Contact Center

Hi,Anyone, Please guide me on how to get the CTI port number in CRA script. Also let me know which step gives me the CTI Port number? I have tried with GetCallContactInfo step in my script, but it is giving CalledNumber & Orginal Called Number as Rou...

we are using sql 2000 sp3 with icm 6.0 sr1. do we need to install any other patch or sr for sql.

Hi, We have IPCC 6.0 with CTIOS6.0(no SR). If AgentA does consult tranfer to agentB, then agentB desktop will hung. Agent state remains in Talking after the call also. An error event gets generated in CTIOS server. The error message picture is at...

IPCC 6.0.2. When launching Event Viewer within the Webview application, no events are listed when I should be displaying all of them. Has anyone else seen this - Not sure of where to start for resolution.Thanks

An agent conferences in an IVR using a Dialed number plan number. The IVR sets a call variable and then drops out. The call variable is not seen at the agent desktop. Does any one know how to get the variable at the desktop

Hi all. About a TTS installation on a CRA Server. The TTS language selection may be different from the languages that I've selected earlier during the CRA installation? I know it cannot be done so for the ASR installation but what about the TTS one?T...

Hi all.Which is the difference between the "Nuance Vocalizer" and the "Nuance Speech Server" ? I mean, I've to install the TTS Subsystem, so, have I to install the "Nuance Vocalizer" and the "Nuance Speech Server" too? Thanks for any help.

I have noticed a number of calls in the Terminatio_Call_Detail without a CallReference and ANI. Could somebody explain me as to why this is happening? Also, can these entries be considered as short calls and in reports can these be related to calls n...

IPCC Express 3.5.3Some agents are complaining that the ent data pop is launching too slowing so that cannot answer the caller appropriately. I know they can have the CAD as always open, but is there a way in the script to show the ent data, delay fo...

I have a situation where I am going to have a "war room" for a conversion. We are going to have shifts of people on the phones to handle any questions. Each user has particular skill levels for different skills. The problem I am faced with is that ...

Unable to login into to agent desktop. It's Fresh installation.IPCC express 3.5(3) with AD integration.When i try to login into the agent desktop, I get the following error message"unable to connect to directory services"But from the desktop adminis...

Hi!I've been searching the contact center forum for 2 days now, trying to find a hint on how to do this: I have one of those icd.aef scripts, which is working fine for what my customer wants. The problem I am having is that their agents (3 of them) d...