On some of the CSQs in the 'Contacts Waiting' column there sometimes shows numbers in this column that are not accurate. At 1 point it looked like there was a call in the 'Contacts Waiting' column that stayed in there for several hours,over 2 days, e...
I have a call state abandoned on historical reporting. When we go through the voice-logger and listen back the conversation, in fact the call is fine with normal hang up. How to explain this? Any bug or setting need to fine tune? Thank you
Hi there,We want to conduct a load test on our IPCC servers by simulating call traffic of 100+ calls queuing in the system? Is there any tool/simulation available? Or, we must write our own application by using the CTIOS toolkit to place incoming cal...
HiOne customer wants to upgrade IP IVR 2.1(1a) to 3.5(3). This version is old and I can not find any upgrade document I can reference. And Customer wants to keep his DB. I think it is very diffcult to me. What about the step?Thanks,Yi Cai
Hi AllWe want to upgrade ICM 4.5 to 7.0. I have some question about the steps of upgrade.1)I should upgrade ICM 4.5 to ICM 4.6,ICM 4.6 to ICM 6.0,ICM 6.0 to ICM 7.0.Is it true?2)They have one huge HDS DB and customer want to keep it.what is the best ...
IPCC Express 4.5Does anyone know how to restrict the numbers of agents that simultaneously login to a specific skill group. In other words if I have 50 agent licenses, I only want 25 agents to be able to log into skill groupA and 25 to be able to l...
I have a small script setup that when a user calls in to the ICD queue and waits 60 seconds it will be transfered to the operator. The customer does not want the external number to show when it is transfered out of the queue to the operator, they wou...
We need to transfer the call to the survey after the conversation with the agent is over. This should not require the agent to do the call transfer. As soon as the agent disconnects the call should get transferred to the ISN (survey).We are running I...
Hi forum, I have a problem with the IPCC 4.0(3) enhanced license and the CCM version 4.1, as I need to make all the agents to be able in login to the CAD by any extension available in the IPCC, and not to be restricted to only one extension (the ICD...
When trying to create a Place call step in my lab script i get the different checkboxes to edit with variables. When i gets to the Call Contact variable i cannot figure out what type of variable it should be. I have tried Integer, Boolean and Prompt ...
I need to develop next functionality in icm script.When call in queue and before transfer call to agent, I want to play some voice prompt in IPIVR.How can I do it?
HIIPCCX 4.01SR1Verified that "get user" and "authenticate user" works when I record a prompt that replace Main Prompt. Now I want to revert back to original Main Prompt which there is another copy saved in my backup folder so..1. Create a 2nd documen...
Hello, I'm currently working on a script to do an after hours huntgroup for techsupport engineers.So far the script receieves a call, lets them know it is going to search for a tech. then loops through the list of tech's cell phones. It dials each, ...
