ICM software utilizes real-time, event-driven data such as agent status, queue status, and incoming call type in making its call-by-call routing decisions. You can establish routing decisions for a wide range of agent and service performance metrics, including agent availability, the ratio of calls in progress to logged-in/ready agents, or the ratio of calls in queue to staffed/scheduled agents.
I ended up doing a transfer to an open FXS port that allows any other phone to do a group pickup to grab the call. I looked at the CRS_Park.aef in the repository but it was missing the java applet that would make it work.
Everything is working fine using group pickup but thanks for the help.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...