Contact Center

Dear All,I have configured the IP IVR 4.5 with default Script (aa.aef) & working fine. But I want to edit or make a new script as following requirement:In default, it says that, press 1 for desired extension, 2 for name & 0 for operator. How can I ma...

Is any solution for getting XML page from server with authentication?I have read in "CRS Scripting and Developmenent (4.5)" about "Create URL Document" but there is described only an example for sending atributes is URL.My server with XML page is Mic...

Would like to modify entsvc reports in Webview (ICM 7.2) Info maker is not integrated into the ICM software nor is it recommended to install Infomaker software on the AW.So how does one modify a report. I would like to remove columns from a canned re...

Hoping you guys can help with this. I need to have my script dial out to a paging system and play a prompt. Getting it to dial the paging isn't so hard but the prompt always plays back to the caller instead of the paging system. Has anyone tried t...

we are running IPCC enterprise with ICM 7.0 and ccm 4.1(3) sr2 when some of the agents goes into ready state then automatically there status goes into reserved then after 5 to 10 sec there state becomes ready and call lands on the CTIOS ,please updat...

Hi,I have IPCCX 4.0.3 with license enhanced, under RMCM subsystems there is no remote monitoring link???how can i configure remote monitoring for supervisor.shall i configure Span on the switch only?RegardsHaitham

Not able to route E-mail messages to the right agents(Email Manager)

IP phone agent seems to be able to log in but cannot go ready. There are no soft keys available to go ready... Here is a bunch of output from traces. This is an existing implementation that has been working fine until we moved the servers from one ...

FATAL FCVMS112 splk_pcap_open_live() failed. errorBuf = Erroropening adapter: Access is denied.These errors repeat until the server eventually runs out of resources.The CAD service manual shows this error caused by the Voip monitor service trying to ...

Hi,We have IPCC 6.0 Enterprise single site setup, whenevet we try deleting agent PG/CTI server restarts, not only one side both the side restarts. same problem happened more than two to three timeschecked in the even viewer shows some errors : Even...

Is it possible to have an agent log into 2 different queue's on the same phone at the same time?

Hi all,This post relates to the configuration of a Symposium PG with Cisco ICM 6.Please let me know if this is not the correct forum to post ICM related questions.In the PG Explorer, when entering the positionId and IDN information, I noticed that us...

Hi All,we have running IPCC Express 4.0 SR1, as of yesterday it was working fine like ,it allows us to make changes. But suddenly today it is allowing us to make any changes. We rebooted the IPCC Express server but still we are facing same problem.Pl...

Hello,There is an infrequent issue that my call center manager complains about where an agent will receive a call (i.e. the call gets past the "connected" step in the script) and then it will go abandoned. I am assuming the caller is the one disconn...

Hi all, we have ICM 6.0 and it's domain controller child in company AD are in functional level windows 2000 mixed, can we rise functional level of icm ad to windows server 2003?