Contact Center

Hi,When our helpdesk agent puts a forward all on his phone, the forwarded number rings only 1 time and very short. After this the call enters the queue again.So, is it possible to do a forward on the agentphone or is it only possible via the IPCC sc...

Hi all,My problem is that when a user hangs the telephone, the FXO does not hang the call, is still active, Until you hang the telephone

Hi,We have IPCC 7.0 Enterprise. Our goal is applied in our system some kind of agent scripting software. This SW should to help agents work with customer, leads them through predefined structured call. For example, CTI vendor company Genesys have s...

Hi, I want to know if it's possible to display the number on call in queue directly on the "Cisco Agent desktop".I'm using IPCX 4.04Thanks !

I've noticed that when creating CTI ports through IPCCX 4.0(3), leading zeros are ignored. For example, CTI ports 00001XXX are created as 1XXX. Is there a workaround?

we did an installation from a CallManager 4.1(3)sr3a with a coresident IPCC Express 4.0(3)_Build080.Everything is working except, we have 4 strange phenomenons/Fault which seem to be linked:1. Every 20 seconds we see in the Windows eventvwr the messa...

(1) What is the difference between these two applications?(2) Why would you use one over the other to develop an IVR application?

Hi,Does any one know how to route a call based on the area code of the calling party. For example, I have an 800 number if someone calls this number from area code 404 they are routed/transformed to one phone number, if someone calls from area code ...

Hi,can anyone confirm that this is a behavor of the agent based routing (IPCCX 4.0(4) Premium): 1. In the script I have Select Resource step with following parametars: - Routing Target Type = Resource - Resource Target = AgentUserName <--------...

Does anyone know how to size of a call (in Kb) in the longest path? I mean, a Call that goes from MSC to the IVR (prerouting) and then to an agent (postrouting), transfered once, and finaly it is normaly ended. Is it possible to get this?

Hello,I have an issue with Historical Reports : When I try to make an agent login/logout activity report, based on a CSQ, I have only one agent shown in the report although the CSQ is Ressource Group based and contain more than 10 agents.What may be ...

Can anyone tell me what the IPCC Express 4.0 Pre-upgrade Check Tool is evaluating? And is it safe to run on the production CRS Server? Thank you,Sarah

Since CCM was upgraded to 4.1(3) - any new agents that are added, are not showing up in Supervisor Desktop. I have made sure the agents are associated with the supervisor and worked through a cisco pdf but to no avail. Any ideas or anyone seen this b...

Hi all, Will the network disconnection of the IPCC/IVR servers (a few hours) caused the ICM subsystem went PARTIAL_SERVICE?Is there a way to show alert in the form of sms/email, or warning message when the IVR encounters problems such as subsystem go...

I have a main script and within the script I have a node that is "Run Ext. Script". There is a box next to that which shows a number "in-progress" and a number below which shows "abort". Can someone tell me what causes these aborts and how I can corr...