Contact Center

We have a Call Manager 4.0x server located at COLO site.Remote sites connect to COLO location for phone and voicemail services. We want to add call center at one location. This location will start with 20 agents and go up to 40 within 12 to 24 months...

I am currently running a script that checks whether or not agents are loggd in to the system and routes calls accordingly (no agents logged in go to voicemail, agents logged in queue accordingly). The problem is some agents forget to log out of the s...

I have two NIC on dedicated voip monitor server since this server has both rascal and monitor components. NIC 1 is monitor(sniffer) and NIC 2 is normal port. I have assigned ip address on both NIC .Here is my question;1.When I'm installing the dedica...

I am doing a silent monitor testing in the lab.Here is the scenario:A dedicated monitor server is on the same switch (3550-24 inline power switch)with agents and supervisor.Voice vlan is 130 and data vlan is 30.Here is the span configuration:monitor ...

One question about IPCCX Premium voice record feature. Is IPCCX Premium able to record all incoming calls into separate wav files for every call, 24x7x365 days a year.If anyone know any solution, or have any specifications or documents about that fea...

I have ICM 5 sr5. I need to save CallType report (caltyp23:Call Type Historical All Filds). I click SaveReportDefinition, enter the name of the report, click Save report. And see the notification: Report not saved. And it is true. Does anyone know th...

I am facing problem with BA Dialer. dialer is not dialling all numbers for example if we have 10 numbers in import file , dialer only dials 8 numbers and drop 2 . it happens every time we run a campaign

In our legacy acd pre-routing environment (Aspect) we are able to see the states of our inbound trunking to decide whether to send a call to site. It seems that with IPCC we are only able to see the ports that are available from the CM to the CRS. Ha...

Is it possible to manipulate the CLI of Agents when making outbound calls, based on the CSQ they're attached to? Or, it this something which needs to be managed within the Device Profiles of named Agents within CallManager (we are using Extension Mob...

Folks, We recently installed IPCC express 3.5. I installed agent desktop from the plugin page on IPCC exress. The problem is that 50% of the agents get an error every morning when they come in ( lincensing error and some other error). Then they...

If an agent fails to log out or go not ready during normal business hours and no other agents are logged in, will the phone ring 4 times and log out? What happens to the call?

We have an ISN environment set up and running fine.However, we are facing a problem when a call is being tranfered by an agent to another call type skill group using a special dialed number for that call type which in turn triggers an icm script havi...

I would like to use the new Service URL feature in CCM 4.x to "auto login/out" the Contact Center agents. Or maybe Have the button(s) Ready / Not Ready the users.Has anyone created a IP Phone service that would use paramaters to bypass the login scre...

Hi All,I am developing some custom reports for one of my customer using the stored procedure. I haven't modified much any much of the stored procedure, Just that customer wants to rearrange the fields and include few more fields.When I run the stored...

After installing the CAD on the server and running the post install application, everything installs fine without any errors. When I go to start the Desktop Administrator it tells me the following error.“Error reading data from Directory Services.Ple...