I have a Menu within a Queue Loop to give an option to transfer to voicemail. It seems that the Call Redirect step counts as an abandoned call. How can I mark this as a Handled Contact?
I have a real quick question. I understand that a db get opens a connection to the database but does a db write also opens a connnection to the database?any response would be appreciatedthanks,clark
Hi!The supervisor do not see any agents. I have put the agents in correct teams and also chosen the coorect supervisor. Something is missing but I can not find it,regards,Mattias
CSA is being considered in our IPCC environment so I'm trying to find out if anyone is using it in their environment. If so any quirkiness or things to look out for?I know nothing about it so I'm trying to educate myself at the same time.Thanks in a...
I have a customer that typically only runs 1-2 agents in a queue at a time. These agents are constantly off doing other tasks. One thing that they complain about is that when they get back to their desk, CAD is in "Not Ready" due to a call having run...
I have a customer that would like to collect Caller ANI and be able to report on call's made afterhours. What would be the best way to accomplish this?
Hi,I have a few questions about an upgrade from IPCC 3.0.3a to 3.1.5:Is reporting effected?Does CAD need to be uninstalled and reinstalled on their desktops?Does the IP Phone Agent service need to be reconfigured?and is there anything else that i nee...
Hi everyone,Is there a way to configure the Agent Desktop software, so that the agent could see the peripheral name of the Skill Group that belongs to, and not the peripheral number in the Skill Group statistics?Thank a lot in advance.Varthis
I'm having some problems understanding the correct version of IPCC Express I should choose for my requirements.Basically:- I don’t need full IVR functionality such as database integration, http triggers, …- I need advanced ACD functionality such as s...
I work in a proyect with IP IVR 3.5.To access the data base is needed to do using a service in the middle tier, for example tuxedo or Mqserie, is not possible to access the data base in direct way. At this time the customer has a developed service in...
HiAnyone know how to reset the password or assign a new account as administrator for CRA 3.1 (which is actually just CM3.3 with upgraded extended services 3.1)?Aaron
Hello,How is it possible to have the actual calling number displayed on the IP Phone when the agent is selected and the phone is ringing, instead of the CTI route point? By default, the actual calling number is only displayed when the agent takes the...
Occasionally I work from home and would like to be able to log in as an Agent and take Help Desk calls while there. Is this possible? Is there a way to just forward my ICD extension to my home or cell number? Thanks!
CM 3.3.3(sr4a), CAD 6.0I have three CMs in a cluster in a separate vlan.I added another CM to be used as an IPCC Lab CM/IVR server.The Cluster is not "aware" of the Lab CM, and the Lab is not aware of the Cluster.I am trying to program a 7940 set usi...
we are using ICM 5.0 SR7 and CM 3.3(3) and IVR 3.1(2). I am trying to test the IPCC environment internally from an IP Phone.Ii have configured a CTI Route Point with DN 2900 for the Call Center main menu script. and i have associated this DN with an ...
