Contact Center

I am looking at building a contact centre for an IT user support business. The customer wants to be able to report on how many calls a certain customer has made, average call duration and all other details on an individual customer basis. I have thou...

i have installation the ipcc 4.0.5 any agents cannot be monitorings for the supervisor.this happens only in 3 ip phones.

Hi,I have a IPCC 4.0 Enhanced with a Callmanager 4.2 on the main site. The Call centre agents and supervisors are located on a different site, connected through a WAN.When a supervisor barges into a call, the caller hears the music on hold for a shor...

Trying to upgrade a multicluster (5 servers)from ccm 333 to 335 with CRS 313 and then on to 423 with CRS 405. I assume that the ccm goes first since the CRS 405 is only compatible with V4 ccm so i got the CCM up to 423 and left the CRS at 313, then c...

hello, i have installed 2 CCM (PUB + SUB).my question is : should i install IPCC in the two servers or just one the Publisher ?i don't know what i must do ? thanks to help me.

Is there any utility within the Cisco Supervisor Desktop that permits to convert the call recording .wav files to text?

Quick question,Do I need to install SQL2000 from cisco-supplied CRS disks in order for me to be able to use high availability? I have SQL2000 and the appropriate licenses, but no cisco-supplied SQL2000. I have my own copy, though.-Shikamaru

I am trying to configure 2nd CRS script that just plays simple prompt. The prompt is the same as in 1st script so I know prompt is good.I have created a new Trigger/Application/CTI RP and so forth. All Subsystems appear OK. Saved Script, reloaded ...

I have a script that I have used with IPCC 4.0 that uses the upload prompt step for uploading prompts to the repository, but when I try and run this script in 4.5 it seems to fail on the upload prompt step. Has anyone had any experience using the Up...

I have an app I wrote that uses JNDI for a database lookup, via DNIS. As long as the database server is online, there is no issues. If the server goes offline for an unplanned event, when the JNDI database call is made, the user hears about 1 minu...

Occasionally, the CRS Node Manager will fail on our CRS cluster Master node, after which the cluster fails over to the Secondary Node.In the Event Log, there is Event 7031:"The Cisco CRS Node Manager service terminated unexpectedly. It has done this...

I have a customer who uses copy and paste for telephone numbers to the CAD dial pad. They have pc's with IE 6 and IE 7 installed. The behavior on the pc's with IE 7 installed is such that when copying a phone number from an application (not IE) and...

Very randomly a call will ring on an agents for phone 1 ring then stop and hang up The call will show up as a missed call on the agent?s phoneThe agent automatically gets put into ?ready state? (in normal operation if they miss a call they are put in...

When we try and install the supervisor desktop, we get an error saying "Invalid argument" after the screen with the IP address and the port number. We had uninstalled the orginal software and removed all of the registry keys and still can't get it in...

Hi, We use Cisco Call Manager, use a 2811 router as voice gateway. Once I power down the 2811, when I power on the router, Voice phone system can't be use anymore, I can interal call but when I called outline any number, It always busy. The use can't...