About francisco.acevedo1

francisco.acevedo1 · 04-14-2016

We are running ICM 8.5.4 SR3 which is integrated to an Avaya ACD using AES, ASAI link, and CMS. The call center agents typically log in on CTI Desktop which controls the physical phone on their desk. In that scenario ICM correctly receives the Not Re...

francisco.acevedo1 · 04-20-2016

Thanks for the update Sasikumar I have opened a ticket with Avaya to investigate further. As per your recommendation we checked the PIM log and found that the response from AES is returned as "0". Will update as I know more information.

francisco.acevedo1 · 04-14-2016

Hello Sasikumar, Thanks for responding. I read that thread however that question seems to be specifically related to CTI OS integration. I don't have the issue when agents use the CTI softphone. I get the correct reason codes in ICM. My issue is only...

francisco.acevedo1 · 02-17-2015

Hi Gergely - how would you then query this data if you required it? Is there a way to map the PSGs to the Translation routes they are associated to? Thanks!

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ICM not getting Not Ready Reason codes when logged in to hardphone

Thanks for the update

Hello Sasikumar,

Hi Gergely - how would you