About Jameson Gagnepain

Jameson Gagnepain · 06-30-2014

I recently had a need to route a wildcard DN from CUCM to UCCE. As ICM matches to specific DNs, not wildcards, I had a bit of a dilemma on my hands. The wildcard pattern I needed to route was "**71XXXX". I wasn't about to go create 10,000 new DNs in ...

Jameson Gagnepain · 02-17-2014

I'm currently working on a CVP Studio app to record emergency messages with a timeout, and I'm running into something very frustrating with the Math element: It always outputs its results as a float! So for example I'll add 2 hours to the current tim...

Jameson Gagnepain · 02-21-2013

Hello,In our EIM 4.3.2(8) implementation (ICM Enterprise integrated queues and agents), all new and incomplete activites auto-pushback to queue after 8 hours (overnight generally). The problem with this is, they're getting pushed to the back of the q...

Jameson Gagnepain · 12-14-2016

Erika, We're still happy with InGenius. Once it's setup, the solution is quite trouble-free. -Jameson

Jameson Gagnepain · 02-22-2016

Is this FCR specific to calls in an IVR or calls that reach an agent? If this is about calls that reach an agent, then this is reporting that is probably better handled in your CRM solution.

Jameson Gagnepain · 02-08-2016

JT,Yes, these are the right steps.-Jameson

Jameson Gagnepain · 02-08-2016

JT,In order to limit visibility to Skills 1-3, 4-6, etc., you will need to create each set of Skill Groups as a separate Collection. Then, make copies of each Report Definition and set the Collection used on each. Then, you will need your Report(s) f...

Jameson Gagnepain · 02-08-2016

Sarah,Due to the difference in "DateTime" usage between the tables involved in such a report, you will probably need to build this as an Anonymous Block report. For best report definition reusability, summarize all your reason code data into interval...

Member Since	‎07-16-2012 01:09 PM
Date Last Visited	‎02-08-2021 12:38 AM
Posts	583
Total Helpful Votes Received	294

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UCCE - Handling wildcard DNs through Default Call Type configuration

CVP Math Element adds ".0" to results?

EIM Auto pushback -> requeue at higher priority?

Erika,

Re: First-call resolution ideas?

Re: CUIC with PCCE Department

Re: Sharing Reports CUIC

Re: Calls Handled & % Talk time as part of a Reason code report