Contact Center

In UCCX 5.0 there are several Report Templates. One of the template ist the Traffic Analysis. But unfortunately I could not set up seom needed paramateres to this report. Is there a possibility (documentation, software etc.) to change these report te...

I have a sales rep who handles new creditcard applications. He needs to be able to manually record his conversations. How can I go about setting this up for him? We are using Cisco CallManager 4.1.3 and IPCC Premium 4.0.5.Thanks

We run IPCC 4.0(4) and one of the users states that they were recording a call and the conversation cut off after 14 minutes and 30 seconds. They are asking if there is any time limit before recording drops. My question is not only that, but, is th...

Adding es_MX, already have es_ES and en_US, 1)installed language on TTS2)added this language to OSSserver.cfg3)stopped/restarted both services, Realspeak and Media Server4)Added new language to CRSsample CRS script plays en_US when es_MX selected, wh...

Hi We are gettin an error The product Windows Server is out of licenses. Use License Manager from the Administrative Tools folder for more information on which users are out of compliance and how many licenses should be purchased--------which is wi...

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...