Contact Center

I am getting a message from CRS 4.5(2) that after going through the long wait for it to create the CTI ports I get this error: Could not create CTI ports and lines on the Callmanager. I can search for the CTI ports on the callmanager while I am wai...

Has anyone found a way to automate agent reskilling? For example, say a group of agents have skills 1,2, and 3 and during the day misc additional skills are added to individual profiles within the group. Is there a way to run a script that would retu...

I'm a newbie. I see a lot of discussion on manipulating the db_cra in regards to Historical Reporting. How do I locate it? We just installed our system 2 weeks ago from a 3rd party. I'm responsible for supporting it now, and haven't had training ...

I purchased a IPCCX 4.5 Cold Standby License with spare hardware of course. My question is the part number UCCX-4.5-ENH-CS come with a PAK to register or anything? Basically do I need to do anything with the license or is it just a softcost license...

Just installed CAD 7.0(2) with ICM 7.0. Agent can log in and go ready, but none of the call control buttons are lit...they are all grey. Consequently, can't receive calls from the queue and can't place any calls. The agent extension is associated ...

We are going to upgrade our IPCC 4.0(4) to 4.0(5) but we want to test in the lab first.I have built both the callmanager and an IPCC server and done the BARS restores. This process was successful for both servers. Prompts seem to be working okay so...

When we search a particular call by using historical reporting, we see the duration showing 3min 01s, but the crystal reporting showing only 3min. How the Historical reporting capture the talk time, by all sec or min:sec format? I am using CRS 3.1th...

I've configured Line 1 is ACD extn and Line 2 is private extn. I would like to know whether IPCCX report can see the call activity on Line 2 of private extn.

Hi, My company is deciding which version of IPCC should buy and personally I have the following question: Does the Enhanced version allows you to create and edit prompts?Is it the prompt editor included in the software? Thanks

I am working on a project installing/configuring a HA pair IPCC Express servers:Server OS 2000.4.4a SR10 IPCC Express Version 4.0(5a) / Enhanced We upgraded scripts from our 3.5.2 IPCC legacy evironment. When we test those scripts on a call center i...

I am trying to install the CAD software in a PC with Windows XP SP2 and when I enter the CRS server IP address I get "the parameter is incorrect" error.Anyone familiar with this?

Hi,I have 2 CCM servers (Linux based, 5.1(2) version) and one IPCC server 4.5 version.After initial setup I have only one available CTI server (publisher) and I don't have subscriber as available. CTI service is activated on subscriber.Why is that so...

We are in the process of upgrading IPCC Express from 4.0.4 to 4.0.5. The Cisco Agent Desktop upgrade requires Administrative Rights to the Local PC in order for the Desktop upgrade to be successful. Is there a way to just grant rights to the partic...

Could somebody clarify the 'selected' branch for the 'Select Resource; step? If a connect is done within the 'selected' branch and it fails, what happens? Will the call go back in the queue - go to the Queued branch? or do I have to send it to the ...