Ask Me Anything Event From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022 Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Hist...
Anyone used the HP Outbound Dialer or any other dialer with IPCC Express? Any success stories?
Hello, we're looking for feedback about using directly the CTI server message interface (without using CTI OS module) to develop CTI application.Has anyone ever developped such applications ?Thanks a lot
It was suggested that w/ an Avaya PG and premium agent licenses - CTI integration would be very risky due to " agent reservation " being strictly owned by the Avaya PBX - causing potential mismatches between call delivery and screen pop at our outso...
Is there a way to transfer someone directly into a voicemail box from an ICM script?
Hi,I have a just upgraded to ICM 6.0 from ICM 4.6.2 and on webview I am missing agent30: Agent Not Ready Summary Report and agent31: Agent Not Ready Detail Report.I have tried reinstalling a starting from scratch but these report templates are still ...
I have 3 ASN/VB's. Must I use a content switch?
Jun 7, 2005, 8:28am PST I am attempting to create a call queue with skill based routing. Originally this was setup as two queues (English and Spanish). The issue came when one queue became overly busy while the second remained idle. I would like to a...
Can we install IPCC on advanced server? I use CCM 4 detection CD(2000-2-7) to detect the DL380 but it installed advanced server automatically. I'll install IPCC 3.13 on the server.Is it supported?Btw, the reason I am not using the detection CD from I...
Is it possible to use the second line for the agent extension in IPCC enterprise?
A couple of questions:I have a customer that wants to use their ICD line to make calls back to their user to help them. When they do this it shows the agent as being not ready. My customer wanted to know why it doesn show Talking like as if a call ...
Hi,I would like to know if the following design would work using IPCC Express 3.1 and CallManager 3.3.Network layout:- one main site with the CCM and IPCC Express (Site A) and 70 IP Phones- one remote site with 10 IP Phones (Site B)- IP WAN link betw...
We currently utilize a Resource Desk that manages which pool of agents the ICM looks at to make a call routing decision by moving Skill Groups into Enterprise Skill Groups. I was hoping that the same dynamic selection would be available in IPCC but i...
We are using the GetDigitString to collect 16 digits (credit card number). This works fine with DTMF, but when trying to do this with ASR, it times out much too quickly. It will not tolerate a person's natural pause such as when someone might take ...