Contact Center

IPCC Express 3.1 - Rather than the java create, execute java method steps, increment, set string, yada yada? And if you don't have a database is the best method to do an 'If' step against a variable that has the Holiday dates included? I know this me...

Hello,I'm trying to string together a prompt where the file name is a string variable which I would like to then resolve to a prompt on the server.Using P[ + fileName + ] as the prompt to play does not work. Perhaps you can suggest what I am doing wr...

I am trying to get enterprise data to appear foran extension mobility user like it would from theirphysical IP Phone station.I have tried associating all EM capable phones aswell as configuring relevant extension mobility device profiles to the the "...

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 ...

Hello -When using the place call method, the prompt is playing before the user picks up the phone. Is there a way to delay this until after the user picks up the phone? The place call method is returning successful, so I'm guessing the IVR is immedia...

Will Crystal Reports Developer Edition version 10 work with IPCC Express 3.1 when creating custom reports. The documentation that I can find says "you must use Crystal Reports Developer Edition version 8.5 to create the reports." gracias!

In IPCC enterprise (ICM 6.0, CRS 3.5, CCM 4.0), I know that the number of Translation route is equal to IVR ports count. In other words, if there are IVR 30 ports, we must create 30 translation route. Right?If not, I want to know how the number of Tr...

Where can I get details about the time of day an agent changes states? I can get the State Summaries in one of the reports, but not the details on Times the agent went out of Ready state, then back in. Didn't find any indicator in the CTI logs on t...

Hi,I need to create a script for an ICD group that has a queue depth of three.Once the queue depth threshold has been reached the new calls exceeding the queue depth should go to a DN which will be forwarded to(voice mail).my CRA script knowledge is ...

I have a user that I have set up for our Contact Center but when that user tries to log into the system, the error returned is the "The Aget ID is Invalid". Any thing stand out to look at? Thank you

Hello -I would like to use the reactive debugging feature on the cra editor, but the documentation on this is a bit slim and I couldn't get it to work. Perhaps someone can recommend a more instructive supplement.Thanks,Andrew Pasetti

Hello,I have T1 CAS MGCP gateway.Callmanager version 3.3.3.IOS version is 12.215zj3. When a call comes from pstn ,pstn users cannot hear ringback.Is there any parameter that needs to be changed in callmanager or in router.This works fine for T1 PRI.T...

I would like to use the xml based Phone Agent on the 7970 phone versus the Windows Desktop software. I can not get it to work it just sits at the login screen.Is there a version or patch that works? We have CM 3.3.4, and IPCC Express 3.1

From the Get Call Contact info Step, the Called Number , Last Redirected Number and Original Called Number give me the CTIRoutePoint. How can I get the CTIPort number ?

I have IPCC enhanced 3.1.3 and have silent monitoring working fine, but I don't see the recording buttons, and they are not available in the desktop administrator.What am I missing??