Contact Center

I want to make sure that I understand the logic when you have multiple queues that an agent is a member of in terms of what call is presented to the agent first. So here goes:Four queues setupQ1Q2Q3Q4Agent1 is member of all four queues but have a co...

IPCC Enterprise 7.1.5.0, CCM 4.2.3, CVP 3.1Hello experts,We are currently running in a "non virtualized environment" and are looking to go into a "virtualized environment" where agents from all call centers can answer any calls. I have tried to send...

Does anyone have an example of scripting that sends voicemails back to the queue to be routed to agents?

Many Cisco IPCC docs make ref to "Cisco ICM Software Workforce Management Integration User Guide"but I can not locate it on the web.Does anybody have access to this doc ?Are any additional licenses required when integrating IEX with H-IPCC and CIM ?H...

Hi Everybody,I'm using with success an DBGET and a DBREAD to read my oracle database.Now I'm trying to use the DBWRITE step (using the same DSN) but is not working.When I execute the query below, i receive OK from my script my the Oracle database is ...

Currently have CCM 4.2(sr3) deployed with 3 call center agents, how do I generate a report detailing weekly, monthly etc statistics?The extensions are configured as CTI route points.

Hi, running the followingCVP 4.1 ICM 7.2.2 CUCM 6.1 Used to have a CUPS server as SIP Proxy but took that out because of MTP issues. Currently just using static routes on Call server.Noticed in the last couple of days that when internal caller (ip ph...

All,We are interested in looking to light a light/flasher when calls have been in the call too long.These flashers are analog devices that hang off an ATA. To make it flash, you call the number assigned to the port.I've been trying to use the "Place...

I am not much familier with IPCC. I would like to know what is the difference between IPCC Express, IP IVR and IP Queue manager ? How can i identify from what is beeing installed on the server through the CRS admin page.In addition to this CCM CDs us...

Hello all,I've noticed that my Skill Group and Agent Skill Group dont show the real WorkNotReadyTimeToHalf and WorkReadyTimeToHalf data. The agents are constantly using these buttons on their desktops but all I see is a few seconds on the reports. I...

All, I have got a wierd one. So I have an associated VRU for CVP under my Routing Client for the CVP PG (Type 10). And it is never invoked, however if I add the VRU under the Customer Definition, it is invoked. I am getting error's still (SendToV...