Contact Center

Hello, i could not log in to CRA internet explorer application when Callmanager subscriber was up and publisher was down. Allthough DC directory was active and my pwd was correct and user was marked as administrator in CRA engine.Once was publisher u...

Hi, I have two sides ICM side A and side B.From icm SIDE A aws when i enter in to configuration manager and add users,add skil group etc.I am getting a error message unable to connect to central controller.I am unable to make any changes from ICM si...

Is there a way to integrate the CAD with DCD so the agent can search the directory and transfer off the list.Thanks for any help

Call me crazy, but I have never seen the E-Mail Subsystem not installed. CRS 3.1.3. Does this have to be licensed? I have now seen this in an IP IVR install of 3.1.3 and an IPCC Express Ehanced version install. Please advise.

Have loaded ICM 5, SR 7, have created AW & HDS, Webview works. Created Client AW, have ICM Admin Workstation tool on desktop. When Config Mgr is clicked, ICM 5 Window pops, error msg: (-9986)Session to local database cannot be opened. Is this a SQL...

Hi, I have an agent that uses the IP Softphone (latest rev) as the primary phone for the call center (no shared lines, all dedicated CTI Ports). Every once in a while her PC reboots itself after the termination of a call. I was wondering if this i...

Hello,Is there a way to perform some cleanup steps prior to script termination if the call disconnects prematurely (say, the caller hangs up before going through the entire workflow)? I'm hoping to sort of 'roll back' the steps that were taken prior ...

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