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"Send to VRU" Troubleshooting"In CVP deployments, call failures at “Send to VRU” or “Run Ext Script” node are very common. Even though it is just a single node in ICM, there are lots of signaling events that need to occur on CVP, the VXML Gateway and...
FAX over VOIP some times can be challenging. Finding the right configuration is sometimes difficult as it can be SCCP, MGCP, SIP or H323 or even combination of multiple protocol. More over, it can be fax pass-through, T38 or Cisco fax relay. 3rd part...
Wireshark is packet sniffer utility. It can also be used to to analyze voip protocol, graphical call flow, RTP analysis. This video shows how to use wireshark for voip troubleshooting.
Peripheral target and label is used to match a call when it returns on target peripheral.
Lets say the Call is coming through CUCM to ICM and you do a translation route to send the call to IP IVR. ICM then sends the Label to CUCM to route the call to...
Hi DJ
Will there be any IP Address/Routing change? If you change IP Address, then you need to run the PG Setup tool on both PGs to update their local and remote Private IP Addresses. If these PGs are Agent PG, you'll also need to run CTI Server Setup...
Hi DaleUDP is always the preference unless there are other issue (defect on product or network).Sometimes, the decision is also depends on the network you are running the contact center. Do you have mismatch MTU between the devices CVP interacts? If ...
Hi LaraYou can not configure Courtesy Callback without reporting server. The callback information is saved in the Database and then retrieve to initiate the outbound call.Also, you need to have IOS gateway, because Survivability.tcl script is also re...
Cisco EIM and WIM is cut down version of eGain. Some of the features are missing from Cisco EIM/WIM. You can buy full featured multi-channel product from cisco using Solution Plus. But the support for that product is directly through egain not throug...
