Contact Center

Hello everyone,I am trying to find a way to define a variable that will store the information of the call that is higher in the specific queue at that time. (I use call contact priority. the triggering contact may be placed in the queue but be lower ...

Could someone explain the difference to me or point me in the direction of any documentation that can explain the difference between IPCC Enterprise v7.x, System IPCC v7.x, Hosted IPCC v7.x, and ICM Enterprise v7.x (or other versions if applicable. ...

We are currently running CRS 3.5(3) Primium on a standalone MCS7835H server. I'd like to upgrade the 3.5(3) to 4.0(4) HA and replace the old server with two MCS7845-H1-CC1 servers. All my CRS software (server, CTI ports and seats) are covered by SASU...

Does anyone know if there is a way to used output parameters from a stored procedures in a script? We're able to used the dbread and dbget step in order to retrieve a variable, but cannot configured the step to use the output parameters from a store...

I just find some presentations but general information.I need installation, administration, system and SRND.Thank very much

In the cra Fcrascalllogtoday table for realtime reporting, I see a field called DNcalledID. Where do I see the actual called number by the agent? Where does this point to? Is thier another table I should be aware of? Thank for any help.

IPCC Express: have defined several layouts in Desktop Admin. When running scripts, the only layout "popping" is <default> - even though a different layout is associated.Any ideas on how this is happening? Did we set something incorrectly in the upgra...

We are upgrading to IPCC Express 4.0. Have a script that we are testing - simple queueing that offers caller in queue option to leave voice mail. When caller selects to transfer to voice mail, we are getting the following:Exception: Failed to get ICD...

Hi Guys,I have just installed CRS 4.5 with CCM 5.0 but I am facing this issue:I can?t login with the CAD ( neither with ip phone agent ) ? it says ? The ID you entered was not found ?I searched a few troubleshooting docs and i noticed that I don?t ...

After initial install and server setup, the only page that will appear when attempting to open the Application Admin web page is the "Server Setup" page. I click on the Setup button to see what happens and it goes to a "Component Activation page tha...

ICM 6.0Sr4 in a redundant side a and side b configuration.One of my AWs, which also hosts Webview and historical data is having a SCSI RAID problem that appears to be solved only by rebuilding the box. I am currently in the middle of a TAC case to d...

The 'Place a Call' step has 6 legs : 'Successful', 'No Answer', 'Busy', 'Invalid', 'No Resource' and 'Unseccful'. I think that the call is 'successful' if the dialed person answers or even if we get an answering machine. Is there a solution to know i...

I'm trying to integrate Windows Media Server as a Music On Hold source but I can't find any place where to configure the Windows Media Server as a Music Source.Does anyone have any info about how to configure this ?