Contact Center

HiI can't not find DSBrowser utility in CTI Manager Server under the following path c:\Program Files\cisco\desktop_config\utilNeed help !!!Thank you.

I'm researching the possibility of having 2 ICD extension(s) under one device profile and agent desktop login.We are using CM 4.1 and IPCC Express 4.0(4). Agents login using extension mobility and use Cisco agent desktop. Agents are using 7940G phone...

We are planning to install Nagious Monitoring tool on IPCC Express Server. Basically Nagious Tool is used for to monitor CPU/Memory utilization, Disk usage and other resources. To monitor these resources Nagious Agent needs to be installed on the se...

Hi When one is upgrading from a Win2000 Server to Win2003 Server to support ICM version 7.2(1) what changes does one have to do or see in the Operating system.To be clearer i have a box with Win2000 server and ICM version 7.0. Now i want to upgrade t...

When I try to make "Ready" in my IP phone, I find the following error message."You cannot change to Ready state while your phone is out of service. Other agent states are available."But, I check my IP phone is normal. I can ring it from outside.

Does anyone know if there is a way in IPCC enterprise to determine if agents are using the desktop application or their desk phone to transfer calls?We are looking for a way to spot check if agents are following procedures.Thanks

We have implemented a script to conduct automated call recordings for all agents, and have found that some of the recordings for various agents are corrupted and are only 2Kb in size. We use rspan for call recording to eht UCCX server (not endpoint r...

Hello,We are about to use the Record_With_Confirm audio element for our users to create ad-hoc messages. In our configuration we have two media servers, but I notice in the element it can only FTP to one.Has anyone come up with a work around for this...

Is it possible to display the real time script monitoring stats on a plasma screen as a wallboard for the call centre. If so, how is that possible?

Historical Reporting v. 4.0 -- We need to get a report letting us know what menu item is selected by callers. Is this possible. Any assistance is appreciated.thanks,Michelle

Anyone knows which player can we use to play this .raw files. I think before 4.0 the agent recordings .wav right?Regards,

Does this function is support in the IPCC Script in the DB Get Step ? SELECT MAX(expression )FROM tablesWHERE predicates; Using IPCC version 4.0(4)_Build140 Thanks

In the older release of IPCC Express, I have seen an advise in the documentation that we could not installed on the same pc the 3 softwares (CAD, CSD and Cisco Desktop Administrator). We just installed an IPCC Express rel. 4.0(5) and I cannot find t...

I am trying to create an address book in ipcc express that will contain a master directory for our operators. I see that the information is contained in a CSV file but it has some special characters in it. Has anyone had any luck importing informatio...

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...