Contact Center

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...

Hi,When I try to create a new Application from Script I get the follwoing error: "Server reported error while loading the application. Please check the log for details. "and the Application Subsystem goes OUT_OF_SERVICE.All other subsystems seem to b...

I have a customer that is setup to record all calls using the work flow configuration in desktop administrator. On answered, it is set to start recording. On dropped it is set to stop recording.It is working as desired, except that when an agent ha...

Please can any body tell me where can I find the reason Codes in my ICM , Because some body told me “ you will find it in Desktop Admin” but we do not have this application , we have Only : ICM 4.6.2 and CCM 3.2 and IVR , ( "IPCC Enterprise" ) , bec...

i want to monitor the IP Phones 7940 in IPCC Enterprise. Is there any tool or software availabel for that.

We are going to intall a dedicate monitor server to monitor agent talk. My situation is :The gateway is on another switch in different vlan from agents and it has been monitored by a third party server, hence we are not able monitor it any more with ...

I want to assign priorities to skill groups so that if there are agents available in a skill group with high priority call should be routed to that skill group.Moreover i want to priortize skill group members too, which means if all agents are availa...

Hi.I'm running a CM 4.1 Cluster environment with two subs and a pub. On the PUB I have the CallManager service disable. When I configured the IPCC Express 3.5 I indicated that the CTI Manager A&B where the CM subscriber servers. An agent without medi...

We have recently added several remote sites that logon to our IPCC server across the WAN. Login times take up to 3 minutes. Cisco had me setup a log on the cisco agent pc and it shows the 3 min pause between Fastcall starting up and fastcall licenses...

I have a distributed ICM environment (53 sites), on version 4.62, with CCM 3.3.2 & IP IVR 3.0(3a).I'm planning a migration to ICM 6.Does anybody know Where I can found documentation about the migration?. If someone has made a migration like this, I'd...

HiCan anyone tell me from where i will get ICM(6.0) book , which explain every thing about ICM

I have setup a dedicated Voip Monitor and stats server. Initially I had shut down the RASCAL service on the CRS server, but agents received errors saying one of the servers was down. I turned the service back on but now whenever an agent tries to loo...