Folks, Does CRS 3.x package have the capabilites of calculating and announcing the estimated wait time capabilities?? Any documentation or sample configuration would be highly appreciated.Thanks
Is there a way to have the application name / "queue" name stay up after the call has been answered by an agent? I see the application name displayed while ringing but would like to keep it there. Can it be done easily? I have only 4 applications I'd...
Hello, I am using the supervisor desktop to monitor 5 CSQ's labeled AppointsCSQ1, 2, 3, etc. and I login to the supervisor desktop and click on sklls to see all the CSQ's. Just today, only 2 of the CSQ's will now appear in the supervisor desktop unde...
What will happen is more agents try to log in than are licensed? How do I see how many agents our loaded license supports? The customer purchased several hundred more than standard, but we received no documentation indicating the additional licensi...
Hi, This concerns the CRA Real Time Reports, specifically, the “CSQ IP OCD Stats” screen. I have noticed that occasionally one of my queues "Abandoned call" numbers will be out of sync with the CRA historical reports. The RTR will report zero abando...
I have a ICM 6.0 with IVR 4.0 running. Everything seems to be configured correctly (all ICM services are started, ICM PG PIMs are active, IVR engines are all in service). However, when I dial a route point from an internal IP phone I get the follow...
We are using a co-residing model with Callmanager and IPCC Express Std.What is necessary to upgrade from standard to enhanced version?What should be purchased?What are the steps for upgrading to Enhanced Version.We are using 3.5xmany thanks in advanc...
We are trying to have our IVR script access data in an Oracle9 database via stored procedures. Has anyone done this before?When we try to access returned data from the sp, the dbread step does not return any data.I know that MS stored procedures can ...
Hi!I have CCM 4.1.3 with the IPCC Express running as a co-host. I would like to know if there is a way to configure the system in such way that the agents are always logged in. Is it possible to have the server ignore any phone reboot or anything tha...
For our call center script, we have a few boolean type variables which are defined as "parameters". We typically change the values of these via the CRA Administration web interface. I would like to be able to change these by dialing in from an exter...
We have IPCC 6 with the outbound option. When almost very agent logs out at once then the CTI server fails and restart...Does anyone has an idea why?regards,Rutger
For Cisco IPCC Agent phones, would it be best to configure 1 or 2 lines? Right now, we have 2 lines configured. One is used for an agents' DID line and the second line is for their ICM agent extension. Would it be a good strategy to set up the agents...
I was just told real-time data in the Cisco environment isn't stored in a database until it hits 5-minute rollover, the more current stuff is in RAM on the Router. If this is true, is it possible to generate real-time reports through SQL? Thanks in a...
When I take the calls answered per agent from Termination_Call_Detail and match it with calls answered per agent from Agent_Skill-Group_half_Hour tabe, the total dont match. The column I am taking from Agent_Skill-Group_half_Hour tabe is CallsHandled...
