Contact Center

Can someone please tell me if a document exists that clearly makes a comparison between these two systems. There seems to be a huge difference in cost, but no clear mention what benefits (beside number of agents and improved CTI)the Enterprise has o...

Hi,I got complaints from my clients that a particular agent in a service queue was receiving allmost all the calls.I then came in and reduced the skill level assinged to that agent. Immediately I did that, calls stopped coming into the queue.Please h...

Hi - I upgraded from IPCCX 3.0(3a) last spring and only had licensing for 1 IP Phone Agent. TOday I received 7 license files which I'd like to activie. Can I simply run the license upgrade tool and point to those new license files to make them LIVE? ...

I am using CVP 4.0 H.323 Comprehensive Mode and need to redirect an incoming call after self-service to an external destination(or external service center)Q1. What is the best way to do this?For this I am using ICM labels that gets processed by CVP V...

Hi!How do I change the RNA timeout, and can I do it individually per CSQ/Team or do I set it as system default?Is there any other way to change the "Agent state after RNA" execpt for the over all setting in the "System Parameters Configuration"?I hav...

Hi,i have an existing database of contacts and i would like to make outbound campaigns based on that database. Is there any way for UCCX to read that info directly from the database, without importing a CSV file? Also, is there any way to do scriptin...

Does anyone know if the agent name, password, and extension can be passed to the program in the launch of the app? Customer wants the agent to login without authentication. UCCX 5.01.

Hello,We have IPCCX 4.5 system, but we are unable to make changes. We can't remove applications, scripts, prompts etc.The error is: com.cisco.app.ApplicationException: can not acquire ClusterMutexcom.cisco.config.ConfigException: UnmarshalExceptionja...

Callmanager 4.1(3)SR2, IPCC 3.5(3), Agent 4.7.7.4When I start the Agent I recieve the following error "Recording and Statistics Server is down and is attempting to recover ... Recording and Agent Statistics will be unavailable.". We are not using re...

In my script I have a step that checks a database field to see if the call centre has been put into an emergency state. If it has all new calls will be played a message and then hung up.I need to be able to apply this method for all callers within th...

dear all,we just finished our first CUCCX implementation, however have some outstanding issues from which this is the first one that customer wants to be solved.situation: during inbound calls an agent gets connected and his state correctly changes t...

Can anyone tell me if there is a limitation on the number of Dialed Numbers that can be configured in ICM? I am working on an implementation with close to 100,000 DIDs and 22 routing clients per DID, so I am looking at roughtly 2,200,000 DID configur...

Any one successful at deploying agents who will utilize CAD with IPCCX and softphones through Citrix or MS Terminal Server?Looking to hear what does and doesn't work, any research or insight of others both good and bad would be helpful.The ultimate g...

Hello,I am using longest wait duration reporting statistic so that callers hear the current longest wait time. I would expect this value to rest as the call volume reduces and people are waiting less, but after a few test calls, it is still giving th...

Hello everybody,i am trying to add a device profile with axl and php5. Actually i'm getting the following error message:Security Profile is not supported for this deviceHere are my parameters:Array ( [newProfile] => Array ( [name] => Tester...