Contact Center

HelloI am using IPCC enterprise (6.0 SR 2) and trying to route calls to the least available person in a skill group. I am unable to get the person who has been available least, it always goes to the longest available. Here's what I have done so far: ...

Hi, We are running ICM 6.0 in our contact centre setup.We are recently facing problem while adding agents in ICM via AW's ICM configuration tool.Attaching error for your reference. Kindly suggest some solution.

I have a customer who is currently running an IPCC Express 3.X with their CCM system. There are looking to upgrade their IPCC server hardware and software to 4.X and add some queues and users. Can both servers be connected to a single CCM and have ...

I have a case where two consecutive admin logons to CEM crashes the server? Both log ons use the same administrator / password. Is this right? I would have thought that option to 'log off' the first user should be the way things happen!! (As per a du...

Hi there,We have encountered the captioned error when we tried to save an ICM script when using Internet Script Editor. Does anyone know if this is configurable or not? If not, is there any workaround, or how could we split an ICM script in smaller p...

CRA Historical Reports, Version 3.5 (3.1) Is there a way to run monthly IPCC reports that includes daily averages of calls handled?NatEditing to say: sorry for repeating this question twice. Got confused, thought I had posted in wrong discussion. I...

CRA Historical Reports, Version 3.5 (3.1)Is there a way in CRA to run monthly reports with daily averages of calls handled per agent?Nat

I'm using ICM 6.00SR2 with Call Manager 4.00. I've got a set of PG's working with CTIOS agents and another set of PG's working CAD agents. The customer needs reason codes implemented for the CAD agents. Is their a way that I can setup reason codes...

I am new to Cisco. I am having a problem with the CRS Reports. When I try to run reports based on teams, all the teams members are not shown. I have check the CRS Admin and the desktop admin to see if the agents are assigned to the right teams and th...

Hi Could someone help me, please.I have a problem with webview reporting.The matter is that there is no data in historical reports.it happened that server ICMa (we have two in fault-tolerant configuration ICMa and ICMb) had failed ande after that all...

HiCould someone help me, please.:)problem is related to CAD, in Desktop Administrator, i config it to be STEALTHbut after call is dropped, it goes out to task bar, like is minimised(not stealth)And when next call arrives it's going to focus, right in...

Can anyone tell me where I can find the CiscoICM Security template that is referenced in the Staging guide for ICM/IPCC enterprise 7.0

is anyone running this? Any issues? We have a need to upgrade to CM4.2 and I'm concerned about breaking IPCC.The Compatibility matrix recommends SR2 (I think for IPCC Ex), but SR2 does not appear to be available for download on CCO.Thoughts?--Jon

I want the Agent desktop to stay down in the System Notification Area, but it keeps popping up on each call despite the fact I have Stealth Mode enabled!IPCC Express 4.0(4)Agent 6.1(3)