Contact Center

i'm adding a third VRU PIM on my existing PG to connect to a new ISN Combo Box. but my third PG is always Idle not trying to acitvate

Can you have multiple ICD lines on the same phone that have the same extension?Both lines will be in the same partition.Our operators would like the ability to handle multiple calls simultaneously.

Hello,I have an enhanced copy of the Supervisor Destop. It has been three days that I am not being able to do voice recording while I still can do silent monitoring. The strange thing is that the recording icon has disappeared.I tried to reinstall th...

I run an outbound contact center that makes up to 150 calls per minute. To make all of this dialing work we have IDSN Dialers (Glorified Dialogic cards) connecting the agents and trunks. I have three route groups an AGENT group a TRUNK group and a TE...

Trying to get IPCC express setup in a lab. I am having a problem getting the desktop agent to login. I get the following error.The ID you entered is not found.The Cisco documentation isnt much help with this error. I have made sure that the user exis...

I have a new installation with the CRSver 4.0(1)SR01_Build055 and we connect from CRS to Oracle 9i using ODBC connectorwe have problems with the conection it´svery easy to lose Oracle coneection Somebody have experience and know the good parameters i...

I want to have a selection of inbound customer calls directed to a survey after the answering agent has dropped the call.Is it possible for the ICM to detect an agent drop and then redirect the customer to the IPIVR to run a scripted survey?

I'm testing my IP IVR with CISCO IPCC configured with CCM 3.3. according to my customer's request who would try to use CISCO IPCC.But I've encounterd a problem. When redirecting a incoming call on Route point to IVR port (configured as CTI port on CC...

Running 3.5.3. Is there any built in monitor/alerting tools available with this version?

If an ASR leaves their status as ready and a call is transferred to their ICD extension, it rings until the caller gives up.While the call is ringing, the agent desktop is set to not ready. When the caller hangs up, the agent desktop sets itself bac...

I am trying to set up a demo environment for CVP, but didn't get much success in gatekeeper configuration. The problem is in CVP agent transfer, the call gets CVP treatment without problem. when zero out for agent, the label is returned to voice bro...

I have two seperate scripts. Could I do over flow between them or do I have to use one script in order to do overflow?Thanks

Hi. If I have an Enhanced CTI Port of 20 licenses does that means that I cannot use more than 20 ports for Prompt and Collect? Right now I'm not using DB integration or anything else that requires an enhanced CTI option. I already have 60 CTI Ports c...

Hello everyone!What is the best and secure way of configuring agents or phones, when they're not logged on CAD for CCM not to route them a call!?

Hi,is there a standard report in IPCX which will show me all calls that "hit" a certain route point and the time it happened?Thank you!