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 "...
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 ...
