Contact Center

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...

helloanyone who know how to change media type in the recording step..i?ve only default wav type, and I want to use "voice uncompressed"

HIIPCC Express 4.01sr1 - I setup call redirect from to another queue at say 1000 which has a menu of 1 for A2 for B3 for CI want it to go immediately into option 1 for A without the user pressing 1. Currently, it goes into the queue and the user need...

Dear NetProI've installed some IP Phone Agents with IPCCX 4.0(4) (Package Enhanced). Unfortunately, the customer doesn't like the new look and feel at the phone. In particular he is missing his standard softkeys to accept and transfer the incoming ca...

Hello, CRA 3.5(3) environment. Active Directory Setup, pointed to Sub first, Pub second. When we pull the Sub, failover does not work. The Pub registers all of the IP devices except the IVR functionality. IVR cannot talk to the Pub Directory. IP add...

Is this tool something that has to be purchased or may I download it? I have purchased the upgrade IPCX 3.X - 4.X upgrade pack and would like to perform this check.

Background: Recently I was troubleshooting an issue I was seeing in CRS real-time reports where some calls were reported as "stuck in queue" even though no calls were actually in the queue. As it turns out, this was occurring because our helpdesk ag...

I am trying to set up an option in my script to tranfer out to Voicemail. Whatever I do, the menu option doesn't seem to recognize the Call redirect step.Any Ideas?

I will be attending this training in Boston and have gone through the training description. However I had a question and would like to know from someone who has attended it before or someone from Cisco. One of the objective covered is: Develop comple...

HiI am trying to implement the survivability.tcl script. My question is can I set the 'open-hours-agent0' to a dn(79003) that points to a cti route point on my CM cluster.The cti route point is configured in my icm script as a dialed number.If I dial...

I noticed in IPCC 4.x, when I install IPCC, it only asks LDAP server and CCM server. It didn't ask CTI manager anymore as it did in 3.x. My question is1. How does CCM provides redundancy on CTI manager as we did in 3.x?2. During the install it asks C...

Greetings We have a customer who is going to upgrade an IPCC 3.5 Enhanced to 4.0 Premium. They would like to keep half the agent licenses on that server and move the other half to their production server - what is involved with splitting the license...