Contact Center

I have a server running IPCC express 4.0.4sr1.A second server had been installed in the cluster with the expectation to use it as High availability.The license key never came and the HA option was scratched.Somebody then shutdown that secondary serve...

Has anyone figured out a way, or is there a canned report, that depicts Average Talk Time (ATT) based on call types? We have IPCC Enterprise.

I am using IPCC 4.0. How to configure when the agent login, the agent state will go to "ready" directly?

CRS 3.5(2). CAN I UPGRADE THE AGENT/.SUPERVISOR DESKTOP SOFTWARE that comes with this?. am having an issue across a firewall (no NAT/pat) and my security engineer is suggesting that its the application. for the agent states etc to work i have to disa...

I'm trying to setup monitoring and recording for IPCC express 4.0.4.When I go under "voip monitor" in desktop administration, there is no phones listed there.The system is currently working fine with 20 agents and the monitoring services are running ...

Is IPCC4.0 support microsoft access database?Thanks in advance,

one of my customer has IPCC express 3.5 and they lost their install CDs, but they have the service contract with Cisco. what's the right way to help them to get another copy from Cisco? I checked the Product Upgrade Tool, it loos that customer is ent...

The converted scripts from 3.5 to 4.0 have introduced some new variables and new steps (_Contact1707?,_ECCVar1707..., _TmpRsrc1707?, Get User Info, Get User). TAC and others are telling me not to remove/modify these new variables/new steps. I?m exper...

Hi All, I am new to this forum as well on IPCC also. I need help if somebody can suggest me, what is is the Day to day Opration for the IPCCE Engineer to perform? In My IPCCE Infrastructure I have following components:5350XM VXML GW with PGW2200 soft...

I have an IPCC Express 4.0 and I want the supervisor agent to be able to barge in another agent call, but the key is grayed out even though the monitoring key, for example, is active and working fine.How do I enable that feature?Thanks,Jose

IPCCX 4.01sr1 - Historical reporting question:I need a report that can tell me by different queue how many calls are processed and abandonded in a 30 minute interval. Is this possible?

Does anyone now how to change the number of rings before an agent gets put in not ready?Thanks,Glenn

I can find the upgrade guide but I cannot seem to find out what is fixed or new in 4.0(5). Any body know where to get this doucmentation?

We just upgraded from IPCC express 3.5x to 4.0.4. The Supervisor Desktop is now at 6.1(4). Premium.A new feature is the Team Reports window.The problem is this window is set to always be on top.We need to be able to display windows over this window...