Contact Center

hey guys, I might be missing something really obvious here but Ive spent the morning trying to find out where the .wav files of recorded conversations agents have in version 4.0. I thought it might be the wfavvid folder but there not there. Anybody...

According to Cisco doc that there are four SQL database stores: agent, config, repositary, historical. But I only see two databases in SQL enterprise manager, whihc are db_cra, Db_cra_repository. Where are the rest two?

How does and agent knows when there is another call in queue

Hi,Is there any way to show caller inputs base on the IVR menu prompts to be displayed either on IP Phones or CAD?Currently my setup is running on IPCX4.0(3) & CCM4.1(3).

HelloWhen the caller was call to IPCC, he can enter a DMTF and change variable in the script.How can i change this variable from external server like a caller?Thank you.

I am running a full duplexed IPCC Enterprise version 6.0, with duplexed PGs, duplex ICM Controllers, duplexed CTIOS, duplexed IPIVRs and CallManger version 4.0.2a. Currently both side A and side B are located in the same building, I am looking into m...

GreetingsWe are looking at building an application that will utilize MySQL for db access. Are there any caveatswith interfacing/setting up the db connect betweena CRS server and MySQL?ThanksMike Kana

I have a supervisor receiving the following message when opening CAD: "The Cisco Agent Desktop Software Update Failed." I verified that this user is an administrator on the machine and configured identical in ICM to the other supervisors with CAD. I ...

Is there any way to check the agent license status? such as total agent seat license, how many seat available?

I am trying to generate Cisco BOM for IPCC Express (40 agents). Is there any quidelines that I can follow to generate that config. I accessed the Dynamic Ordering config tool, but it is little confusing. Can someone let me know ASAP.Thanks

HelloHere is my situation:I have two different call types that queue to seperate skill groups. Each skill group is comprised of the same set of agents. We want to treat these calls differently and I have been told not send calls to "skill b" until an...

Environment: IPCC 6.0 and CTIClient Toolkit 4.7We have some multiskill agent. That's work fine but unexpectedly they are logged also in wrong skill.e.g. Agent A is member of skill X and Y. When logged appear logged in skill X, Y and Z!!!t_Skill_Group...

Realtime reporting shows that calls are in queue but there is no one in queue for sure. They resides in the queue until i restarts the cra engine, then the statistics is resetted. I do not know if it happens when heavy load appears on the server or i...

Hi, it is possible in IPCX to connect 2 contacts ? I want to make 2 contacts able to talk togather via IPCx.Thanks !