Contact Center

Title says it all really. ICM 7.1, CAD, IPIVR duplex install.On occasion agents are getting the wrap up box appear mid call. Has anyone seen this? What could be the cause?So far I have turned up tracing to DEBUG on the desktops.Created a new wrap cod...

We are considering moving from a Router/Logger pair to ICM Roggers. We will max out around 500 agents so the Roggers definately meet the specs. I am trying to locate a document explaining the pros and cons of using Roggers. Does one exist on the w...

I have inherited an IPCC Express System. I can log in using my Call Manager MLA id but I am not sure why. What allows me access to this system? Also are there any logs on the IPCC server that details access or data > base changes...or would these be...

Hi All; Going to use CVP in Comprehensive mode, so I can use the CallManager as H.323 Gatekeeper (with H.323 image) or there is a special needed gatekeeper?Also, we have currently an AS5400HPX having an IOS 12.2(15)T14, if I installed the IOS 12.4(6)...

hi, does IPCC enterprise also use the IPCC express server as IVR and ICD server? One of my customer deployed IPCC enterprise. I don't have enough informaton so far except for the two IP IVR servers. I logged on and found they are exacly IPCC express ...

Hi,I've CEM 5.0 SR3 integrated with ICM 7.1.I've 196 total Skill Groups in CEM (ICM routed + CEM routed). When I am trying to create one more ICM routed Skill Group, I am getting the error "nomoreskillgroupsalloweddmaximum". I've tried creating CEM r...

Hi,I'm trying to make a system dsn connection to an sql server 2005 and the connection fails when trying to make the initial connection during setup of the system dsn. There is an existing connection for another sql server 2000 that works fine and I ...

I have just installed a new IPCC express cluster the 4 server model. i have purchased a premium license with HA and a 190 premium seat license. after uploading the license i noticed that i only got 150 IVR ports which should be 300 IVR ports since it...

Hello - is there some way to change agent skills based on a schedule? I am looking for a way to accomplish something like this...Agent XM-W-F: Skill A = 3, Skill B = 5T-Th: Skill A = 5, Skill B = 3Thank you!

I have the ACD stats working for a customer but they're wondering if they can get the queue'd calls to show up in minutes rather than seconds. I have no idea how to do this and figured I would post here to see if anyone had a solution.

We are currently running IPCC Express Enhanced 4.0(5). I have enabled desktop monitoring to be able to record and monitor the agent calls. It is currently working, the only thing is that the supervisor has to manually record the agent calls. The I...

Hi.Can I create an outbound message to a customer (not in response to a received message)or a broadcast outbound message to some numbers of a mailing list in Email Interaction Manager 4.x?

Not able to change agent team in desktop administrator. Seems to be grayed out and only give me the default option and not the other team name to choose. Any ideas what could be causing this?

On IPCC Agent reports does the average hold time use the time an agent has someone on hold for a transfer as part of it's calculation? Thanks,