Contact Center

WIth IPCC Enterprise being phased out and IPCC express being the replacement, when will the test be released. There is still an enterprise test available, but no CRS 3.0 available at this time.We need this for our Integrator certification and are in...

We have ICD 3.0.3c with 10 agents and 2 supervisors. One of the supervisors is required just to monitor the agents' status( Ready or Not Ready) and the other supervisor who is the primary supervisor does Call Monitoring and Recording, Is there a way ...

CRS 3.12. Agent was working on the pc but had problem today. We uninstalled it but when we reinsalled it always prompt it detects this pc has the agent already. We click yes, it continues installation, but it finished very fast without copying. then ...

Configured the two connections as per CISCO installation guide but service is still down. Please advice on checks to be done and possible causes. Thanks a million!Regards,E Long

Is there any way of seeing, real-time or historically, the maximum number of CTI ports used by a IVR application? We would like to know if our service is well-dimensioned.

ICM 5.0 SR7CCM 3.3(3)Unity 4.0(3)I am having a small issue regarding ICM and Voice Mail.I have a script which takes all incoming calls for the call center and routes the calls to the appropriate agent.Now i am trying to configure in this script for c...

We are running 2 call centers using CRA 3.1(2). We would like to be able to manually override the scripts so that the call center agents could continue to operate past the normal closing time as needed or to even be available on weekends or holidays ...

Hi,We have got a customer which would like to know, if its possible to query the IPCC Database and get the status of an agent:- logged in/out, Ready/Not ReadyIs this possible ?Thanks for your help,Frédéric MottierSystems EngineerSwisscom

Hi,Here is the setup :IPCC Express Enhanced 3.1.320 agents3 CSQ (FLS, JLS and ECS)Skill Based RoutingEach agent is part of every CSQ but with a high priority (10) on one CSQ and a low priority (1) on the other twoI would like to find out, if its poss...

I have IPCC setup with: ICM 4.6.2 SR1, JTAPI 1.3(1.31), MS SQL 7.0 SP3, CCM 3.2(2c) SPH, IVR 2.2(5) SPB, BAT 4.3(1) - Some of my agents goes to Not Ready state automatically, the problem is not limited to a single agent it occours randomly.I have uni...

Hi,I need your help about IPCC: what IPCC edition support ACD with email and fax features?And, how can I to integrate the IVR with gestion application (like tivoli), but my application is propietary.

We were directed by Cisco TAC to change the JtapiPostConditionTimeout value on our PG's so that our agents could do conferencing. We found that once again that the agents could not make conference calls and when I went in to look at the Jtapi.ini fi...

Have a customer using the Cisco Agent Desktop, but for certain reasons, they need to disable the Chat window so that its not used by any agents(or supervisors).

Hello,I'm issuing a DB Read that does some calculations and returns a recordset where the columns cannot be mapped to a given table. For example, "select sum(col1) as total from Sales".The field "total" is not in the Sales table and therefore cannot ...

Hi all,I'm trying to create vxml document with menu. But it doesn't work. Only play promt and that's all.----<?xml version="1.0"?><vxml version="2.0"> <menu id="testmenu" dtmf="true"> <prompt bargein="true"> <audio src="http://10.1.22.236/audio/we...