Contact Center

Hello,My environment include IPCC 4.6.2.I have problem with CallType report at the WebView.I defined more then 100 Call Type at my environment, and when I tried to view at historical report I can add any CallType I want but the Call Type defined abov...

Please help with ICM installation.I have tried to install ICM on Lab machine and every time I received exactly the same error, when I was attempting to run administration workstation's configuration manager :" Please reload AWDB. Run Initialize Local...

I recently upgraded a customers CRS / IPCC server to 3.(5)4. Now the agents are complaining that when the choose agent login on their IP phone there is a very long delay and the phone says "Requesting". After about a minute or so they are able to log...

Hi all. I'm in a Preview-Blended mode (ICM 6.0).So when a reservation-call arrives, I can decide to "SKIP" it.If I do that I see on the Dialing_List table, that that record has the date changed, exactly by one hour more.This is my question:where can ...

We're going to be moving from IPCC Express 3.5 to 4 soon and need to upgrade a lot of distributed agent disktops. Has anyone ever accomplished a CAD upgrade using some type of system to auto upgrade the desktops? Something like SMS or another syste...

Hi I have configured Outbound Option 6.0 with ICM 6.0 SR5. I assigned the Route Point 6301 for Outbound Option. The route point will be associated with one script used for Outbound Option. I have associated the route point with CCM user for ICM. A...

Hi,I am using IPCC Express Enhanced version 4.0(2)_Build005.I would like to know steps to configure dedicated recording and monitoring server for the same.Can anyone help me here?Thanks in advance.

The version for ICM is 6.0-sr5 and IPIVR is 3.1(2)sr3.Our current anti-virus s/w is McAfee VirusScan Enterprise 7.0, I am wondering if McAfee VirusScan Enterprise 8.0 is supported with the versions of IVRs and ICM that we have.Any helpful suggestion...

Dear Team,as we know, we can use "Get Reporting Statistic" step to get the position of ICD queue for each customer call. Is it possible for the IPCCExpress system to know how many agents log in the queue? We need to program different call flow proces...

In my script I use steps "Recording" and "Write Document" to record the conversation of an agent with a customer. In our lab all works fine, so scripts are ok. But at our customer CRA server this script creates empty wav files, i.e. 58 bytes. Did any...

we have ipcc express 3.5.2.There is requirement where in customer wants to use time of day and day of week in the script for saturday and sunday to play a message and call has to be disconnected other days the call has to land to the csq.Please let m...

we have ipcc express 3.5.2.There is requirement where in customer wants to use time of day and day of week in the script for saturday and sunday to play a message and call has to be disconnected other days the call has to land to the csq.Please let m...