Hi Michael,Here are the answers for your queries:1. If I query Agent_Interval for the same time frame, should the number in Peripheral_Interval match? < Hemant > No you can not use agent_Interval table for the same field. Basically, peripheral_interv...

Hi Sarah,Have u tested your CRM application with ICM 9.X ?As per the changes done within CTIOS from 7.X till 9.x, we have posted the same within the release notes . Majorly we need to consider changes from major release ( i.e 8.0, 8.5 and 9.0 ).I nee...

Within CTIOS, we have different set of event interfaces defined to process different types of requests. Here is list of few of those events:1. Session Events Interface2. Call Event Interface3. Agent Event Interface4. Skill Group event interface5. Bot...