Hi, I have this scenario:Webattendant--CM--H323GW---CAS---Definity----PhoneWhen the WA transfers a call and the analog phone from the definity side is busy it is forwared back to the WA. The operator has no way to know if this is a returning call or...

I am running a call center with CRA/ICD. Sometimes there are calls that get stuck in queue. I have not found yet what causes this problem and I have no way to get them out of the queue. This happens even when I have available agents.Does anyone kn...

I have CM3.1 and CRA.I am running a call center and I configured all ICD agents. All of them are using 7940 phones.1. Is it possible for the agents to login once and have both extensions available? Right now, what I did was to create one user for lin...

I installed the Reporting Client for resource monitoring. Right now the client has to use the App Server Administrator user in order to login. Is it possible to give this client a special login user just for the Reporting Tool?Thanks,

When the ICD Agent Desktop is in "available" state and receives a call but no one answers, it automatically goes "unavailable" after 3 rings. Can this number of rings be increased?