Contact Center

Using IPCC express standard 4.0(3)I have a scenario where I need to accept an incoming call (first script), put the caller on hold or in a queue, page overhead announcing "there is a call for john doe". I then need to have a user go to any phone and...

Hello,I realize that LDAP server must be first configured and running before CRS and IPCC Express can be installed. However is it possible to have both running on the same server? Thanks!

Can anyone confirm why DTMF tones can't be passed from the Dial-Pad in CAD when transferring a call?I also thought it was interesting that you can't use * or # as digits in the Agent Directory.

The CTI ports in our IPCCX 3.5 installation have been implemented using 300 numbers from our DDI space. This seems to be an inefficient use of DDI space, as CTI ports are not dialled directly; the CTI Route Point redirects the call to a CTI port.Is i...

Hi allI configured my CADs to be in stealth status while receiving calls, so a launched application can be in focus. Then when agent presses transfer button on the phone, CAD leaves the stealth status and appears in task bar like its opened, and when...

I am just getting started with this application and I think I have it installed the way my organization wants it. However, If you call the line it will only ring the agent phone three times before kicking them to not ready and rolling to the next age...

Hello ,I have a quick question.I have IPCC EXpress and a call center.Every thing is working fine.when ICD selects an agent it rings the phone.Till the agent is picked the user is going to hear music on hold.Customer is saying he does not want music o...

I am setting up a lab environment that duplicates our production system which is a 6.0 enterprise system.I've successfully configured the A side PG and have made calls through the system. On the B side PG I get an error in the "MDSPROC" process wind...

Our IPCCX 3.5 installation uses a number of scripts which read and write XML files directly and also utilise "Message of the Day" .wav files on the IPCCX server. With the migration to IPCCX 4.0 and the introduction of a second backup server, is there...

hey,im setting up ipcc express for one of our customers. now everything was working fine (test environment), but i came in yesterday and im getting an error message on one of the phones. ive configured the one button login, and when i try to login, i...

I have a customer that wants to give callers in an IPCC express CSQ (version 4.03) an option while waiting in queue to xfer out to the operator. However, if the caller elects to go back into queue after speaking with operator the customer would like ...

Is there a simple code to dial on a Cisco phone that will forward calls, placed to an IPCC group, to different IPCC group during times when coverage is needed?We have times where there is just one agent, and she has to go to lunch! So far, someone i...

IPCC Express 3.5(3).CAD versions 4.5.7.4CM 4.1(2)--------------------------**1 Supervisor logs into CSD and also as agent via CAD. (PC1)**2 Agent logs into CAD (PC2)**3 Agent receives call or places outbound call.**4 Supervisor hits the barge button ...

Since I support clients with both IPCC 3.x and 4.X servers, any tips installing the agent software and the CRA editor on my notebook ? Is there anyway to keep both versions on the notebook? I’m guessing the CAD from 4.0 won’t work with 3.x server d...

I am seeing a bunch of "Abandonded while on hold" for a particular call center agent in report agtskg26. I am curious if anyone can explain the statement in the help " and/or the number of paused tasks that the agent ended during the interval". Does ...