Contact Center

Hi All,IPCC X 4.0.4 with High AvailabilityWe would like to have On Demand Recording available on our servers, what we have read on CCO is we need to have Recording and Monitoring option installed on Standby server. My question here is if we install R...

I have been running failover tests on my IPCC system using CAD desktops. When I stop all services on the active side using service control agents on a call and agents in ready state switch sides but remain in the appropriate state (eg talking or read...

Hello All!We are using IPCC Express 4.0.4 at one of our customer place and we are struck at one place with fetching the data from database. Customer is using Oracle database and one tables for employee details and they have three types of employees....

Can someone tell me how IPCC handles time of day call routing? I know this question has a very detailed question, but I need to know where to look to find this information.Thank you,Chris

Hello,We have a contact center composed by a callmanager 4.1(3)SR4b IPCCX 4.0(3) and IP Phones (7940, 7911, 7905 and 7912). Extension Mobility is enabled on all the IP Phones.Recently we had an issue : on the 7905 and the 7912, when we select the ser...

Guys,Couple of things1) How to calculate the Agent status, for eg if i need to check if agent status>=1 than route route to CSQ.How i can achieve the above?2) I am developing CSQ script where i am struck in making wait time calculations.I see one pre...

Is there a another way to delegate the assignment of the agent queues/skills/priorities to a call center manager other then using the IPCC appadmin page. Does the Supervisor Desktop have this capability? If not, are there plans to introduce an admi...

I have a site running an Avaya (v12, CMS 5.0.5) which frequently experiences a condition in which the daily numbers for inbound calls, handled calls, etc.. will not reset. The next days values just append to the previous days numbers. The Central c...

Hi List;After the call queued in the IP IVR, and the Agent become available. Who does the transfer for that Agent when the ICM instruct the IP IVR via the SCI to do the transfer?Is the IP IVR or the CallManager?If the CallManager does this transfer t...

Hi All,I am working on a CCM4.1(3) and IPCC Express 4.0 (3) co-resident deployment. My problem:I can only get calls in when agents are available. There is no queuing whatsoever. The problem is the "play prompt" step - every time a call is supposed to...

Dear Friends, I would like read about IPCC. Can any of our Forum friends can let me know where can i find the IPCC materials. Which course should i attend to get knowledge of IPCC. pls let me know if you know the web link to find IPCC materials. than...

How can I import the data from IPCC ver 3.5.3 into the database for 4.0.4. In the world of SQL, someone must have done this before. Any assistance you can provide would be greatly appreciated. Thank you in advance...