Contact Center

Hi,We have a IPCC 3.5 Express instance and the script is being correctly initiated when the route point is rung.When attempting to get the agent to go into the ready state when a call is in the queue shows 'reserved' and then Not Ready.If the agent i...

Hello, we have a client with IPCC Express 3.1 and CM 3.3. They have asked us the following and unfortunately this product is very new to us. Any help would be greatly appreciated.1. Can the same agents take calls from two queue’s simultaneously? A...

Are there any issues with installing a 2nd CRS server in a cluster where a CRS server already exists? I am bringing up a 2nd one for disaster recovery purposes. Please advise.

Is it possible to change the repository on an existing system without damage?

I have a remote IPCC Express site that has it's own subscriber onsite. When the fiber was cut to the site with the publisher no agents (local to the IPCC Express site) could log in. The agents logged in when the fiber was cut remained functioning. Is...

Hi!If agent is not logged in to a csq, is it possible to handle this. If a call comes in it would be nice to play a prompt or redirect the call if no agent is avaiable.regards,Mattias

i have needs use Ext.Mobility on Cisco IP Communicatorwho use this combination?i have message "unable agent log in" on CADand "45034: Feb 20 01:45:31.040 MSK %MIVR-SS_RM-3-LOGIN_FAILED:Login of resource failed: Module=RM component,The description of ...

HI,I am trying to run ACD Simultor on my LAB ICM Box.Can Anyone please pass me any good doument on the same.I haven't found anything on cisco website.Thanks in Advance..Ashish

Can the historical report provide the following report?1.Missed calls(calls in the queue but caller dropped the call before agent pickup)2.Calls go into VM.We want to present this to the customer that they are short of agents if there are so many ca...

We purchased IPCC Express 3.5(2) with license file. The installation went well with this license, but after finishing, we could not access any IP phone agent or agent desktop, when I checked LicenseAdmin, all agent component counters are zero, it sou...

I have ICM installation with Rogger machine as the Domain Controller. I would like to adjust the time/date with a NTP Server.Can someone tell me how and, even more important, the impact in the ICM system (in production now)? Thanks!

For calls coming into our main line I have a time of day step in my script that is supposed to redirect to a Unity mailbox that they can leave a message and such. Although it is not working (after upgrade from 2.5 to 3.5). It connects and you get d...

Hello,Is it possible to change the Calling Number from the Call Contact? I would like to change it before redirecting the call.Perhaps someone can outline a method for this.Thanks,Andrew

I need to replace the current IPCC express server with another. I also need to preserve any historical data on the existing server. Will BARS do this? I have the scripts/prompts etc already off line, it is just everything else.Thanks in advancepaul