Contact Center

HiI have configured a busy label in IPCC7.0 that points to 78026 which is a translation pattern on CM. I have set this pattern to block and call rejected.When I dial this number directly from a IP phone I get busy.However when I call the Busy node in...

Hi,I'm using the IP Phone Agent in 7940 IP Phones and everything works well, except the menu options, not available to the Agent for Recording. I have already set the VoIP Monitor Option for this 7940 IP Phone but remains no display. Any Tip will be ...

I extended the RNA on agent extensions all the way to 25 seconds but agents phones still rings only 2.5 rings before the system look for another available agent and put the first one in a not ready status. What am I doing wrong? IPCCX is 3.5x and Cal...

Hello,I want to launch an IPCC Express application from a web page using a HTTP trigger. Can someone help me to make that?

Hi,I'm running IPCC express 3.5(3)standard edition, i.e. without the Java palette.I saw that there's a script Holidaydoc. aef that everyone's talking about, but I can't open it, I always get an error. Can someone send it to me or tell me how to achie...

Question:What monitoring tool do you guys use monitor ICM, IPIVR and Call Mamager?Thanks!

IPCC 6.0 Entim having an issue in Webview when calling a Hotline all works fine and real time statistics are displayed, except when someone calls, when all agents are busy, he is routed to the IVR, webview doesnt show it (Queued Now=0). This problem ...

I am having trouble find a document that outlines the server and memory requirements for IPCC express 4.0 or 4.5. I am wondering if the DL380 G4 with 2GB memory is overkill for a small (very small) call center? Also, when did Cisco stop sending IPCC ...

Im having an issue with Webview (IPCC 6.0 Ent). When i select Agent->Agent->Agent Task Detail Activity i choose one AGent for Example, i get as Statistik:The Skillgroup of the AGent+The Default Skillgroup_Cisco_Voice..the last one as i know is where ...

Does anyone know how to automatically monitor calls? I have IPCC 4.0(3) Enhanced and need to find a way without having to keep clicking on the agents as calls come through.I know how to record each call automatically but not how to monitor each call...

Hi. When I run the IVR APP Performance Analysis report it always display calls with no application associated with it. The application id is -1? Does anybody knows what are those calls? That is also happening in a client with IPCC Express 3.1(x) sys...

I have a customer using IPCC Express 4.04 with failover. They had a failover last night and wanted to know the cause of the failover. Which log file keeps the events the caused the failover? TIA.

Hi, anybody know how to implement IP Phone agent in an IPCC Enterprise or Hosted ?

I am trying to create a script which when callers call they will be routed to an available agent If all the agents are busy "please stay on the line" prompt will be played After 30 seconds " your call is important to us, you may also leave a message ...

Hi,Have this problem which occurs intermittently. This happens when an IP Phone Agent changes its state from Ready to Not Ready or Logout, the request would take a very long time. From what I can see from the phone, it would just display "Requesting....