Contact Center

Hi,just wanted to know, if we purchase IPCC 5.0 premium edition, do we get ASR and TTS with the system or do you need to purchase these products separately. also, im assuming that ASR means i can call into the contact centre and use my voice for some...

Remote Agent reports that UCCX 4.5 Cisco Agent Desktop pops up a error "Phone may have active call. Hang up the call and try again". Since she is remote across WAN my first suspect is connectivity, maybe her last call the Agent Desktop lost connecti...

I am running CM 4.2, IPCC 4.0(4). The agents have the IPCC phone agent and the supervisors have the supervisor desktop on their PC.When you are in the Supervisor Desktop the buttons to monitor or barge a call are disabled.Dose this need to be configu...

Hi there,Does anyone know how to configure skill level so that the most experienced agents would always answer the calls first. If they are all engaged, then the inexperience agents would then answer the calls.I am using CCM 4.1.3, not legacy PABX.Th...

I lost the password to login to the RTMT.Please let me know if there is any link available with the steps on how to recovered the password.Thank you.Zeek

This is the customers request. If a caller is in a Queue, could we set it up so there would be an option for the caller to leave a message or call back number? He wants the message or call back number to keep its position in the queue until an agent...

I all,I've the following problem:configuring the Import Rules for outbound option I can't change the "Phone01" field length in the Definition sheet, that is when I try to make it longer then 10 characters I get the error: "Only 10 characters are allo...

I have IPCC Express Enhanced 4.0(5) running on a server residing on a different subnet/vlan and switch stack as my agent phones... Anyone have a work-around for this topology? Thanks!

Hi,I would like to know if there's a parameter or how to make sure that a call queued in a Select Resource step will not be dropped ? We have a client that needs to keep customers waiting for an available agent as long as over an hour. I know, it's n...

Hi,We have CVP 4.02 standalone deployment. The application call flow is such, whenever a customer calls in, the ingress+vxml gateway sends a http request to the vxml server, we have a specified an element which captures the GUID & Call id and is used...

In the past I've used the HolidayDoc script in the script repository on several IPCC 3.5 systems without a hitch. As a refresher this script uses java steps to obtain today's date. Furthermore it compares a list of dates in an xml file to todays da...

Hi,I'm running IPCC Version 4 on CCM 4 and I have a small script set-up for a mini call centre.However I would like to automate the emergency process a bit easier, at the moment if there is an emergency e.g fire, someone needs to login to the CRS ser...

Hi All;By doing the IPCCE upgrade from 5.0 to 7.2, then the Database will be changed (table names, coloumns)? As we have a third party application related to the CRM that do a read from this IPCCE DB and we need to check that the upgrade will not eff...