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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?

Anyone know how to increase the number of rings in agent phone? I think the default is three rings.I am using IPCC 4.5 Enhanced version with CCM 5.1

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?

Hello all,Running UCCE 4.52 with an Enhanced License with it connecting to the subscriber of a CM 5.12 cluster.Upon running the CRS Editor 4.5(2.017) from my laptop it connects to the server fine when I log on using an account I've defined in CRS Adm...

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...

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...

Hello, i use CRS 4.5 communicating with CallManager 5.1(2). When i want to add a CRS administrator through CRS User Management Tools configuration page, i am not able to find users BELOW a precise OU of the AD. However, on the CallManager End Users p...

In CTIOS Toolkit Agent Desktop, to transfer the call either u have to enter or select the telephone number from the drop down list, is there any way to use agent names or agent IDs to transfer the call ?

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.

Does anybody know the default abandoned call timer for IPCC Express? Or does it count all calls that have hit the Select Resource step. If there is such a timer, can it be changed? I want to stop calls being counted as abandoned before 5 seconds. ...

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...

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?