Contact Center

Consider the scenerio that Dialer has reserved an agent for outbound call and then it places call and agent starts talking to the customer but before agent finishes with the customer call is dropped. Now agent wants to get back to the same customer b...

Hello,we have an IPCC system with a CCM and an Avaya Definity peripheral's. We creating a translation route to pass peripheral variable. The translation route work fine but the variable are missed on CTI Server (and not reported in CTI Client, of cou...

Can anyone answer this? I can't find any documentation.Thanks,

Is Parking a Call supported with IPCC on ICD line?I read a post that said it was not , but that was for version 2.2 We are on 3.5.2 CCM 4.1.2I have a user that is exceeding our Park timeout (3minutes) and then the ring no answer timer is also expiri...

Has anyone else applied ICM 5.0 SR9? We are working with TAC trying to determine the cause for a replicator.exe memory leak and scrolling duplicate key errors on the HDS. Anyone seeing the same problems?

We have recently upgraded to IPCC Express 3.5.2. Since we upgraded whenever we install CAD or Desktop Administrator it isntalls the Standard version and not the Enhanced version for which we have licenses installed.When Supervisor Desktop is install...

Currently when a Agent finishes a call on hangup their status goes to "Work Status"I want the Agent status to go to "Ready Status" when they hang upCall Manager 4.0(2A)sr1IPCC 3.5(2)

Hi allGot a very weird issue:when using recording, supervior is able to listen voice from both parties, agent and caller.But when using monitor, supervisor is only able to listen voice from agent, not the caller.Here is my topology:1 3550-24 with spa...

Has anyone configured a Historical Reports Dedicated Server - (HRD)? Problem: Can not log into the HRD server via the Cisco CRA historical reports application. I receive the following login error: "An error occurred while trying to communicate with...

Hi. I know that the audiofiles from recording sessions are stored under the desktop_cfg shared folders that all agents have access to. Is there a way to record those files on another location? I have clients were agents know that the files are on tha...

Hi folks,I've configured task1 as Start recording, and task2 as Stop recording. Once I press the start recording button, it seems that the conversation is recorded, until I press Stop Recording button; but where do I find the wav file of the conversa...

Hi,anyone seen this issue:If a single agent is logged-in and ready, then the first call places him/her into reserved, and stucks in queue.if two agents are available, first takes a call, but second one behaves like in the single agent behaviour I des...

Hi,Currently i have an issue with IPCC Express version 3.1.3 about Call Recording.The IPCC Express server is on a MCS7825 1133 and have the recording option on the same server.The actual problem is that the Supervisor Desktop is not recording the cal...

1/Is't possible events which logs to windows 'ctios server', 'ctidriver' and 'ctisvr' also log to simple txt file because it's difficult to check errors while the rows is scrolling?2/How is possible to check and troubleshoot errors at Client Agent's ...

I have a client that is looking to generate the number of calls during the current hour (refreshed every 10 seconds or so) and display this in a web page to the agents. This has currently been accomplished using a SQL query from an ASP page that eac...