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,What is the better way to permit the supervisor determine what time or what day the agents will be available to answer calls ?The normal schedulle in my Contact Center is 08:00 to 17:00 in the weekdays, but the supervisor wanna have the available ...
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,I'm queueing calls to a particular skill group. I'd like the calls in queue exit when the queue time exceeds a threeshold.I'm using the Call.TimeInQueue variable: in the "Queue to skill group" I set the "Consider If" tag at the following: Call.Tim...
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...
HiCould somebody guide me the steps and software required to build Sprawler ICM 7.2 on a single PC for test purposes. I have ccm 4.23 running in lab.thanks in advancecheers
I need some ideas...When a call is queued, I want the possibility that the customer can push 1 and hear some info, and in the end, push 9 if he/she wants to reenter the queue(at the same position) . any ideas ?
Hi, i want to learn IPCC Enterprise & IPCC Express.So can anyone give me good link for Good CISCO Documents.So that i can Learn.I am very new in IPCC.So basically i need to start from Low end.....Thanks,P.K
Does anyone have an example of calling a oracle stored procedure from a DB Read step? I am currently using exec stored_proc $input_var , $output_var from the DB Read but only get a SQL error in return. It would really help if the example could show...
Brand new IPCC 7.0 install. Services are up and talking to each other. Agent can log into the CTIOS agent desktop just fine. If you call the agent's extension directly, you see the call on the CTIOS agent desktop when the phone starts ringing. So...
I'm trying to export IPCC Express 4.0(4) historical reporting data into Crystal Reports. IPCC installed with MSDE. CM 4.2 has SQL 2000. Can't seem to get past OLE DB (ADO) connection screen.Server: tried ipcc and CM IP \CRSSQLUserID: tried sa and ...
Scenario.. A call finally progresses itself through a queue and is presented to an agent... if the agent misses the call and is subsequently logged out of the queue then the caller is placed to the "back" of the queue!What would cause this?
