Contact Center

One of my customer would like to have music on hold (MOH) while a caller is waiting for an available agent. He also want to be able to press "8" to reach the voice mail (Unity) at anytime. I already know that there are two differents possibilities fo...

IS there a device limit or some sort of Records limit for adding new devices to a JTAPI user record? I have a JTAPI User that associates to the PG's and one of my users has 49 pages of entries and I have been adding more and more and I never see ...

Good Afternoon,I need to extend the time my logger retains summary information. Currently we are retaining 3 months of data both detailed and summary. I need to retain my summary data for 24 months, but the detailed data can remain at 3 months.Any ...

My company is evaluating a potential IPCC Enterprise deployment to do the following:We have 3 physical call centers, distributed around the state. Each call center currently has inbound trunking with DNIS linked to local and toll-free numbers. It i...

We have just installed the CMS on the AW. When we now start the distributor we get the following error in the cmsnode_jserver screen.java.lang.noclassdeffounderror cisco/ics/cms/config/cms_jserverThis is not a valid path for the jserver. How can I ...

I am doing a ICM upgrade from 4.1 to 5.0. The ATT NIC in production is running on a DOS machine.But the present NIC is PCI card which runs on windows 2000. Can somebody suggest a easy way to export the configuration from the DOS machine?Thanks

Hello!I have a script where i try to redirect a call to a pstn phone. Now it seems that the script does not notice if the PSTN phone is busy or unavailable.So i can't to any action in the busy branch.Isnt it possible for the CRA to find out the calls...

I would like to play a .wav file to dialed PSTN number. Any suggestions on how to accomplish this?Basically, the script will read the provided .wav file name, dial a number and play the .wav prompt twice and then disconnect the call.Your suggestions...

I have IPCC enhanced 3.5 2 7835's one for the historical database and voip monitoring and one for the Call center function. They are both in the same vlan that the users desktops are in. The phones however are in a voice vlan? Is it possible to ge...

We have a new call centre running IPCC Express. There are 12 agent in total. One agent will be staying in "reserved" status forever once the incoming call is being routed to her. She is not able to take the call as all icons are greyed out.And the in...

i,m Going to order IPCC 3.5 product here is my configuration IPCX-3.Y-PREMIUM IPCX 3.5 or later 3.Y Premium All-in-One (Servers and SW) IPCX-3YPRE-SVR1 IPCX 3.5 or later 3.Y Pre Server (SW only)CCBU-W2k-EX7825-35 Win 2K for MCS7825 or 7835 for IPCC ...

Does anyone know of documentation for moving from a single CallManager cluster with IPCC Enterprise to two clusters, one for IPCC one for non-IPCC users/devices? This seems to be Cisco's current recommended best practice. What steps need to be taken ...

Hi,Similar to Multi level access ( MLA ) feature available in Call Manager, is there a feature available in IPCC Express 3.X / IPIVR 3.X using which we can provide restricted access to IPCC Express / IPIVR admin pages ? If not will future releases ha...

hi, my setup is CRS 3.5(2). i have the following scenario:- agent-1 receive the call- agent-1 transfer the call to agent-2 ICD extension, since the caller wants to talk to agent-2- once the call is transferred, agent-1 is back to ready stateQ1. does ...