Contact Center

Hi My name is Matthias Greiner and I work for Getronics Switzerland as an Application Engineer for IPCC. For one of our customers we would like to transfer a contact center call via ICM/IVR to a PSTN extension. The main requirement is that if there's...

This was working on Friday. The ID and Name would come up in CAD. Now the ID is there but no name. Any idea how this could happen?

I have an agent that when trying to logon to the CAD application she receives the message, "The Cisco Agent Desktop software update failed." To my knowledge, she is the only agent receiving this message.

Currently I am using IPCC4.0(3) and trying to display Japanese Character Data retrieved from SQL Server 2000 to CAD (Agent Desktop). However it is displayed as "???" on the screen. Since SQL Server 2000 uses UCS-2 as unicode encoding and IPCC require...

I have a customer which has a script that redirects calls to outside number if there are no agents ready. The issue is that these calls do not get reported as offered or handled.My question is if the redirect logic is moved under queue node and Set C...

When IPCC Express attempts to transfer a caller to an agent who is in a ready state and the agent does not answer the call, the caller is sent to the next available agent, and continues in this way until an agent answers the call or the caller is sen...

Hello,I have the need to have the ANI routed to 1 of 2 CSQ's. I have succesfully stripped ANI and route to one of 1 *.aef scripts.I have created 2 skill setsI have created 0 RG'sI have created agents with no Skill Sets and set each agent to appropria...

HelloWe are running IPCC Enterprise 6.0 and our agents use CTIOS 6.0. I want to be able to do a DB lookup with the callers id number and open our CRM application at that customers screen. I know in IPCC Express there is a way to set up screen pops us...

Do we any existing installation of integration between IPCC (event. express) with Service Desk from CA? We need to know if integration already exist and how costly it is to implement it

Any news on this?

Is it possible to have an IP Originated call to a Queue in a Type 7 VRU(comprehensive model) without an other type 2 VRU? Has anyone tried the VOIP hairpin at the gateway?

Is it possible to append data to a file. I've tried a few things with the extraxt and substitute. But no luck sofar. It dosn't matter if it's a text og XML file.

I have queries regarding IPCC Express CRS Editor:1) Can we create custom data types in the CRS Editor? Like structures in C language or Classes in C++.2) Can we dynamically create arrays in CRS Editor? For instance, if I need a string Arr...