Contact Center

Does anyone out there know what should happen if the number of incoming calls to a JTAPI trigger exceeds the maximum number configured for that trigger.I am trying to work out what should happen as I am trying to route an incoming call to a different...

Is there a website like www.proctorlabs.com / www.ipexpert.com for IPCC Enterprise lab.

Is there a way to pull a call back after the agent has finished the call and send it back to another IVR? This would be used for a phone survey.

I have about 10 route points( 10 applications). will there be a problem if I create a control group of the cti ports and all of the route points use this shared group. My concern is that if same time more than 1 route point is being called, and will ...

Anyone knows how to get values of Outbound ECC Variables in Siebel Desktop? We configured Siebel for Outbound Option in Preview mode. But we want to get such ECC as: Call.BAAccountNumber, Call.BABuddyName and others, but we cannot grab these values i...

I have a number of "Get reporting steps" for calls in q etc, each reporting step shows a -1 , even if there are 5 calls in the q is this a bug?

Is there any way I can hide an agents phone number. when an internal user dials the route point and the call goes through the script when ipcc transfers a call to the agent the origional caller can see the agents phone numbner is there a way to stop ...

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/agents/cip611ug.pdfAgent-initiated recording is available if you have the Enhanced version of IP Phone Agent and your administrator has enabled the recording feature.what...

I have an agent phone setup on a site to site VPN using 2 PIX. Phone works fine, but when I login to CAD says "unable to log in agent for the phone that is on the VPN. IPCC Express 3.5.2 CAD 4.5.5.CAD does work on the VPN PC if the phone is logged ...

Is there a way that desktop agent can initiate a recording? I know ip phone agent has the feature now and supervisor has this too, but what about desktop agent?

I am in the process of modifying one of my ICM scripts to announce the extected wait time at the beginning of the call being queued. Does anyone already have a script like this already comepleted that I may be able to use with some modifications. Tha...

I need supervisors to be able to update skills for agents (add and remove skills). However we do not want to give the supervisor access to the other administrative functions of the admin page. We have created a page that limits the options that the...

Hello,My name is Dan and I have a problem with installing CRS 4.0(4)SR1 on co-located CRS 4.0(4) server with CallManager 4.1(3).When I try to install the patch using BARS from server console I receive ?UNSPECIFIED_ERROR? error message (see attachment...

Is there a different admin access level for IPCC express? For example, we would supervisor has the capability to access realtime report only. But it seems this is not the case.