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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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I am in the design phase of an IPCC Enterprise with EIM this question came up if an agent logs out do the items in there inbox automaticly return to Queue so another agent can handle this contact?

sdempe by Beginner
  • 1 replies
  • 0 Helpful votes

Hi,i am working with scripting those days, so i am wondering if someone can guide me through a document which explains each step and gives an example of it working.I already read the IPCC express book but it does not give example of usage.thanks for ...

twissam by Beginner
  • 4 replies
  • 0 Helpful votes

With CVP 4.0 I am wanting to use B-ACD as the fallback queuing on the edge router. The supported router is IOS 12.4(6)XT which uses SRST in fallback mode and hence no queueing. Anyone used B-ACD on IOS 12.4(6)XT?

Does anyone have a way in IPCC to be able to take a call out of queue connect it to the agent and then play a greeting so both can hear? Basically, I?m wanting to play an automated welcome greeting personalized to each agent. The problem is the dela...

admin_2 by Participant
  • 2 replies
  • 0 Helpful votes

When I run the report named "detailed call by call CCDR" report I get a total of 240 calls. When I run the "Contact service Queue Activity" report I only see 126 total calls. Why am I seeing different amounts of calls in two reports that should mat...

Is there a way in IPCC to create a .wav file to use for a greeting when people call. Do you have to create the .wav in another program and copy it over to be able to use with IPCC.Thanks any help appreciated.

I am seeing our daily BARS backup of CRS fail on a random basis. Looking at the log files the CRS backup fails at 99%. There isn't anything obvious in the BARS log or trace files; it just stops. Has anyone seen anything similar? Is there a way of inc...

mmelbourne by Contributor
  • 1 replies
  • 0 Helpful votes

Hi, i'm after the recommended approach for setting up the IP IVR in an ICM environment with Nuance speech recognition server. Can someone point me to a guide/document? thanks.

I am curious if anyone knows the exact formula IPCC Express uses to calculate the expected wait time. Sometimes the system returns the vaule of -1 to the interger that i have set up to store it. Should I be using another variable to store this?