Contact Center

We use IPCC 3.12 with Active directory integration. I would like to make a script that does a lookup in active directory. Based on who is in a certain group, it would pull user information and direct calls in a certain manner. I have the script worki...

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...

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...

Hi List;The router build its routing based on which DB? Is it the HDS or other?RegardsBilal

I can't get past the "Disconnected from Directory Service, will try to reconnect" popup when trying to install CAD on the PG. Has anyone seen this before?

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...

I have two IPCC Express Premium servers: one is 4.05 (script editor 4.05) and the second server is 4.04 (script editor 4.03).I have a lengthy script on the 4.05 box that I would like to use on the 4.04 box.Is there a method to converting the script t...

Dear friends,We have Cisco UCC 7.0 with following components: PGW2200 Soft switch on Sun server, Voice Gateway AS5300, Gatekeeper, ICM (router & Logger), CVP, CCS 11503, PG's Core switches and Edge Switches.There is any Monitoring and Management tool...

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?

Dear all,I'm running up a IPCCE 7.0(sr4) system. Now customer what to get two statistics for their call center.One is how long is the time duration when all the online Agents are busy.Another is how long is the time duration when all the online Agent...

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...