There are several defects addressed in later ICM releases that you could be seeing. If you have callflows where the IPIVR ultimately redirects the call, the ICM may not be getting the disconnect and attempts to route the call to an agent at some poi...
I've attached a generic Hours of Operation script that includes a set node to divert calls in case of emergency, several date nodes to handle holidays, and a M-F, Sat, Sun section. You could set the Global variable to 0 for closed, 1 for open, 2 for...
Webview offers Not ready reason code reports and Logout code reports, but not wrap up code reporting with the canned reports. Wrap-up code reporting is only available through a custom report/extract from TCDs (there are no standard templates that dra...
I'm assuming that you don't have subskills defined, this would potentially pose a problem and it isn't recommended. You need to verify you have two labels defined for the agent with routing clients configured for the CCM and the IVR. The Network VRU...
