Contact Center

We currently utilize a Resource Desk that manages which pool of agents the ICM looks at to make a call routing decision by moving Skill Groups into Enterprise Skill Groups. I was hoping that the same dynamic selection would be available in IPCC but i...

We are using the GetDigitString to collect 16 digits (credit card number). This works fine with DTMF, but when trying to do this with ASR, it times out much too quickly. It will not tolerate a person's natural pause such as when someone might take ...

I have got the PAK for upgrade of the IPCX standard to premium server Sw upgrade ( IPCX-3X3YSPU-SVR1 - 1 nos ) and IPCX std to Pre seat upgrade ( IPCX-3X3Y-SPU-S1 - 5 nos ) .I need to know whether I have to first load the std edition PAK that comes b...

Hi. Is there a way to add a delay between calls to the agents.. like a wrap-up time feature? I know there is a work option but because you need to manually hit the ready button.. customers don't want to display the work option but they want a couple...

Hi, Is installation of Microsoft dot NET frame work on IPCC Enterprise setup supported ?Thanks & Regards,Jagadish S

Hi,I need to have an on-demand recording for the agent phones. Does my CRS server need to have dual NIC for this configuration ?Also does the 3560 switch support RSPAN ?BrgdsRenzil

Each elemet in ICM has own ID - for example controller IVR_PG( ID 5001),route TR_IVR0 ( ID 5034),routing client CC_IVR1_RC (ID 5002),device target 5188.How to find element by ID?

Hi, When the ICM event "Request Instruction" is sent in a service control model for a Translation routed call, we see the following error message logged in the PIM console. Any idea what this means? We checked the Networktrunkgroup, but it has the ...

ICM 5.0 SR8These two services are setted to start automatically. Unfortunately, they don't. Nevertheless, I can start them manually without any problem. I have the issue with the Cisco services which start with the parameters "Logon as" different fro...

In order to effectively loadbalance calls to serveral IP IVR's is ICM required to do this ? We have found that ICM w/ an AVAYA PG at an outsourced call center will add too much complexity in Phase I of our deployment. We have decieded to forgoe this...

Are the issues reported for CTIOS and XP sp2 only happening on IPCC Express or are they also on Enterprise? I haven't seen any issues yet using Enterprise with CTIOS 5.1, but I don't want any nasty late-night suprises. TIA!

This is history... CRA v3.0(3a)spDI have a script which contains a parameter which defines a path to a directory.I tried to specify a network drive, ie X:\Test, in this parameter which is accepted but when running the script the system gives an audib...