Contact Center

I have the following architecture in mindNortel switch -CAS- 38XX router -- CVP||PGCalls come into the Nortel and go to CVP. The Call is then hookflashed to an agent as a result of translation route and we get screen pop.What licenses do I need?Mich...

HI,Site Setup:ICM Enterprise 6.0 sr3CRS 3.5.3CM 4.0.2(3)We recently added a second IVR and are unable to add any scripts for the second IVR. The name of the script on the IVR and in ICM is unique to the IVR. During the add to the ICM VRU script list,...

I have 7 agents and of the 7, only one user name and password is recognized. During the lab build, this was not an issue, since changing the routing numbers and rebuilding agents I get the new outcome. TAC explained that I need to map a network drive...

Has anyone seen this error before when logging in to Webview? I can log in to webview, and run reports, but this error shows up on the Welcome to Webview Reporting page."The WebView database cannot be contacted. Saved Reports, Favorites, and the Job ...

I have agents answering calls for two different companies. Before the customer is connected to an agent, the agent wants to hear (not see) what company he/she is supposed to answer for. Is this possible without any speical cti-app?

Hi all,I have some few basic doubts on the Conference feature in Call manager 4.1.3.1. Is the conference works on only one Codec in single Instance?2. If I have a region of only g729 Codec enabled, will the conference (within the region) voice stream...

I know this has been posted before , but none of the methods to fix have helped me yet.I have 1 agent that after logging in to the IPCC can take the 1st call OK. Then after that call completes any following calls will "reserve" her, and aft...

anyone know how to write a macro to copy data in the enterprise data window right to the clipboard? I can open a notepad file, stick the data in and copy it and then close the file, but I would like something cleaner than that - I should be able to ...

We're trying to create JTAPI Triggers in a new IPCC 4.0 installation. In previous versions, you were able to create triggers with wildcard characters, but under 4.0 it appears that you can't (for example 3[4-9]X), attempting to gives you the standar...

Hi,We have IVR (CRS 3.5(2)) integrated with CCM 4.1(3).I want to integrate the IVR with SQL 2000 database.Problem - I do not see the Data Source Name when I right click DB Read step using the script editor.I see a blank when I click the drop down ar...

I have co-resident installation of CCm and IPCCX 4.01. Both configured and running. After i joined Call Manager into AD domain, CRS admin page is unavailable, so i cannot set AD information for directory settings in IPCCX!!! Any experiences? Thanx a ...

I want to use only one if step to achieve coupld "or" function, can I do this? For example if the number is A1 or A2 or A3 goes to labelA. thanks. I know I can use 1 or(|| double pipe). How about multiple double pipe in one if step? thanks

I'm trying to set up a script that will select a queue agent, but not connect direct.I want it to dial the user and play a prompt.I can do all this, except the select resource step returns a resourceid (username) not an extension number.... how can I...

I have IPCC Express v3.5 Premium. I have rebuilt a client machine and have installed CAD on it. When a call is delivered to that machine I get the following symptoms:Agent Desktop- No Enterprise Data- No call data- No ability to transfer from CAD ap...