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Dynamic Announcements in IPCC 6.0

Hi all,

We are running IPCC Enterprise 6.0, the client requirement is that the agents should be able to insert the announcements in the script as and when required without touching the IPCC servers (ICM, QM?)

Does IPCC have a feature wherein agent can place a wave file in a particular folder and script should play the same?

Also once the wave file is deleted from the location it should automatically be excluded from the script.

Regards

Atul.

3 REPLIES
Bronze

Re: Dynamic Announcements in IPCC 6.0

In an IPCC Express ICD environment, Select Resource is used to complete the agent selection process. A contact (or caller) is placed into a Contact Service Queue (CSQ). When an agent becomes available, the contact is conference transferred to the ICD agent extension for response.Refer URL

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801bf090.shtml#scrip1

New Member

Re: Dynamic Announcements in IPCC 6.0

Hi,

You can achieve this using the recording feature of IP-IVR. Create an ivr script for recording the new wave file and uploading the same.

Hope this helps,

Venkat

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