In ICM scripting I often see LAA Nodes leading to SG nodes.  If LAA fails the call goes to a Queue To Skillgroup Node.   Why not just go directly to the Queue To Skillgroup Node and leave out the LAA Node and SG Node?  The Queue to SG Node defaults t...

Are there compatibility requrements directly between UCCE ICM version and Cisco phone model.  I believe if a phone is compatible with the Call Manager release and the Call Manager relelase is compatibile with the ICM release then ICM and Agent deskto...

Are there compatibility requrements directly between UCCE ICM version and Cisco phone model.  I believe if a phone is compatible with the Call Manager release and the Call Manager relelase is compatibile with the ICM release then ICM and Agent deskto...

Is there anyway to change an Agent's State to Not Ready from a Call Routing Script?  We are interfacing with an SAP desktop client that intercepts a call that was sent to an agent and sends it to another destination if the agent has too many tabs in ...