Script is set to look at open and closed hours (open hours are 7am to 4pm) before dropping calls into queue. Calls received after 4pm are still being queued if an agent is logged in past the closed hours. CRA v3.1
All my agents are ready and have a skill level higher than the CSQ but the Select Resource Step of this CSQ always failed.My settings are :agent1 (Phone Agent) has Skill1(5).agent2 (CAD) has Skill1(2) and Skill2(2).CSQ for Skill1(1).Can someone tell ...
When trying to startup MR-PG so that web channel routing can be delivered, the MR-PG startup window gives the following error:Unable to register with MDS processLast MDS error: client is already registeredIt then initiates a system shutdown that need...
Does anyone know if there is a delay time between when agents stats get reported to historical reporting and realtime reporting? For example, the agents show x number calls completed, presented, but then there is a discrepancy in the realtime and hi...
Is there something needed aside from just and "end step" to have a subflow return back to the workflow that called it in the correct position?Thanks,Andrew
I am unable to locate the Create TTS Prompt step under the Prompt palette using CRA Editor v3.0(2). Is there an upgrade needed for this?Please advise.Thanks,Andrew
Just a quick question for the group: When a call is redirected, can the IVR keep track of it? I'm interested in knowing when the call is ended to log the time spent on the line.Your feedback will be greatly appreciated.Thanks,Andrew Pasetti
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...
Is this doable? If you know your part extension you can dial it at any time during this promp , for Sales press 1 for technicall support press 2 for operator press 3regards
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.
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 "...
