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In need of a configuration that would allow us to report per line (DN) statistics for agents using a multiple line (DN) phone configuration. Currently we're only able to report on the first line (DN) associated with a particular IP phone device. We'r...

khunter by Level 1
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I am currently running IPCC 5.0 enterprise with ICM 5.0 SR7 and IVR 3.1(2)I would like to announce to the caller/customer the estimated wait time in the queue using the ICM script editor and announce it with an IVR script.Can anyone help.

I'm building a helpdesk application with two types of agents; PC-only, and PC/MAC support. I want calls for PC support to connect to PC-Only Agents, then overflow into the PC/MAC support agents. At any time If a call comes in for MAC support, I want ...