Contact Center

We have installed CRA 3.3.1 on CCM 3.3.5 using the Cisco Extended Services and AA CD that comes with CCM 3.3(3). CRA Admin Main menu does not have Scripts menu item which should allow us to upload customer made scripts. Pls let us know how we can mod...

Hi!My script looks like this:recording-createEmail-attach-sendeEmail.(this is a subflow)The recording file is created test.wav and send via email correctly, but the inbox does only show "test" without the .wav extension. It is the correct file, if I ...

We are using BA dialer and for outbound calls, I have noticed that the outbound calls have a very high HoldTime and negligible TalkTime, CallQTime and NetQTime. Can anyone pls comment on this behavior.

I'm trying to connecto to the CDR database with an ODBC connection. I'm running CM 4.01. I know they switched it to Windows Authentication only. How are you connecting? My problem is my CM servers are in a seperate untrusted domain. So when I tr...

By default, the recording files saved in c:\programe files\wavvid using "recording" and "write document" step.But actually I just want to save the recording files to c:\programe files\wavvid\prompts\recording, how to achieve this?Also if the script c...

Has anyone seen this problem before?ICM 5.0 SR8, IE6sp1Run a report with a graph in and you get a popup window with "Your current security settings prohibit running ActiveX controls on this page. As a result, the page may not display correctly".All a...

I know software backup programs such as Veritas, Comvault, Ghost are not officially supported on IPCC components. Has anyone had sucess with a particular vendor for backing up servers? I am looking for something that has quick recovery times (<2 h...

Hi There,When using the scheduling part of the historical reporting client I notice that all microsoft spreadsheet exports strip out all the heading from the report.I am currently using V3.X - Is this a bug? Is there a fix around? Help is appreciated...

Hi!! We are using ICM 6.0 with SR2 with Cisco Call Manager 4.1.3 & Cisco IVR 3.5.3. When we click "Configuration Manager" in ICM Admin Workstation it does not Launch. Therefore we are not able to make any changes i.e add device Targets etc.It was wo...

Hello,I would like to know if there is an xml service I can add to the phone's idle URL or assign a key that will display statistics. Customer is using CAD but wants a "reader board" like feature on the phone for calls in Queue, Longest in Queue, Ag...

How long does it usually take Cisco to update SRNDs for new releases? I'm wondering when the IPCC X 4.0 SRND will become available.Steve

Does anyone know how the 'stateStartTime' value is calculated in the FCRasStateLogToday database?

Hi all,using the db get step, if I try to get datas form SQL nvarchar or ntext field the step returns "unsopported object data type".Now I can't ask to our customer to convert all their databases from nvarchar to char.Do you know any workaround?Thank...

My agents have noticed that in CAD, when viewing their ACD Statistics information, they no longer have the Skills Tab. What they are looking for specifically is information on the call queue. Anyone have a clue as to how to view this information i...

Hello,Is there anyway to configure IPCC Express to send the original callers (contact) calling name and number to the CAD and IP Phone during the "alerting" or ringinig of the agent? Currently, we have the CTI port phone number but the customer want...