• RELEVANCY SCORE 5.23

    DB:5.23:Ipcc Express - Recording All Outbound Calls fd





    Is it possible for the IPCC express server to keep a record of ALL outbound calls instead of just the ones the supervisor chooses? How?

    DB:5.23:Ipcc Express - Recording All Outbound Calls fd


    Hi, guys.

    Finally I've confugured my cheme.

    I found my  audio files .

    I have added voice contact workflow to CAD-BE agent instead of CAD Agent. It was my mistake. When i do the same steps at CAD Agent - I saw raw files at C:\Programm Files\Cisco\Desktop_Audio folder.

    But they all has  *.RAW 1KB size. Is it correct ? I've talked over 1 min and only 1KB Any ideas ?

  • RELEVANCY SCORE 5.08

    DB:5.08:Outbound Call Recording With Ipcc Express a3





    Hi,

    We can record inbound calls using workflows from Desktop Administrator,

    Can we record manually dialed outbound calls using any of IPCC builtin features?

    Any Suggestions?

    DB:5.08:Outbound Call Recording With Ipcc Express a3


    This has probably been answered already, but for anyone looking for this.....

    You would open Cisco Desktop Administrator on the IPCC server and drill down on:

    Desktop Configuration

    - Workflow Groups

    Then either modify the default workflow group, or creat a new one and configure a button for both "Start Recording" and "Stop Recording" on the user interface for the workflow group you are going to assign to the users. Once completed, have the agent log out then log back in and the buttons for manual recording will appear.

  • RELEVANCY SCORE 4.85

    DB:4.85:Ipcc Express Call Recording 7f





    Hi,

    As I know, ccx call recording is only "on-demand recording"; that is an agent or supervisor have to click "record" to start recording for a call.

    is there a way to make full recording (record all calls carried out) without introducing a third-party solution like speechlog?

    thank you a lot in advance

    I shall be waiting for ur answer

    DB:4.85:Ipcc Express Call Recording 7f


    You can set up a workflow in Desktop Administration upon answering a call to start recording. I have not tested this, but it seems very logical. The issue then is space.

  • RELEVANCY SCORE 4.79

    DB:4.79:Ipcc Express, Are Agents Able To Record Their Own Calls? kc



    Hi folks,

    I've configured task1 as Start recording, and task2 as Stop recording. Once I press the start recording button, it seems that the conversation is recorded, until I press Stop Recording button; but where do I find the wav file of the conversation?

    Should I do anything additional??

    Thanks in advance for your help,

    Orlando.

    DB:4.79:Ipcc Express, Are Agents Able To Record Their Own Calls? kc


    Hi,

    Recorded files are stored in the following location.

    C:\Program Files\Cisco\Desktop_Config\AudioFiles

    To change the location of recorded file, pls follow

    "To change the location of recording files"(page:2-4)in the URL

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/service.pdf

    Regards

    Prasanth

  • RELEVANCY SCORE 4.53

    DB:4.53:Ipcc Express - Jsp 3z



    Hi,

    Can I use the Tomcat server to make jsp fils to interact with IPCC Express applications ?

    DB:4.53:Ipcc Express - Jsp 3z


    It is no recommended that you use that Tomcat because it is used by the Engine, but if the workload over the Tomcat is low, you can use it for demo purpouses.

    Hope this helps,

    Juan Luis

  • RELEVANCY SCORE 3.91

    DB:3.91:Question About Ipcc(3.13)Recording License dc



    1.How do I verify the recording piece has been installed on the IPCC server already?

    2.If I see crs enhanced recording-100 under crs license update utility, does this we have purchased recording license already, and which can provides the following capabilities:

    1. remote monitor calls live

    2. barge in or intercept calls

    Thanks

    DB:3.91:Question About Ipcc(3.13)Recording License dc


    You can set up a dedicated recording and voice monitoring server to handle voice recording and voice monitoring functions. Such a dedicated server can conserve CPU resources on the CRA server because the CRA server will not need to handle these functions.

    http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_guide_chapter09186a0080114ce0.html

  • RELEVANCY SCORE 3.83

    DB:3.83:Ipcc Call Recording 1a



    Can someone point me to a link that describes how call recording works in IPCC?

    Thanks!!

    Chris


    DB:3.83:Ipcc Call Recording 1a


    Chris,

    Take a look to the link above (Cisco IPCC Express SRND for version 4.0):

    http://www.cisco.com/application/pdf/en/us/guest/products/ps1846/c1609/cdccont_0900aecd80331ee7.pdf

    Take a look in pages 32 and 81, though all the guide is pretty good.

    Hope this helps,

    Juan Luis

  • RELEVANCY SCORE 3.83

    DB:3.83:Ipcc Express 4.0(4) 1m



    Hello,

    Is there any outbound option for IPCC Express? Is it possible to create outbound scripts? Would this be done by using http trigger? I dont even know where to start with this. Looking for any starting points. The final product would be like a bunch of records from a database with client appt information. Outbound option would begin for agents at certain times throughout the day. Possible??

    Thank you in advance...

    DB:3.83:Ipcc Express 4.0(4) 1m


    That was a link for Cisco Partners. Try the customer link:

    http://www.cisco.com/en/US/customer/products/sw/custcosw/ps3651/products_qanda_item09186a008021df8d.shtml

  • RELEVANCY SCORE 3.79

    DB:3.79:Agent Call Forwarding In Ipcc Express p9



    Hi,

    I would like to know if it is possible to forward calls coming to an Agent phone to the Agent's mobile or cell device in IPCC Express.

    DB:3.79:Agent Call Forwarding In Ipcc Express p9


    HI Charles,

    Unsupported and supported action for Cisco ICD Agents are documented in

    Cisco CRA Release notes.

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/engl

    ish/relnote/rn_352r2.pdf

    Unsupported Actions for Cisco IP ICD Agents

    Use of the following softkeys on a Cisco IP Phone is not supported:

    . Barge

    . cBarge

    . DirTrfr

    . GPickup

    . Join

    . MeetMe

    . Pickup

    Unsupported Configurations for Agent Phones

    The following configurations are not supported for agent phones:

    . Two lines on an agent's phone that have the same extension but exist in

    different partitions.

    . An ICD extension assigned to multiple devices.

    . Configuring the same ICD extension in more than one device profile.

    (Configuring an ICD extension in a device profile is supported.)

    . In the Cisco CallManager Administration Directory Number Configuration web

    page for each ICD line, setting Maximum Number of Calls to a value other

    than 2.

    . In the Cisco CallManager Administration Directory Number Configuration web

    page for each ICD line, setting Busy Trigger to a value other than 1.

    . Configuring a Cisco IP Phone with SRTP on.

    . No Cisco Call Manager device can be forwarded to the ICD extension of an

    agent.

    . The ICD extension of an agent cannot be configured to forward to a Cisco

    CRA route point.

    So as far as I see it you could only set an IPIVR script to perform the call transfer via a place call step to whatever external system, problem is the calls will go outside of the IPCC Express monitoring and might cause issues on the reporting side.

    This step can be used

    to initiate a call. However, there are

    no Conference or Consult transfer steps exposed. This means that once

    you initiate a Place Call, your only

    option to connect that party to someone is to Redirect that contact.

    Also, there are no tone detect capabilities

    in the Place Call Step.

    Cheers,

    Riccardo

  • RELEVANCY SCORE 3.72

    DB:3.72:Ipcc 4.0 Remote Recording dj



    Hi,

    Currently i have a question regarding IPCC Express 4.0, a customer want to deploy a contact center with agents on a central office and two branch offices, i configured two servers on the central site, agents will be ussing Cisco Desktop Agent, and supervisors will use Cisco Desktop Supervisor. Supervisors will only monitor agents on the site they are.

    The recording device will be the IPCC Express servers located at the central site but the question here is the following: Will the agents and supervisors will be able to record the calls? The sites are connected by ussing a E1 link.

    Thanks for you patience,

    Claudio Rivas.

    DB:3.72:Ipcc 4.0 Remote Recording dj


    The primary caveat that can arise here is bandwidth utilization. When you are recording and/or monitoring an agent additional RTP streams are being sent across the WAN.

    Example:

    -Call is originating from a gateway at the central site where UCCX servers reside.

    -Call is answered by an agent at the remote site. RTP streams for the call cross the WAN.

    -Supervisor records the call. Two additional RTP streams start across the WAN from the agent's PC running CAD to the UCCX server.

    This call is now consuming double the bandwidth it normally would AND the recording stream is not respecting Call Admission Control limits configured in CCM. In a heavy call load you may experience voice degradation of all calls crossing the WAN from over subscription beyond the CAC and QoS limits. I would recommend classifying recording/monitoring RTP traffic into a lower class to prevent this.

  • RELEVANCY SCORE 3.66

    DB:3.66:Agents In Different Csqs as



    Hi,

    I want to have different CSQs (Inbound/Outbound) based on the same agents in IPCC Express. Must I configure calls with priority to avoid the problem of real-time data refresh? (Case of 2 calls routed routed to the same agent at the same time)

    DB:3.66:Agents In Different Csqs as


    No, IPCC will reserve the agents as soon as he is selected, so calls from other CSQs will not see him as READY. This is a very common configuration where you have agents belonging to multiple CSQs.

    HTH,

    Chris

  • RELEVANCY SCORE 3.65

    DB:3.65:Ipcc Express 3.5 Api x9



    Hello.

    Would someone please direct me to the API for interrogating IPCC Express 3.5 real-time data? I need to get calls-in-queue and agents-logged-in for a couple of specified CSQs.

    Thanks.

    David

    DB:3.65:Ipcc Express 3.5 Api x9


    Srikanth,

    Great, that should take care of my immediate requirement.

    For some reason I thought there was a Java API for reporting as well. Is that not the case?

    Best regards,

    David

  • RELEVANCY SCORE 3.65

    DB:3.65:Is There Any Outbound Solution In Ipcc Express? f8



    Is there any sample script of Outbound Call Center using Cisco IPCC Express?

    Or simple logic discription about outbound call in IPCC Express

    I throught the basic logic like this:

    DB Read to get the dialed number--Place call--if call successful dispatch this call to the CSQ--agent answer the call.

    Is there any suggestions? Sample script will be better!

    DB:3.65:Is There Any Outbound Solution In Ipcc Express? f8


    Did you ever get this sorted out? I would like to implement the same thing!

  • RELEVANCY SCORE 3.64

    DB:3.64:Call Waiting Option For Outbound Calls In Ipcc 5.0 zd



    I want to use Cisco outbound option in IPCC.

    How I need to configure "call waiting" variable on a CallManager? Now this option is set to "ON" on an outbound phones.

    DB:3.64:Call Waiting Option For Outbound Calls In Ipcc 5.0 zd


    The Call Manager CallWaiting option must be enabled for all agent phones. If this option is not enabled the calls will not be transferred to the agent phone.

  • RELEVANCY SCORE 3.61

    DB:3.61:Ata As Ipcc Express Agent Line 1m



    Is the ATA 186 supported as an IPCC Express Agent Line?

    DB:3.61:Ata As Ipcc Express Agent Line 1m


    ATA works as an IPCCX agent line. Just add the ATA lines in CCM, and associate the analog phone to the agent user. Then associate the analog phone to the RM JTAPI user, and do necessary CRS configs like any other IP Phone. It should work.

  • RELEVANCY SCORE 3.60

    DB:3.60:Can Agents Transfer Calls? zz



    I am running IPCC Express Premium 4.0(3) with agents running Cisco Agent Desktop 6.1(3) Build 6.1.2.5

    I just deployed IPCC for a IT helpdesk of about 15 users. I have been asked if you can transfer a call, so one agent gets a call but for one reason or another the call needs to be transfered to another agent.

    Can the agents transfer a call and still have it handled by IPCC? I guess I am asking for reporting reasons. I assume the agent would transfer it just like any call on the Cisco IP phone, but would need to send it to the agents ICD extension? Agents have their DID extension and they have their ICD extension for IPCC.

    Just curious if there is any reason this would not work, and if IPCC would stop recording the stats of the call.

  • RELEVANCY SCORE 3.57

    DB:3.57:Outbound Calls From Ccm During Non-Office/Non-Working Hours jz



    We have CCM 4.1(3)With ipivr 3.5.2 and IPCC Express 3.5.2.The requirements is the caller shouid dial a number from outside and reach the CCM/IVR/IPCC EXPRESS Setup and shouid be able to make a outbound call during his non-working hours.Hope this shouid be possible i have tried some of the sample script repository in the cisco web-site but it is not working.I want to know whether it is possible if so anybody has sample scripts to guide me further.

    Thanks In advance

    Madhu

    DB:3.57:Outbound Calls From Ccm During Non-Office/Non-Working Hours jz


    Here is the script that does exaclty what you need.

    Rate all helpful posts!

    Chris

  • RELEVANCY SCORE 3.53

    DB:3.53:Installation Of Recording And Monitoring Server-Ipcc? ka



    Hi,

    I am using IPCC Express Enhanced version 4.0(2)_Build005.

    I would like to know steps to configure dedicated recording and monitoring server for the same.

    Can anyone help me here?

    Thanks in advance.

    DB:3.53:Installation Of Recording And Monitoring Server-Ipcc? ka


    There is no download available and you need to order for a new set of Cd's

    You need to point to the same call manager

  • RELEVANCY SCORE 3.48

    DB:3.48:Recording Step Is Overwriting jx



    I appreciate if someone can helpme:I have a recording step then i use de option write document in order to save it. But, if i have two simultaneos calls to the same trigger ( and the caller press de same menu option) both recording (message calllers) mix each other. ¿how to make for leaving a message one at time. I mean, if i have a second call incoming, just disconnected, for instance.

    I'm doing de test in uccx 4.5(2)Ipcc express Enhanced.

    thanks any way...

    DB:3.48:Recording Step Is Overwriting jx


    Thanks for the advice I'm still working on it, and trying to figure out. I'll let you know if i could make it.

    thanks.

  • RELEVANCY SCORE 3.47

    DB:3.47:Router 2801 Configuration For Ipcc xa



    Hi,

    i configured my ipcc express to answer on ext 9003,

    but i don't know how to configure my voige gateway dial-peer to forward all the incoming calls to the 9003 IPCC.

    Anybody have an idea?

    My voice gateway is a cisco 2801 and comunicate with callmanager with MGCP protocol..

    Thanks everybody in advance

    DB:3.47:Router 2801 Configuration For Ipcc xa


    Thanks so much for your response,

    i solved the problem using a translational pattern on the callmanager.

    Thank everybody.

  • RELEVANCY SCORE 3.47

    DB:3.47:Recording All Calls zk



    Hi !!

    How can I start recording all calls that agents receive or make...

    Is there any feature or service that I must set or start in IPCC server ?

    I want to record all calls in the supervisor desktop.

    Thanks.

    Andrei.

    DB:3.47:Recording All Calls zk


    Please check the follow configuration:

    http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml

    HTH

    Please rate this post if was helpful

    Walter Solano

  • RELEVANCY SCORE 3.40

    DB:3.40:Priority Call Routing In Ipcc Express jk



    Hi,

    Presently IPCC Express is configured for user groups: aaa support and bbbb support groups.

    These groups are getting the calls from the customers, and the calls will be routed as per the customer requirement.

    Presently all calls are treated with the same priority.

    Customer wants to differentiate the calls , like priority customer and normal customer calls. So that Priority customer should be serviced prior to others.

    Is it possible for routing the call with respect to priority in IPCC Express.

    Is it IPCC express support priority call

    routing ?

    Pls. help me out!!

    DB:3.40:Priority Call Routing In Ipcc Express jk


    It is available in the Enhanced and Premium version of IPCC Express.

    In the script editor there is a "Set Priority" step that you can use to do it.

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/administ/crs401sr.pdf

    HTH, please rate all posts!

    Chris

  • RELEVANCY SCORE 3.40

    DB:3.40:Ipcc Conference Calls 98



    Is it possible to initiate a conference call by means of IPCC Express, or at the very least initiate a MeetMe call using IPCC Express?

    DB:3.40:Ipcc Conference Calls 98


    No. MeetMe's have to be initiated by a skinny device, not a CTI device.

  • RELEVANCY SCORE 3.38

    DB:3.38:Ipcc Express And Icm? 87



    What is the differences between IPCC Express and ICM?

    DB:3.38:Ipcc Express And Icm? 87


    This question has been asked several times here, a quick search returns the following:

    http://forums.cisco.com/eforum/servlet/NetProf?page=netprofforum=Unified%20Communications%20and%20Videotopic=Contact%20CenterCommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1dda05ed/0#selected_message

    http://forums.cisco.com/eforum/servlet/NetProf?page=netprofforum=Unified%20Communications%20and%20Videotopic=Contact%20CentertopicID=.ee6fe12fromOutline=CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cbf6c11

    http://forums.cisco.com/eforum/servlet/NetProf?page=netprofforum=Unified%20Communications%20and%20Videotopic=Contact%20CentertopicID=.ee6fe12fromOutline=CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1ddd2bb6

    HTH,

    Chris

  • RELEVANCY SCORE 3.37

    DB:3.37:Ipcc Express 4.0(4) Recording Outgoing Call j9



    Hello,

    I need to know if is ti possible to recording outgoing calls via silent monitoring and recording service on IPCC Server.

    Thanks in advance

    Guillaume

    DB:3.37:Ipcc Express 4.0(4) Recording Outgoing Call j9


    Hello,

    I need to know if is ti possible to recording outgoing calls via silent monitoring and recording service on IPCC Server.

    Thanks in advance

    Guillaume

  • RELEVANCY SCORE 3.37

    DB:3.37:Ipcc Express Recording Conversations 7a



    Is it possible to record a conversation having IPCC Express? Thanks for any help.

    DB:3.37:Ipcc Express Recording Conversations 7a


    Pls refer to the document "Configure and Deploy Silent Monitoring and Record in CRS"

    http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml

  • RELEVANCY SCORE 3.36

    DB:3.36:Call Recording + Disconnect Cause Code Staus d3



    Hi,

    I would like to know , is there any methods to record all the calls.

    Also , is there any way to obtain the disconnect cause code for pstn end devices.

    We are having CUCM 5.1 + IPCC Express 4.5 Premium.

    Thanks

    Najeeb

    DB:3.36:Call Recording + Disconnect Cause Code Staus d3


    Hi,

    I would like to know , is there any methods to record all the calls.

    Also , is there any way to obtain the disconnect cause code for pstn end devices.

    We are having CUCM 5.1 + IPCC Express 4.5 Premium.

    Thanks

    Najeeb

  • RELEVANCY SCORE 3.31

    DB:3.31:Ipcc Fallback To Ccm 3z



    Hi Pros,

    How can I make IPCC Fallback to CCM if it fails? My IPCC has one application a pilot number of 999000. Now, in case IPCC Server fails I need to direct calls to agents using Hunting. I understand calls would be transferred to agents desktop in round-robin.

    I need to know is this possible how can I enable it.

    I am using IPCC Express 4.0 Enhanced CCM 4.1.3

    Regards,

    Pratik

    DB:3.31:Ipcc Fallback To Ccm 3z


    Yes, it can be done with IPCC Enterpise and Express. The fallback assumes that IPCC is down, so agents will not be logged in to CAD, you do not need to log anyone to AC, in the AC hunt list enter extensions instead of users.

    Chris

  • RELEVANCY SCORE 3.29

    DB:3.29:Rspan For Voice Recorder zk



    We have decided to utilize a third party software application for recording our voice calls (Witness). We run CCM and IPCC Express. According to the vendor, we will just need to configure a span port that the recording server will plug into. Since we have over 220 IP Phones that will be recorded, they are on multiple 3560 and 2950 switches so I will need to configure RSPAN. We will need to record both inbound and outbound calls including transfer calls as well. There is already a RSPAN VLAN configured on the network so my questions are:

    1. Could I setup a port on a 2950 that will listen to all of the traffic on the voice VLAN or should I set one up on our core switches (3560).

    2. Would I need to configure the RSPAN on all of the switches that the IP phones plug into or just configure it on one switch (the same switch that the recorder plugs into).

    I have read through several documents on the Cisco website but I just cannot seem to locate one that describes a scenario like the one i am looking at. So if anyone out there has ever ran into this before or could offer some advice as what would be the most efficient way to get this configured I would appreciate any suggestions. Thanks.

    DB:3.29:Rspan For Voice Recorder zk


    Thanks for the reply. I thought that SPAN could not be used when trying to monitor ports on different switches although they are on the same VLAN. I may have just been reading too many different documents on the subject and confused myself but if I can just setup one port that will monitor the entire VLAN then I will go that route. Thanks.

  • RELEVANCY SCORE 3.29

    DB:3.29:How To Ipcc Express Can Make A Outbound Call And Play Prompt? 38



    I made a outbound call by using call-redirect.

    However, I did not know how to load Prompt through this outbound call.

    DB:3.29:How To Ipcc Express Can Make A Outbound Call And Play Prompt? 38


    i found the broadcast script on the cisco customer response application developer guide on page 173, but in the example says that that the messages will be play with a call but if you hang the broadcast will finish.

    i haven`t tested the script yet.

  • RELEVANCY SCORE 3.25

    DB:3.25:A Problem With Recording In Ipcc Express Enhanced 3.1(1) 38


    Networking environment is connecting agent desktop, ipcc express server, callmanager and IP softphone with Hub.(IP softphone acts as an customers)

    When I use IP softphone to talking with the agent, the supervisor press "Start Record", and then press "Stop Record"

    I found recorded files in the IPCC Express server, and can use mediaplayer to playback these files,but my problem is: supervisor can't find any recording entry in the supervisor desktop

  • RELEVANCY SCORE 3.25

    DB:3.25:Can Calls Recorded By Ipcc Express Enhanced Version Be Archived? mz



    Where are calls recorded by IPCC Express Supervisor recording feature saved and can they be exported for archiving?

    DB:3.25:Can Calls Recorded By Ipcc Express Enhanced Version Be Archived? mz


    Where are calls recorded by IPCC Express Supervisor recording feature saved and can they be exported for archiving?

  • RELEVANCY SCORE 3.25

    DB:3.25:Call Recording Is Not Working ac



    Hi,

    Currently i have an issue with IPCC Express version 3.1.3 about Call Recording.

    The IPCC Express server is on a MCS7825 1133 and have the recording option on the same server.

    The actual problem is that the Supervisor Desktop is not recording the calls and i cant determine why, i can see it on the Desktop Administrator on the IPCC and asign it as default but when i try to record a call the sistem creates the file on the folder but it seems to be empty because its size is 46 bytes.

    The belonging on the Supervisor Desktop is normal (it looks like is recording).

    On the Administrator Desktop i can see the server on the VoIP monitoring and recording by name (IPCC1).

    Actually have the server on the same switch and SPAN is configured over the switch, this switch is an 3550.

    Hope you can help me.

    Thank you.

    DB:3.25:Call Recording Is Not Working ac


    Have you configured the dual NIC's and registry hack per

    http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml

  • RELEVANCY SCORE 3.23

    DB:3.23:Outbound Dialling Ipcc Express 4.04 f1



    I have seen some previous post about outbound dialing scripts from IPCC Express but the information was very old. Has anyone come up with a solution without using a 3rd party?

    Thanks,

    Danny

    DB:3.23:Outbound Dialling Ipcc Express 4.04 f1


    I have seen some previous post about outbound dialing scripts from IPCC Express but the information was very old. Has anyone come up with a solution without using a 3rd party?

    Thanks,

    Danny

  • RELEVANCY SCORE 3.20

    DB:3.20:Ipcc Express Monitoring And Recording Issues xf



    I'm trying to silent monitor and record agents using IPCC express 4.0(3).

    I did't configure SPAN ports as I want to use desktop monitoring.

    The agent is logged in CAD using a laptop attached to the PC back port of a 7960.

    When I try to monitor it using CSD I don't hear nothing, also the recording feature doesn't work.

    I configured the RmCm subsytem and it runs correctly also the monitor and recording service on the CRS server run properly.

    Did I miss something in the configuration?

    Thanks in advance.

    DB:3.20:Ipcc Express Monitoring And Recording Issues xf


    Thanks for the document. I'll keep you posted on what the problem was when I figure this out.

  • RELEVANCY SCORE 3.20

    DB:3.20:Ipcc Express And Agent Outbound Cli 1m



    Is it possible to manipulate the CLI of Agents when making outbound calls, based on the CSQ they're attached to? Or, it this something which needs to be managed within the Device Profiles of named Agents within CallManager (we are using Extension Mobility).

    DB:3.20:Ipcc Express And Agent Outbound Cli 1m


    I stand corrected you can use BAT to modify this field starting Callmanager 4.0.

  • RELEVANCY SCORE 3.18

    DB:3.18:Ipcc Express And Witness Call Recording d1



    Does anyone know if IPCC Express is compatible with Witness eQuality IP Call Recording?

  • RELEVANCY SCORE 3.16

    DB:3.16:Ipcc Express 3.5(3) Enhanced Call Queueing Script 79



    Hi,

    My company have been looking at some software that holds a callers call in the queue, after the caller has pressed 1 to select the option and spoken their name and number. Effectively queueing on their behalf, then once an agent becomes available, delivering the callers name and number to the agent, while making an outbound call to the originator.

    In summary: inbound call the IPCC Express and all agents are busy ----- caller is given option to hold or press 1 to leave their name and number for a call back once an agent is available ------ agent becomes available, they get a 'queued message' saying the person name and number (which can be manually or automatically dialled) -------- agents makes the call, everyone's happy!

    I think that IPCC Express 3.5(3) must be capable of doing this using a combination of dtmf keys, recording keys and maybe a secondary script that monitors for available agents in the original script, however I need some pointers on how to get there. Has anyone used this functionality or have experience in this area.

    Please advise, any questions, let me know.

    Thanks

    Brian

    DB:3.16:Ipcc Express 3.5(3) Enhanced Call Queueing Script 79


    Hi, unfortunately not yet ..... it's on the list of things to look at

  • RELEVANCY SCORE 3.16

    DB:3.16:Ipcc Express Recording Agents Were Recording Now Arent 7a



    CCM 4.2(3)

    CSR 4.0(5)

    Premium, 70 agents

    I have 60 agents and supervisors configured, but not all of them are recording. All phones in the same voice vlan and all phones set to enable span to PC. One user that we used as a test agent was recording, now that it is live, he is connected to another machine with the agent software, but is not recording. I have other agents that are all showing calls of 1kb.

    Most of my other agents are recording and have since day one. (Or since we changed all the span option on the phones) I don't think we are maxed out on recording since premium allows 80, and it's not the network since all agents are connected to the same switches.

    Could it be the NIC on the PC? I believe all machines are the same and running Windows XP. Default recording server is the HA server. I can see recordings on both servers.

    All (or most) installations pointed to the hostname, but NDS is running and working fine.

    Another agent was recording just fine, then this morning all files show as 1kb from 6am-730am, then at 9am he started recording calls again.

    I'm struggling to find the answer to this? Any help would be appreciated.

    Thanks!

    DB:3.16:Ipcc Express Recording Agents Were Recording Now Arent 7a


    You can verify the supported network cards and work arounds here:

    http://www.cisco.com/application/pdf/en/us/guest/products/ps14/c1221/cdccont_0900aecd800e3149.pdf

  • RELEVANCY SCORE 3.15

    DB:3.15:Ipcc Express 3.5 Outbound Dialing fc



    Have anybody successfully used the Outboundvoicebrowser.aef script to dial outbound ? I have a customer whose business model is campaigning, and they want their agents to place outbound calls, at the same time they want to monitor their calls, record them as well. Is this possible in IPCC, as if the agents use their ICD extension to place an outbound call, they will be set to Not Ready state in the CAD and essentially be considered to be out of the queue. So will this call get reported in the Historical DB ?

    TIA

    Sankar.

    DB:3.15:Ipcc Express 3.5 Outbound Dialing fc


    Mr. Bruhn

    Very impressive post, you have almost everything covered

    Have you actually accomplished such script? if so can you share it so I and of course other visitors can have better understanding of such complicated scripts

    Regards

    Mo,

  • RELEVANCY SCORE 3.15

    DB:3.15:Can The Ipcc Express Agents Answer 2 Call In The Same Time? px



    hi some client need his agents answer 2 calls in the same moment... in the IPCC 5.0 can i do that?

    DB:3.15:Can The Ipcc Express Agents Answer 2 Call In The Same Time? px


    Hi As previous post mentioned, there is no posibility to give two call to the agent at a time, Once a agent is reserved,the CRS will not give the second call. Why customer wants this facility. Did u check with the customer in which condition, agent have to take two calls? pls udate the customer justificaiton

    regards

    gm

  • RELEVANCY SCORE 3.12

    DB:3.12:Ipcc Enterprise Call Mapping d9



    In IPCC express when a caller is dropped out of the queue, the caller can dial back in to IPCC Express and can be reassociated with the original session (Along with any session information example information extracted from the caller).

    Is there any way to associate calls in ICM in a similar fashion?

    thanks.

    DB:3.12:Ipcc Enterprise Call Mapping d9


    A call type is a classification for incoming calls. The call type determines which routing script is executed to find a destination for the call. A call type maps to specific combinations of dialed number (DN), calling line ID (CLID), and caller-entered digits (CED).

    http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_configuration_guide_chapter09186a00803b7bef.html

  • RELEVANCY SCORE 3.12

    DB:3.12:Ipcc Express 3.5 Enhanced - Monitoring Script fc



    Hi. Is it possible to check if a particular script is running at some point in time? I have a script that will place a bunch of outbound calls (one after the other) and I would like to make sure it is running as expected.

    Any ideas?

    DB:3.12:Ipcc Express 3.5 Enhanced - Monitoring Script fc


    Hi. Is it possible to check if a particular script is running at some point in time? I have a script that will place a bunch of outbound calls (one after the other) and I would like to make sure it is running as expected.

    Any ideas?

  • RELEVANCY SCORE 3.11

    DB:3.11:Outbound Dialer W/ Ipcc Express 9x



    Anyone used the HP Outbound Dialer or any other dialer with IPCC Express? Any success stories?

    DB:3.11:Outbound Dialer W/ Ipcc Express 9x


    I have a similar need! In a Callmanager 4.1 environment, with 5 agents needing outbound predictive dialing.

    Any suggestions would be greatly appreciated. I know I can use just about any system with a dialogix board and use a gateway, but was hoping for a more integrated solution.

    Thank you,

    Jim

  • RELEVANCY SCORE 3.10

    DB:3.10:Recording .Wav Files For Ipcc Express 3a



    Is it possible to create wav files for IPCC express using the phone, currently files can be created using wav recorder and mic but is it possible using the phone. My customer needs to update holiday messages and am trying to find out the easiest way for them to do it

    Thanks in advance

    PS

    DB:3.10:Recording .Wav Files For Ipcc Express 3a


    Yes, you can use the Recording step to record a message which can be written to disk (and/or uploaded to the Document Repository with IPCCX 4.x) or attached to an e-mail.

    I have a contact centre maintenance script which allows users to record a "message of the day" which is written directly to the CRS server as a .wav file. The main script then looks to see if a message should be played (by checking a flag in an XML file) and then plays the message. The quality isn't "studio quality", but is still quite acceptable for "ad-hoc" messages.

  • RELEVANCY SCORE 3.09

    DB:3.09:Ports To Be Open On Firewall For Ipcc /Express/Ccm Setup x1



    Hi,

    We have a IPCC setup with CCM 4.0(2a) Sr2a integrated with IPCC express 3.5(2).

    PSTN calls are routed through the WAN to the IPCC setup.

    All the remote PSTN gateways(Cisco routers with T1) are registered as MGCP on the CCM.

    Due to security reasons we are introducing a firewall in the Local LAN so that all the traffic from WAN got through this firewall.

    What are the ports I need to open on the firewall to allow the voice traffic(for IPCC express,CCM RTP ...)

    Regds

    Murali

    DB:3.09:Ports To Be Open On Firewall For Ipcc /Express/Ccm Setup x1


    CallManager TCP/UDP ports located here:

    http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801a62b9.shtml

    CAD Ports located here:

    http://www.cisco.com/application/pdf/en/us/guest/products/ps5368/c1225/ccmigration_09186a0080196593.pdf

    Example ACL:

    Device Information:

    DATA VLAN - CAD Agents - 10.10.10.x

    VOICE VLAN - IP PHONES - 10.10.100.x

    IPCC/CRS Server - 172.30.1.11

    CallManager Publisher - 172.30.1.100

    CallManager Subscriber - 172.30.1.101

    DHCP Server - 172.30.2.5

    ip access-list extended CAD-CM-CRS-ACL

    remark Call/Chat server TCP 59000

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59000

    remark Voice-Over IP Monitor server TCP 59002

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59002

    remark Recording and Statistics server TCP 59003

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59003

    remark Enterprise server TCP 59004

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59004

    remark IP Phone Agent server TCP 59010

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59010

    remark Synchronization server TCP 59011

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59011

    remark Chat Server DLL (Call/Chat) TCP 59020

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59020

    remark Chat Server DLL (Supervisor) TCP 59021

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59021

    remark Chat Server DLL (IP Phone Agent server) TCP 59022

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59022

    remark Chat Server DLL (Reserved 1) TCP 59023

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59023

    remark Chat Server DLL (Reserved 3) TCP 59024

    permit tcp 10.10.10.0 0.0.0.255 host 172.30.1.11 eq 59024

    remark IP Phone DHCP

    permit udp 10.10.100.0 0.0.0.255 host 172.30.2.5 eq bootp

    remark IP Phone TFTP

    permit udp 10.10.100.0 0.0.0.255 host 172.30.2.5 eq tftp

    remark IP Phone HTTP

    permit tcp 10.10.100.0 0.0.0.255 host 172.30.2.5 eq www

    remark IP Phone LDAP

    permit tcp 10.10.100.0 0.0.0.255 host 172.30.2.5 eq 389

    remark IP Phone Skinny

    permit tcp 10.10.100.0 0.0.0.255 host 172.30.2.5 eq 2000

    Don't forget to rates posts if they help you out.

    andy - berbee

  • RELEVANCY SCORE 3.09

    DB:3.09:Ipcc 5.0.2 Outbound Call Efect In Circular Selection Criteria 3j



    I have installed ipcc 5.0.2 with service release 1, Actually an inbound call comes and it's deliver in the order that I configure the agents, but when an agent makes an outbound call, the order is lost, the call is deliver to an agent that had a call before.. It's normal ? How I can make to the deliver of calls continue in same order ?

    DB:3.09:Ipcc 5.0.2 Outbound Call Efect In Circular Selection Criteria 3j


    But the question is, if agent makes inbound call between receive the call of his turn then hang the call and it's available, the call that have to deliver to him is not.. the order is lost, is this normal ?

  • RELEVANCY SCORE 3.09

    DB:3.09:Ipcc Express - 7.X Automating Outbound Recording d9



    Hello All,

    I understand from the previous releases of IPCC X that outbound recording of calls cannot be automated untill Agent do it manually start/stop recording(that too if we design the work flow). Or there is on demand recording.

    I am checking if this feature has been introduced with IPCC express 7.X? but i am not able to find the same.

    Can anyone please confirm me if 7.X has the option to automatically record agent outbound calls.

    Will really apreciate.

    Thanks,

    Daljeet

    DB:3.09:Ipcc Express - 7.X Automating Outbound Recording d9

    Dear Daljeet,

    Check the URL

    http://forums.cisco.com/eforum/servlet/NetProf?page=netprofforum=Unified%20Communications%20and%20Videotopic=Contact%20CentertopicID=.ee6fe12CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.2cc1e665/1#selected_message

    Hope this answer your queries.

    Plz rate helpful posts.

    Regards,

    Iftikhar

  • RELEVANCY SCORE 3.09

    DB:3.09:Outbound Call Report 9x



    I have a central CallMgr. I have a remote 2650 with FXO for local calls. Internal calls over the WAN

    Using IPCC 3.1(2) and CallMgr 3.3.3

    Question: How can I get a report of outbound calls to the PSTN via the FXO for the 2650 router?

    I have looked throught the Historical Reports but have not found anything.

    Thanks

    Trae

    DB:3.09:Outbound Call Report 9x


    Hi,

    Specific reports to be looked into are...

    Agent Detail Report shows "each call received or made by each agent".

    "Detailed Call by Call CCDR Report" shows most of the information that is contained in the CCD table.

    If you have the ICD Standard or Enhanced Historical Reporting package the Agent Detail Report has Detailed information about each call received or made by each agent . The information is in the DB and is and accessible via a custom reports.

    You can refer the following URLs...

    Understanding Cisco Customer Response Applications Historical Reporting:

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/hradv.pdf

    Cisco Customer Response Applications Database Schema 3.1:

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/schema/index.htm

    Creating Custom Reports:

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/custrep.htm

    Regards

    Yogi


  • RELEVANCY SCORE 3.08

    DB:3.08:Customised Reports For Ipcc Express 5.0.2 p9



    Hi,

    We have IPCC Express server 5.0.2.

    Our Service Desk Manager is using Historical reports and is not happy with the available reports.

    He wants some customized reports.

    For example, he wants a report showing the % of calls abandoned in : 30 secs, 30secs but 60 secs , 60 secs

    How do I generate some customized reports for my manager ?

    Appreciate your inputs on this..

    Many Thanks,

    DB:3.08:Customised Reports For Ipcc Express 5.0.2 p9


    Hi Jonathan and Guys,

    Seems like we will use Crystal Reports.

    Which version of Crystal reports XI should be bought - Developer/professional or Server version and with how many licenses.

    Can you please explain the licensing scheme, as to on what basis we decide how many licenses to buy.

    Many Thanks

  • RELEVANCY SCORE 3.08

    DB:3.08:Ipcc Ring No Answer 83



    We are running an IPCC Express Standard server and calls are coming in and only giving the agents 2 rings to answer the phones. We have the CFNA setting in callmanager set to 16 seconds however it does not give them that amount of time. Also is there any way to set up a delay between calls in ipcc express standard. Thanks for any info.

    DB:3.08:Ipcc Ring No Answer 83


    This is for IPCC Enterprise 7.0. I am not sure if this holds true for IPCC Express:

    In general, there are two different RONA behaviors that are typically wanted:

    1.Send caller to voicemail after ring-no-answer to agent. In this case the timer hierarchy should be:

    Agent Desktop Call Manager CVP

    2.Do ICM router re-query after ring-no-answer to agent. In this case the timer hierarchy should be:

    Agent Desktop CVP Call Manager

  • RELEVANCY SCORE 3.06

    DB:3.06:Recording Outbound Calls From Agents 1f



    I have IPCC Express 4.5

    I need to record all call from and to agents. I have configured recording to agents.

    How to configure recording from agents?

    Regards,

    Vlaho

    DB:3.06:Recording Outbound Calls From Agents 1f


    While recordings cannot be automated, you can set up a task button to allow the agents to start and stop recordings.

    1) Open Desktop Administrator

    2) Click to the following: Locations - LCC - Desktop Configuration - Work Flow Groups - Agents - Default - User Interface

    3) In the "Toolbar" tab, click on "Task 1" (or whatever free task button you have available)

    4) On the right side, click the "Visible" checkbox, then below, click "Add"

    5) Click the "Utility Action" tab, then "New"

    6) In the window that pops up, enter "Start Record" for the Action Name, choose "Record" for the Action Type, and "Start" for the Action

    7) Close the "Setup Utility Action" window by clicking "OK"

    8) Now that you're back in the Select Action window, highlight the "Start Record" entry

    and click "OK".

    9) If you wish, click the "Customize Icon" button and choose an icon that you deem

    appropriate

    Repeat this process with another Task button, except name the action "Stop Record" and choose "Stop" in the Action section for step 6

  • RELEVANCY SCORE 3.06

    DB:3.06:As5350 - Ipcc 4.0(4) 3s



    Hi, I've and issue when use a Cisco AS5350 with IOS 12.4.(15)T7

    scenario:

    PSTN -- AS5350 -- CM 4.1(3) -- IPCC Express Premium 4.0(4)

    (the call fail to complete)

    If upgrade the IOS of AS5350 to 12.4(10) calls complete fine.

    Is there any special configuration or tips for use this new IOS with IPCC ?

    Thanks,

    DB:3.06:As5350 - Ipcc 4.0(4) 3s


    Systems Test Architecture Reference Manual for IPCC Enterprise:

    http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/GB3.0/ipcc_starm/GB3IPCC.pdf

  • RELEVANCY SCORE 3.06

    DB:3.06:Is It Possible To Record Outbound Calls With Ccx4.1? xs



    Hi,

    I am working in a Call Center and have configured IPCC Express 4.1 with Premium Licenses over CCM 4.3.

    We can record and play inbound calls but cannot do so with outbound ones. Is there any way to record them? Could you please give me some links or docs?

    Thank you in advance

    DB:3.06:Is It Possible To Record Outbound Calls With Ccx4.1? xs


    No, we are using Cisco CRS Server only (4.1). The fact is that we have automated the incoming call recording but we don't know if there is some other way to do so with outbound calls without using a 3rd party app.

  • RELEVANCY SCORE 3.06

    DB:3.06:Outbound Call With Ipcc Express 88



    I am having a problem with a script that is making an outbound call. When trying to prompt a user, using a menu step, it is acting like it does not hear the dtmf. I am using the correct trigger on the menu and have the place call set to a different call group and media group. Any thoughts?

    Thanks in advance!

    DB:3.06:Outbound Call With Ipcc Express 88


    Contact any of these in order to receive assistance with IVR custom scripts:

    1) Contact your local Cisco Partner or Cisco Advanced Services (available via your local Cisco Account Team).

    2) Contact Cisco Developer Support. http://www.cisco.com/en/US/products/svcs/ps3034/ps5408/ps5418/serv_home.html

    3) Contact this email address: ask-icd-ivr-support@external.cisco.com.

  • RELEVANCY SCORE 3.06

    DB:3.06:How To Limit Number Of Outbound Calls With Mgcp Gw? z7



    does anyone has a solution how to limit number of outgoing calls on mgcp gateway (2611 with 1 x PRI)? we are using same PRI for inbound calls to call center (IPCC Express) and for outbound calls for corporate users, and when number of outbound calls are big incoming calls can not reach call center.

    regards,

    miodrag

    DB:3.06:How To Limit Number Of Outbound Calls With Mgcp Gw? z7


    I know the procedure for H.323 and not for MGCP where the signalling is backhauled and it is as follows. Trunk groups can be used to restrict the number of out going/incoming calls on any trunk. This feature enables fine control for controlling number of outgoing calls or the number of incoming calls/blocking calls with certain number pattern/grouping multiple t1/e1 into a trunk group having same characterstics etc. See following URL for details

    http://www.cisco.com/en/US/products/sw/iosswrel/ps1839/products_feature_guide09186a00800b5dbf.html#1034848

  • RELEVANCY SCORE 3.04

    DB:3.04:How To Change The Directory Of Recording Step In Ipcc Express? 9m



    By default, the recording files saved in c:\programe files\wavvid using "recording" and "write document" step.

    But actually I just want to save the recording files to c:\programe files\wavvid\prompts\recording, how to achieve this?

    Also if the script can automatically create subfolder named with a variable of script will better.

    DB:3.04:How To Change The Directory Of Recording Step In Ipcc Express? 9m


    I have slove this problem by myself.

    The path should be written as: "Prompts\user\en_US\VM_Greeting\"+ani +".wav"

    So when extn 805 calling, the recording files saved in prmpts\user\en_US\VM_Greeting\805.wav

  • RELEVANCY SCORE 3.04

    DB:3.04:Ipcc Express And Reader Boards? pc



    Good day,

    It doesn't say explicitly in the documentation so I assume it is not supported. Just to verify, is it possible for IPCC Express to feed data to reader/wall boards (number of calls waiting, agents ready, etc...)

    Thanks in advance.

    DB:3.04:Ipcc Express And Reader Boards? pc


    We use Inova wallboards, and the wallboard application is configured to perform a dip into the IPCC Express database using an ODBC link to return the relevant data. It's quite straightforward once the correct table and database have been identified (table 'RtCSQsSummary' in database 'db_cra' using IPCCX 3.5).

    Alternatively, you can use HTTP triggers to run scripts which fetch CSQ statistics using the "Get Reporting Statistic" step. The output can be an HTML file for display on screen in a desktop browser, or the output can be formatted using XML and displayed on an IP phone, as a subscribed Service or even through a Phone Idle URL.

  • RELEVANCY SCORE 3.04

    DB:3.04:Ipcc Enterprise: Outbound Calls Priority Over Inbound Calls p3



    How can I get outbound calls presented to the agents in SG-A even though there are calls queued to SG-A ?

    My customer wish to service callbacks before queued calls.

    To me it looks like the dialer doesn't issue the reservation call quick enough to get the agent reserved before the queueing mechanism is grabbing him.

    Thanks

    /Claus

    DB:3.04:Ipcc Enterprise: Outbound Calls Priority Over Inbound Calls p3


    David,

    thanks for your advice, I'll try with this Transfer to IVR campaign.

    Do you know what happens with call type reports - are the right calls marked as Offered, Handled...?

  • RELEVANCY SCORE 3.04

    DB:3.04:Emergency Code In Ipcc Express 8m



    Hi,

    We have a requirement for IPCC Express ,such that in case of emergency a code should be entered or a user with specific user-id logs in and all the scripts should start playing a emergency message and calls should get disconnected.

    Any idea how this can be acheived ? Thanks in advance.

    Regards,

    Jagadish S

    DB:3.04:Emergency Code In Ipcc Express 8m


    Hi Venkat,

    The problem is resolved.Thanks a lot for your excellent support in resolving this issue.

    Regards,

    Jagadish S

  • RELEVANCY SCORE 3.04

    DB:3.04:Uccx Reports: Outbound On Ipcc And Outbound On Non Ipcc Difference dm



    We have been testing the reports for a client and we came up with a few weird reporting stats for the Agent Call Summary Report on the UCCX.

    When a Transfer is completed ,Agent A (1003) completes the transfer to Agent B (1000), the outbound call from Agent A is reported as "Outbound on IPCC".

    However when a you place only a consult call, Agent A (1003) calls Agent B (1000) and goes back to the original call the oubound call placed by Agent A is reported as "Outbound on non-IPCC", which is kind of weird for me.

    Anybody out there who experienced the same or can help me understand why this happens? Thanks!

    Completed transfer

    Consut only

    DB:3.04:Uccx Reports: Outbound On Ipcc And Outbound On Non Ipcc Difference dm


    Hi

    This is a bug - CSCue79483

    It's fixed in 8.5(1) SU2 ES02, 9.0(2) and 10.

    Regards

    Aaron

    Please rate helpful posts...

  • RELEVANCY SCORE 3.03

    DB:3.03:Ipcc Express And Ani And Dnis 18



    For a circuit that has ANI and DNIS service, If your telco is only sending you the last four digits of a called number will the full ANI/DNIS show up in IPCC Express? We want to send calls to specific agents based on AREA CODES.

    Thanks

    DB:3.03:Ipcc Express And Ani And Dnis 18


    Then the calling number is available and usable for all the purposes you can possibly configure.

  • RELEVANCY SCORE 3.03

    DB:3.03:Ipcc Express Not Ready State jd



    Hi

    Does somebody knows how to configured IPCC Express agent to NOT to go into ready state after an Agent outbound Call?

    Thanks

    DB:3.03:Ipcc Express Not Ready State jd


    Thanks, But i need for outbound calls. And what is does is that sends the User into Working state after the calls ends.

  • RELEVANCY SCORE 3.03

    DB:3.03:Ipcc Customize Outbound Calls Report 3a



    We are creating ICM SQL table for reporting purpose for one customer. Customer IPCC is setup for inbound and wants a report on outbound calls made by agnets. Agents are making outbound calls by manually dialing the numbers and calls are not routed by ICM. We are refering following tables in ICM

    Agent_Skill_Group_Half_Hour_Table

    AgentOutCallsTimeToHalf

    TalkOutTimeToHalf

    AgentOutCallsTalkTimeToHalf

    Service_Half_Hour_Table

    CallsOutToHalf

    CallsOutHalf

    CallsOutNow

    Service_Real_Time_Table

    CallsOutHalf

    CallsOutNow

    Skill_Group_Half_Hour_Table

    TalkingOut

    AgentOutCallsTimeToHalf

    AgentOutCallsToHalf

    AgentOutCallsTalkTimeToHalf

    Please advice for inbound ICM setup can we get any data for outbound calls from above fields in ICM Tables.

    DB:3.03:Ipcc Customize Outbound Calls Report 3a


    Data will be captured for all inbound and outbound calls to and from the system with IPCC set up for inbound calls.

    Try a simple experiment with 1 phone set up to take inbound IPCC routed calls. Make some outbound calls with the phone and see that the outbound fields in the database get populated.

  • RELEVANCY SCORE 3.03

    DB:3.03:Ipcc - Recording Problems With Cad Users j1



    CAD and CSD user after recording the conversation, seeing first 3 to 4 seconds  conversation missing when playback.

    I have a Contact Center Express 7.0(1)SR05_Build504

    I need to resolve this issue.

    Somebody knows how to resolve this?

    DB:3.03:Ipcc - Recording Problems With Cad Users j1


    Hi.

    We use CAD;

    In the phones we have enabled the Span to PC Port.

    Thanks.

  • RELEVANCY SCORE 3.02

    DB:3.02:Cti With Cisco Ipcc And Sap 6.20/R3 4.X d7



    I have a client with ipcc express premium 5.0 and SAP with only thick client (6.20/R3 4.x).

    They had genesys now replacing that with Cisco ipcc.

    They also have SAP phone/Server

    What can I do to be able to use SAP thick client as front end for incoming calls and making outbound calls.

    Http web integration did not seem to work as there are no http client on SAP side.

    Thanks,

    Baseer.

    DB:3.02:Cti With Cisco Ipcc And Sap 6.20/R3 4.X d7


    I have a client with ipcc express premium 5.0 and SAP with only thick client (6.20/R3 4.x).

    They had genesys now replacing that with Cisco ipcc.

    They also have SAP phone/Server

    What can I do to be able to use SAP thick client as front end for incoming calls and making outbound calls.

    Http web integration did not seem to work as there are no http client on SAP side.

    Thanks,

    Baseer.

  • RELEVANCY SCORE 3.01

    DB:3.01:Problem With Inbound Calls On Ccm And Ipcc 1x



    Hi,

    I am using configuring Cisco Call Manager 3.3.4 and IPCC Express 3.1.3 Enhanced with IPSofphone. The problem I am facing that I can make outbound calls easily. But I cannot establish inbound calls. I can

    receive inbound calls at ICD and IVR runs, then it asks for DTMF (extension) dialing, the call successfully routes to extension on Cisoc IP softphone after dialing extension number. But when the call is picked up on the line at softphone nothing happens except I get busy tone after 5 seconds, and the call gets disconnected.

    Does anyone have any idea about the problem.

    Thanks

    DB:3.01:Problem With Inbound Calls On Ccm And Ipcc 1x


    I have check with them, they said everything is OK with their side. Any idea what sort of problem it may have.

    What codec should I use, i read on cisco site that MTP (Media Termination Point) only supports G.711. Can I use G.729 for passing DTMF.

    Thanks

  • RELEVANCY SCORE 3.00

    DB:3.00:Ipcc Express Standard Reporting f3



    I was wondering if the IPCC Express Standard edition had the ability to show reports for the average number of calls on an hourly basis. For example, average # of calls from 9-10, 10-11 etc.

    I was lso wondering if anyone could tell me what reserve time means from the "Abandoned Call Report"

    The IPCC Express version is 3.5 and it's the standard edition.

    Thanks!

    DB:3.00:Ipcc Express Standard Reporting f3


    Yes you can run the "by interval" reports to get it by hour. Check out this doc:

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/super/hr_user/hr_ch3_2.htm#1089939

    Reserved time is the time an agent's phone is ringing, so in the report this indicates how long the phone rang before callers abondoned.

    HTH, please rate all helpful posts!

    Chris

  • RELEVANCY SCORE 3.00

    DB:3.00:Ipcc Express 3.5(3)Sr2 And Historical Reports cm



    Hi.

    When I run the IVR APP Performance Analysis report it always display calls with no application associated with it. The application id is -1? Does anybody knows what are those calls? That is also happening in a client with IPCC Express 3.1(x) system.

    Any ideas?

    -Jose

    DB:3.00:Ipcc Express 3.5(3)Sr2 And Historical Reports cm


    Thanks I will open a TAC case and see what they say. I did find bug CSCsd42186, I wonder if were running into similar. If they say it was for outgoing calls from the ACD line why would the total Incoming calls get pegged?

  • RELEVANCY SCORE 3.00

    DB:3.00:Ipcc Express Vg248 cp



    Can you make a desktop agent interact with a VG248 port, and change agent status, and route calls to it.

    DB:3.00:Ipcc Express Vg248 cp


    My previous post had a Cisco document attached I didn't realize was internal-only before I posted. I don't really have another reference to point you to, but I can tell you that I've seen it documented as possible under CRS 3.0 and that the official IPCC Express training courses are teaching that it's possible. Obviously you won't be able to use the Agent Desktop to command a POTS phone off-hook, but you should be able to use most other call control functions.

  • RELEVANCY SCORE 2.99

    DB:2.99:Srst And Hunt Groups x3



    Have a single CallManager, a single IPCC Express server and a gateway with SRST. If the CallManager server fails, the gateway is unable to route calls to IPCC Express. In such an event is it possible to route calls to a hunt group consisting of all the agents?

    DB:2.99:Srst And Hunt Groups x3


    hello,

    this does not work, as you cannot activate CME at the same time as srst, and in srst, this is not supported.

    any ideas to do this within srst ?

    Thanks

    Dirk

  • RELEVANCY SCORE 2.99

    DB:2.99:Voice Recording Outbound Ipcc Express c7



    IPCC Express Enhanced Ver. 3.5(3)

    Is there a way to trigger recording via custom workflow on outbound calls made from the ICD line? Inbound calls record fine automatically using the 'Answered' event. I've programmed record start/stop macro buttons that work fine when the agent engages it from the desktop manually, but I would really like to automate this. Thanks in advance ... Dave

    DB:2.99:Voice Recording Outbound Ipcc Express c7


    Automatic recording of outgoing agent calls is not supported....A manual alternative is to set up task button to allow the agents to start and stop recordings.

  • RELEVANCY SCORE 2.99

    DB:2.99:Call Recording 8m



    I need to configure call recording with IPCC Express Premium 4.0.

    Any docs?

    Please help

    DB:2.99:Call Recording 8m


    After reload some services I have this event in Application Log:

    The description for Event ID ( 49424 ) in Source ( Cisco Systems, Inc. CRS ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. The following information is part of the event: CRS\Distributor, Cisco Desktop VoIP Monitor Service.

  • RELEVANCY SCORE 2.98

    DB:2.98:Ipcc Express And Predictive Dialers 1f



    Does IPCC Express allow any kind of integration with predictive dialer?

    Chris

    DB:2.98:Ipcc Express And Predictive Dialers 1f

    Hi,

    Pls refer the following mail for the outbound option with IPCC Express.

    _________________

    Jesús,

    I was reviewing backdated mailing list emails and picked up on a recurring theme. Outbound dialing that integrates directly with IPCC Express seems to come up every so often. After looking for a solution ourselves over a year ago, and finding nothing, we focused our IP communications software development team on solving the problem.

    We just recently announced the release of our newest product, Campaign Express. Campaign Express solves the problem caused by a lack of an affordable outbound dialer that makes use of IPCC Express' agent/supervisor software and reports. If you're still interested in an outbound solution for IPCC Express please feel free to contact Jeff Fildey at (800) 710-6770 for more information, a demo and reseller pricing.

    Happy to help,

    Adam Chilcote, Vice President of Professional Services

    Metronome, Inc.

    Telephone: (800) 710-6770 x4209

    Fax: (714) 429-0038

    Mobile: (323) 422-5682

    adam.chilcote@metronome.net

    ___________________________

    Hope this helps.

    Regards

    Srikanth

  • RELEVANCY SCORE 2.98

    DB:2.98:Outbound Call Missing In Icd_Agent_Call_Summary_Chart Report j3



    when i run the icd_agent_call_summary_chart report in Historical Reporting some Outbound Calls are showing up. Interestingly some calls do and some don't. The outbound calls in question are being placed from their IPCC extension with the agent logged in and in a ready state. Inbound calls show up fine.

    Thanks in advance for any assistance

    DB:2.98:Outbound Call Missing In Icd_Agent_Call_Summary_Chart Report j3


    Hi

    Not sure what version of software you run, but there was a bug (CSCsj75186 ) in v4.0(5)SR1 which meant that outbound calls that were answered are not reported on. Those that are not answered at the far end appear.

    http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetailsbugId=CSCsj75186

    Regards

    Aaron

    Please rate helpful posts..

  • RELEVANCY SCORE 2.98

    DB:2.98:Recording Announcement - For Legal Purpouses 3x



    I am looking for a solution to a legal requirement.

    We are using a passive recording solution for Callmanager and Callmanager express.

    Now there are new legal requirements which requires us to announce both on inbound and outbound calls that the call is being recorded.

    The solutions I know I could work out are IPCC application, TCL programing and possibly Unity, all of these required that we change the call flow for inbound and outbound calls.

    Ideally I would like to be able to have a CTI application or something similar that would do the announcement for each phone call.

    So if anyone knows of an application that has this feature please post it :)

    regards

    Gudmundur

    DB:2.98:Recording Announcement - For Legal Purpouses 3x


    Do you have direct inward dialing? Do you need to put your recoding comment on DID calls? Or just calls to the main number?

  • RELEVANCY SCORE 2.98

    DB:2.98:Agent Ringing Timer On Ipcc Express 3.5 7d



    Hi,

    I have IPCC express 3.5 with groups and agents defined.

    When customer calls, and agent is ready, it rings to agent phone. But if

    agent doesn't answer, it rings three time and that call go to queue.

    How can I amplify that ringing timer on IPCC express?

    Thanks

  • RELEVANCY SCORE 2.97

    DB:2.97:Cdr Info From Calls Routed Through Ipcc 3.5(3) Autoattendant Script ma



    Customer is looking to report inbound/outbound calls through the CDR. Outbound call reporting is accessible. Inbound calls are being routed through the AutoAttendant in IPCC Express. The call flow is thus:

    Main Number CTIRoutePoint/JTAPI Trigger MainApplication/Script. User is prompted for autottendant which calls a SubFlow AutoAttendant script. The subflow prompts the user for a 3-digit extension. User enters extension. Digits are collected and stored. A CallRedirect step redirects the call to the Cisco IPPhone.

    The inbound call-leg to the RoutePoint/Trigger is recorded in the db_cra_ccdr database in the contactCallDetail table. Can you please advise as to where the call data for the redirected leg of the call to the Cisco IP Phone is located? Basically, where can we fined the final Called Party extension and match that to the original calling party when the call is routed through a callCenter subflow script.

    DB:2.97:Cdr Info From Calls Routed Through Ipcc 3.5(3) Autoattendant Script ma


    Thanks,

    However, these reports imply the call is being picked up by a callcenter agent. This customer is attempting to track calls that are forwarded and anwered using the "redirect" step (this is coming out of the AutoAttendant script"

    Remember, the IPCC server is not just for queuing calls to Agents

    Thanks,

  • RELEVANCY SCORE 2.97

    DB:2.97:Ipcc Express With Ha And Msde fj



    Will high availability work in IPCC Express 4.0 with SQL MSDE only installed??

    DB:2.97:Ipcc Express With Ha And Msde fj


    SQL Server 2000 is required for HA as replication is used to synchronize the data between servers. You cannot use MSDE. Take a look at the IPCC Express SRND below. Specifically, see HA Deployment Model sections under IPCC Express Deployment Models.

    http://www.cisco.com/application/pdf/en/us/guest/products/ps1846/c1609/cdccont_0900aecd80331ee7.pdf

    Hope this helps. If so, please rate the post.

    Brandon

  • RELEVANCY SCORE 2.96

    DB:2.96:Voice Recording Location In Ipcc Express 7 7s



    Dear Member,

    I have a question on voice recording on IPCC express, I done a voice recordiing using span method to server and it is ok.

    I check the source file on IPCC server in format raw store in "C:\program file\ ......"

    On my server, I would like to change default location to "D:\", Where can I to do it ?

    Or only can use window batch job to daily backup from C location to D location.

    Regards

    DB:2.96:Voice Recording Location In Ipcc Express 7 7s


    Dear Aaron,

    Thanks for explain and support.

    Regards

    Russ

  • RELEVANCY SCORE 2.95

    DB:2.95:Ipcc Express Premium Question p9


  • RELEVANCY SCORE 2.95

    DB:2.95:Ipcc Express Call Center 7x



    How do you create another call center within IPCC Express?

    DB:2.95:Ipcc Express Call Center 7x


    How do you create another call center within IPCC Express?

  • RELEVANCY SCORE 2.95

    DB:2.95:Ipcc Express Monitoring And Recording k7



    I'm trying to setup monitoring and recording for IPCC express 4.0.4.

    When I go under "voip monitor" in desktop administration, there is no phones listed there.

    The system is currently working fine with 20 agents and the monitoring services are running and Voip monitor subsystem is in full service.

    Any idea why I don't see the agents phone in desktop admin?

    Thanks

    DB:2.95:Ipcc Express Monitoring And Recording k7


    To add a new agent (not supervisor): (the user must already be added to CallManager and the CTI radio button must be on)

    ? Login to CallManager (see CallManager instructions)

    o Click on User

    o Click on Global Directory

    o Search for rmjtapi

    o Click on rmjtapi

    o Click on device association on the left side of the page

    o Change first drop down to Description

    o Enter full name of user you are trying to add

    o Click Select Device

    o If you searched correctly, below Filter Active, it will say: 1 available device(s) listed at last search

    o Scroll to the bottom of the page and click on Last

    o Scroll to the bottom of the last page and you will find the user to be added

    o Click on the box next to the users name

    o Scroll to the top of the page

    o Ensure the radio buttons next to No Primary Extension and No ICD Extension are off (not filled in)

    o Scroll back to the bottom of the page and click on Update

    o Click OK

    ? Login to CRS Admin (with the instructions above through the Remote Desktop Connection)

    o Click on Subsystems

    o Click on RmCm

    o Click on Resources on the left side of the page

    o Find your new user

    o Click on your user

    o Choose the appropriate Resource Group in the drop down menu

    o Add skills and set the levels if appropriate

    ? Highlight the skill in the right column

    ? Click the left arrow to add the skill

    ? Highlight the skill in the left column

    ? Change the Competence Level to the desired level

    ? Repeat for all needed skills

    o Change the Team to the appropriate team

    o Click Update

    To add agent to the call monitoring and recording server

    ? Open Desktop Administrator (in the IPCC server)

    o Click on Start

    o Click on Programs

    o Click on Cisco

    o Click on Desktop

    o Click on Desktop Administrator

    ? Expand container

    ? Expand Enterprise Data Configuration

    ? Click on VoIP Monitor

    ? Find your user on the right

    ? Under Monitor Server

    o Pick the one of the location you are at

    ? check Enable Desktop Monitoring

    ? Expand Personal Configuration

    ? Click on Agents

    ? Find your agent in the right column

    ? Right click on your agent

    ? Click on Properties

    ? Change the Work Flow Group to the appropriate location

    ? Click OK

    ? No saving needed

  • RELEVANCY SCORE 2.95

    DB:2.95:Ipcc Express Default Abandoned Call Timer - Can It Be Changed xk



    Does anybody know the default abandoned call timer for IPCC Express? Or does it count all calls that have hit the Select Resource step. If there is such a timer, can it be changed? I want to stop calls being counted as abandoned before 5 seconds. It would be useful if we could do this on a per queue basis but I think this might be asking a bit much of IPCC Express - Enterprise probably does this.

  • RELEVANCY SCORE 2.94

    DB:2.94:Multiple Ipcc Express j9



    Hi,

    Is it possible to use multiple IPCC Express servers with one Call Manager?

    Regards

    Marko

    DB:2.94:Multiple Ipcc Express j9


    Yes it is possible. I have done several integrations with CM and 2 stand alone UCCX servers.

  • RELEVANCY SCORE 2.92

    DB:2.92:Ipcc Express Recording - Switch Spanning Config xc



    I hace IPC express enhanced server connected to 3550PWR switch port 0/2.

    The phones are connected to ports 0/7 and the softphone PC is connected to port 0/3.

    To stasrt recording, I configure the 3550 switch port 0/2 as monitoring port as follows:

    monitor session 1 surce interface fastethernet 0/3

    monitor session 1 destination interafce fastethernet 0/2.

    But sooner I configure the IPCC server port as montoring port, the normal communication to server (including ping) is stopped.

    What is the right way of doing this ?

    DB:2.92:Ipcc Express Recording - Switch Spanning Config xc


    Hi,

    The problem may be that once you setup a destination SPAN session, by default the destination will not accept incoming traffic (from the server in this case). You can verify this by typing

    show int fa0/2

    and it will show the port in a monitoring state I believe.

    The right way to set this up is to use two NIC's on your IPCC server. The only configuration required on the server (besides installing VoIP monitor server during install) is to assign an IP to the second NIC on the server (doesn't matter which IP), change the binding order so the second port is listed second in the binding order (Network and Dial-up connections/advanced/advanced settings) and make the registry change detailed in the following document:

    http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml

    Good luck,

    Jim

  • RELEVANCY SCORE 2.91

    DB:2.91:Ipcc Express Agent Cant Login! 8s



    CCM: 192.168.1.3, IPCC Express: 192.168.1.4

    DB:2.91:Ipcc Express Agent Cant Login! 8s


    Hi,

    Add Call Manager name and IP address on agent desktop host file.

    Regards

    Prasanth

  • RELEVANCY SCORE 2.91

    DB:2.91:Ipcc Express 5.0 Premuim Whispers? p7



    Does IPCC Express 5.0 support Whispers?

    DB:2.91:Ipcc Express 5.0 Premuim Whispers? p7


    No. There is a feature request for this but it has not been committed to a release yet.

  • RELEVANCY SCORE 2.90

    DB:2.90:Ready State After Wrapup In Ipcc 97



    I would like to put an agent into the ready state after they make an outbound call. I have changed the Agent desktop settings for the agent so that wrapup on outbound calls is set to required, and set the wrap up timer to 1 second, but this puts the agent into not ready state after the wrapup timer. Is there a way to force the agent into ready state after the wrap up timer, or is there any other way to do this other than using thhe wrap up timer? Please note, this is IPCC Enterprise, not Express. I know how to do this in Express, but can't seem to figure it out in Enterprise. Thanks in advance for any feedback or pointers in the right direction.

    DB:2.90:Ready State After Wrapup In Ipcc 97


    I don't think you can.

    An agent must be in not ready state to make a call from the desktop so after wrap up they will return to that status.

    Even if they pick up the handset to dial the desktop will place them in NR so that is again the state they retunr to after the outbound call.

    Bully

  • RELEVANCY SCORE 2.90

    DB:2.90:Ipcc Express Agent Call Recording z1



    Is there a way to record an agent continously for 4 hours? I know you can record on a call by call basis. Thanks in advance

    DB:2.90:Ipcc Express Agent Call Recording z1


    Call by Call basis we can record.

    VOIP monitor service:

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/agents/cad611ig.pdf

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/agents/cad611si.pdf

    http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/administ/ipxpt401.pdf

  • RELEVANCY SCORE 2.89

    DB:2.89:Automatic Recording Of Agent Calls And Archival Solution. ma



    We are currently running IPCC Express Enhanced 4.0(5). I have enabled desktop monitoring to be able to record and monitor the agent calls. It is currently working, the only thing is that the supervisor has to manually record the agent calls. The IPCC Express SRND states that one option to record the agent calls is by:

    "Workflow configuration automatically triggers complete call recording on certain types of calls for agents using CAD."

    Our agents are currently using the CAD. Where do I configure this workflow configuration that is stated in the SRND? Is it within the CRS Administration or is it a script? If it is a script is there documentation on this workflow configuration? If there is no documentation what are the steps required and a basic overview on how to configure the script.

    Also, we need to be able to archive the recorded calls into WAV format. The IPCC Express SRND also states that:

    "The recording capability of IPCC Express is not intended for usage as a permanent recording archival solution. However, an export utility is also available to bulk export all recordings into a .wav format."

    What is this export utility? Or is there another method the export the raw files into wav format?

    Any help with the two issues above would be greatly appreciated.

    Thank You

    Rudy

    DB:2.89:Automatic Recording Of Agent Calls And Archival Solution. ma


    this is excellent could you please post how you create the batch file where do the recorded files get stored?

  • RELEVANCY SCORE 2.89

    DB:2.89:Ipcc Express Passthrough Script kc



    I have an application currently on Nortel Symposium that I need to duplicate. Extension 1111 for example points to Symposium and Symposium sends all calls to ext 1234. This pass through gives the supervisor the ability to run some reports for the number of calls that 1111 is getting. Anyone know of a way to build a similar script for IPCC Express?

    DB:2.89:Ipcc Express Passthrough Script kc


    Looks like I got this one figured out. Testing now.

  • RELEVANCY SCORE 2.89

    DB:2.89:Supervisor Records Agent But Cant Hear Recording x1



    I have an IPCC Express Supervisor that can record all her agents and hear the recording with one exception she can't hear the one agent's recording. Weird huh? Any ideas? Thanks in advance.

    DB:2.89:Supervisor Records Agent But Cant Hear Recording x1


    verift the TCP and UDP ports that the Voip Monitor server was listening on.

    http://www.cisco.com/warp/public/788/AVVID/voip-monitoring-recording.html

  • RELEVANCY SCORE 2.89

    DB:2.89:Ipcc Historical Reporting - Max Calls In Queue cs



    With IPCC express 4.04, Is there a report that shows what was the highest number of calls waiting in a specific queues?

    If not, is there a way to create such report using Crystal reports.

    DB:2.89:Ipcc Historical Reporting - Max Calls In Queue cs


    Yes

    Measure contact service queue (CSQ) performance using reports that provide information such as different types of service level by CSQ, queue statistics by CSQ, answer and abandon call distribution by CSQ, CSQ call counts, and CSQ call durations.

    http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_data_sheet09186a00801eefe8.html

  • RELEVANCY SCORE 2.89

    DB:2.89:Ipcc Express Recording Function Questions zp



    Dear All

    I spent lots time finding docutments about IPCC Express function. However, the result is disappointment. Could someone help me to clear my questions?

    1. Can it have full-time recording? (automatic record all calls)

    2. What kind of mechanism does it support to search the audio files recorded in server?

    3. How the quality is?

    4. Does it save by G711 or another method?

    5. How long can the server record in what kind of hardware limitation?

    Thankd you very much

    DB:2.89:Ipcc Express Recording Function Questions zp


    Hi

    1.Can I have all call recording for outgoing calls too ? If yes, pl. let me know how to do it.

    2. Can I get the user details also with the recorded call. Can we do a serach on basis of Agent ID ? If there any documents describing the call retrieval procedure ?

    Thanks

    Jins

  • RELEVANCY SCORE 2.89

    DB:2.89:Ipcc Recording - No Sound f8



    Hello,

    we have the following problem: Recording step in CRS script works fine with calls from phones on LAN, but there is no sound recorded with calls coming from the outside, from SIP telephony provider, whereas all calls from outside to local phones work fine. What could be causing this?

    Regards,

    Marko

    DB:2.89:Ipcc Recording - No Sound f8


    We had exactly the same issue with our CCX installation, version 7.0(1)SR05_Build504.

    The Recording Step was able to record internal calls, but not external.

    After checking the logs of Socket Manager(under Cisco Unified CCX Engine - Manager Manager) we found an exception message of type com.cisco.audio.WrongAudioFormatException. This means that inbound call had different codec than the one that CCX expected.

    We then checked our voice gateways and realized that they have been configured to use g711alaw instead of g711ulaw. After switching to the later, the problem was solved and we were able to record inbound calls using the Recording Step of CCX Editor.

  • RELEVANCY SCORE 2.89

    DB:2.89:Recording For Outbound Calls 3a



    Hi Team We have configured the UCCX 7.0 with outbound dialer. We also have configured the call recording by the method mentioned in the link.http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_configuration_example09186a0080b21bbf.shtmlActually I am using voice contact workflow for auto recording. But my system is not recoridng the outbound dialer calls. Howver it is recording the NON ICD calls which are coming on agent extension. But this is also one way audio recording. Only agant voice I can hear in play back files.

    DO you think outbound calls cant be recorded with this method. Kindly advise me.

    DB:2.89:Recording For Outbound Calls 3a


    Hi Team We have configured the UCCX 7.0 with outbound dialer. We also have configured the call recording by the method mentioned in the link.http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_configuration_example09186a0080b21bbf.shtmlActually I am using voice contact workflow for auto recording. But my system is not recoridng the outbound dialer calls. Howver it is recording the NON ICD calls which are coming on agent extension. But this is also one way audio recording. Only agant voice I can hear in play back files.

    DO you think outbound calls cant be recorded with this method. Kindly advise me.

  • RELEVANCY SCORE 2.89

    DB:2.89:Crs Historical Reporting Outbound fm



    I am wanting to verify that crs reporting will give reports if agents make outbound calls. I am not wanting to report on outbound campaigns. If an agent goes off hook with there IPCC ext. and makes an outbound call should crs report on that.

    I have a small lab setup. I have an agent logging into IPCC through the IP phone, when I place a call to another extension from my IPCC extension, I am not getting any of that detail in my reports. Am I missing something?

    Version of IPCC - 5.0

    Version of CM - 5.1

    Thanks,

    -Jeff

    DB:2.89:Crs Historical Reporting Outbound fm


    Thank you for the response. That is the report I am pulling, though is not display any DNIS information. And the 'Duration' of the call is way off. Say for a test call that is about 1min, the 'Duration' displays 6sec.

    Is there something I need to configure first in order to grab this info correctly. I have tried some thing under desk top admin in 'dial string' and the both CM and IPCC have their clocks snyc. with a time source

    Any help would be greatly appreciated

  • RELEVANCY SCORE 2.89

    DB:2.89:Best Way To Report On Outbound Calls By Agent?? kj



    We run IPCC Express 4.05. I'm building some custom reports using Crystal and wondering how folks have created reports to quantify the number of outgoing calls by IPCC agents?

    Since this action doesn't invoke the IPCC script/application, I'm assuming you report based on calling number of the agent within the Call Manager CDR db ..... correct?

    DB:2.89:Best Way To Report On Outbound Calls By Agent?? kj


    The Agent Detail report does detail all inbound and outbound calls for each agent for

    calls made and received via an ICD extension. Outbound/Inbound calls on a non-ICD extension are not (can not be) tracked via CRS, therefore not in the CDR database.

  • RELEVANCY SCORE 2.89

    DB:2.89:Ipcc Express 4.02 Reports xd



    How do I look and see how many calls are in queue at a time from the Supervisor?

    Thanks,

    Jobe

    DB:2.89:Ipcc Express 4.02 Reports xd


    For Cisco IP Integrated Contact Distribution (ICD) Statistics, there are two catagories of reports, real time reports and historical reports. This document describes what the number of average talk queue and average wait queue mean in IP ICD statistics.

    http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a00801c674b.shtml

  • RELEVANCY SCORE 2.89

    DB:2.89:Ipcc Express 3.5 Outbound Dialing - Repost sp



    Have anybody successfully used the Outboundvoicebrowser.aef script to dial outbound ? I have a customer whose business model is campaigning, and they want their agents to place outbound calls, at the same time they want to monitor their calls, record them as well. Is this possible in IPCC, as if the agents use their ICD extension to place an outbound call, they will be set to Not Ready state in the CAD and essentially be considered to be out of the queue. So will this call get reported in the Historical DB ?

    TIA

    Sankar.

    DB:2.89:Ipcc Express 3.5 Outbound Dialing - Repost sp


    Have anybody successfully used the Outboundvoicebrowser.aef script to dial outbound ? I have a customer whose business model is campaigning, and they want their agents to place outbound calls, at the same time they want to monitor their calls, record them as well. Is this possible in IPCC, as if the agents use their ICD extension to place an outbound call, they will be set to Not Ready state in the CAD and essentially be considered to be out of the queue. So will this call get reported in the Historical DB ?

    TIA

    Sankar.

  • RELEVANCY SCORE 2.89

    DB:2.89:Ipcc Express 3.5 Enhanced (Aka Crs) Application Help - Jtapi Trigger s8



    We have a customer that is deploying a phone campaign and we are using the IPCC Express (aka CRS) to place all outbound calls. The logic is already working. The only way to trigger the application is via JTAPI because the client doesn't have Premium License (it has IPCC Express 3.5 Enhanced License).

    We would like to call the JTAPI trigger and start the script but be able to hangu p the call without affecting the script. Right now if we disconnect the call to the JTAPI trigger (Route Point) in the middle of the script it fails with a generic message. Is there a way to handle that requirement?

    I would like to trigger the script and be able to disconnect the call and the script should continue to run without any problem.

    Thanks in advanced,

    -Jose

    DB:2.89:Ipcc Express 3.5 Enhanced (Aka Crs) Application Help - Jtapi Trigger s8


    Hi Jose,

    I have the same scenario, my logic is working but I'm not able to continue the script when the call is hangup.

    could you send me your script please?