Contact Center

IPCC Enterprise 6.0CallManager 4.1(3)sr1CTIOS Desktop (default config)Agents are configured with a primary (DID) DN and a secondary DN for ACD calls. They have found that if they forget to enter 'Not Ready' when making or taking a call on the first ...

hi, When i am trying to check the statics on HDS server it is not showing ,but some time showing,and i am getting error on event viewer Synchronizer is unable to establish the connection to Peer in HDS server.Please let me know the solutions about...

I am writting an IVR script for IPCC Enterprise. In the IVR script I have been asked to use the 'Select Resource' and 'Dequeue' tags in the script but I don't see these on the CRA Editor. Is there a component that I am missing in the install. I have ...

Are there plans to support the CMM blade in CVP?

Hi,We have IPCC Express 3.5(2)SR1.Due to security reasons,I want to control access to historical reports.I want to restrict Supervisors to access & generate reports only for selected CSQs & agents to which he is a supervisor.But as an admin,I should ...

Hi,We have IPCC Express 3.5(2) SR1 setup integrated with CCM 4.0(2a).When an agent receives an inbound call & does a conference with a PSTN number,we can see a record of the conference call in the "Agent Detail report" with Call ANI as the agent exte...

I did a co-resident intsall of CRA 3.5.3sr1 over ccm 4.1.3 sr1. CRA engine is not starting after server restart. I have no problems with CCM, and CCM related services. I see the following in my event viewer.1. Information: could register consolectrha...

Hi,I have been reading some cisco documentation that says CTI route points are not supported with AAR.Why the is there the location field for the device and the AAR group on the line?AlsoWhen designing a IPCC express contact center what is the best p...

I am new to IPCC, and I'm tasked with creating some monitoring reports that are not available in Supervisor or Agent Desktop. These reports need to be real-time. I plan on creating a small VB.NET application, but I am not too familiar with the data...

I have similar prompts arranged in directories, so they can be played using the Prompt step by specifying:P[dir1/prompt1]P[dir2/prompt1] ...etcHowever, I'd like to be able to define the directory prefix ("dir1", "dir2") as a variable and use this in ...

I have a IPCC Express 3.5(3) system working with Call Manager 4.1(3), everyting was working properly until I applied sr1 to IPCC 3.5(3). The RM-CM Subsystem remain in "INITIALIZING" forever after server reboot. I checked the rm.aef and cm.aef files a...

Inside the Queued branch of a Select Resource step, I play a loop of prompts and queue music. During this loop, a variable in an XML file is checked. If this variable is true, I want to play a another prompt and then terminate the call. Is it permiss...

Hi,Can someone help me with this.I have a small contact center with 6 agent. when the agents are doing outbounds call they do not want the person they are calling to see their number. How do i block the caller id for only these 6 agents. I do not wan...

I have Queue Manager 3.5(3) with ICm 6.0(3). The ICM subsystem does not go In service. When I look at the logs this is the error I am getting1421: Sep 08 22:05:07.289 PDT %MIVR-LIB_ICM-6-ACCEPTING_VRU_CONN:Accepting VRU connection: VRU Connection=Soc...

How can i configue the script, when the agent answer to the call, the caller hear specific prompt?I have IPCC 3.5.Thank you.