Contact Center

Does anyone know of documentation for moving from a single CallManager cluster with IPCC Enterprise to two clusters, one for IPCC one for non-IPCC users/devices? This seems to be Cisco's current recommended best practice. What steps need to be taken ...

Hi,Similar to Multi level access ( MLA ) feature available in Call Manager, is there a feature available in IPCC Express 3.X / IPIVR 3.X using which we can provide restricted access to IPCC Express / IPIVR admin pages ? If not will future releases ha...

hi, my setup is CRS 3.5(2). i have the following scenario:- agent-1 receive the call- agent-1 transfer the call to agent-2 ICD extension, since the caller wants to talk to agent-2- once the call is transferred, agent-1 is back to ready stateQ1. does ...

I've created client.classC:\cra_skd folder contain this class file and this folder is setted ClassPath.I'm trying to create new variable in CRA script with Java type.But I'm getting an error client: Illegal Type. What's wrong?

I am working with IPCC 3.1(2) and have built a script that is using the Get Call Contact Info. The calling number has a corresponding script variable named "CallingNumber". The ANI that is coming in is 10 digits in length. The script is working an...

I need to implement Call Recording for IPCC and i would like to know which are the best products.

I have a Call Redirect step in an IPCCX script that is transferring calls to phone DNs. Everything works fine except when the call goes to a busy or non-existent extension. If that happens then the call just drops. If I debug the script it operates a...

I've to send a string like that: "http://webserverNAME/nco2oep/powerpage/ivr.asp?name=gino&var1=999888".How can I do that with the IP-IVR?Thank'you!

Greetings,I am building an application in the CRA EDitor and I need to have a call placed to an external number. I am trying to use the "Place Call" step which asks for the CallControlGroupId and Primary Dialog Group Id to be defined in the step. How...

Can I have the ipcc server behind NAT router and a client on the internet (incidentally not behind nat)? I tried it to no avail. It seems to authenticate, but something else fails.I already read the document about proxy server settings and tcp port 6...

Hi,I'm using CRS 3.5 with CCM 4.0.2a. I want to create one IVR script which include several conditions in function of the called party. Let's take an example :somebody call the Hunt List 2001 or 2002. These numbers are transformed in the CCM by Trans...

Group,Can someone tell me if this link is the correct documentation for Cisco Agent Desktop for IPCC Express?http://www.cisco.com/application/pdf/en/us/guest/products/ps427/c1225/ccmigration_09186a00801bfb3c.pdfWe are in the first phases of our VoIP ...

Hi,Does anyone out there have any good source of info on how the IP Phone interacts with IPCC Express Servers, Agent Desktops, and Cisco CallManager ? We have a situation where the Agent Phone resides in India but the Agent Desktop and IPCC server ar...

Hi,I am trying to create a script that routes a call to other subflows based on the DNIS. I am translating all incoming numbers (DNIS) to one CTI route point. My problem is that the script always shows the CTI route point ext. as the DNIS. This makes...

Hi,Has anyone successfully implemented a wrap-up timer for desktop agents. I am trying to figure out how to take an agent from automatic work state after a call to ready after a predetermined amount of time. Thanks, Nathan