Contact Center

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 ...

Hi ,I am trying to measure the outbound calls made by each agent from his/her extension.I am trying to use the resource table from db_cra database and contactcalldetail table from db_cra_ccdr database but not able to pull the right numbers.Has anyo...

I wanted to get a second opinion, for some reason I thought using the CAD Monitoring/Recording as long as your PC running the Agent Software was plugged into the back of the phone and depending on phone model made sure you configurd to "Span to PC Po...

Hi,Can someone provide the Documents related to gaining the knowledge(understanding and developing) about scripting for CRS and ICM.Regards,

Hi,Is there a way to logout agents automatically at a certain time? Lets say every day at midnight, I want to logout any agents that might be logged in in a certain queue.Is that possible?thanks

Is it possible to determine if an agent in my call center is hanging up on someone? I pull the Agent Detail report, but the call disposition codes all look ok. I am trying to figure out what this agent is doing. He is averaging 2:00 or less per ca...

IPCCX support ring no answer feature, if call present to agent, but agent is away from the phone without press Not Ready. The call will ring for a while and it will return to queue. At that time, system will automatically Not Ready that agent. I woul...

I have recently created and implemented my first IPCC call center. I have 4 phones in the design and the agents tell me that their phones will go to the not ready state after 15 minutes of no activity. I know the phones will do this if a call is not ...

I am reviewing the db_cra database structure. I am seeing a profileid column throughout the table. Can anybody explain what it is? How is it set and what is it used for? Thanks in advance!

I am using IPCC Express Standard 3.1.3. I am trying to set up a holiday schedule. I know that I cannot use the Java Steps or Database dips to get this information. Is there anyway to get the current date to compare to a list of holidays?ThanksDave

I have currently a call group with 150 CTI ports. I need to change it down to 130 and create a second group for a new dedicated incomming call group. Is it possible to change the number of the ports on group 0 down without deleting the whole group.