Contact Center

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

I have a script that pops up a page in explorer on an agent's desktop when an inbound call is ringing. The script passes the enterprise data subsystem one variable that has three concatenated values in it: resource id, called number, and a custom str...

I am interested in seeing the total number of outgoing calls made by each agent. My agents use their ICD extension to make these calls. However, it is not obvious what field this is detail is collected in. Any advise would be helpful.

Hello,Currently have a question, have a client that need to encrypt the calls with the hardware security key for the CallManager and use the recording and monitoring option form the supervisor will this be a good idea to deploy?Regards,Claudio Rivas

we are running ccm version3.2 on a win2000 box and unity 3.1 with exchange 5.5. We are in the planning stages of upgrading to active directory. Are there any guides to view to make this transistion?

Does anyone have a website where they've collected ipcc scripts that are reusable? Sounds like it might be a useful thing. Anbody? Anybody?

Hi there.I have a duplexed system (ICM 5.0, CTIOS 5.1/SR1) where ICM have recently been upgrated to SR7. I'm not sure if the problem has been there before upgrade, but now I see a lot of following errors in application log on both PG's:Fail:ProviderC...

How is it possible that Calls Queued is, sometimes in my reports, higher than Total Calls Offered???Thanks!

I'm using CRA 3.1(1) Using the dial out step to place a call and then play a prompt when the call is answered. I have that part working fine. In my testing I made it call a number that was disconnected to ensure the script handled the call correctl...

Hi, We have a ICM 4.6.2 setup.some of the calls are getting disconnected at the agent level.I.e before the agent picks up the call the call is getting disconnected and there is a missed call on the IP phones.Let me know the cause of the problem tha...

We have an IPCC setup with a main dialed number 6000 hunted on the VG that is integrated with a nortel meridien PBX.The call comes from the PSTN to the PBX then through an E1 to the VG that maps these calls to the main dialed number 6000.Agents keep ...