Many Cisco IPCC docs make ref to "Cisco ICM Software Workforce Management Integration User Guide"but I can not locate it on the web.Does anybody have access to this doc ?Are any additional licenses required when integrating IEX with H-IPCC and CIM ?H...

HelloWe have IPCC 7.2(4) with outbound option and CAD.Skillgroups are set to "preview direct blended". Everything works ok, except:we want to use the BAAccountNumber content to make routing decisons in the script, but the variable is not filled. It i...

HelloThe following environment is used: IPCC 5.0, Cisco Agent Desktop for IPCC 4.6, CM 3.3(3), IP-IVR 3.1(2)In case no agents are available the caller must hear a message like "you are the 4th in queue", followed my music, decreasing until the caller...