I have a ICM 6.0 with IVR 4.0 running. Everything seems to be configured correctly (all ICM services are started, ICM PG PIMs are active, IVR engines are all in service). However, when I dial a route point from an internal IP phone I get the follow...

Am I losing my mind or am I right. I have a contractor that is insisting on his agents "parking" inbound ACD calls and then other agents manually "picking" up those calls. However, he still wants the ACD statics on those calls as though they were q...

In a IPCC Enterprise environment, is there a way for a CAD agent that has already received a call from the queue to transfer that call to another skill group? I know I can create a separate ICM script, configure it to a route point, associate the de...