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Customer said they found that the incoming calls in "Traffic analysis" report actually include all the incoming and outgoing call in IPCC Express.They showed me the files, which I have uploaded to this page.From the "CCDR", we can get there are 4 out...

lane_lu by Level 1
  • 449 Views
  • 1 replies
  • 0 Helpful votes

Hi List;What are the types in the DNP? Any one can advise me by a link to know about these DNP types?RegardsBilal

I am looking to configure our CRS system to put agents in Work state for a specified time and then automatically put them back into Ready. The problem is that agents receive a call while wrapping up details on the previous one and let it roll over t...

brianrs78 by Level 1
  • 689 Views
  • 3 replies
  • 0 Helpful votes

I am trying to add two new applications to my IPCC express box; here is what I have done.I created two new Applications, pointed them to two new corresponding Scripts and added a JTAPI extension to each application. In my main IPCC script I set it to...

jkjackson by Level 1
  • 902 Views
  • 9 replies
  • 0 Helpful votes

Hi all,we installed the Call Manager, Unity abnd IPCC last year and are using IPCC version 4.0(4) and wish to display information to a LCD in our contact centre for customer call queues etc. However by instruction of our installers, we have put the i...

HiHow I can get or post parameters between ICM and IP IVR. These parameters can be used for advanced control over calls, but for now I did not succeed to make these components to "talk" each other with variables.Thanks.

dimer by Level 1
  • 493 Views
  • 1 replies
  • 0 Helpful votes

When a caller comes through the script and is placed into the queue instead of the caller hearing hold music is there a way to let them in hear the phone ringing instead?

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...

joeharb by Level 5
  • 482 Views
  • 3 replies
  • 0 Helpful votes