Contact Center

Hello,I'm issuing a DB Read that does some calculations and returns a recordset where the columns cannot be mapped to a given table. For example, "select sum(col1) as total from Sales".The field "total" is not in the Sales table and therefore cannot ...

Hi all,I'm trying to create vxml document with menu. But it doesn't work. Only play promt and that's all.----<?xml version="1.0"?><vxml version="2.0"> <menu id="testmenu" dtmf="true"> <prompt bargein="true"> <audio src="http://10.1.22.236/audio/we...

Hi,I am using IPCC express and have several agents in a single CSQ. I would like to calculate the time in queue so after a certain number of seconds go by the caller the option to either remain on hold or leave a message. Any ideas on how this could...

Can anyone help me find the upgrade files for upgrading my CRA server. I am currently at 3.0.3 and wanting to go to 3.1.3. I have searched the download pages but I can't find the upgrade files or readme files. Can anyone out there assist?

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...