Contact Center

I am trying to get IPCCX 4.(0)1 working but all the Cisco documentation is tough to follow. I have created agents in CRS and defined skills. The phones are setup in CCM and users are assigned to the phones. The phones can call one another. When my ag...

How is the Calling Number string variable populated (from a Get Call Contact Info step) if the caller withholds their number? Is it possible to formulate a test which detects whether the CLID has been withheld?

Hello folks.I'm having trouble finding CRS Editor 4.x documentation. I guess the principles are the same, but the steps have changed a bit. Can anyone point me in the right direction please?In 3.x there were several docs eg:Advanced Scripting Techn...

Does it exist a IPCX best pratices document ?

Hi all,is it possible to generate CSQ reports on a existing DN number without any agent login proccess?Happy New YearJeremy Lim.

What happens if all the CTI ports are in use? What happens to the next call coming in? Does it get rejected? Also, is there a calculator to determine how many CTI ports are required for a call center?

I'm looking for a list of approved server hardware for CRS 4.0(3). I'm currently running CRS 3.5(2) on an HP DL380 G2. I'm going to upgrade our 3.5(2) install on new hardware to version 4.0(3). Are all the new DL380s G4 & DL320s supported. Also d...

Does anyone know where the information is stored when creating a global phonebook in Desktop administrator?

I have installed 5 agents on a system who are part of a distribution list for group voice mail delivery. The problem is that when the agent attempts to retrive the voice mail via View Mail, the phone disconnects as soo as the agent takes it off hook...

I've been getting the following messages for the last week as soon as I successfully log in to Historical Reports:All available licenses are in use by other client machines. Please try again later and check the log for error 5116I've rebooted the se...

HiCan anyone give some good Suggestion on making a good disaster Recovery plan . we are using ICM 6.0 IPCC EnterpriseRegardsIrfan Tariq

We are building IPCC with ICM 6.0 SR3, CCM 4.1, IVR 3.5(3). Our customer requires that agent can change own status from NotReady to NotReady. That is to say, they configure some reasoncode for NotReady state, and agent change NotReady(ReasonCode=111)...

Health department would like their clients to be automatically reminded of an upcoming appointment. Can IPCCX 3.0(3a) be programmed to perform this?

IPCC Express Enhanced-wanting to route a caller to the agent who assisted them with their last call, based on the calling line ID.

Hi folks, does anybody know how to validate if a file exist. Actually, all the script using a state in a xml file, doesn't test is this mlx file exist or if the content of the file is well formated. I made many test with the "exception goto" but it d...