Contact Center

Hello,Our environment is IPCC Enterprise 7.0.I'm made some test with external system.I'm want to received parameters from the external system due SQL database.My questions:1. How can I get unique parameter from the external system (for DBLookup)?2. C...

I am looking for the Configuration Parameter to force agents to be logged out on a failure.Thanks

Dear Forum Friends and Senior Engineers. I would like to study for IPCC and take the exam shortly. Please let me know which are books should i read for IPCC and where can i get the books. Any link from cisco or book is recommended. please if any body...

Reporting system shows one contact on hold in queue for 55+ minutes. There are currently 2 agents available and the call is not being directed to any of the available agents.

I need to modify my holiday schedule today for a call center that is closing early. I tried this last week by adding a day into the holiday.xml file my IVR script is looking at and it did not take effect. Do I need to refresh the IVR script or some...

I would like to forward a call through our IVR script to a number outside of our company BUT remain in queue on our script if that number is busy. How can this be done without upgrading our system to IPCC v 4.x? "Call Re-direct" marks the forward a...

Is there a way to define the path of the prompts folder in the beginning of an IVR script? For example, instead of defining every prompt in the script as p[name of the directory\name of the prompt], I would like to set the path at the beginning of t...

HiCan anyone explain how can I monitor agent states (Logged-in or not logged-in in centain skillgroup)in Icm Scripts . RegardsIrfan Tariq

I have NOC containing all Call Managers( Two Subscribers and One Publisher)and Gateway. IPTs are placed at multiple sites. Is this deployment model is Single site ?

Hi, All.Recently we have seen an error message from the CTIOS Agent Desktop and subsequently cause the current call to drop.The message shows "The call has failed because of a network interruption." Has anyone encountered a similar issue? Would appre...

I have a IPCC server with codec g729 due to some remote gateways connected to it. Can I configure the monitoring feature with this codec?

Hi,Is there a way to automate back up of Cisco ICM configuration.I know ICMDBA utility can do that but it has to be manual.http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/products_tech_note09186a0080192690.shtmlIs there a way to automa...