Since you're already familiar with CAD on UCCX, migrating to UCCE with CAD should allow you to do all the same sorts of things you had done in the past with Express - for example, using the built-in workflows to record calls using the CAD Recording S...
In IPCC Enterprise, Call Priority is only considered when a call is in queue--setting the call priority before the call is queued actually doesn't do anything at all. To make this work, you can set the queue priority for the call either in the Queue...
The IPCC Agent Desktop can provide this indication to the agent by using the Enterprise Data in the Layout for the agent--the Enhanced CAD software provides the "Enterprise Data Window" and in that window displays the "Layout" that pulls specific cal...
If you are pre-routing with the ICM, the carrier must know about each specific termination that is sent back to them from the ICM platform. Basically, every label you create in ICM must be mapped to a termination in the carrier network.One option wo...
There are several different types of variables -- ones that are pre-defined by the system for service/skill, call variables, extended call context variables, and user variables.Call variables include the pre-defined ones like CED and ANI, as well as ...
