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Anthony Holloway
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VIP Advisor
I'm just a person with an interest in being good at their job, and helping others.
Awards
4
Cisco Designated VIPs 2015 Contact Center 2014 Contact Center 2013 Contact Center 2019 Contact Center
1
Spotlight Awards Doc/Video September 2012
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Member since
07-13-2006
3883
Posts
4622
Helpful
650
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-12-2008
06:37 AM
11-12-2008
06:37 AM
Too cool. Now you're making me want to get a toll free number for the same reason I got a domain name. Thanks for your support in the forums.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-11-2008
04:09 PM
11-11-2008
04:09 PM
This was just in another post recently.... Check page 3-159 of this document to see how currency Prompt literals work. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/programming/script_devp/express_lang/crs501lr.pdf
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11-10-2008
08:02 PM
Also check advertise G722 on the phone in CCM. This will over ride your region settings.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-10-2008
12:48 PM
11-10-2008
12:48 PM
You should try leaving the account balance as a string and playing the prompt as: $[accountBalanceVariable] There is simple TTS capabilities that speak dollar amounts.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-10-2008
12:45 PM
11-10-2008
12:45 PM
It's actually Integer.parseInt("44") not int.parseInt("44") HTH
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-09-2008
07:29 PM
11-09-2008
07:29 PM
The correct version is installed by default. You have to watch out for the Java system tray icon. It will keep trying to get you to update it. Perhaps you, or someone else with access to the server, updated it.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-08-2008
11:12 PM
11-08-2008
11:12 PM
And how do you propose the Agent could then choose a new Reason Code?
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-08-2008
09:53 AM
11-08-2008
09:53 AM
I've tried this, and that "spit second" is long enough to route a queued caller to the agent. If you try adding more than one agent state action to a macro button, it will not let you. Also, just in case someone else suggests it, you cannot go off hook on your agent line while not ready, then make yourself ready. It tells you an active call is in progress. If this worked, then you could just lift the handset and switch your agent state. The ACD functionality would be bypassed because your line would not be idle. The short answer is, you cannot change your Not Ready reason code, while staying in Not Ready.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-07-2008
12:31 PM
11-07-2008
12:31 PM
Here is the doc to check SW versions. http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html 5.02 requires Sun JDK 1.5.0_011
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11-07-2008
12:02 PM
That's actually incorrect. Since you are using a Place Call on Hold step, the caller will hear music. Shorten your delay from 30 seconds to 20 seconds. Add in a place call step that has a timeout of 10 seconds. Then loop it. Label: Queue Loop Play Prompt QueueMessage.wav Call Hold Place Call [contact, destination, timeout=10] -- Successful ---- Terminate contact (Not --Triggering Contact--) -- No Answer -- Busy -- Invalid -- NoResource -- Unsuccessful Delay 20 Sec Call Unhold Goto Queue Loop
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11-06-2008
08:22 PM
You could use a place call step to call an extension on the agent phones. This would ring/light up the phone when a caller enters a queue branch.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-06-2008
08:09 PM
11-06-2008
08:09 PM
Certainly I was not promoting circumventing the intelligent routing of ACD, but rather promoting problem solving thinking.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-06-2008
07:59 PM
11-06-2008
07:59 PM
Just to promote conversation... If you had two extensions on your phone, one ACD, one non-ACD, you could transfer calls from your agent line to you personal line. This way your agent line is idle, and depending on your CSQ settings, you would be made ready right away, and could take another call on your agent line. You could even create a macro button to make that transfer happen with one click. Though it would be messy with many agents. Discuss...
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-06-2008
07:45 PM
11-06-2008
07:45 PM
I'm not sure what you installed, but the RTRT is a Java applet. You need a specific version of the JVM installed in order to see the stats. Check your Java version compatibility here: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf You could always launch RTRT from a Remote Desktop session to the server.
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Created by
Anthony Holloway
in Contact Center
Anthony Holloway
in Contact Center
11-06-2008
04:11 PM
11-06-2008
04:11 PM
Alternatively, you could do this. Say your account balance was a string stored in a variable called: accountBalance. On the play prompt step use $[accountBalance] as the prompt you wish to play. The special $[] prompt container will not play if the $ is a part of the value. i.e., use "13.45", and not "$13.45" If the dollar sign is a part of your value, use this to strip it off: $[accountBalance.replace("$", "")] HTH Anthony
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Created by
Anthony Holloway
in Contact Center
05-11-2010
05-11-2010
That's surprising to me that changing the credentials to a known invalid
value, still resulted in a ...
Created by
Anthony Holloway
in Contact Center
05-11-2010
05-11-2010
I think what you are asking is roughly equivalent to stopping the CRS
Engine, because you want an al...
05-11-2010
You can technically use the same media, as the product key used for MCS
servers is the same no matte...
05-11-2010
No.But you could hold your intent to mark the call as handled in a
variable: is_handled = true | fal...
05-11-2010
I just followed it myself, and it worked right away. I am on UCCX
Premium, so no, you don't need IP ...
Created by
Anthony Holloway
in Contact Center
05-11-2010
05-11-2010
Screen shot it, and post it up.Can you launch CSD from another machine
and test?
Created by
Anthony Holloway
in Contact Center
05-11-2010
05-11-2010
There is not a service, rather a utility. It's kicked off by a scheduled
task.
05-11-2010
I have been asked "how do you clear a contact in 7x?"Attached is a quick
series of screen shots that...
Created by
Anthony Holloway
in Contact Center
05-10-2010
05-10-2010
A domain policy was changed to turn on windows firewall on all PCs? The
team has no Agents in it?
05-10-2010
I feel your pain on this one my friend...There are so many reason why a
call can get "stuck." If thi...
05-10-2010
No, it's not. 1 - 10 is all we have to work with.There is no doubt a
solution to your problem, unfor...
Created by
Anthony Holloway
in Contact Center
05-10-2010
05-10-2010
The flow is like this:1. Prompt caller for reference id2. Collect
reference id from caller3. Input v...
Created by
Anthony Holloway
in Contact Center
05-09-2010
05-09-2010
I have this same issue every once in a while in the lab (not AD
integrated). I can usually just clic...
Public Statistics
| Date Registered | 07-13-2006 02:19 PM |
| Date Last Visited | 12-12-2019 09:44 AM |
| Total Messages Posted | 3,883 |
| Total Helpful Votes Received | 4622 |
Helpful Votes Given To
| User | Helpful Count |
|---|---|
| 45 | |
| 130 | |
| 66 | |
| 67 | |
| 5 |
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Helpful Votes From
| User | Helpful Count |
|---|---|
| 25 | |
| 215 | |
| 5 | |
| 5 | |
| 5 |
Awards
Cisco Designated VIPs
2015 Contact Center
Cisco Designated VIPs
2014 Contact Center
Cisco Designated VIPs
2013 Contact Center
Cisco Designated VIPs
2019 Contact Center
Community Spotlight Award
Doc/Video September 2012
