Contact Center

Our environment include a CCM 4.1 cluster, a CRS IP-IVR server and an IPCC Enterprise 6.0 system. Counting the calls handled by Contact Center for a specific CallType (5006) I've found a data mismatch...From call_type_half_hour table definition in DB...

Is there a method to extract a section of data in a string and place it into a new string? I wouldn't necessarily know how long that data is prior to running script, but know its inbetween 2 commas.

We have IPCC-x 3.5(2) and Call Mgr 4.1(3)sr2.When a caller comes into script A and presses option 1, agents A answers. Caller pressed wrong option, so Agent A transfer the caller back to script A and presses option 2 then completes the transfer. (...

I ran an Application Perform Analysis Report and the applications listed are the main IVR and the menu options (CSQs). The main IVR script is setup to mark "Handled" when a successful redirect to the CSQ occurs. Should total calls handled by the Main...

We are trying to setup an auto attendant tree whereby on pressing 1,2 or 3, the AA transfers the call to a mobile phone. If the mobile phone then doesn't answer or goes to voicemail, we would like the AA to pull the call back and try another number....

Hi guys,i have seen this question asked but not been answered yet. I have configured ONE BUTTON login as stated on this url http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008029e6d5.shtml but i want the agent to automa...

HelloIm receiving a error after upgrading IPCC Express to 4.0(5), SR1 is not installed yet. Bars version 4.0.11[02:00:06 AM] Error: unable to process archive component: com.cisco.archive.impl.component.cluster.ClusterArchiveComponent; nested exceptio...

Hi All,I'm building an application (IPCCx 4.0.4) that will page an on-call technician based on a calender listed in an xml file. I'm an xml newbie, and I'm having trouble figuring out how to configure the "Get XML Document Data" step. How do I list a...

When trying to add a script application, I get the message "Application Notification Failed on the following servers" (hostnames of primary and failover IPCC servers).The Application does get created, but no script is selected so it doesn't work. Al...

Hi there folks.I'm hoping you can help me with a CCX script query with IVR options. No probs there. One of the options goes through to a CSQ.When the calls that go through to the CSQ are connected to an agent &/or are abandoned, the reports are inc...

In the CCO documentation it states, if Call Redirect is used (i.e. to VM), it can cause double counting in reports. It states to use the Select Resource Step instead to avoid this. Does anyone know how that would be achieved with Select Resource (pos...

Is it possible to deploy multiple instances of ICM for multiple customers so that each has a separate webview configuration, CTI OS configuration, etc??

Hi allAny one know how to:- Agent Desktop auto login (user don't need to type user/pass)- Agent Desktop auto login after failure or network problem (by default, when have problem, all agent is logout)- Agent will have state ready after loginThanks f...

I'd like to know what level of competency does one need with Java and HTML in order to truly become an IPCC scripting guru? Also, what other skills are needed to be able to design high end scripts that customers typicall ask for. I have no programm...