Contact Center

The RM-CM subsystem on a CRS box shows initializing all the time.As a consequence it's not possible to configure any agents / queues / resources etc...I've found a Tac case relating to this issue and yes both the cm.aef and rm.aef are both in place, ...

Hi! I wonder if someone can tell me where CRA Historical Reporting gets its data from that it uses in the Agent State Summary report. The reason for this question is that I see agent names in the specific report that does not exist. Have anyone go...

In an effort to strive for consistency I am trying to standardize the naming conventions for the variables in the script editor. Example all integers would look like this - holdCounter - two words, lowercase the uppercase. Does Cisco have any docu...

We want to be able to record ASR port calls so they could monitor the ASR TTS quality for fine-tuning the ASR system. Has anyone ever used Witness to record such calls?Thank youRanjani

We've had luck with Avaya and Aspect switches, we're able to get them to initiate the network transfer on a second line, then the second call drops as intended and the initial call is pulled back into the cloud and transferred. We can't seem to get ...

Hi,I've loaded the custom webview reporting on a standard webview (ICM 5.0 and SR-8).But it doestn't go beyond the login page.I don't suspect error in the modified files since its already running on a production system with this modified files.Can so...

Why does the Historical Reporting tool only show two reports in the drop down for Report Type? How can I get it to show some of the other reports? I have created the "Call Custom Variables" report and configured it to be used by Historical Reports....

We rescently had an IPCC installed by a contractor. Some of the users are complaining about static on some calls. What can I check to resolve their problem?Thanks,Dennis

Hi. Can the Cisco CAD Software controlled the IP Communicator software as it does with the IP Phones 7940/60? Does it also controlled the IP Phone 7970? Thanks in advanced,-JJ

Hi,We have an existing set of IPCC servers with the ICM configured for simplex mode and would like to purchase aonther IPCC set of servers for high availability. Our vendor has advised us that to convert the existing ICM configuration from simplex to...

Hi,I am using IPCC Express Standard v3.5 with Cisco Desktop Agent with MTP. Is there a way to park a call or put it on hold so as to handdle another call in queue? (If you put an incoming call on hold the agent by default does not change its state to...

From Trace log -0: Apr 06 17:53:11.593 MSD %MIVR-ENG-5-UNK:ProcessStart notification signifies that a process has just started. : ProcessId = 804ModuleName = Cisco Application Engine1: Apr 06 17:53:11.625 MSD %MIVR-ENG-4-UNK:Problem in reading the LD...

Hi, I"m using unity versin 4.0(4).The user can dial the extension at any time during the autoattendent greeting. Which the user does. However, if he dials the wrong extension or a non-existent, unity plays "I did not recognize that as a valid entry...

Ipcc 3.5 Desktop OS is windows 98Problem: RIght now my CRA is stating to use \\<ip address>\desktop_cfg\desktop\installmanager to install agent desktop. However I need it to use \\<server name>\\.... When I invoke the server name version of the url I...