Contact Center

Hi,What is the difference between IPIVR5.0 and IPCCX5.0.Basically I am looking for the following in IPIVR5.0:-Basically I want to know: 1)whether I will have full fledged IVR(CRS functions)2)support for database updation3)HTTP trigger4)Place outgoing...

We are running CTIOS 7.2.3 and ICM 7.2.3.The system manager's guide and supervisor guide says barge-in and intercept should work. Is there any pre-requisites on the CCM 6.X for this to work? Does not barge-in initiate a basic conference between agent...

we are using icm 7.1 with Cisco CTI agent desktop toolkit, all the call center PC are joined to the domain, when the user loged in the domain with his account which is domain user and open cisco CTI, there is no buttons active in the cti, but if he l...

Using CSD we can monitor agents status, but some agents do not appear in the real time stats. Why is it happening?Thanks,Carlos

On Cisco Contact Center Express 5 (Standard) the agents can log in/out and either be ready (or not) through the IP phone.My question is this. If an agent is on a call, is there a way the agent can pick up another call from the queue to answer?Thank ...

Good afternoon. For quite some time now we had a problem with one agent place. When acceptof a call the agent hears talk of his colleague. There can be somebody faced such problem.???

Hi all!I'm having a deep problem with the mentioned step in IPCC. I want to play the CSQ promtp, but when I used the step, the script throws a "invalid CSQ ID" error. I filled this field in the "Create CSQ Prompt" step with a string variable that st...

If I have an agent who receives calls from multiple CSQ's/local numbers and I want to distinguish the difference between these numbers when they arrive at his phone, how can I do this?I was thinking about creating this info on a CTI port so it showed...

I need to quickly change some prompts in an existing call center to update the hours of operation. For instance, it currently says hours are "6 am to 11:30 pm" and I want to change it to "...11:00 pm". Anyone have a quick step by step you can share?...

We are using ICM/UCCE 7.1.X with mobile agents (LCP,RCP CTI Ports). We are using a nailed connection. Is there a way to set up zip tone for a nailed connection - using any CTI Port settings or otherwise? Thanks.

Does anyone know how a call is counted in the stats for a call that gets presented to an agent, doesn't get answered, and get presented back to the same agent (because they are the only agent at that time).Looking at the historical reports (agent cal...

Hello,I have installed a Cisco CRS for Unified CCX (version 6.0) on the same server with a Cisco Call manager (version 4.3(2)). But cannot access to the application administration page of the CRS Solution. The message "Unauthorized" appear.Can you He...