Contact Center

We'll implement IVR Scenario for Bank & Security. That customer wants below scenario function:1.An inbound call comes in, is connected to an agent.2.In conversation, agent tell the caller "Please input your bank account security password (4 digit num...

Can anyone look at the attached diagram and let me know if its correct.I am learning the whole working process of the IPCC and want to know if I have done anything wrong

cti route point which is configured for auto attendent along with 4 directory numbers are showing not registered. not getting registered with the ccm 4.0.as a result of this the autoattendent number is not working.need help.

I have the below setup:- Call Manager 4.0.1- IPCC Express 3.5- 3560 switches.- Voice VLAN is VLAN 2- Data VLAN is VLAN 1- CRA Server is in VLAN 2 (Voice VLAN)- CRA and VOIP Server are colocated with 1 NIC.-Agents and Superisor and CRA/VOIP servers ar...

Running IPCC 3.1(2) with CCM 3.3(5). I have a supervisor desktop that is showing 2 calls that don't actually exist. Other agents are logged in an ready but there are no calls in the queue. I've had the supervisor log out, reboot, and log in again,...

I have a supervisor who needs to access a Time Reporting system which needs a newer version of Java. When they try to run CRA Real Time Reports, they get an error "You are using JRE 1.4.2_05-b04 ... install JRE 1.3.1. Is there away around having to r...

When I add a new user in CCM 4.0 (CTI enabled with a valid ICD extension on the phone) the new users are not visible in ICD resource list.The IPCC Express system cannot see new users from CCM 4.0???? Help!

Currently running CRS 3.0(3a). Installed Agent Desktop. I was able to login one time with a agent successfully. After that I cannot via any workstation.I recieve an error : A licensing error has occurred. Please try again in 5 minutes. Via the local ...

Is there a place to set this? Out agents can set them selves to work mode before the call is finished if they need to. We are having problems with people forgetting to come off work mode. Usually the first thing they do is go back to available after ...

Hi folks. I would like to do a database read to check for in-hours & holidays & also to lookup some customer details. Q1: Do I need Premium edition (for dbase integration) for this or is Enhanced ok?Q2: Can the dbase tables reside on the IPCC svr...

Hi, I've read the document "SQL Server 2000 Setup Configuration for ICM".I would like to know if it's possible to install SQL2000 server (for ICM) using a Collation Designator different from Latin1_General because whe must interface a database (via a...

Is there any way to pump a live audio source instead of a wav file for a prompt ? Is there a way to pass DTMF digits while call is on hold in a queue ? Thx.

Hi. Probably a silly question but if I get a series of numbers in a getdigitstring function for example "0123476" and then I would like to only use the first two numbers (i.e. 01). Is there a way within the script to do that? Using which function? a...

Hi again,When the supervisor (agent5) try to login it have an error telling him that the system cannot login him and invite he to verify user id and password, i checked it and seems fine, i have it on the Historical Reports Option, but i can only asi...