launch when they start their CAD. Does Remedy need to be installed on the CRS server in order to be able to do that?We are using 4.0.4 (or 4.0.3) Premium.

juwaack68 by Beginner
  • 3 replies
  • 0 Helpful votes

IPCC Agent Login - CCM Publisher Failure

IPCC v4.5CCM v4.1(3)Guys,I am using the CCM Publisher & Subscriber design with IPCC v4.5 on aseperate server. We recently had a failure on the Publisher and although logged in agents remained active and the CTI Service flipped over to the subscriber...

cmcinally by Beginner
  • 5 replies
  • 0 Helpful votes

What hardware for UCCX-45-ENHANCED?

Can I configure:UCCX-45-ENHANCED NEW Cisco Unified Contact Center Express(UCCX) 4.5 ENHANCEDon HP DL320-G5 server?And what OS I should have?If not, what are the hardware requirements for UCCX-45-ENHANCED?Tnx

vjemin by Beginner
  • 1 replies
  • 0 Helpful votes

UCCX 4.5 Screen Pop

I am looking to provide screen pops to a UCCX 4.5 by passing the ANI to it and popping customer information from a SQL database. Can I do this with Enhanced Agents or do I need to purchase Premium agents in order to perform a screen pop?

fiene3606 by Beginner
  • 1 replies
  • 0 Helpful votes

Clarify CRM CTI Integration

Hi We want to setup Clarify CRM CTI integration with CTI Server using either ActiveX, DDE or OCX.Does anyone have any step-by step guide to expedite the same.The current Version of ICM we are using is version 6.0

JTAPI subsystem in Partial Service

Hi,The Ip-IVR queue manager Jtapi Subsystem shows Partial Service.I have check the triggers, CTI groups & its association with JTAPI User configured on the Callmanager. I am also getting errors on the ICM Rogger as Event ID 351: Translation route tim...