Contact Center

Does anyone know a good document that explains CRS-ICM integration. Config examples that explain IPCC post route from CCM would be great.Can't really find good info in cisco.com. CRS admin guide is not enough.Thanks.

Am I the only ICM user that has the following executable on their servers? Our security group found this file and suspect that it is a program called Aeasy Registry commander, but I suspect that it is a part of ICM Support tools suite. Anyone know ...

Hi All;Is there any possibility to know (from script) the currently logged in agents? If yes, how can I store their agent id in a variables to be passed for the store procedure (via the odbc)?This is possible via CRS or should be via the ICM?Any help...

Hi all,I'm trying to build some weekly reports in infomaker but can't quite figure out the convert statement, I pulled the daily one from the out of the box reports:convert( datetime, convert( varchar(10), Skill_Group_Half_Hour.DateTime, 112 ))But do...

Hi,I'm using UCCX 5.0(1), and CRA editor. I need to make an script for queuing some calls but I'm having trouble. I already define some Contact Service Queues in RmCm Subsystem. Also I make some basic queuing script,but I can't find the way of how to...

Can multiple SQL databases, aside from the ones that IPCC uses, be created on the IPCC server? Or should they be created on a separate server?Thanks

i have installing a ipcc 4.0.5 a super visor cannot be monitoring 3 agents.this agents haven ip phone + cad.i need help ! en this case. Please

Hi all. I have a customer that is currently running CME. They have 8-10 sales guys that answer incoming calls from a shared line. They require the calls to be broadcasted to each phone. I know broadcasting isnt supported in CME but does any one know ...

Hi pro's, :) I have an issue with Callmanager 4.2.3 and Genesys (IVR)I have no experience in Contact center configurations,this is why i post my issue on the web.Actually,the 2nd RONA does not work Following scenario:- Inbound call- Distributed to...

Hi there,what are you using as CallCenter phones ? IPPhones ? or IPCommunicator ?Thanks.Andrei.

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.