Contact Center

I want to adjust the call priority based on the customer ANI. When the ?gold? customer dialed into the call center and all of the agents are busy, they can be serviced after one agent is ready. Following step is I want to deploy. 1) I want to u...

Due to legal reasons, I need to restrict call recording and monitoring to only the Agent line. The agent phones have several other lines.Currently, if an agent is on an IPCC call, and they pick up their "personal" line, the conversation is recordabl...

Hi, all.I found the following error message in the Admin Workstation lgr dumplog file.10:28:41 dis-lgr SQL Server User Error: 15007, State 1, Severity: 16, Message: The login 'IPCC_XXXXXXXXX ' does not exist.where XXXXXXXXX is the name of...

We have 2 x icm server's one logger/routerA and the other logger/routerB, we then have an administration workstation but it cannot see the 2 icm servers we get a -9934 error.We have followed the tech sheet to cure this problem but it does not work.Do...

Hi,The central controller time on Hosted IPCC is ahead by 5 mins with acutal region time. Can this be changed and brought back to the actual reagion time. If yes? how can this be achieved.Any pre-requisites or procedure to be followed.Regards,Infolin...

Hi I will be performing this upgrade for the first time soon and gatering all required info.I have seen upgrade Doc on CCO. My questions are1) Its cisco MCS7845 server with 4 HDD. DO I follow the same disaster recovery process as for CCM upgrades. i...

Hello, I'm having a heck of a time making sence of creating the scripts for IPCC Express. Does anyone know of some good resources? All I've found so far is the one page blurb in the Administration Guide, which doesn't help me at all. The resources co...

Hi folks, I am sure this has been asked before - just can't find in a search, but is it possible for a supervisor to changethe skill level for an agent & what version this came into effect?Thanks in advance

Each time a re-skill of skill group is added to an Agent, click on save. I received this error message: "Skill Group entry not found for SkillGroupMember"What can cause this error and what can I do to correct the issue?

Hi there,I have a client with the following problem. A call will ring on the Agent Desktop, but the Agent Desktop change to a RESERVE state and the agent can't answer the call. The call also gets cut off when this happens. This problem is intermit...

HiI have a CCME (3.1) connected to an Alcatel PBX (H323) through an IP dedicated network. When trying to intercept a call coming from the Alcatel PBX, by pressing the GPickUp soft key, the call is hang up.All is OK when the call comes from the outsid...

Hello, Can someone please provide me with the steps involved to upgrade CTIOS from 5.0 to 6.0? Thank you in advance.

I am using IPCC 4.0(4). I want to run the report "Agent Not Ready Reason Code Summary". When I click on the detailed tab and change the Filter Parameter to Reason code, only the first 15 Reason Codes that I created are available to choose from. Ho...