Contact Center

I have several clients with a single 3.5 solution. All are excited to take advantage of the new HA functionality. They would like to upgrade from 3.5(3) SR1 to 4.0(1) SR1. Then implement a HA solution by adding a second IPCCX 4.0 subscriber server. W...

Can IPCC 3.5.3 be installed on the Publisher while it's running?? All the phones are on the subscriber so will this bother anything??

IPCC Express 3.5.3I have a menu option for when you press 1 the call is redirected to an 800# do I use the call redirect for that action??

Does anyone know of a document that describes how to pop a browser on an agent desktop that contains the DNIS information. Thank you

We set up an IPCC Express Enhanced Edition, everything works fine except than some of supervisor functions. When supervisor clicks "voice monitoring", error somes up with "Supervisor failed to start monitoring the device xxxx". And 'Barge-in' and 'In...

The "record" step in IPCC Express 4.0 places the 'recording' into a document type variable. Does anyone have an example of how to store that 'document' variable into an SQL database? With SQL, I'm assuming we would store in an image type field. Th...

I have some issues with aa.aef. The biggest one (and the show stopper for implementation) is when using the AA, dialing by name feature, the AA is using the Internal Directory in CallManager. We have Global Speed Dials set up as Translation pattern...

I was wanting to move from a coresident install to an IPCC standalone install. Is it as easy as running the Uninstall program? Is there a paper for migrating to a standalone IPCC server? Thanks for your help

I want to take IPCCX 642-161 Exam , when I read some manuals I found some words like "CRA and CRS" I believe they are same , but what dose CRS mean ?? I know "CCM , ICM , IVR , Unity " but which one of them is CRS ?????? and the manuals talks about ...

We are trying to force all ICD calls from agents to a customer survey script once the call has been completed by an agent. We want this to be a automated process so the agent has no control over the transfer. Would this be a possible scenario using...

Hi...It's possible transfer SessionID between Cra application. !I tried this :--> Place call ( new_contact )----> successful--------> set contact info (new_contact) session = mysessionID--------> call redirect call contact =...

I am using IPCC Express 3.5. I would like to have a database of phone numbers, dial each number and play a recording. I can get this to work with a JTAPI trigger, but I need to do this programatically so I have to use an HTTP trigger. Is this poss...

We have IPCC environment and we have CTIOS Agent Desktop Client 6.0, when an agent goes to ready state sometimes the agent does not have a call and his state to Reserved State and then again his state change to Ready and then reserved and he have a c...

Hi,We have upgraded IPCC Express 3.5(2)to 4.0 version.This is integrated with CCM 4.1(3).IPCC Express setup consist of 1 CRS engine server & 1 Expansio server with remote database,VOIP monitoring & statistics server.Problem - After upgrade we are not...

Customer has an aberrant demand: since only one agent works at night in the call center this agent is sometimes overloaded by getting more than one call.Imagine he handles one call (caller is a general person) but this time a very important second ca...