Contact Center

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)

When comparing the 2 reports, I notice the Calls Handled Total on the Agent Report is higher than the calls handled total on the Contact Service Queue Report. The same holds true when comparing the calls presented columns. Could someone tell me the...

Guys,I need to check the status of an agent (logged in or not) from an ICM script.The caller is presented with the option to enter an extension (agent line) and before the caller is transferred to the agent I would like to be able to check and see if...

IPCC agents sometimes are on a private line, when an IPCC pop up (& beep) alerts them to an incoming IPCC call ringing to their IPCC line. If not answered within 4 rings, the call is pulled back by the system and "re"-presented to another ready agen...

I was playing around with IPCC Express Historical reportin today and there are just certain reports that I cannot get to work. Version is 4.0(4)Agent Call SummaryAgent Login/Logout ActivityAgent Not Ready Reason Code Summary (I know that we don’t hav...

Anyone have a service for 7960 phones that would allow me to view number of calls in queue, number agents Ready, etcWe don't want to give them access to Real Time Reports or Supvisor Desktop, etc. We want them to view number of calls waiting via the...

Fresh install of IPCC 3.5.3. After completion and reboot. I dont get a webpage to come up. I've checked the IUSER account they are not part of the guest group. I continue to get 403 Forbidden. I've reinstalled multiple times. Nothing seems to help. A...

A potential customer needs a Contact Center solution that supports Call Routing depending on what´s the Calling number (That is, if a customer calls from place X Agent 1 should take the Call, if calling from place Y Agent 2 takes the call, and so on)...

Base on your own experience wht is the best agent phone setup ?- Two DN, the first has ICD extension and the second for the personnel call ?- Two DN, the first for personnel call and the second with an ICD extension?- only one DN ?Thanks !!

Is it possible to create a CRA script that can transfer a call and pass a DTMF tone? We are currently passing these calls to a VoiceGenie IVR system via an ATA but now we need to signal the caller language to the IVR via a DTMF tone.I've tried both ...

I have the 4 server avaiability model. I have my CRS Enging running on one server and I have my database componenent running on another server. I did not install his and this is the first time working with HA. How can I tell which CRS Engine is curre...