Contact Center

I have a customer that is wanting the agents to be able to log what type of call they recieve. Is there a way I can allow the agents to input a "call code" for each call...This would be helpful in reporting the volume of each type of call without im...

I need to configure frame relay's vpi/vci in a 1751 router but I don't know how to do it. On PoP 1 the vpi/vci= 0/82 dlci=16. On PoP 2 vpi/vci= 5/175 dlci-16. Any advice?

I am having a random problem where when the Database and Historical Reporting server fails over to the High Avail server the rtcsqssummary table does not get updated on both servers. The historical databases are fine. Am I not understanding the con...

Hi,What is the maximum number of customer instance supported per NAM instance? What is the maximum Call volume that can be handled by a single ICM router instance?

Hi,i just want to know if there is a way to monitor your Hotlines which means in a IPCC enterprise Deployement monitoring the CTI-Route Point. So if a hotlines fails you get informed. I tryed using Callmanager RTMT tool, under Performance but this gi...

I am running IPCC enterprise 6.0 with duplexed PG, duplexed Rogger, duplexed CTIOS. I am also running a dedicated CAD server with CAD and CTIOS running on the same box. And the other CTIOS service is running on PG1B. My problem was I took down PG1B d...

Hi List;What is mean by the CED field (when we do agent-to-agent transfer, then the PIM place the dialed number (agent ID) into the CED field before it sends the route request to the ICM router), what it means by the CED?RegardsBilal

HiWe do have IPCC 4.0 and wonder if there is way to tag incoming call. we have range 1000-1020 for company A and range 1050-1070 for company B. lets say user call 1001 and it should be Alpha tag with company A.Any thoughts how to achieve in IPCC.BR,S...

Hey guys, I am having a little problem understanding pieces of this report. There are two items "Calls Presented" and "Calls Handled". For some of my agents this report shows 100 more calls presented then handled. At first I thought that maybe the 1...

Hi We have recently bought Ericsson MX-ONE Telephony switch. We are considering the possibility to use it with ICM. On the Cisco site it says that a PG does exist for Ericsson MD 110.http://cisco.com/en/US/products/sw/custcosw/ps1001/products_feature...

Does IPCC Enterprise support Cisco CRM Communications Connector? I know it is supported for IPCC Express but nothing is mention about the IPCC Enterprise. Thanks

Hi,I have IPCC Premium with demo licences for 6 seats. I have done upgrade with licences for 17 seats and now I have 23 seats.How can I downgrade these 6 demo seats?Thanks

Hi, I need a feature matrix that compares IPCC Express premium 4.0 and IPCC enterprise 7.0. Has anyone seen something like that?

Does anyone know of one or two clients with call center based CCM/IPC Express integrated through a cisco voice gateway to HiPath 4000. I have read the interoperability report for CCM - Hipath 4000 but I need a case study or customer reference to back...

When the variable for RONA is set to yes the RONA time is then set to Integer of 12. Is this 12 milli seconds or 12 what?