The Agent Desktop logouts automatically after a period of time, when there is no activity on the agent. I would like to know where can I change the timeout value.Your help is appreciated.Regards -Rakesh
Hello people,I want to ask if it's possible for an IPCC agent to view on his/her cti desktop sw (CAD, Toolkit or CTI_OS) the queue (or the SG) for which he/she answers an incoming call.Meaning, if an agent belongs to 2 Skill Groups, how could he/she ...
Is there a way to get the real time reports displaying caller id of calls have just been abandoned?It seems like a session step might do this. Or call contact?Also is there a way to send an email when a contact has just abandoned the call?
My users are complaining (big suprise there, huh?) about the agent poping up to the front window when a call comes in. Is there a way to disable this??Thanks,Geoff
I have some questions about Dblookup in ICM enterprise. I work with ICM 4.6.2.1. It is necessary that the SQL server must be member of ICM domain2. Can ICM 4.6.2 work with MS-SQL 2003 as external database3. Can Dblookup work with more then one primar...
we have a ICM side A and side B setup in two different locations.We have a problem one of the tables T_Agent_Real_Time table does not get any info and also there is no data available for this table.i also see all other tables getting updated on both ...
My customer has a new CCM system, and they would like to extend it so that, when a customer calls in, they cn forward to the correct regional support/sales group based on ANI. I have tried searching for a 3rd-party app along these lines, so far with...
The following like says can change the cti manager name to ip address http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801786cb.shtmlBut Double click doesn't pop up the window to change the ip address. Anybody knows thi...
We use RONA scenario.At this time, I would like to make log for agent that doesn't answer the ringing phone. ( My customer want to know who are lazy.)If possible, Agent Id, Agent's SkillTargetID, anything is OK.Is there method for those? Help me!!!!
Hi,I have problems by executing stored procedure through java.ODBC connection is configured and I pass authentication on target DB but triggering the stored procedure failed.Exception that I get is "java.lang.reflect.InvocationTargetException".Does a...
Hello,i'm quite interested in knowing if the CSCma27454 is fixed in the ICM 5.0 SR8 version.I hope it is but when i see that more recent bugs like CSCsa19552 or CSCma28057 are fixed in 5.0 SR8, i'm quite afraid.(the bug tools shows no fix for icm 5.0...
Hi i have CallCenter with 40 Agents , what i,m looking after is When A call comes to ipss and ICD script wants to connect it to an Agent i want A prompt Plays the agent name or Agent codeCan any one help me ?regards
Hi, We are facing problem with CAD while barging (Conferencing by the supervisor) the agents' calls. Pls assist on how to overcome this issue.Thank youGood dayNaga
